Troubleshooting Payment Terminals - Device Connectivity

Learn how to troubleshoot Device Unreachable issues.

Step-by-Step Troubleshooting Guide

If you're encountering issues with device connectivity please verify the following settings.

Disable e-Sim Settings

The devices operate only on Wifi or Ethernet connectivity please verify that cellular eSim is disabled.

  1. Access the Settings Menu
    • Tap the "Settings" app (usually represented by a gear icon).
  2. Navigate to SIM Settings
    • In the Settings menu, scroll and tap on "Network & Internet"
  3. Open ESIM Network Settings
    • Toggle off eSIM Card option
  4. Return to Network & Internet and tap on "Advanced"
    • Tap on "SIM cards"
  5. Disable the SIM
    • Toggle off all the sim slots. ie "SIM slot 1" and "SIM slot 2".

Troubleshoot Network Connectivity

1. Verify Wi-Fi Router Functionality

  • Test the Wi-Fi network with another device (e.g., smartphone or laptop)
  • If other devices cannot connect, it may be an issue with the router.
  • You can try restarting the router and retest the connection.
  • If other devices connect successfully but the terminal does not, continue to the next step.

2. Refresh Terminal's Wi-Fi Connection

  • Access the terminal's Admin menu
  • Navigate to Network > Wi-Fi
  • Select your network, disable and re-enable the Wi-Fi
  • If the issue persists, proceed to the next step

3. Perform a Terminal Reboot

  • Power off the device completely
  • Wait a few seconds, then turn it back on

4. Verify firewall settings

  • If you have a firewall on your network please verify you have whitelisted the following urls:
  • Sandbox:
    • https://cardpresent-orchestrator-http.sb.finixops.com
    • https://api.paxstore.us/
  • Production:
    • https://cardpresent-orchestrator-http.prod.finixops.com/
    • https://api.paxstore.us/

5. Contact Support

If the above options do not solve the problem, contact the Finix Support Team.