Network Connection Test

This page provides information on how to run a network connection test from the reader admin menu and interpret its results.

note
This feature is supported in firmware version 5.1.0 and newer

How to run a connection test on the card reader

Access the reader admin menu by pressing 2 + 8 on the number pad of the reader

For test devices, use the password 123456 (for production devices, use the PW provided to you)

Click Run Connection Test to start the diagnostics

There are 4 different testing states: Testing, Unavailable, Failed, and Success

Testing: this means that the test is in progress

Unavailable: this means that the system will not be able to run certain tests if your reader has not be paired to a location ID

Failed: this means that a particular diagnostics test failed

Success: this means that a particular diagnostics test was successful

Braintree Endpoint Check

By checking the accessibility of the Braintree endpoints from your network, we are validating whether your network firewall is blocking any traffic to and from the reader and 3 endpoints of the Braintree platform: Braintree Public API, Reader API, Websocket API.

Test Name	Result	Explanation
Braintree Public API	Failed	Cannot connect to payments.braintree-api.com
Reader API	Failed	Cannot connect to reader.braintree-api.com
Websocket API	Failed	Cannot connect to reader-websocket.braintree-api.com

Each endpoint connection test will include 4 steps. A failure in any of the steps can mean something different. Here is an explanation of each step:

Test Step	Result	Explanation
Parsing URL	Failed	Please the contact support team for more information.
Resolving DNS	Failed	Your reader is having a DNS problem. Its having trouble talking to the Braintree domain.
TCP Connection	Failed	There is a problem with your router. The internet connection is down. Or the Braintree platform is unavailable.
Server returned error	Failed	Please the contact support team for more information.

Internet Connection Check

These checks are to determine the accessibility of your network to the outside internet.

Network Test:

Test Name	Result	Explanation
Network	Failed	No access to the internet.

There are 2 testing steps taken during the Network test. Here is a further explanation:

Test Step	Result	Explanation
ICMP Ping	Failed	Your reader does not have general internet connectivity. Check your network and/or firewall settings.
Resolving DNS	Failed	Your reader is having a DNS problem. Check your network and/or firewall settings.

Speed Test:

Test Name	Result	Explanation
Speed	Failed	Internet not available.
Speed	Unavailable	Your reader is not paired. Pair your reader to a location ID.

There are 2 testing steps taken during the Speed test. Here is a further explanation:

Test Step	Result	Explanation
Parsing URL	Failed	The URL your reader used is invalid, please contact the support team.
Retrieving URL	Failed	Your reader is having a DNS problem.

Time Server Test:

Test Name	Result	Explanation
Time Server	Failed	The time on your reader is off. The reader is not able to retrieve the time and date. Your firewall is blocking NTP. Check your firewall settings and whitelist Braintree Domains.

Troubleshooting

Support/Contact Us