ROLLER Payments card terminal troubleshooting

If you're experiencing issues with your ROLLER Payments card terminal, follow the steps in this guide to troubleshoot common problems. This guide is designed to help you quickly resolve issues with your integrated ROLLER card terminals, including network connectivity, hardware setup and software updates.

Step 1: Is the card terminal plugged in and powered on?

Make sure that the cables are plugged in securely and that the device is receiving power.

1. Make sure that you have connected all necessary items that were delivered with the card terminal.
2. Make sure that the power cord is plugged in, and charge the card terminal for at least 30 minutes.
3. Hold the Confirm button for at least 3 seconds.
4. If the card terminal still does not start, contact Support.

Step 2: Is the card terminal having network connectivity issues?

Check if your card terminal shows a red exclamation mark (!) or a message like "not connected", "network not connected", or "disconnected" on the display.

• If you do not see any network error message: Skip to Step 3.
• Otherwise: Follow the instructions in the relevant section below based on the how your device connects to the internet;
  • Ethernet
  • WiFi
  • Cellular

We strongly recommend that you connect your card terminals via ethernet wherever possible for best reliability and performance.

Ethernet

1. Check if the router is able to connect to a different device

Try to connect your phone or laptop to the internet to check if your router is active. If the other device does not connect either, then ask your IT department to resolve your router's connection problem.

2. Restart the terminal

• On the card terminal, press 9 and then Green.
• If asked, enter the passcode and press Green.
  You can find your passcode in POS under More > Settings > Hardware
• Select the Reboot option and wait for the card terminal to restart.

3. Replace the Ethernet cable

If the router is connecting properly to a different device, try replacing the Ethernet cable that is connected to the terminal or try plugging the Ethernet cable into a different ethernet socket.

4. Check if there is a firewall active on your router

Use dynamic IP addresses on the local network. If not, use a DHCP server to define static IP addresses to ensure unique IP addresses and avoid unexpected issues.

If the network error has been resolved but you are still having issues with your card terminal; Skip to Step 3.

WiFi

1. Check the SSID

This solution applies if you are using a WPA2-Enterprise Wi-Fi network and the terminal's Wi-Fi settings are configured through a Wi-Fi profile.

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
• Navigate to Network > Wi-Fi and select the i info icon next to your network to view the Network details.
• Verify that the SSID field contains a value.
  If the SSID is missing, this can indicate that the profile didn't synchronize on the terminal, or that the profile is configured incorrectly. Contact us for help with this issue.

2. Check that your Wi-Fi router is connected correctly

• Connect a different device, such as your phone or laptop, to the Wi-Fi network you are trying to connect to your terminal.

  • If the Wi-Fi router doesn't work properly with a different device, ask your IT department to resolve this issue first.

  • If the router is active but the terminal is not connecting to the Wi-Fi, proceed to the next solution.

3. Restart the Wi-Fi status on the terminal

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
• Navigate to Network > Wi-Fi.
• Make sure Wi-Fi is enabled, and select your desired Wi-Fi network.
• Enter your own Wi-Fi password that is linked to the router.

4. Restart the terminal

• On the card terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
  
• Select the Reboot option and wait for the card terminal to restart.

5. Reset your Wi-Fi settings

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
• Go to Network > Wi-Fi and select the i info icon next to your network to view the Network details.
• Remove the network from the terminal.
• Wait for the terminal to reboot.
• Open the Admin menu on your terminal again.
• Go to Network > Wi-Fi.
• Enable Wi-Fi. The terminal will scan the available networks.
• Select the desired network, and enter your own Wi-Fi password.

If the network error has been resolved but you are still having issues with your card terminal; Skip to Step 3.

Cellular

1. Increase signal area

First, check the current signal strength:

1. On the payment terminal, press 9 and then Green.
2. Enter the passcode if requested and press Green.
   You can find your passcode in POS under More > Settings > Device
3. Go to Network > Cellular/gprs > Cellular settings > Signal. The strength is shown in %.

4. Walk around with the terminal and monitor the signal percentage to see if it increases:

   • Walk around the area you are in.
   • Walk outside to see if the signal strength increases.
   • Make sure you are not in an area that could block the signal such as a cellar or a bunker.

If the terminal strength does not increase, proceed to the next solution.

2. Check if the SIM card is inserted correctly

• Remove the back cover from the terminal.
• Check whether the SIM card is in the middle slot or inserted incorrectly.
• If there is a noticeable issue, take the SIM card out.
• Insert the SIM card again.
• Contact ROLLER Support to reactivate the SIM.

3. Restart the terminal

• On the card terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
• Select the Reboot option and wait for the card terminal to restart.

4. Determine if 3G/4G has been enabled for your card terminal

Depending on your contract, we enable 3G/4G on your merchant account before you receive your terminal. If for some reason this setting wasn't enabled, the 3G/4G connection will not work.

Contact ROLLER Support to make sure this setting is enabled.

If the network error has been resolved but you are still having issues with your card terminal; Skip to Step 3.

Step 3: Confirm that the serial number linked to ROLLER POS is correct

ROLLER POS connects to the card terminal based on the serial number of the card terminal. If the incorrect serial number has been selected in ROLLER POS then you will be unable to connect to the card terminal to process any payments.

How to check the serial number of the card terminal

Check the back of the card terminal for the serial number which will look like S/N 123-456-789

OR

• On the card terminal, press 5 followed by Green
• Above the QR code on the screen you will see a serial number which will look something like P400Plus-123456789

How to check what serial number is selected in ROLLER POS

• Log in to ROLLER POS and navigate to More > Settings > Hardware
• Next to “Adyen cloud terminal integration serial number” you should see the serial number of your card terminal.
• If this is incorrect, select the correct serial number from the drop down list and then click Save settings.

Step 4: Check that there are no software or configuration updates

How to check for software updates

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
• Navigate to Software > Update either by using the touchscreen or by pressing 2 and then Green.
  • If there are updates, wait for the terminal to finish installing the updates and restarting.
  • If you get the message "Already up to date" then press the Red button until you are back to the terminal welcome screen.

How to check for configuration updates

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
• Navigate to Config > Update either by using the touchscreen or by pressing 3 and then Green.
  • Wait for the terminal to finish updating the configuration, then restart the terminal.
  • If you get the message "Already up to date" then press Ok followed by the Red button until you are back to the terminal welcome screen.

Step 5: Reboot the card terminal

• On the card terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
  You can find your passcode in POS under More > Settings > Device
• Select the Reboot option and wait for the card terminal to restart.

Step 6: Contact ROLLER Support

After following all of the above steps, if you are still having issues with your ROLLER Payments card terminal then please contact ROLLER Support.