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Run connection tests from the terminal

Start connection tests on the terminal and learn how to interpret the results.

On the payment terminal, you can run tests to verify the connection:

  • Between the terminal and the Adyen payments platform.
  • Between the terminal and the Adyen Terminal API and various endpoints.

The next sections describe:

  • How to run the connection tests.
  • What it means when a connection test fails.

Run diagnostic connection tests from a terminal

  1. Check the icons in the top row of the terminal display. If an expected icon is missing, that's the first indication of what is wrong.

    • If the terminal uses a Wi-Fi connection, you should see the Wi-Fi symbol.
    • If you have a cloud Terminal API integration, you should see a cloud symbol.

  2. Go to the Admin menu.
  3. Select Network > Diagnostics > PSP connection and check the result. Refer to PSP connection test.
  4. Go back to Diagnostics, select Terminal API, and check the result. Refer to Terminal API test.
  5. Go back to Diagnostics and select Endpoints. The terminal runs tests on four URLs and then shows a final screen. Check the result. Refer to Endpoints test.

All tests should pass, showing a green check mark -white_check_mark- for all steps in a test.
If a test step fails, it is marked with red cross -x-, and all steps after that are also marked as failed with a red cross -x-.

The next sections explain what it means when a test step fails.

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.

If a test step fails, all steps after that are also marked as failed with a red cross -x-.

Test step Result Description
Looking up host -x- There is a DNS problem. The terminal is not able to resolve the Adyen domains.
Connecting -x- Something in the network is preventing the terminal from connecting. There can be several causes:
  • A problem with your router.
  • The internet connection is down.
Negotiating -x- This step checks the security of the connection. If it fails, this can indicate:
  • Your security gateway is inspecting the TLS session. If that is the case, wait for the inspection to finish. We recommend bypassing any inspections of Adyen domains.
  • Some other problem.
Contact Adyen immediately.
Writing data -x- Traffic from the terminal is blocked. There is a problem with the settings of your router or firewall.
Receiving data -x- Traffic to the terminal is blocked. There is a problem with the settings of your router or firewall.

If you connected the terminal for the first time and the overall result of the PSP connection test is No Error, the terminal is successfully connected and you can ignore the red cross for Receiving data.

Terminal API test

The Terminal API test verifies the API connection and the cloud WebSocket connection. If you are not using cloud communications, you can ignore the WebSocket test result.

If a test step fails, all steps after that are also marked as failed with a red cross -x-.

Test step Result Description
API enabled -x- To solve this issue, enable Terminal API in your Customer Area under Point of sale > Terminal settings > Integrations.
WebSocket enabled -x- To solve this issue, ask our POS Support Team to enable WebSockets for your cloud Terminal API integration.
WebSocket connection -x- The cloud connection with our Terminal API fails.

Endpoints test

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

  • Sync URL, which is used for refunds and cancellations.
  • Config URL, where the terminal retrieves its configuration.
  • PAL URL, where the terminal sends requests.
  • Firmware URL, where the terminal retrieves the latest software release.
  • Engagement URL, for the Managed Engagement service that lets you use predefined shopper engagement campaigns and download the results from your Customer Area. This URL is only included if the service is enabled for your account.

The test also shows the Maximum Transmission Unit (MTU) value that the terminal is using.

For each of the above URLs the terminal carries out the following test steps:

If a test step fails, all steps after that are also marked as failed with a red cross -x-.

Test step Result Description
Looking up host -x- There is a DNS problem.
Connecting -x- There can be several causes:
  • A problem with your router.
  • Our server is down.
  • The internet connection is down.
Negotiating -x- This step checks the security of the connection. If it fails, this can indicate that we have updated our certificates, or that you have fallen victim to hacking.
Contact Adyen immediately.
Writing data -x- There is a problem with the settings of your router or firewall.
Receiving data -x- There is a problem with the settings of your router or firewall.

See also