{"title":"Run connection tests from the terminal","category":"default","creationDate":1602158340,"content":"<p>On the payment terminal, you can run tests to verify the connection:<\/p>\n<ul>\n<li>Between the terminal and the Adyen payments platform.<\/li>\n<li>Between the terminal and the Adyen Terminal API.<\/li>\n<li>Between the terminal and various endpoints, for example for receiving updates.<\/li>\n<\/ul>\n<p>The next sections describe:<\/p>\n<ul>\n<li>How to run the connection tests.<\/li>\n<li>What it means when a connection test fails.<\/li>\n<\/ul>\n<h2>Requirements<\/h2>\n<p>Before you begin, take into account the following requirements.<\/p>\n<table>\n<thead>\n<tr>\n<th style=\"text-align: left;\">Requirement<\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"text-align: left;\"><strong>Integration type<\/strong><\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">A Terminal API integration using payment terminals integrated with a POS system.<\/li>  <li>Standalone payment terminals.<br\/><\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Hardware<\/strong><\/td>\n<td style=\"text-align: left;\">All non-legacy payment terminals.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Limitations<\/strong><\/td>\n<td style=\"text-align: left;\">Some tests apply only to cloud communications or only to local communications.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 id=\"run-diagnostic-connection-tests\">Run diagnostic connection tests from a terminal<\/h2>\n<ol>\n<li>\n<p>Check the icons in the top row of the terminal display. If an expected icon is missing, that is the first indication of what is wrong.<\/p>\n<ul>\n<li>If the terminal uses a Wi-Fi connection, you should see the Wi-Fi symbol.<\/li>\n<li>\n<p>If you have a Terminal API integration using cloud communications, you should see a cloud symbol.<\/p>\n<!-- list separator -->\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>Go to <strong>Settings<\/strong> and select <strong>Diagnostics<\/strong>.<\/p>\n<ul>\n<li>On <em>non-Android terminals<\/em> that use the <a href=\"\/point-of-sale\/menu-access#old-menu-structure\">old menu structure<\/a>, go to the Admin menu and select <strong>Network<\/strong> &gt; <strong>Diagnostics<\/strong>.<\/li>\n<li>\n<p>On an <em>Android<\/em> terminal, go to <strong>Settings<\/strong> and select <strong>Diagnostics<\/strong>.<\/p>\n<!-- list separator -->\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>Under <strong>Diagnostics<\/strong>, select <strong>PSP connection<\/strong> and check the result. Refer to <a href=\"#psp-connection-test\">PSP connection test<\/a>.<\/p>\n<\/li>\n<li>\n<p>Go back to <strong>Diagnostics<\/strong>, select <strong>Terminal API<\/strong> and check the result. Refer to <a href=\"#terminal-api-test\">Terminal API test<\/a> and <a href=\"#local-communications-tls\">Local communications TLS test<\/a>.<\/p>\n<\/li>\n<li>\n<p>Go back to <strong>Diagnostics<\/strong> and select <strong>Endpoints<\/strong>. The terminal runs tests on four URLs and shows the results. Refer to <a href=\"#endpoints-test\">Endpoints test<\/a>.<\/p>\n<\/li>\n<\/ol>\n<p>On a <em>non-Android<\/em> terminal that uses the <a href=\"\/point-of-sale\/menu-access#old-menu-structure\">old menu structure<\/a>, when tests pass the terminal shows a green check mark <img title=\"-white_check_mark-\" alt=\"-white_check_mark-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/white_check_mark.png\" \/> for all steps in a test. If a test fails, it is marked with red cross <img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/>, and all steps are also marked as failed with a red cross <img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/>.<br \/>\nOn an <em>Android<\/em> terminal, when tests pass the terminal shows <strong>Successful<\/strong>. If you tap <strong>Successful<\/strong>, all steps show a green check mark <img title=\"-white_check_mark-\" alt=\"-white_check_mark-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/white_check_mark.png\" \/>. If a test fails, the terminal shows <strong>Failed<\/strong>, and all steps when you tap <strong>Failed<\/strong> are also marked as failed with a red cross <img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/>.<\/p>\n<p>The next sections explain what it means when a test step fails.<\/p>\n<h2 id=\"psp-connection-test\">PSP connection test<\/h2>\n<p>The <strong>PSP connection<\/strong> test verifies the connection to the Adyen payments platform. The test checks the DNS resolution, firewalls, routing, and TLS negotiations.<\/p>\n<div class=\"notices green\">\n<p>If a test step fails, all steps after that are also marked as failed with a red cross <img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/>.<\/p>\n<\/div>\n<table>\n<thead>\n<tr>\n<th style=\"text-align: left;\">Test step<\/th>\n<th style=\"text-align: left;\">Result<\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"text-align: left;\"><strong>Looking up host<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">There is a DNS problem. The terminal is not able to resolve the Adyen domains. <br>Contact your company's network or IT team.