Fix Your POS Payment Terminal

Connection issues can be a real headache, especially when you're trying to keep the line moving. Let's get your payment terminal talking to your POS again with some quick troubleshooting.

Table of Contents 

• Check POS Network Status 
• Restart the POS App
• Reboot the Payment Terminal
• Power Cycle the POS Lane
• Run Get Parameters
• Restart the POS Lane's Network Switch
• Check Cable Connections on the Network Switch
• Restart the Vori Back Office Switch
• Restart the Store Modem
• Advanced Troubleshooting Steps 

Which device am I looking at?

POS Cashier Screen: The large monitor facing the employee. It shows the cart or basket and hot key quick action buttons used to ring up items.

Payment Terminal: The small vertical device with the physical number keypad and credit card slot.

  

Check POS Network Status 

1. Select the gear icon in the bottom right corner of the POS Cashier Screen.

2. Locate the Payment Terminal on the list of connections. Check the connection status:
   
   1. 🟢 If Payment Terminal shows as green, try processing the card payment again.
      1. If you're still unable to process a payment, please note the error message being displayed on the cashier screen and contact Vori Support.
   2. 🔴 If Payment Terminal is red, proceed to the the next step.
3. Locate Internet on the list of connections. Check the connection status:

1. 1. 🟢 If Internet shows as green, click here for directions.
   2. 🔴 🌕If Internet is red or yellow, click here for directions.

Proceed with the directions below if the payment terminal has a red status but store internet is green.

Restart the POS App

1. Select the gear icon in the bottom right corner of the POS Cashier Screen.

2. Select Restart App in the System Status window.

3. Log back into the POS app and confirm the payment terminal's connection.

Check the payment terminal's connection status on the cashier screen. If restarting the POS app does not fix the issue, proceed to the next section.

Reboot the Payment Terminal

1. Press and hold the red and green buttons on the payment terminal's physical keyboard until a Reboot prompt appears.
   
   

2. Tap the Reboot prompt on the screen.

3. Tap OK on the final confirmation prompt.

4. If the terminal is unresponsive and the Reboot prompt doesn't appear, unplug the power cable from the back of the device. Wait 10 seconds, then plug it back in.

5. Once the terminal reloads the Welcome screen, restart the POS app again.

Check the payment terminal's connection status on the cashier screen. If restarting the payment terminal does not fix the issue, proceed to the next section.

Power Cycle the POS Lane

1. Locate the lane's Uninterruptible Power Supply (UPS) under the POS counter. All of the lane's power cables run to this device.

2. Press and hold the UPS power button for 5 seconds to turn it off.

3. Wait 10 seconds for all peripherals to fully power off.

4. Press and hold the UPS power button again to power the system back on.
   
   

5. Enter the admin password on the cashier screen: 654321

6. Log back into the POS app.

Check the payment terminal's connection status on the cashier screen. If power cycling the lane does not fix the issue, proceed to the next section.

Run Get Parameters

As a final step, you can run "Get Parameters" to ensure the payment terminal is up to date with the latest configurations from the payment gateway.

For instructions, please see: Basics: Running Get Parameters on Your Payment Terminal

Proceed with the directions below if the payment terminal has a red status and store internet is red or yellow.

Restart the POS Lane's Network Switch

1. Look underneath the effected lane's counter and locate the network switch.
   1. The network switch will be the only device with three internet cables running into it. It may look like the image below:
2. Locate the network switch's power cable.
   1. The power cable will be much thinner than the other cables and likely plugged into the back of the unit.
3. Unplug the network switch's power cable, wait 10 seconds, then plug the power cable back into the network switch.
4. Wait up to 30 seconds after restarting the network switch to confirm if Internet shows as back online within the Cashier screen.

Check internet status on the cashier screen. If restarting the network switch does not fix the issue, proceed to the next section.

