Follow the steps in this article if you're experiencing issues with your integrated Adyen card machine.
1. Is the card machine plugged in and powered on?
Ensure that the cables are securely plugged in and that the device is receiving power. If you are not able to get the card machine to power on, contact Adyen support as outlined in their support guide here: Terminal does not turn on
2. Is the card machine having network connectivity issues?
Check the screen of the card machine to see if it displays a "Not Connected", "Network Not Connected", or "Disconnected" message. If you see an error message like this on the card machine, follow Adyen's troubleshooting guide here: Card terminal not connected.
3. Adyen card terminals and ROLLER Connect
If your venue is using ROLLER Connect to manage receipt printing, follow these instructions. If you're using Cloud printing, continue with step 4 below.
1. Is ROLLER Connect running?
ROLLER Connect Legacy
If ROLLER Connect Legacy is running you will see the ROLLER logo in your task tray in the bottom right corner of your screen. If ROLLER Connect Legacy is not running, please follow our guide to restart ROLLER Connect. Note that ROLLER Connect Windows Service does not use a task tray icon.
If ROLLER Connect Windows Service and Legacy is not running or POS can not connect with it, you will see a red banner across the top of your screen saying 'ROLLER Connect is offline' like this:
If you see this banner using ROLLER Connect Legacy, follow our guide to restart ROLLER Connect Legacy.
If you see this banner using ROLLER Connect Windows service, contact the ROLLER support team
Confirm that the IP address entered in ROLLER Connect is correct
ROLLER connects to the card machine based on the IP address of the card machine. If the IP of your card machine has not been set up to be static on your network, then the IP address might reset and your integration will stop working.
How to find the IP address of your card machine
- On the card machine, press 5 and the green button simultaneously, or try pressing 5 and then the green button one after the other.
- Depending on the card machine, this will display a QR code and basic information about your device, including the IP address, which is typically listed at the top.
- If this does not work on your card machine, you will need to follow the user manual for your device to find the IP address in an alternative way. You will find a complete list of Adyen's card terminal user manuals here: User manuals.
How to find the IP address entered in ROLLER Connect
You mustn't make any changes to the ROLLER Connect settings beyond correcting the IP address, as you might break the integration and require your POS to be reconfigured.
- Open the ROLLER Connect file:
- For ROLLER Connect Windows Service, open C:\ProgramData\ROLLER\rc.toml using a text editor (ie Notepad) and a Windows account with administrator privileges.
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For ROLLER Connect Legacy, open the task tray, right-click on the ROLLER Connect Legacy icon, then click Edit Settings ...
- This will open a text file with the ROLLER Connect configuration settings.
- Look for the text TerminalIPAddress, and you'll see the IP address between the double quotes.
How to correct the IP address in ROLLER Connect Legacy
- If the IP address in ROLLER Connect Legacy does not match the IP address on the card machine, please make the changes needed in the ROLLER Connect settings.
- Save the changes and close the text file.
- Follow the steps to exit and restart ROLLER Connect Legacy: Restarting ROLLER Connect
- Contact the ROLLER support team if you need to restart the ROLLER Connect Windows Service.
- Ensure that your network specialist updates the IP address of your card machine to be static, so this issue does not recur.
4. Try rebooting the card terminal
This will reset the connection and ensure that the card terminal is fully up to date.
- On the card machine, press 9 and the green button simultaneously, or try pressing 9 and then the green button one after the other.
- You will then need to enter your admin menu PIN. If you are unsure what this is, refer to Adyen's guide: Where can I find my admin menu PIN?
- If this does not work on your card machine, you will need to follow the user manual for your device to reboot the card terminal. You will find a full list of Adyen's card machine user manuals here: User manuals.
- Select the Reboot option and wait for the card machine to restart.
5. Follow Adyen’s card machine troubleshooting guide
Adyen offers a comprehensive and easy-to-follow guide to troubleshooting card machines, which can help resolve the majority of card terminal issues: Adyen's troubleshooting guide.
6. Contact ROLLER Support
After following all of the above steps, if you are still having issues with your Adyen card machine, contact the support team.