This article lists the common errors and troubleshooting steps that you must follow when you are unable to complete the setup or process payments (in Mirror mode or from Mobile POS) when your Verifone e355 card reader is connected via DHCP or a Static IP.

This article covers:

  1. e355 displays a connection error
  2. Frequent connectivity issues with the card reader
  3. Is your e355 connected to the WiFi network?
  4. Verifone e355 is connected to the WiFi, but you are unable to process payments
  5. e355 displays a communication error

e355 displays a Connection Error

If your e355 card reader displays a connection error, try the following:

Reboot the device

To reboot the device:

  1. Hold the Cancel key (red key) down until you hear a series of beeps and the device powers down.
  2. Press and hold the Enter key (green key) for a few seconds until the device powers on.

If the device displays the Welcome screen and the WiFI icon, proceed with taking the payment. If the device still does not connect to the WiFi, proceed with the next step.

Remove and Add WiFi Profile

1. Press yellow and 1 keys at the same time.
   The Engineering Menu appears on the device.
   Note
: If you are prompted for a password, enter 12345678.

2. Scroll down (using the # key) until Comms Setup is selected, and enter the     Comms Setup menu (using the green key).

3. Select WiFi config.

4. Select Remove WiFi profile.
     The existing WiFi profile displays.

5. Select the desired WiFi profile and press Enter to remove it.
    You are returned to the WiFi config menu.

6. Select Add WiFi profile.

The Verifone e355 searches for available WiFi networks.

7. Select the WiFi network you want to join (using the * or # keys) and press Enter. 

8. Enter the correct WiFi password. Press Enter when done.
    The profile is added and you are returned to the WiFi config menu.
     Note: If you need to enter special characters for the password, press and
     hold the # key until you find your required character.
9. Press Cancel key until the device starts searching for the WiFi network.
    The device connects to the WiFi. You can now proceed to taking the payments.

Frequent connectivity issues with the card reader

If you were unable to process payment and you lose connectivity with the e355 device, it's most likely that the device has power saving enabled. 

To fix this problem, you must do the following:

1. In the WiFi config menu, select Setup Power Saving.

2. Select Disabled

3. Select Enter.
4. Press the Cancel key (red key) until you go back to the Engineering Menu.

5. In the Engineering Menu, scroll down (using the # key) until Reboot is selected and     press Reboot (using the green key).
    The Verifone e355 is rebooted and the Welcome screen appears.

If the device displays the Welcome screen and the WiFi icon, proceed with taking the payment. 

Is your e355 connected to the WiFi network?

Verify if your e355 is connected to the WiFi network. If your e355 is connected to the WiFi, a Welcome Screen displays on the device and a WiFi icon appears in the upper left corner.

If the device is connected to the WiFi, skip to the next section.

If the device is not connected to the WiFi, do the following:

Reboot the device

To reboot the device:

  1. Hold the Cancel key (red key) down until you hear a series of beeps and the device powers down.
  2. Press and hold the Enter key (green key) for a few seconds until the device powers on.

If the device displays the Welcome screen and the WiFI icon, proceed with taking the payment. If the device still does not connect to the WiFi, proceed with the next step.

Remove and Add WiFi Profile

1. Press yellow and 1 keys at the same time.
   The Engineering Menu appears on the device.    
    Note
: If you are prompted for a password, enter 12345678.

2. Scroll down (using the # key) until Comms Setup is selected, and enter the
    Comms Setup
menu (using the green key).

3. Select WiFi config.

4. Select Remove WiFi profile.
     The existing WiFi profile displays.

5. Select the desired WiFi profile and press Enter to remove it.
    You are returned to the WiFi config menu.

6. Select Add WiFi profile.

The Verifone e355 searches for available WiFi networks.

7. Select the WiFi network you want to join (using the * or # keys) and press Enter. 

8. Enter the correct WiFi password. Press Enter when done.
    The profile is added and you are returned to the WiFi config menu.
     Note: If you need to enter special characters for the password, press and
     hold the # key until you find your required character.
9. Press Cancel key until the device starts searching for the WiFi network.
    The device connects to the WiFi. You can now proceed to taking the payments.

Verifone e355 is connected to the WiFi, but you are unable to process payments

If your device is connected to the WiFi, but you are unable to process payments, you must verify if the IP address of your e355 and the IP address you entered for your e355 in Zenoti is the same. 

To view the IP address of your Verifone e355 card reader

1. Press yellow and 1 keys at the same time.The Engineering Menu appears on the  
   device.   

   Note: If you are prompted for a password, enter 12345678.

2. Scroll to and enter Reports.

3. Select and enter TCPIP Report.

4. You will see the IP address.
     Make a note of it.

Verify the IP address in Zenoti

1. At the center level, navigate to Admin > Centers.
   The Manage Centers page opens.

2. Click the name of your center.
     All center settings categorized by tabs appear.

3. Click the Payment tab and expand Integrated Payment Processing.

4. Locate Zenoti Payments and click Edit.
    The configuration page opens.

5. Scroll to Terminal section, and click the edit icon against your e355 terminal.

6. Verify if the IP address in the Reader IP field is the same as your e355.

7. If the IP address is the same as your e355, contact Zenoti Support.

8. If the IP address is different, make the required changes and,
    click Save Terminal and proceed with taking payments.

e355 displays a Communication Error

A communication error indicates that your device is not correctly configured. If your e355 card reader displays a communication error, try the following:

Disable SSL

1. Press yellow and 1 keys at the same time.
   Note
: If you are prompted for a password, enter 12345678

  The Engineering Menu appears on the device.  

2. In the Engineering menu screen, scroll down to Comms Setup using the # key
    and press the green key to select.

Comms Setup screen appears.

3. In the Comms Setup screen, scroll down to TCP/IP config option and press the
    green
key to select.

   TCP/IP config menu appears on the device.
4. In the TCP/IP config menu, scroll down to SSL and press green key to select.

5. In the SSL screen, press green key to select Disabled

Now, try processing the payments.

See Also

Set Up Verifone e355 to Process Payments


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