Question
When trying to process a payment through Pay+, why do I get the error "Error: Device Unreachable"?
Answer
When trying to process a payment through Pay+, if a user gets the a message stating "Error: Device Unreachable", this is due to a connectivity issue between Pay+ and the Payment Terminal. There are three steps that a user can take in order to solve this issue:
Solution 1: Restart Device
- Logout of the Payment Terminal
- Remove the battery and disconnect the Payment Terminal power supply
- Plug in the battery and reconnect the power supply
- Switch on the Payment Terminal
- Login to the Payment Terminal
Solution 2: IP Address
- The user should consult their IT Team within their site to ensure that the Payment Terminal device still retains the same IP address. This IP address is usually used by Pay+ to communicate with the Payment Terminal. The IT Team within the users site can check their DHCP server to ensure that a static IP has been given to the device.
Solution 3: Update Payment Terminal Software
- User will have to have the logins provided to webcom from verifone.
- Login to TMS> Terminals.
- Find the individual terminal that is affected via PTID or IP attached.
- Make sure that the fields in the red box are set according to the attached screenshot.
- Ensure that download required is ticked.
- Click on “TMS” then select “Terminals” you should see a terminal with a small pencil icon on the left.
- After going through the steps above, the user will be required to logout and login again to the device.