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Troubleshooting a V400c Plus and V400m Spektrix Payments Terminal

Dave McNamara
Dave McNamara
  • Updated

This article is for users of Spektrix Payments who use the V400c Plus or V400m Payment Terminals to take in-person payments. This article will help you troubleshoot issues you might encounter such as power, battery, connecting to the internet and taking payments.

Before you read this article you should be familiar with:

You can work through this article in order, or go to the section most relevant to your issue:

Before you troubleshoot, start with the following initial checks. These can often save you time.

 

Initial Checks

  1. Is the Payment Terminal powered on?
  2. Is the battery fully charged? (V400m only)
  3. Is the Payment Terminal connected to Wi-Fi?

 

Device Issues

You may sometimes encounter issues when using a V400c Plus or V400m Spektrix Payments Terminal. Clicking on the box relevant to your issue will help you understand why each issue occurs and how to resolve it.

 

Payment Terminal won’t power on

  • To troubleshoot any power issues, follow these steps:
    • Make sure the power adapter is plugged into mains/AC power
    • Check that the power jack is inserted into the device:

       

    • Ensure you’ve rotated the power jack 90 degrees to the left to lock it into place:

       

    • Press and hold the green button on the keypad for three seconds to wake up the device:

       

    If you have more than one V400c Plus, try using the power supply from your other V400c Plus terminal.

    If the terminal won’t power on, then the power supply may be faulty. If the Payment Terminal won’t power on after trying another power supply, the device may be faulty.

    To request a replacement power supply or device, contact Support.

  • TIP: Before you start troubleshooting make sure you charge your terminal for at least 30 minutes.

    To troubleshoot any power issues, follow these steps:

    1. Check the power adapter is plugged into mains/AC power
    2. Ensure the power jack is inserted correctly into the device:

       

    3. Press and hold the green button on the keypad for three seconds to wake up or power on the device:

       

    If the V400m terminal doesn't charge and you have more than one device, try using the power supply from your other V400m terminal.


    If the terminal won’t power on, or charge then the power supply may be faulty. If the Payment Terminal won’t charge or power on after trying another power supply, the device may be faulty.

    To request a replacement power supply or device, contact Support.

 

Payment Terminal isn’t responding

The Payment Terminal is designed to go into sleep mode after a period of inactivity.

There are several instances that wake up the terminal from sleep mode. The most common are:

  • A key is pressed on the terminal.
  • The terminal makes a maintenance call to Adyen.
  • The terminal receives a message packet over the network. For example, a payment sent from Spektrix to the terminal. This is called a network event.

 

If the Payment Terminal doesn’t respond, click the box below relevant to the model of Payment Terminal you’re using.

  • If your V400c Plus Terminal stops responding press and hold the green button on the keypad for three seconds:

     

    If the terminal doesn’t respond, disconnect and reconnect the power adapter by following these steps:

    1. Turn the terminal over so that the back of the terminal is facing upwards.
    2. Remove the back cover of the terminal by lifting up the latch:

       

    3. Unlock the power jack by using the notch on the plug. Rotate the plug 90 degrees to your right. The notch should then face upwards:

       

    4. Remove the cable from the terminal

    Once the cable has been removed, plug the cable in and power on the terminal by following the steps in Powering on the V400c Plus Payment Terminal.

    If the terminal is still unresponsive after following the steps above, contact Support.

  • If your V400c Plus Terminal stops responding press and hold the green button on the keypad for three seconds:

     

    If the terminal doesn’t respond, disconnect the battery by following these steps:

    1. Disconnect the power supply if plugged in.
    2. Turn the terminal over so that the back of the terminal is facing upwards.
    3. Remove the battery cover by moving the unlock slider to the right:

       

    4. Remove the battery.
    5. Put the battery back in the terminal. Make sure you insert the battery underneath the retaining lugs:

       

    6. Reinsert the battery cover and lock by moving the slider to the left:

       

      lock_battery_compartment.jpg

    7. Press and hold the Confirm button for three seconds to power on the terminal:

       

    If the terminal is still unresponsive after following the steps above, contact Support.

 

Battery doesn’t charge (V400m only)

  • If the battery in your terminal doesn’t charge properly, try the following:
    • If you have more than one V400m, try using the power supply specifically for that device. If the battery won’t charge, then the power supply may be faulty. Contact Support for a replacement.
    • Inspect the charging port for any dust or debris as this can block the connection between the Payment Terminal and the cable.

    To clean the charging port, power off the Payment Terminal. Then use a can of compressed air to remove any dust or debris.

    WARNING: Don’t use metal objects, liquid (other than isopropyl alcohol), or anything sharper than a toothpick when cleaning the charging port or contacts on the terminal and battery.

    Once you’ve checked the charging port, if the battery still doesn’t charge, check that the battery is inserted correctly and that the battery and terminal contacts are free of dust and debris.

