Check for system-wide issues

Occasionally, an external incident may impact portions of Lightspeed Retail. Check our status page for updates on the status of all Lightspeed products, including Lightspeed Retail and Lightspeed Payments.

Checking connectivity issues on your Smart Terminal (WisePOS E)

Many common technical problems are caused by network connectivity issues. Start by checking the connectivity of your Smart Terminal (WisePOS E) Lightspeed Payments terminal:

1. Navigate to settings.
2. Select Wi-Fi Settings.
3. Tap your network name for more information about the network and its connection status. 

Follow the troubleshooting steps listed below:

• The device is connected to your network and has internet access.

  In the case of an internet outage or other network issue, the terminal may be connected to a different network, or your network may have lost its connection. Your Lightspeed Payments terminal should be connected to the same network as your Lightspeed Retail register. 

• The signal strength is strong.

  A weak network connection can lead to connection errors. If you notice that your network strength is weak, your terminal may be too far away from your router to receive a reliable signal, or there may be obstructions blocking the signal. Try moving your terminal closer to your router and confirm that your router is not blocked by any obstructions, such as cabinets, mirrors, metal objects, and thick walls or ceilings. 

• Your Lightspeed Payments terminal is connected to the same network as the device accessing Lightspeed Retail.

  Once you have confirmed that your Lightspeed Payments terminal is connected to your network and you have a reliable connection, check that your payment terminal and the device accessing Lightspeed Retail are on the same network. 

  1. On your Smart Terminal (WisePOS E), note the terminal’s IP address.
  2. Check the IP address of the iPad or computer connected to Lightspeed Retail. The steps to check the IP address for your device are listed here. 
  3. Compare your terminal IP address and your retail device’s IP address. Verify that the first three numbers match, indicating that your devices are on the same network. The last integer in the IP address refers to the host ID of the device itself and should be unique.
     
     For example, the IP addresses 192.168.1.27 and 192.168.1.36 contain matching network IDs, indicating that both devices are connected to the same network. The IP addresses 192.749.1.27 and 192.168.5.9 do not have matching network IDs and are, therefore, not connected to the same network. 
  4. If your terminal and the device accessing Lightspeed Retail are not connected to the same network, you will need to connect your devices to the correct network.

  Check that your device is connected to the correct Wi-Fi network

  • Mac OS

    1. Click Apple menu > System Preferences > Network.
    2. Select the network you are connected to.
    3. Navigate to the TCP/IP tab.
    4. Take note of the IP address.

    Windows

    1. Select Start > Settings > Network & Internet.
    2. Select the network you are connected to.
    3. Navigate to Properties.
    4. Take note of the IP address.

  • iPad

    If there is a power outage or incident with your internet provider, your iPad may connect to a different network. To check the IP address of the network connected to your iPad:

    1. On your iPad, navigate to iOS Settings.
    2. Tap Wi-Fi.
    3. Tap the information button to see more details about your network.
    4. Take note of the IP address. 

Updating your Smart Terminal (WisePOS E)

As terminal software updates are made available, your payment terminal updates automatically. Failing to install a required update can prevent a terminal from accepting payments.

Leave your terminal on and connected to power to receive automatic software updates. This ensures that updates happen at midnight (in the timezone of the assigned location) to avoid interruption to sales.

If you unplug the terminal at night, an update could initiate when you turn the terminal back on. To manually check for an update, reboot the reader.

Checking the Smart Terminal (WisePOS E) settings

Ensure the gateway is enabled

1. In Lightspeed Retail, navigate to Settings > Locations.
2. Identify the location that the Smart Terminal (WisePOS E) is set up for and click Customize.
3. Click Credit Card.
4. Click the Payment Gateway drop-down and select Lightspeed Payments.
5. Click Save Changes.

There will only be one option in the drop-down menu even if you have multiple locations. Gateways are configured on a per-location basis.