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Connecting<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">Something in the network is preventing the terminal from connecting. There can be several causes: <ul><li markdown=\"1\">A problem with your router.<\/li><li markdown=\"1\">The internet connection is down.<\/li><\/ul> Contact your company's network or IT team.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Negotiating<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">This step checks the security of the connection. If it fails, this can indicate:<ul><li markdown=\"1\">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.<\/li><li markdown=\"1\">Some other problem.<\/li><\/ul> <strong>Contact Adyen immediately.<\/strong><\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Writing data<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">Traffic from the terminal is blocked. There is a problem with the settings of your router or firewall. <br>Contact your company's network or IT team.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Receiving data<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">Traffic to the terminal is blocked. There is a problem with the settings of your router or firewall. <br><br>If you connected the terminal for the first time and the overall result of the PSP connection test is <strong>No Error<\/strong>, the terminal is successfully connected and you can ignore the red cross for Receiving data. <br>Otherwise, contact your company's network or IT team.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 id=\"terminal-api-test\">Terminal API test<\/h2>\n<p>The <strong>Terminal API<\/strong> test verifies the API connection and the cloud WebSocket connection. For integrated terminals using local communications, you can ignore the WebSocket test results.<\/p>\n<div class=\"notices green\">\n<p>If a test step fails, all steps after that are also marked as failed with a red cross <img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/>.<\/p>\n<\/div>\n<table>\n<thead>\n<tr>\n<th style=\"text-align: left;\">Test step<\/th>\n<th style=\"text-align: left;\">Result<\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"text-align: left;\"><strong>API enabled<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">To solve this issue, enable Terminal API in your <a href=\"https:\/\/ca-live.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a> under <strong>In-person payments<\/strong> &gt; <strong>Terminal settings<\/strong> &gt; <strong>Integrations<\/strong>.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>WebSocket enabled<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">To solve this issue, enable WebSockets in your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a> under <strong>In-person payments<\/strong> &gt; <strong>Terminal settings<\/strong> &gt; <strong>Integrations<\/strong>.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>WebSocket connection<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">The cloud connection with our Terminal API fails.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 id=\"local-communications-tls\">Local communications TLS test<\/h2>\n<p>The <strong>Terminal API<\/strong> test also returns information about the Transport Layer Security (TLS) used in your <a href=\"\/point-of-sale\/design-your-integration\/choose-your-architecture\/local\">local communications<\/a> integration.<\/p>\n<p>For integrated terminals using <a href=\"\/point-of-sale\/design-your-integration\/choose-your-architecture\/\">cloud communications<\/a> and for standalone terminals, these tests are not applicable.<\/p>\n<table>\n<thead>\n<tr>\n<th style=\"text-align: left;\">Test step<\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"text-align: left;\"><strong>TLS version<\/strong><\/td>\n<td style=\"text-align: left;\">Transport Layer Security (TLS) version used in the communication between your POS app and the terminal.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Cipher<\/strong><\/td>\n<td style=\"text-align: left;\">The cipher used to encrypt and decrypt messages.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>URL<\/strong><\/td>\n<td style=\"text-align: left;\">The address that your POS app connects to. Depends on your integration.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 id=\"endpoints-test\">Endpoints test<\/h2>\n<p>The <strong>Endpoints<\/strong> test verifies whether the terminal is able to connect with several URLs:<\/p>\n<ul>\n<li><strong>Sync URL<\/strong>, which is used for refunds and cancellations.<\/li>\n<li><strong>Config URL<\/strong>, where the terminal retrieves its configuration.<\/li>\n<li><strong>PAL URL<\/strong>, where the terminal sends requests.