    Follow these steps:

    1. Remove the battery cover by moving the unlock slider to the right:

       

    2. Take out the battery
    3. Make sure there is no dust or debris on the contacts on the battery and terminal:

       

    4. Put the battery back in the terminal. Make sure you insert the battery underneath the retaining lugs:

       

    5. Reinsert the battery cover and lock by moving the slider to the left:

       

      lock_battery_compartment.jpg

    6. Press and hold the Confirm button for three seconds to power on the terminal:

       

    If the Payment Terminal won’t charge after trying the steps above, the battery or device may be faulty. Contact Support to arrange a replacement.

 

Battery drains too quickly (V400m only)

  • The V400m Payment Terminal can process up to 200 transactions before its battery needs to be recharged. Under normal use, battery life will decrease over time.

    The V400m Payment Terminal has a packet filter that wakes up the terminal only when a dedicated message is sent to the terminal. For example, when a payment is made.

    If your battery lasts significantly less than 200 transactions, first check your Wi-Fi network. If you’re in an area with a weak Wi-Fi signal, battery life will be reduced as the terminal tries to remain connected.

    If you are in an area with a weak Wi-Fi signal, try moving to an area with stronger signal. You may need to speak to your IT team about increasing the Wi-Fi signal to ensure a strong connection which will help battery life.

    If you've completed these troubleshooting steps and still notice significant battery drain, contact Support.

 

Blank Receipts printing

If your Payment Terminal prints blank receipts, check you have inserted the receipt roll correctly.

    1. Pull up the latch of the paper compartment to unlock it
    2. Pull the paper compartment door downwards
    3. Insert the paper roll making sure the paper sticks out slightly
    4. Close the cover of the paper compartment
    You can see these steps in the following video:

     

 

Connection Issues

If you experience any connectivity issues when taking a Payment, check the Adyen Platform Status page.

If there are no reported issues, these next steps are:

  1. Running Network Diagnostics on the Payment Terminal
  2. Checking your Wi-Fi network and Router

 

Running Network Diagnostics

Running Network Diagnostics on the Payment Terminal can help to troubleshoot any issues.

  • Running network diagnostics can help indicate whether there’s any issues with the Adyen platform, or with your own network connection.

    To test your network connection, follow these steps:

    1. Tap Settings from the home screen of the device:

       

    2. Tap Diagnostics:

       

    In Network Diagnostics you’ll see the following options:

     

    Test the following by tapping the menu item:

    1. PSP connection
    2. Terminal API
    3. Endpoints

    Each option should return a successful status:

    If any of the tests fail, proceed to the next section for further information on resolving the failures.

     

    PSP Connection Test

    The PSP connection test verifies the connection to the Adyen payments platform. The test checks the DNS resolution, firewalls, routing, and TLS negotiations.

    TIP: If a test step fails, all other steps afterwards will be marked as failed.

    Test Step Result Description
    Looking up host There is a DNS problem. The terminal is unable to resolve the Adyen domains.
    Connecting

    Something on your network is preventing the terminal from connecting. This could be:

    A problem with your router, or your internet connection is down
    Negotiating

    This step checks the security of the connection. If this fails, it can indicate that your security gateway is inspecting the TLS session.

     

    If that is the case, wait for the inspection to finish


    If you see this failure message, contact Support immediately.
    Writing data

    Traffic from the terminal is blocked. There is a problem with your firewall or router settings.
    Receiving data Traffic to the terminal is blocked. There is a problem with your firewall or router settings

    TIP: If you’ve checked the Adyen Platform Status page and are still experiencing issues, speak to your IT team and ask them to check your network and firewall exceptions.

     

    Terminal API Test

    The Terminal API test verifies the API connection and the cloud WebSocket connection.

    Test step Result Description
    API Enabled If this step fails, contact Support.
    WebSocket enabled If this step fails, contact Support.
    WebSocket connection If this step fails, contact Support.

    Endpoints Test

    The Endpoints test verifies whether the terminal is able to connect with the following URLs:

    • Sync URL: Used for refunds and cancellations
    • Config URL: Used by the terminal to retrieve its configuration
    • PAL URL: Used by the terminal to send requests
    • Firmware URL: Used by the terminal to retrieve the latest software release
    For each of the above URLs the terminal carries out the following test steps:
    Test step Result Description
    Looking up host DNS problem
    Connecting

    Something on your network is preventing the terminal from connecting. This could be:

    A problem with your router, or your internet connection is down, or the Adyen server is down
    Negotiating

    This step checks the security of the connection. If this fails, it can indicate Adyen has updated their certificates.

    If you see this failure message, contact Support immediately.

     
    Writing data There is a problem with your firewall or router settings.
    Receiving data There is a problem with your firewall or router settings.

    TIP: If you’ve checked the Adyen Platform Status page and are still experiencing issues, speak to your IT team and ask them to check the firewall exceptions.

