Troubleshooting your Verifone MX 915/925 terminal's browser issues

Before you start troubleshooting, you'll need to diagnose that your Verifone MX 915/925 terminal is having Firefox or Chrome browser issues. To do so, in your Retail account, go to Settings > Shop Setup > click your Shop Name > Credit Card Terminals. In this section, check that the:

• terminal's IP address is correct.
• Cayan certificate is successfully installed on your Firefox or Chrome browser.
• terminal's status is DISCONNECTED when you click Check Status.

For instructions on how to meet the above criteria, please see our Setting up payment processing with Cayan's Verifone MX 915/925 terminal help article.

Troubleshooting

Once you've diagnosed your terminal, follow the troubleshooting steps below:

1. From the terminal's Genius by Cayan idle screen, enter 000 on the device's keypad.
2. Enter the password 9416557.
3. Record the IP address.
4. To return to the Genius by Cayan idle screen, press the red X (cancel) button.
5. From your Firefox or Chrome browser, open a new tab.

   

6. In the new tab, copy and paste the following URL: https://IPADDRESSHERE:8443/v2/pos?Action=Status&Format=JSON
7. Replace the IPADDRESSHERE portion of the URL with the terminal's IP address.
8. On your computer's keyboard, press Enter. If successful, you will be greeted with the following message: 

   

   NOTE: If you are greeted with one of the below messages, click on the one that applies to you for additional troubleshooting steps: 

   • Your connection is not private

   • Secure Connection Failed

9. From your Retail account, go to Settings > Shop Setup.
10. Click your Shop Name.
11. From the left menu, click Credit Card Terminals.
12. Click Check Status. If successful, you terminal's status will be CONNECTED.

Getting a Your connection is not secure message?

If you're getting this message, you need to add a certificate for your terminal's specific IP address.

1. Click Advanced. This will open a hidden drop-down menu.
2. Click Proceed to IP Address (unsafe).

   

   If successful, you will be greeted with the following message: 

   

3. From your Retail account, go to Settings > Shop Setup.
4. Click your Shop Name.
5. From the left menu, click Credit Card Terminals.
6. Click Check Status. If successful, you terminal's status will be CONNECTED.

Getting a Service Connection Failed message?

If you're getting this message, you need to make your router trust your terminal's specific IP address.

1. From your Firefox browser, open a new tab.

   

2. In the new tab, type about:support in the address bar and press Enter on your keyboard.
3. On the top right corner, click the Refresh Firefox... button.
4. From the pop-up window, click Refresh Firefox. This will restart your Firefox browser.
5. From the Import Wizard window, click Done. 

   

6. Once your Firefox has restarted, repeat steps 1-12 of the Troubleshooting section.