<\/li>\n<li><strong>Firmware URL<\/strong>, where the terminal retrieves the latest software release.<\/li>\n<\/ul>\n<p>The test also shows the <a href=\"\/point-of-sale\/design-your-integration\/network-and-connectivity\/networking-issues#avoid-mtu-issues\">Maximum Transmission Unit (MTU) value<\/a> that the terminal is using.<\/p>\n<p>For each of the above URLs the terminal carries out the following test steps:<\/p>\n<div class=\"notices green\">\n<p>If a test step fails, all steps after that are also marked as failed with a red cross <img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/>.<\/p>\n<\/div>\n<table>\n<thead>\n<tr>\n<th style=\"text-align: left;\">Test step<\/th>\n<th style=\"text-align: left;\">Result<\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"text-align: left;\"><strong>Looking up host<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">There is a DNS problem. <br>Contact your company's network or IT team.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Connecting<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">There can be several causes: <ul><li markdown=\"1\">A problem with your router.<\/li><li markdown=\"1\">Our server is down.<\/li><li markdown=\"1\">The internet connection is down.<\/li><\/ul> <br>Contact your company's network or IT team.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Negotiating<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">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. <br><br><strong>Contact Adyen immediately.<\/strong><\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Writing data<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">There is a problem with the settings of your router or firewall. <br>Contact your company's network or IT team.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Receiving data<\/strong><\/td>\n<td style=\"text-align: left;\"><img title=\"-x-\" alt=\"-x-\" class=\"smileys\" src=\"\/user\/data\/smileys\/emoji\/x.png\" \/><\/td>\n<td style=\"text-align: left;\">There is a problem with the settings of your router or firewall. <br>Contact your company's network or IT team.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2>See also<\/h2>\n<div class=\"see-also-links output-inline\" id=\"see-also\">\n<ul><li><a href=\"\/point-of-sale\/diagnostics\/request-diagnosis\"\n                        target=\"_self\"\n                        >\n                    Make a diagnosis request\n                <\/a><\/li><li><a href=\"\/point-of-sale\/design-your-integration\/network-and-connectivity\"\n                        target=\"_self\"\n                        >\n                    Network and connectivity\n                <\/a><\/li><li><a href=\"\/point-of-sale\/design-your-integration\/network-and-connectivity\/wi-fi-profiles#know-when-certificates-expire\"\n                        target=\"_self\"\n                        >\n                    Know when certificates expire\n                <\/a><\/li><\/ul><\/div>\n","url":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/connection-tests","articleFields":{"description":"Start connection tests on the terminal and learn how to interpret the results.","last_edit_on":"09-10-2020 12:30"},"algolia":{"url":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/connection-tests","title":"Run connection tests from the terminal","content":"On the payment terminal, you can run tests to verify the connection:\n\nBetween the terminal and the Adyen payments platform.\nBetween the terminal and the Adyen Terminal API.\nBetween the terminal and various endpoints, for example for receiving updates.\n\nThe next sections describe:\n\nHow to run the connection tests.\nWhat it means when a connection test fails.\n\nRequirements\nBefore you begin, take into account the following requirements.\n\n\n\nRequirement\nDescription\n\n\n\n\nIntegration type\nA Terminal API integration using payment terminals integrated with a POS system.  Standalone payment terminals.\n\n\nHardware\nAll non-legacy payment terminals.\n\n\nLimitations\nSome tests apply only to cloud communications or only to local communications.\n\n\n\nRun diagnostic connection tests from a terminal\n\n\nCheck the icons in the top row of the terminal display. If an expected icon is missing, that is the first indication of what is wrong.\n\nIf the terminal uses a Wi-Fi connection, you should see the Wi-Fi symbol.\n\nIf you have a Terminal API integration using cloud communications, you should see a cloud symbol.\n\n\n\n\n\nGo to Settings and select Diagnostics.\n\nOn non-Android terminals that use the old menu structure, go to the Admin menu and select Network &gt; Diagnostics.\n\nOn an Android terminal, go to Settings and select Diagnostics.\n\n\n\n\n\nUnder Diagnostics, select PSP connection and check the result. Refer to PSP connection test.\n\n\nGo back to Diagnostics, select Terminal API and check the result. Refer to Terminal API test and Local communications TLS test.