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Device Unreachable

Learn how to troubleshoot Device Unreachable issues.

Step-by-Step Troubleshooting Guide

If you're encountering a "Device Unreachable" error, it means your terminal is unable to connect to the Finix backend server. This guide will walk you through several steps to try and resolve this connectivity issue and get your device back online.

1. Verify Payment App Status

  • Ensure the Payment App is running on the device
  • If not, launch the Payment App and perform a test transaction

2. Check Device Time Zone

  • Confirm that the Time Zone displayed on the device matches your current location
  • If incorrect, adjust the time zone in the Device settings

3. Verify Wi-Fi Router Functionality

  • Test the Wi-Fi network with another device (e.g., smartphone or laptop)
  • If other devices cannot connect, it may be an issue with the router.
  • You can try restarting the router and retest the connection.
  • If other devices connect successfully but the terminal does not, continue to the next step.

4. Refresh Terminal's Wi-Fi Connection

  • Access the terminal's Admin menu
  • Navigate to Network > Wi-Fi
  • Select your network, disable and re-enable the Wi-Fi
  • If the issue persists, proceed to the next step

5. Perform a Terminal Reboot

  • Power off the device completely
  • Wait a few seconds, then turn it back on

6. Verify firewall settings

If you have a firewall on your network please verify you have whitelisted the following urls:

  • Sandbox:
    • https://cardpresent-orchestrator-http.sb.finixops.com
    • https://api.paxstore.us/
  • Production:
    • https://cardpresent-orchestrator-http.prod.finixops.com/
    • https://api.paxstore.us/

7. Contact Support

If the above options do not solve the problem, contact the Finix Support Team.