Run Terminal Connection Checks
Run checks from the terminal to confirm whether it can connect to payment services.
Note: These instructions should only be followed when advised by Oracle Support.
Oracle Support may ask for these results when a terminal cannot process payments or cannot connect after network setup.
You need access to the terminal menus. For information about opening the terminal menus and obtaining the administrator passcode, see Terminal Menus Guide.
Before you run the checks, look at the icons at the top of the terminal screen. If the terminal uses Wi-Fi, confirm that the Wi-Fi icon is shown. Oracle Support may also ask whether a cloud icon is shown.
- Open the terminal menu.
- Select Diagnostics.
- Select PSP Connection and note the result.
- Return to Diagnostics, select Terminal API, and note the result.
- Return to Diagnostics, select Endpoints, and note the result for each item.
- Share the failed check name and failed step with Oracle Support.
A successful check shows a green check mark or a successful result. A failed check shows a red cross or a failed result. If one step fails, the steps after it may also show as failed.
| Failed PSP Connection & Endpoint Steps | What it usually means |
|---|---|
| Looking up host | The terminal cannot find the payment service address. This is usually a store network or internet issue. |
| Connecting | The terminal found the address, but cannot reach it. This may happen when the internet connection is down or the router is blocking the connection. |
| Negotiating | The terminal could not complete the secure connection. Contact Oracle Support with the failed check name and step. |
| Writing data | The terminal cannot send messages out. A router or firewall may be blocking the terminal. |
| Receiving data | The terminal cannot receive the reply. A router or firewall may be blocking replies to the terminal. |
For the Terminal API check, record any failed item shown on the terminal and contact Oracle Support. These results help Oracle Support confirm whether the terminal is enabled correctly and whether the service connection is available.
For the Endpoints check, the terminal checks the service addresses used for payment requests, configuration updates, refunds, cancellations, and software updates. If any endpoint fails, share the endpoint name and failed step with Oracle Support.
Diagnostic Report
Oracle Support may ask you to send a diagnostic report from the terminal.
- Open the terminal menu.
- Select Diagnostics.
- Under Diagnostic Report, select Send report.
The terminal creates a report for Oracle Support. After you send a report, wait at least 5 minutes before sending another report.
Parent topic: Troubleshoot Payment Terminals