Troubleshoot Adyen card terminal

Content

Adyen P400 plus (wired and wireless)

Adyen e355

Adyen v400m

Adyen M400

1. Restart the terminal. See the guide below for each terminal type.
2. Make sure that iPad is connected to the correct network. See the guide below for each terminal.
3. Inspect the IP address on the terminal and compare to the IP address specified under Settings > Hardware Devices in Sitoo POS. See the guide below for each terminal type.
4. Update configuration/software on the card terminal. See the guide below for each terminal type.
5. If none of it works please call Adyen support. See all phone numbers at the bottom of this article.

Restart

Adyen P400 plus (wired)

Remove the power cord from the terminal (either by pulling it from the socket or removing it from the terminal itself).

Adyen P400 plus (wireless)

Press and hold (9) and GREEN button at the same time > Enter the admin pin (found in Adyen Backoffice) > Restart/Power Off (6). 

Adyen e355

Press and hold (9) and GREEN button at the same time > Enter the admin pin (found in Adyen Backoffice) > Restart/Power Off (6). 

Adyen v400m

Press and hold (9) and GREEN button at the same time > Enter the admin pin (found in Adyen Backoffice) > Restart/Power Off. 

Adyen M400

Press and hold (9) and GREEN button at the same time > Enter the admin pin (found in Adyen Backoffice) > Restart/Power Off.

Check the network connection

Network connection: iPad

Make sure that the iPad is connected to the correct network. Go to Settings on the iPad (Note: Not Settings on Sitoo POS), tap Wi-Fi and make sure that the connected network is the correct one, designated for the POS. If the cash register is or has been connected to another network, it should be forgotten, by pressing 'i' to the right and then 'Forget this network'.

For iOS. Make sure that LAN is allowed for Sitoo POS. See the iOS device's “Settings” > “Apps” > “Sitoo POS”. “Local Network” should be enabled.

Network connection: Terminal

Make sure that the terminal has an IP address. If the IP address is 0.0.0.0 then the terminal has no internet connection. 

Adyen M400

Ensure that an Ethernet cable is connected to the ETH port on the dongle, and that the other end of the Ethernet cable is correctly connected to the network source. 

Adyen P400 plus (wired)

Ensure that an Ethernet cable is connected to the ETH port on the dongle, and that the other end of the Ethernet cable is correctly connected to the network source. 

Adyen P400 plus (wireless)

1. On the terminal, press and hold (9) + GREEN button at the same time. 
2. This will take you to the admin menu.
3. Press (1) Network > (2) Wi-Fi > The connected Wi-Fi will now be displayed. 
4. Press (3) Scan networks.
5. Tap the name of the network and enter the password. Note that the Wi-Fi selected must belong to the same network as you other wired POS hardware devices are connected to.
6. The terminal sets the network as default automatically, and connects to it.
7. Press the RED button to return to Start. 

Adyen e355

1. On the terminal, press and hold (9) + GREEN button at the same time. 
2. This will take you to the admin menu.
3. Press (1) Network > (2) Wi-Fi > The connected Wi-Fi will now be displayed. 
4. Press (3) Scan networks.
5. Tap the name of the network and enter the password. Note that the Wi-Fi selected must belong to the same network as you other wired POS hardware devices are connected to.
6. The terminal sets the network as default automatically, and connects to it.
7. Press the RED button to return to Start. 

Adyen v400m

1. On the terminal, press and hold (9) + GREEN button at the same time. 
2. This will take you to the admin menu.
3. Press (1) Network > (2) Wi-Fi > The connected Wi-Fi will now be displayed. 
4. Press (3) Scan networks.
5. Tap the name of the network and enter the password. Note that the Wi-Fi selected must belong to the same network as you other wired POS hardware devices are connected to.
6. The terminal sets the network as default automatically, and connects to it.
7. Press the RED button to return to Start. 

Retrieving IP adress

1. On your terminal, press GREEN botton + (5) at the same time. You will then receive an information box with QR code and IP address.
2. Log in to Sitoo POS > Menu > Settings.
3. Tap on your terminal under Hardware Devices. 
4. Compare the IP adress here with the one displayed on your terminal. They should be identical.
5. If they are not, press the magnifying glass. The POS will scan for network connected terminals. 
6. In the list you will find an option with the same IP address as shown on your terminal.

Update Configuration

Adyen e355

1. Press and hold (9) + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (3) Config > (1) to Update config.
4. Please call the Adyen support if you need help updating the configuration.

Adyen P400 plus

1. Press and hold (9) + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (3) Config > (1) to Update config.
4. Please call the Adyen support if you need help updating the configuration.
   

Adyen v400m

1. Press and hold (9) + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (3) Config > (1) to Update config.
4. Please call the Adyen support if you need help updating the configuration.
   

Adyen M400

1. Press and hold (9) + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (3) Config > (1) to Update config.
4. Please call the Adyen support if you need help updating the configuration.

Update Software

Adyen e355

1. Press and hold (9) + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (2) Software > GREEN to Update software.
4. Please call the Adyen support if you need help updating the configuration.