Check Cable Connections on the Network Switch

1. Look back underneath the effected lane's counter and locate the network switch.
2. On the network switch, confirm all 3 of the internet cables plugged into the network switch are fully inserted.
3. If all cables are fully inserted, check the LED status indicators above each cable's port. If the LED's above a plugged in cable are not lit, then there are 4 possible explanations:
   1. The cable is not fully inserted into the network switch.
   2. The other end of that cable is not fully plugged in. Trace the cable to the other end to confirmed it's fully plugged in.
   3. The device that the cable is connected to does not have power.
   4. The cable is damaged and should be replaced by a network technician.
      

Check internet status on the cashier screen. If all cables are fully plugged in and the LED indicators are lit for each plugged in port, proceed to the next section.

Restart the Vori Back Office Switch

1. Locate your back office network switch (it connects all lanes to the store network).
   
   

2. Unplug its power cable, wait 10 seconds, and plug it back in.

Check internet status on the cashier screen. If restarting the switch does not resolve the issue, proceed to the next section.

Restart the Store Modem

1. If the problem persists, locate your store’s modem (usually in the back office).
   
   

2. Unplug it from power, wait 10 seconds, and plug it back in.

3. Wait a few minutes for it to fully restart, then check if the payment terminals are back online.

If the payment terminal is still unresponsive, follow the Advanced Troubleshooting Steps.

Advanced Troubleshooting

If none of the steps above resolved the issue, the payment terminal's connection settings may have been changed within the POS app. Use the steps below to verify those settings and resync the terminal.

Close the payment processing app

1. Swipe up from the bottom of the payment terminal touchscreen.
   • A black bar with a left-pointing arrow icon should appear at the bottom of the screen.
   • This may require multiple attempts.
2. On the black bar, quickly tap the left arrow icon twice.
   • An on-screen keyboard should appear.
   • This may require multiple attempts.
3. Tap the ?123 icon in the bottom left corner of the keyboard to access special characters.
4. Enter the system password: pax9876@@
   • If entered correctly, the payment processing app closes and the payment terminal's main screen loads.
   • If the password attempt fails, re-enter it carefully.

Open DCDirect

1. On the main screen of the payment terminal, tap the DCDirect icon.
2. In DCDirect, check the three connectivity status icons at the top of the screen:
   • 🟢 All three icons green — the terminal is communicating normally with the server.
   • 🔴 Any red icons may indicate the store internet is down, or a network cable is unplugged or damaged.
3. ⚠️ Caution: If your store recently switched to a 5G modem, the DCDirect connectivity screen may show a false positive — all green icons even when there is actually a connection issue.
4. Leave DCDirect open on the payment terminal and move to the cashier screen for the next phase.

Check and update terminal settings in the POS app

1. On the main cashier screen, locate the Date & Time display at the bottom of the screen.
   
   
2. Quickly tap the Date 3–5 times. A hidden peripheral settings popup window should appear.
   
   
3. In the popup, locate the Terminal section. Compare the Serial Number and IP Address fields against what DCDirect shows on the payment terminal.
   • The Serial Number and IP Address must match exactly across both screens.
   • If any field does not match, update it in the Terminal section of the popup.
     
     Example of a settings mismatch below:
     
4. Once all fields are confirmed or updated, tap the X in the top right corner to close the popup.

Resync the terminal

1. On the payment terminal's touchscreen, tap Get Parameters.
   • A Parameter Download prompt should appear on screen.
2. Have the store user tap Confirm on the Parameter Download prompt.

✏️ Note: No further action is needed on the payment terminal after tapping Confirm. The terminal will reboot automatically and reload the payment processing app within about 1 minute.

1. Once the payment processing app has fully reloaded on the terminal, return to the POS cashier screen.
2. Restart the POS app. (See Restart the POS App above for directions.)
3. Log back in and run a test card payment to confirm the terminal is communicating with the POS.

If the payment terminal is still unresponsive after completing these steps, please reach out to the Vori support line for help with the next steps.