How to solve connectivity issues with an Adyen terminal?

Common symptoms of a connectivity issue include:

  • The terminal screen shows the message "Network not connected".
  • Payments are failing ("Network not available" or "Connection failed").
  • When pairing the terminal, the Adyen POS Application shows the message "Failed to communicate with device".

This happens when the terminal can't connect to Adyen. This can be caused by a problem with the store's network, or the terminal's network settings.

 To resolve the issue, try the following: 

  1. Confirm that your network meets our POS network requirements.
  2. On the terminal, check that a valid IP address is assigned. Sometimes the IP address of the terminal changes (particularly when using dynamic IPs). This causes a loss of connectivity between the device and the cash register.
  3. Check the IP address of the terminal. If the IP is your router is not assigning a valid address. Contact your IT/Network team or your internet service provider for assistance.
  4. Make sure all the components of your network, such as the cables and router, are working.

If you're still having issues, reset the existing connection and create a new one. Follow the instructions in the User manuals.

Have more questions? Submit a request

Articles in this section

See more