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:
- From the terminal's Genius by Cayan idle screen, enter 000 on the device's keypad.
- Enter the password 9416557.
- Record the IP address.
- To return to the Genius by Cayan idle screen, press the red X (cancel) button.
- From your Firefox or Chrome browser, open a new tab.
- In the new tab, copy and paste the following URL: https://IPADDRESSHERE:8443/v2/pos?Action=Status&Format=JSON
- Replace the IPADDRESSHERE portion of the URL with the terminal's IP address.
- 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:
- From your Retail account, go to Settings > Shop Setup.
- Click your Shop Name.
- From the left menu, click Credit Card Terminals.
- 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.
- Click Advanced. This will open a hidden drop-down menu.
- Click Proceed to IP Address (unsafe).
If successful, you will be greeted with the following message: - From your Retail account, go to Settings > Shop Setup.
- Click your Shop Name.
- From the left menu, click Credit Card Terminals.
- 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.
- From your Firefox browser, open a new tab.
- In the new tab, type about:support in the address bar and press Enter on your keyboard.
- On the top right corner, click the Refresh Firefox... button.
- From the pop-up window, click Refresh Firefox. This will restart your Firefox browser.
- From the Import Wizard window, click Done.
- Once your Firefox has restarted, repeat steps 1-12 of the Troubleshooting section.