Set the correct country and timezone

1. In Lightspeed Retail, navigate to Settings > General Options.
2. Click the Location drop-down and select the country where your business is located, ensuring that Default is not selected.
3. Click Save Changes.
4. Next, navigate to Settings > Locations.
5. Identify the location that the Smart Terminal (WisePOS E) is set up for and click Customize.
6. Click the TimeZone drop-down and select the timezone for where your business is located.
7. Click Save Changes.

Unpair and re-pair the Smart Terminal (WisePOS E)

• Desktop

  1. In Lightspeed Retail, navigate to Settings > Payment Processing.
  2. Next to the currently paired Smart Terminal (WisePOS E), click the trash icon.
  3. Click Unpair.
  4. Next, click Add Terminal.
  5. On your Smart Terminal (WisePOS E), swipe left-to-right and select Settings using the admin pin "07139"
  6. Select Generate Pairing Code.
  7. Follow the prompts in Lightspeed Retail to pair the terminal, then click Add.

• iPad

  1. Navigate to the Profile tab and tap Payment Terminal.
  2. Next to the currently paired Smart Terminal (WisePOS E) name, select Information then tap Delete.
  3. Confirm the unpairing by tapping Delete again and then Done.
  4. On the Profile tab, tap Payment Terminal then Add Payment Terminal.
  5. On your Smart Terminal (WisePOS E), swipe left-to-right and select Settings using the admin pin "07139"
  6. Select Generate Pairing Code.
  7. Follow the prompts in Lightspeed Retail to pair the terminal, then tap Done.
  8. A pairing confirmation will be displayed, tap Done.
  9. The terminals name and status will be displayed, tap Done.

Troubleshooting your network settings

Update the DNS settings of your network

It may be necessary to update your DNS settings on your retail device to create a more secure and reliable connection between your register and your Lightspeed Payments terminal. 

• Desktop

  Mac OS

  1. Click Apple menu > System Preferences > Network.
     
  2. Select the connection you want to configure for Google Public DNS.
     • To change the settings for a Wi-Fi connection, select Wi-Fi, and click Advanced.
     • To change the settings for an Ethernet connection, select Built-In Ethernet, and click Advanced.
  3. Select the DNS tab.
  4. Click + to add the Google IPv4 addresses:
     • 8.8.8.8 
     • 8.8.4.4
  5. Click OK > Apply.
     
  6. Restart your computer and terminal to save your changes.

  Windows OS 

  DNS settings are specified in the TCP/IP Properties window for the selected network connection.

  1. Navigate to the Control Panel.
  2. Click Network and Internet > Network and Sharing Center > Change adapter settings.
     
  3. Select the connection you want to configure for Google Public DNS. For example:
     • To change the settings for an Ethernet connection, right-click the Ethernet interface and select Properties.
     • To change the settings for a wireless connection, right-click the Wi-Fi interface and select Properties.
       
  4. Select the Networking tab. Under This connection uses the following items, select Internet Protocol Version 4 (TCP/IPv4).
     
  5. Click Properties.
  6. Click Advanced and select the DNS tab. If there are any DNS server IP addresses listed there, remove them.
  7. Click OK.
  8. Select Use the following DNS server addresses. If there are any IP addresses listed in the Preferred DNS server or Alternate DNS server, write them down for future reference.
  9. Replace those addresses with the IP addresses of the Google IPv4 addresses:
     • 8.8.8.8 
     • 8.8.4.4
  10.  Restart your computer and terminal to save your changes.
      

• iPad

  1. On your iPad, navigate to iOS Settings.
  2. Tap Wi-Fi.
  3. Tap the information button on the network you are connected to.
  4. Tap Configure DNS.
     
  5. Select Manual.
  6.  If there are any DNS server IP addresses listed already, remove them from this window.
  7. Click + to add the Google IPv4 addresses:
     • 8.8.8.8 
     • 8.8.4.4
       
       
  8. Click OK > Apply.
  9. Restart your terminal and iPad to save your changes.