ADYEN FAQ and troubleshooting

Before opening TECHNOLOGY Ticket

Follow below steps

All cables must be connected as per the above network map

Anytime you run into Adyen PINPAD issues follow the below steps depending on the issues you are facing

  1. PINPAD POWER ISSUE : PINPAD is POWERED ON by checking screen which has FIVE GUYS logo on display

    If you found that PINPAN is power off, please make sure the power adapter cable is connected fine from surge protector to Verifone P400 Cable (Dongle) (as shown above)

  2. NETWORK CONNECTIVITY ISSUE: Either one of the PINPAD shows not connected to Network or Internet

    If the PINPAD screen shows not connected to the Network or Internet please make sure to check Green Cable for that PINPAD connected fine from FOH POS Switch to Verifone P400 Cable (Dongle) ETH PORT and you see GREEN LINK LIGHT BLINKING ON THE SWITCH.

  3. PINPAD AND POS STAND-ALONE MODE ISSUE: Both PINPADs are offline and POS shows Stand-Alone Mode

    If Both POS shows Stand-Alone Mode error and both PINPADs are offline.

    Scenario 1: You must check the FOH POS Switch has a Power light (Green Solid Light as shown below) is ON, If not then check Power Adapter cable for the switch is connected fine from the surge protector to FOH POS Switch (shown above)

    Scenario 2: If you found out that FOH POS Switch is Powered ON, check the Black Cable (labeled as TO WALL JACK) connected fine from FOH POS Switch to WALL JACK (as shown above) and you see GREEN LINK LIGHT BLINKING ON THE SWITCH

4. TIP OR TAP FUNCTIONS NOT WORKING OR SHOWS “REQUEST IN PROGRESS” ERROR ON PINPAD?

If TIP or TAP functions not working OR shows “REQUEST IN PROGRESS” on PINPAD press and hold the RED & GREEN button at same time until it restarts the PINPAD (picture on right)

    THIS MUST BE FOLLOWED BEFORE OPENING IT TICKET

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