Payment terminal problems

This article will help you troubleshoot if there are any problems between the terminal and your iPad.

V400M

The V400M terminal looks like this:

No communication between terminal and iPad

If the card button is grey and it is not possible to pay by card, this means that the terminal and iPad do not communicate.

This terminal communicates with the iPad through a cloud-based server.
So if it is not possible to pay by card, it means that the network connection to one of the devices is not working properly.

1. Check that the terminal and iPad are connected to a network and that there is network access.
   At the terminal: 
   - First press 9 and then the enter button.
   - Type admin PIN and press Enter.
   - Click on "Network" and "WI-FI".
   - To check that you are connected to the network, there should be a green round at the bottom of the Wi-Fi symbol.
   
   If there is no green rounding at the bottom, remove the network and reconnect to the network.
2. When both the terminal and iPad are connected, you should be able to connect to the terminal by pressing the following on your terminal.
   - Click on "Main Menu" in the upper left corner.
   - Tap on "Terminal Settings"
   - Press connect to terminal
   - In the next picture, select "V400M"
   - Then a serial number will appear on the screen that matches the serial number on the back of your terminal.
   - If it matches then press connect and setup is ready when green terminal icon appears at the top of your iPad and the button "Short" is green.
   
   

S1000

The S1000 terminal looks like this:

No communication between terminal and iPad

If the card button is grey and it is not possible to pay by card, this means that the terminal and iPad do not communicate.

This terminal communicates with the iPad through a cloud-based server.
So if it is not possible to pay by card, it means that the network connection to one of the devices is not working properly.

1. Check that the terminal and iPad are connected to a network and that there is network access.
   At the terminal:
   - Then press "Settings > Network > Wi-Fi"
   - The network is connected when it says "Connected" under your network name.
2. If it doesn't say connected, remove the network and reconnect to the network.
3. When both the terminal and iPad are connected, you should be able to connect to the terminal by pressing the following on your terminal.
   - Click on "Main Menu" in the upper left corner.
   - Tap on "Terminal Settings"
   - Press connect to terminal
   - In the next picture, select "V400M"
   - Then a serial number will appear on the screen that matches the serial number on the back of your terminal.
   - If it matches then press connect and setup is ready when green terminal icon appears at the top of your iPad and the button "Short" is green.

VX690

No communication between terminal and iPad

If the card button is grey and it is not possible to pay by card.

So means there is no communication between terminal and iPad

The most common error and solution is described here:

If that didn't fix the problem, see the following troubleshooting guide below:

If there is less than 10% power on the terminal, it may lose network connectivity.

• Charge the terminal

Check that terminal and iPad are connected on the same network

• Connect terminal and iPad on the same network  

Make sure that the correct IP address is inside the app.

The correct ip address can be found on the terminal

• Press 9 and Enter at the same time
  Type admin PIN, and press Enter.
• Click on "Network".
• Click on "Wi-FI" and select "3. TCP/IP settings".
• IP address is at the top of the screen.
  Check that this is the same as the IP address on the Data box under "Terminal settings".

Do a ping test 

• Download the Network Ping Lite app
• Open the app > select "Ping"
• Enter the IP address from the bank terminal
• Press "start" and let it run for a minimum of 20 min.
• The result will show how many "packets" have been sent and how many have been received. If the grid is stable, the result will be up to 0% loss.
• (The test may run in the background while using the data box)

Port 8443 on your router

Check that port 8443 on your network (router) is open.
If not, you have a firewall blocking the terminal. It is recommended to contact your network provider to get this fixed.

Restart router

Try removing the power on your router by unplugging the power cable on the back of the router. Wait 10 seconds and plug in power cable again.

White screen on iPad

If you only get a white screen, the problem is probably that you are not connected to the internet.

1. Turn off your router for 30 seconds before restarting it.
2. For example, go to VG.no to see that the internet connection is working.
3. If you still can't connect to the internet, contact your network provider.

Unable to connect to terminal on 4G against shared network

If the terminal has problems connecting to 4G with shared network from iPad/iPhone.

1. Log out to your iPad/iPhone from iCloud
2. Forget about other networks that your iPad has been connected to in the past.
3. Once this is done, try again. 

Error message when I press Card

Solution:

Location Services on iPad is not turned on

• General -> Privacy Policy -> turn on location services
• Important! The data box must state the following: When using

The terminal changes IP address

The terminal is set to dynamic IP address by default. This can create problems if the terminal loses contact with the network as it does not automatically connect with the iPad.

To make the terminal static IP address

1. click Enter (green arrow) + 9 simultaneously on the terminal.
2. Select 1. Network / 2. Wifi / 1. TCP/IP settings. 
3.  Click the black button behind DHCP so that it says "Off" and turns red. The IP address is then static.