 

Checking your Wi-Fi network and Router

To rule out any issues with your Wi-Fi connection, try and connect another Wi-Fi enabled device to your existing network.

If you can’t connect another device this indicates an issue with your Wi-Fi connection or router. Speak to your IT team to resolve this.

If you can connect another device to your Wi-Fi network, this could indicate the Wi-Fi network hasn’t been configured correctly on the Payment Terminal.

You can resolve this by resetting the Wi-Fi network settings on the Payment Terminal.

 

Resetting the Terminal’s Wi-Fi network settings

If you have any issues taking payments, you may need to reset the terminal's network settings.

    1. On the terminal, tap Settings:

    2. Tap Network and enter your Passcode:

       

    3. Tap Wi-Fi and then tap the info icon next to your network to view the Network details:

       

    4. Remove the network from the terminal by tapping the blue bin icon:

       

    Once the Wi-Fi network has been removed, you’ll need to restart your device. To restart the terminal, you can disconnect and reconnect the power cable (V400c Plus model only), or remove the battery (V400m model only).

    You can also follow these steps:

    1. Tap Settings:

       

    2. Tap Power:

       

    3. Enter your Passcode and confirm by pressing the green key on the keypad:

       

    4. Tap Restart:

       

    Once your device has restarted, you’ll need to reconnect to your Wi-Fi network:

    1. Tap Settings from the home screen of the device:

       

    2. Tap Network:

       

    3. Enter your passcode and confirm by pressing the green key on the keypad:

       

    4. Tap on the “Tap to Connect” blue circle in the bottom right corner:

       

    5. Select your Wi-Fi network from the list that appears:

       

    6. Enter your Wi-Fi password using the on screen keyboard. Tap the blue tick to save your password:

       

    7. You’ll see a connecting screen before being taken back to the Wi-Fi screen.

    Once you’ve connected to your Wi-Fi network, you should run Network Diagnostics before taking a payment

 

Issues when attempting transactions

Read this section to troubleshoot the most common transaction errors with Payment Terminals.

 

Declined Payments

If a payment is declined, you’ll see the reason in the Chip & Pin Payment screen or on the Payment Terminal screen:

 

You can find more information by reading Reasons why a Payment may be Declined.

We’d advise checking the Adyen Platform Status page first, before performing any transaction troubleshooting. This will indicate any issues with the platform that may prevent a successful transaction.

 

Pending Payments

At the top of the Payment Terminal Screen, next to the Adyen logo, you may see the following icon:

This icon indicates that there are Pending Payments that the terminal hasn't been able to send to Adyen. This is usually due to a network connection issue.

To help identify any network issues, first go to the Adyen Platform Status to check for any platform issues.

If no issues have been reported, the next step is to run network diagnostics to check whether the terminal is able to reach the Adyen platform.

TIP: When the terminal indicates it is connected to your Wi-Fi network, this doesn't always mean that it is connected to the internet. There may be issues with the connection from your Wi-Fi network to the internet. Read Checking your Wi-Fi network and Router for further information.

 

Payment Terminal displays a ***TAMPER*** message

Verifone V400c Plus and V400m Payment Terminals have a security feature designed to disable the device in the event of any security threat.

If you see a **TAMPER** message on your Payment Terminal screen, this suggests the device has either been dropped or damaged. .

This security feature cannot be reversed. If your device displays the message ***TAMPER***, the Payment Terminal will no longer work and must be replaced. To order a new Payment Terminal, read Ordering a V400c Plus or V400m Spektrix Payments Terminal for further information.

Your Payment Terminal will be replaced with the same model. For example, if you’re using a V400c Plus, it will be replaced another V400c Plus.

 

Payment Terminal displays ***Terminal in Service Mode*** message

If you see a message “Terminal in Service Mode”, this indicates that the terminal is in Safe Mode. This usually indicates an incorrect configuration on the device.

To resolve this, you can restart or reboot your terminal.

 

Restarting a Payment Terminal

To restart the terminal, you can disconnect and reconnect the power cable (V400c Plus model only), or remove the battery (V400m model only).

To reboot using the Power menu, follow these steps:

  1. Tap Settings:

  2. Tap Power:

     

  3. Enter your Passcode and confirm by pressing the green key on the keypad:

     

  4. Tap Restart:

     

If, after rebooting the terminal goes into service mode again, you can try and update the terminal's configuration. follow these steps:

  1. Tap Settings:

     

  2. Tap Config:

     

    tap_config.png

  3. Enter your Passcode and confirm by pressing the green key on the keypad:

     

    d1e6c41d-64b4-416a-a9d0-d41d708518f4

  4. Tap Update:

     

    update_service_mode.png

If you can’t access the Settings menu, or see an ‘Already up to date’ message after tapping Update, contact Support.

This article should give you the information you need to troubleshoot your V400c Plus and V400m Spektrix Payments Terminal.

To learn more about hardware, visit the Set up and troubleshoot hardware section of the Support Centre.