Applies to:          Stayntouch PMS          

Troubleshooting Stayntouch Pay/Adyen EMV Terminals

This article offers a structured flow approach for diagnosing and resolving common issues with Adyen payment terminals.

When the terminals arrive, please follow these simple steps to get them set up:

1. Connect the terminals to a power source.

2. Access the admin menu:

• Press the 9 button and the green circle button at the same time.
• Enter the password 0856 to proceed.

3. Connect to your preferred network:

• Select your network from the menu and follow the prompts to establish an internet connection.

4. Allow updates to complete:

• The terminal may run updates as part of the setup process. Please let this finish before proceeding to use the device.

If you run into any issues, please follow the steps below to troubleshoot:

1. Start: Identify the Issue

• Question: Is the terminal powering on?
  • Yes: Proceed to step 2.
  • No: Action:
    • Ensure the terminal is connected to a power source or has a charged battery.
    • Press and hold the power button to attempt powering it on.
    • If the terminal remains unresponsive, inform Stayntouch Support to order replacements.

2. Check Network Connectivity

• Question: Is the terminal connected to the internet?
  • Yes: Proceed to step 3.
  • No: Action:
    • For Wi-Fi connections:
      • Verify the terminal is connected to the correct Wi-Fi network.
      • Check the signal strength; if weak, move closer to the router.
      • Ensure the Wi-Fi network is functioning properly.
    • For Ethernet connections:
      • Confirm the Ethernet cable is securely connected to both the terminal and the network port.
      • Test the cable with another device to rule out cable issues.
    • After addressing connectivity, test the connection by performing a network test via the terminal's settings menu.

3. Run Hardware Diagnostics

• Action:
  • Access the terminal's diagnostics menu:
    • Navigate to Settings > Diagnostics.
  • Perform the following tests:
    • Keypad Test: Ensure all buttons function properly.
    • Display Test: Check for screen issues.
    • Card Reader Test: Verify the functionality of the card reader.
  • Question: Did any hardware tests fail?
    • Yes: Action:
      • Document the failed tests.
      • Contact Stayntouch support with the diagnostic results for further assistance.
    • No: Proceed to step 4.

4. Review Error Messages

• Action:
  • Note any error codes or messages displayed on the terminal and inform Stayntouch Support to investigate.
    • Refer Adyen's support documentation for error code explanations and recommended actions.
• Question: Were you able to resolve the issue based on the error message guidance?
  • Yes: Issue resolved.
  • No: Proceed to step 5.

5. Update Terminal Software

• Action:
  • Access the terminal's settings menu.
  • Navigate to the software update section.
  • Question: Is an update available?
    • Yes: Action:
      • Follow the on-screen instructions to install the update.
      • After updating, restart the terminal and check if the issue persists.
    • No: Proceed to step 6.

6. Reset the Terminal

• Action:
  • Perform a soft reset by holding the power button until the terminal restarts.
  • Question: Did the issue resolve after the soft reset?
    • Yes: Issue resolved.
    • No: Action:
      • Consider performing a factory reset (refer to Adyen's support documentation for guidance).
      • Caution: A factory reset may erase all configurations; proceed only if comfortable or under guidance.
      • If issues persist after a factory reset, proceed to step 7.

7. Contact Stayntouch Support

• Action:
  • Gather the following information:
    • Terminal model and serial number.
    • Detailed description of the issue.
    • Steps already taken to troubleshoot.
    • Results from hardware diagnostics.
  • Contact Stayntouch Customer Support through the appropriate channel, providing the gathered information and they can escalate the issue to the Adyen Support.