Adyen P400 plus

1. Press and hold 9 + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (2) Software > GREEN to Update software.
4. Please call the Adyen support if you need help updating the configuration. 

Adyen v400m

1. Press and hold 9 + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (2) Software > GREEN to Update software.
4. Please call the Adyen support if you need help updating the configuration. 

Adyen M400

1. Press and hold 9 + the green button.
2. Enter the admin pin (found in Adyen Backoffice).
3. Press (2) Software > GREEN to Update software.
4. Please call the Adyen support if you need help updating the configuration. 

Reconnect your card terminal to Sitoo POS

1. Open the Sitoo POS app on your iPad. Press the menu in the upper left corner and then Settings.
   
   
2. Here you'll see a list of currently connected hardware devices, such as the card terminal.
   
   
3. Locate the card terminal in the list of hardware devices.
4. Tap the row of your card terminal.
   
5. Tap the magnifying glass in the upper right corner.
   
   
6. The app will then search for your card terminal on your network. When the terminal appears after a short while, tap it to add it.
   
   If you are using more than one terminal you will need to ascertain the IP adress of your terminal to ensure that the correct terminal is connected to Sitoo POS. On your terminal, press GREEN botton + (5) at the same time. You will then receive an information box with QR code and IP address.
   
   
7. The text field stating the IP address should now automatically be filled in with string of numbers, the same as the IP address in your card terminal.
8. Make sure the Payment Type is set as Card.
   
   
9. Tap Back in the upper left corner.

Remove and reconnect your card terminal to Sitoo POS

If only a reconnection of the card terminal according to the step above did not work, you can try to completely remove the card terminal and reconnect it again.

1. Open the Sitoo POS app on your iPad. Press the menu in the upper left corner and then Settings.
2. Here you'll see a list of currently connected hardware devices, such as the card terminal.
3. Swipe left on the row of your card terminal > Press Remove/Delete.
4. Tap the plus icon in the upper right corner.
5. Choose Adyen.
   
6. Tap the magnifying glass in the upper right corner. The app will then search for your card terminal on your network. When the terminal appears after a short while, tap it to add it.
   
   If you are using more than one terminal you will need to ascertain the IP adress of your terminal to ensure that the correct terminal is connected to Sitoo POS. On your terminal, press GREEN botton + (5) at the same time. You will then receive an information box with QR code and IP address.
   
   
7. The text field stating the IP address should now automatically be filled in with string of numbers, the same as the IP address in your card terminal
8. Tap Payment Type and choose Card.
9. Tap the blue button Initiate terminal.
10. Tap Back in the upper left corner.

Restart Sitoo POS

Once you've done the above step, you can also try restarting the Sitoo POS app.

1. Locate the iPad home button. There is an sunken button located on the front of the iPad's short side.
2. Double-click the home button, that is, two quick presses in a row.
3. Now all open apps are featured on your iPad. Locate the Sitoo POS app.
4. Swipe away the app by putting a finger on the app and move your finger upwards. This way, you swipe the app upward, away from the screen.
5. Press the home button once on the short edge of the iPad.
6. Now you're back to the iPad homepage.
7. Locate the Sitoo POS app. Press Sitoo POS and open the POS.

Journal queue - Sitoo POS is offline

Log in to Sitoo POS > Menu > Settings > About > Scroll down to Journal queue.

If you have dispensation from the tax office and thus have permission to conduct sales without the tax authority's control unit, you will be able to sell when the checkout is offline. Then, each transaction is stored in the journal queue until Sitoo POS goes online again.

There is no limit to the number of transactions allowed to be stored in the queue. However, there may be a limit in the number of transactions that can be stored offline in your card terminal.

If Sitoo POS is for a longer period of time, the card terminal may refuse to accept additional transactions before it goes online again.

Troubleshoot the store's network to fix the problem and allow both the checkout and the terminal to go online again.

Check the payment method in Sitoo Backoffice

Log in to Sitoo Backoffice > Settings > POS - Payments. Make sure there is a payment method that matches the terminal you are using; Card - Adyen. If not, either edit the existing payment method for the card terminal, or easily add a new one if no one exists.  

Retry Function

Sitoo POS has a built-in retry function to ensure transactions are verified in case the communication fails between the app and the terminal. More information here.

Contact details to Adyen Support

Australia: +61 2 8520 3890
Belgium: +32 2 808 67 84
Brazil: +55 11 3197 4315
France: +33 1 76 35 07 90
Hongkong: +852 5808 2209
Italy: +39 02 8295 1238
Japan: +81 3-4540-6757
Canada: +1 647 849 1378
China: +86 21 5291 9320
Mexico: +52 55 4164 2395
Netherlands: +31 85 888 8138
New Zealand: +64 9-801 2641
Portugal: +420 228 880 402
Singapore: +65 3163 4469
Spain: +34 91 901 4001
UK: +44 203 936 4029
Sweden: +46 840839298
Czech Republic: +420 228 880 402
Germany: +49 30 30808105
USA: +1 (415) 367 1502