First time using your device?
- Check to make sure Port 9001 is open on your firewall.
- Connect straight to your modem if that's an option for your setup/device to rule out any firewall issues.
- Check to make sure that the password being entered to connect to your network is accurate and complete. It is important to note that passwords are case sensitive and if not entered exactly as listed will result in the device not being able to connect to your network, resulting in error messages.
- Attempt to plug the device into a different port - The router has several ports on the back - choose a different one than what you have been using.
- Attempt to plug directly into the modem (not through the router)
- Attempt to plug into a separate switch (if applicable).
- See Full triPOS connectivity requirements below
Modem (front/back) - These come in various shapes/sizes.
- Minimum Internet Speed recommendation of 5Mbps
- Check the network password (passwords are case sensitive)
Have you checked all cables and power that are required for your particular setup?
Depending on the current issue and your setup, this may include: POS terminal devices, modems, routers, surge protectors, power strips, etc...
Please ensure all devices are properly plugged in and not loose or worn. If you notice any loose or worn cables that will not stay in place, consider trying a new cable if a spare is available.
Have you rebooted your devices?
General rule of thumb when restarting hardware devices, please allow at least 30 seconds before reconnecting it to the power source. First try the POS terminal device reboot, then move on to troubleshooting other hardware such as a modem or router if needed.
Be sure to fully unplug from the power source, wait 30 seconds, then be sure to plugin all devices and cables securely back to a known good power source and with the proper cables. Also allow adequate time for the devices to properly boot, at least 60 seconds or longer in some cases depending upon your setup.
Once you have allowed for modem/router to display the appropriate status lights (Typically, Green = good, red = bad, and flashing indicates activity). The manual that came with your router or modem will have more information regarding what status the lights indicate. Once all devices have been rebooted and status looks good, please re-try.
Also try a different power source if you have reason to believe the power source may not be working as expected (Ex: If you had storms in the area recently).
This applies to POS terminal devices, modems, routers, and other devices that may be a part of your configuration.
Have you checked your internet connection?
How do you know if your internet is working?
One may not receive a notice on the POS terminal device itself that it cannot connect to the Internet. For testing purposes, use another device connected to the same internet connection, then open a browser and see if you can access the Internet. Visit a few web pages (Ex: google.com, yahoo.com) and note your results.
If your internet connection is not working, you will need to call your Internet Service Provider. You should try rebooting any modem and router devices related to your setup before calling your provider.
triPOS network connectivity information
Full triPOS connectivity requirements:
1. Allow outbound https port 443 traffic to tripos.vantiv.com
2. Allow TCP/IP traffic to port 9001 of device.tripos.vantiv.com
3. Minimum Internet Speed recommendation of 5Mbps