\n\n\nGo back to Diagnostics and select Endpoints. The terminal runs tests on four URLs and shows the results. Refer to Endpoints test.\n\n\nOn a non-Android terminal that uses the old menu structure, when tests pass the terminal shows a green check mark  for all steps in a test. If a test fails, it is marked with red cross , and all steps are also marked as failed with a red cross .\nOn an Android terminal, when tests pass the terminal shows Successful. If you tap Successful, all steps show a green check mark . If a test fails, the terminal shows Failed, and all steps when you tap Failed are also marked as failed with a red cross .\nThe next sections explain what it means when a test step fails.\nPSP connection test\nThe PSP connection test verifies the connection to the Adyen payments platform. The test checks the DNS resolution, firewalls, routing, and TLS negotiations.\n\nIf a test step fails, all steps after that are also marked as failed with a red cross .\n\n\n\n\nTest step\nResult\nDescription\n\n\n\n\nLooking up host\n\nThere is a DNS problem. The terminal is not able to resolve the Adyen domains. Contact your company's network or IT team.\n\n\nConnecting\n\nSomething in the network is preventing the terminal from connecting. There can be several causes: A problem with your router.The internet connection is down. Contact your company's network or IT team.\n\n\nNegotiating\n\nThis 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.\n\n\nWriting data\n\nTraffic from the terminal is blocked. There is a problem with the settings of your router or firewall. Contact your company's network or IT team.\n\n\nReceiving data\n\nTraffic 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. Otherwise, contact your company's network or IT team.\n\n\n\nTerminal API test\nThe Terminal API test verifies the API connection and the cloud WebSocket connection. For integrated terminals using local communications, you can ignore the WebSocket test results.\n\nIf a test step fails, all steps after that are also marked as failed with a red cross .\n\n\n\n\nTest step\nResult\nDescription\n\n\n\n\nAPI enabled\n\nTo solve this issue, enable Terminal API in your Customer Area under In-person payments &gt; Terminal settings &gt; Integrations.\n\n\nWebSocket enabled\n\nTo solve this issue, enable WebSockets in your Customer Area under In-person payments &gt; Terminal settings &gt; Integrations.\n\n\nWebSocket connection\n\nThe cloud connection with our Terminal API fails.\n\n\n\nLocal communications TLS test\nThe Terminal API test also returns information about the Transport Layer Security (TLS) used in your local communications integration.\nFor integrated terminals using cloud communications and for standalone terminals, these tests are not applicable.\n\n\n\nTest step\nDescription\n\n\n\n\nTLS version\nTransport Layer Security (TLS) version used in the communication between your POS app and the terminal.\n\n\nCipher\nThe cipher used to encrypt and decrypt messages.\n\n\nURL\nThe address that your POS app connects to. Depends on your integration.\n\n\n\nEndpoints test\nThe Endpoints test verifies whether the terminal is able to connect with several URLs:\n\nSync URL, which is used for refunds and cancellations.\nConfig URL, where the terminal retrieves its configuration.\nPAL URL, where the terminal sends requests.\nFirmware URL, where the terminal retrieves the latest software release.\n\nThe test also shows the Maximum Transmission Unit (MTU) value that the terminal is using.\nFor each of the above URLs the terminal carries out the following test steps:\n\nIf a test step fails, all steps after that are also marked as failed with a red cross .\n\n\n\n\nTest step\nResult\nDescription\n\n\n\n\nLooking up host\n\nThere is a DNS problem. Contact your company's network or IT team.\n\n\nConnecting\n\nThere can be several causes: A problem with your router.Our server is down.The internet connection is down. Contact your company's network or IT team.\n\n\nNegotiating\n\nThis 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.\n\n\nWriting data\n\nThere is a problem with the settings of your router or firewall. Contact your company's network or IT team.\n\n\nReceiving data\n\nThere is a problem with the settings of your router or firewall. Contact your company's network or IT team.\n\n\n\nSee also\n\n\n                    Make a diagnosis request\n                \n                    Network and connectivity\n                \n                    Know when certificates expire\n                \n","type":"page","locale":"en","boost":17,"hierarchy":{"lvl0":"Home","lvl1":"In-person payments","lvl2":"Troubleshooting terminals","lvl3":"Run connection tests from the terminal"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/point-of-sale","lvl2":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting","lvl3":"\/point-of-sale\/pos-troubleshooting\/connection-tests"},"levels":4,"category":"In-person payments","category_color":"green","tags":["connection","tests","terminal"]}}