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Device Internet (Wi-Fi and Ethernet) Connection and Troubleshooting

January 12, 2026

Description

How to connect your device to the internet (Wi-Fi or Ethernet) and troubleshoot common connection issues

What's in this article?

Devices can connect to the internet through Wi-Fi and may also be able to connect directly to your router with an Ethernet cable, depending on your device. 

Wi-Fi connection

If connecting using Wi-Fi, we recommend using a Wi-Fi that is dedicated to your business. You will need to know the name of your wireless network and the password to connect to it. Wi-Fi connection can be accessed by pulling down from the top of your screen or by opening Settings on the home screen. Accessing your Wi-Fi settings through the pull-down will not require the Settings password. 

NOTE: 
Screens may vary based on your device model. 

To enable or disable Wi-Fi


  1. On your device, pull down from the top of the screen. 
  2. Tap Wi-Fi to enable or disable the connected Wi-Fi network. 


To connect to a Wi-Fi network


  1. On your device, pull down from the top of the screen.
  2. Press and hold on the Wi-Fi button to open the Wi-Fi settings screen. 

  3. Tap a Wi-Fi network from the list of secure networks. If the desired network isn't listed, you can add a network.

  4. Enter the Wi-Fi network password.
  5. Tap Connect.

To add Wi-Fi network


  1. On your device, pull down from the top of the screen.
  2. Press and hold on the Wi-Fi button to open the Wi-Fi settings screen.

  3. Scroll to the bottom of the available network list, then tap Add network.

  4. Enter the network name (SSID) and then tap the green confirmation button on the keyboard.

  5. Select a network security option from the dropdown list. The most common option is WPA/WPA2.
  6. Enter the network password.
  7. Tap the green confirmation button on the keyboard to connect.

To set up a static IP for Wi-Fi


Using a static IP address for your device, such as a printer or scanner, can make connection more reliable. Since the device will always have the same IP address, it is easier to locate on a network. Static IP addresses can also provide enhanced network stability. 

  1. On your device, pull down from the top of the screen.
  2. Press and hold on the Wi-Fi button to open the Wi-Fi settings screen.
  3. Tap the Wi-Fi network you are currently connected to. 

  4. Tap the Edit icon in the top right corner of the screen.
    NOTE: If you device does not have an Edit icon, select the Forget icon, open the network again.

  5. Tap to open Advanced Options and scroll down the list. 

  6. Tap Proxy and select Manual from the dropdown list.

  7. Tap IP Settings and select Static from the dropdown list. 

  8. Enter the Static IP information that is necessary to connect to the router, tap the green arrow button to accept each change.

  9. Tap Save to finalize the static IP connection.

Trouble connecting?

If you are having trouble connecting to Wi-Fi, try the following first: 

  • Check that the Wi-Fi icon is visible and Wi-Fi connection is enabled, then try the transaction again. 
  • Power cycle the device and try the transaction again. If Wi-Fi is connected after the terminal is already powered up, the terminal should detect the connection upon the next communication attempt and does not require power cycle.
  • Ensure the security protocols for your router are set to WPA or WPA2. You cannot use the older WEP or WAP formats.
  • Ensure your terminal is connected to a secured network that requires a password. Unsecured networks will not appear in the available networks list and a terminal will not connect to an unsecured network.

If you still are having trouble, some common troubleshooting scenarios are provided below:

Wi-Fi network does not appear 

A list of available secure wireless networks should display. If your Wi-Fi network does not appear in the available networks list, check the following:

  • Ensure that an Ethernet cable is not connected to the payment terminal. 
  • Verify that you are in range of your router or modem. Try moving closer to the router/modem.
  • Only secure networks appear. If your network is not secured or is hidden, it will not appear as an available network. 
  • Your secured wireless router may be configured to not broadcast a network name. If so, follow the directions provided by your laptop or PC for manually adding a network to your list of preferred networks.
  • Turn off the wireless network adapter on your laptop or PC, wait a few minutes, and then turn it back on. 
  • If you are using a hotspot, ensure that your hotspot is connected to the cellular network. Switch the hotspot off and on again.

    NOTE: Hotspots are supported for Wi-Fi connectivity; however, we do not recommend them due to increased latency and connection issues.

Wi-Fi network appears but will not connect

If you can see the name of your wireless network on your list of available networks but are having trouble connecting:

  • Check the network name: Confirm that the name of your network is entered correctly. Your router may have a sticker that lists the network name and/or password.
  • Check the password: Make sure that you entered your password correctly. Most passwords are lengthy and a combination of uppercase letters, lowercase letters, numbers and symbols. 
  • If using an iPhone as a hotspot, ensure that you enter the dashes in the password. Hotspots are not recommended. 
  • Your wireless router may not be broadcasting at a frequency band that is compatible with the payment terminal or that doesn't work well for your environment. We recommend the 2.4GHz option in most cases. Change your router frequency band, following your router manufacturer's directions. If needed, refer to your router manufacturer's support for additional assistance.
  • If your network and password are correct, but you still can't connect, try removing and reconnecting to the network:
    Remove and reconnect network
    1. On your device, pull down from the top of the screen.
    2. Press and hold on the Wi-Fi button to open the Wi-Fi settings screen.
    3. Tap the Wi-Fi network you are currently connected to. 
    4. Tap Forget.

    5. Tap On toggle to turn off the Wi-Fi. 

    6. Power the device off and then back on again.
    7. On your device, pull down from the top of the screen.
    8. Tap the Wi-Fi button to turn on the Wi-Fi.
    9. Select and connect to a known network name with a confirmed password.
Try connecting to the Wi-Fi network with another device

If you are still having trouble, try connecting another device, such as a smart phone, tablet, or laptop, using the same password. If the second device won't connect, check that your Wi-Fi network is working properly and that your password is correct.

Verify that your Wi-Fi network modem and wireless router are working correctly

Verify that the power cord is connected and that all the device indicator lights on your wireless router and/or your modem are on as illustrated in the manufacturer's documentation.

  • If the indicator lights are not on or not blinking properly, you may have to reset your wireless router and/or modem as instructed in the manufacturer's documentation.
  • If you are using a hotspot, ensure that your hotspot is connected to the cellular network.
Forgot my password for the router

Reset your Wi-Fi password by connecting your computer directly to your wireless router and using your wireless router's "Web User Interface" as instructed in the manufacturer's documentation. Follow the instructions from the manufacturer for resetting the password.

Ethernet connection

Connection to Ethernet will vary depending on your device. If your device has an Ethernet port, you can plug the Ethernet cable in directly. If your device uses a Communications Hub, the Ethernet cable can be plugged into the hub. The Ethernet connection should be enabled automatically. 

To add a static IP address for Ethernet connection


  1. Tap Settings on the Home screen.
  2. Enter the password using the onscreen keyboard, tap the green confirm button, and then tap OK. 
  3. Tap Network & internet.
  4. Tap Ethernet. 
  5. Tap Ethernet preferences.
  6. Tap IP Settings and select Static.
  7. Enter the Static IP information that is necessary to connect to the router in the proper fields. 
  8. Tap Save to finalize the Static IP connection.

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