If a client is unable to make a payment with a Vetera Pay payment terminal, check the terminal connection. This article describes the checks to do when the terminal waits for a long time and then cancels a payment, or shows a connection error. The checks take about 10 minutes and show whether the cause is the clinic network or whether Vetera Support needs to help.
If the Vetera Pay terminal declines the card immediately, without waiting, the terminal connection works. The bank that issued the card (card issuer) declined the payment. For more information, see Why was the payment declined?
Step 1: Check Whether Only the Terminal Is Affected
A problem with the clinic network can affect both the Vetera Pay terminal and Vetera in the browser. Check Vetera in the browser first to find out where the problem is.
If only the terminal fails, and Vetera and the Vetera Pay payment dialog load in the browser, go to step 2.
If Vetera or the Vetera Pay payment dialog does not load in the browser on more than one computer, the cause is usually the clinic network or firewall, not the terminal. Ask your IT team to check the network settings in Maintain Your Vetera Pay Payment Terminal. Do not replace the terminal.
Step 2: Check That Vetera Uses the Correct Terminal
When you start a payment, Vetera shows the Vetera Pay terminal that receives the payment. If a different terminal is shown, the payment goes to that terminal, and the terminal that you use does not respond.
Start the payment in Vetera.
Check that the terminal that Vetera shows is the terminal that you use.
If the correct terminal does not show, check that the correct clinic location is selected in Vetera.
Vetera sends the payment to the correct terminal.
If the clinic has several terminals, put a label on each terminal with the same name that the terminal has in Vetera. This makes it easy to see which terminal Vetera sends the payment to.
Note: If Vetera Pay is not set up for the selected clinic location, Vetera Pay is not available as a payment option.
Step 3: Check the Icons on the Terminal Screen
The Vetera Pay terminal shows two connection icons at the top of the screen:
Cloud icon: Shows the connection that Vetera Pay uses to send payments to the terminal.
Wi-Fi icon: Shows when the terminal uses Wi-Fi. A terminal that is connected with a network cable does not show a Wi-Fi icon.
On AMS1 and S1F2 terminals, the cloud icon is in the top left corner of the screen, and the Wi-Fi icon is in the top right corner.
If one of the icons is missing, this is the first sign of the problem. The connection tests in step 4 show the cause.
Note: The Wi-Fi icon shows that the terminal is connected to the Wi-Fi network. The icon does not show whether the Wi-Fi network has internet access.
Step 4: Run the Connection Tests
The Vetera Pay terminal has three built-in connection tests. On most terminals, the tests do not need a passcode.
On the terminal, go to Settings > Diagnostics.
Run the tests in this order: PSP connection, Terminal API, and Endpoints.
Write down or photograph the result of each test before you run the next test.
The test results show where the connection fails.
Note: Some older terminals, for example V400c, V400c Plus, and S1E2L, do not have a Settings menu. On these terminals, press 9 and the green Confirm key, enter the Admin passcode, and select Network > Diagnostics. If you do not have the Admin passcode, contact Vetera Support.
Read the Connection Test Results
Each connection test on the Vetera Pay terminal has several steps. If one step fails, all steps after it also show a red cross. The first step with a red cross shows the problem. The later red crosses are not separate problems.
PSP Connection Test Results
The PSP connection test checks the connection from the Vetera Pay terminal to the payment platform. The test is in Settings > Diagnostics on the terminal. The first step with a red cross shows the cause:
'Looking up host': The terminal cannot find the address of the payment platform. This is a Domain Name System (DNS) problem. Your IT team fixes this.
'Connecting': A network setting blocks the connection, or the internet connection is down. Your IT team fixes this.
'Negotiating': The secure connection fails. A firewall or another security device possibly inspects the traffic and stops the connection. Wait a few minutes and run the test again. If the test fails again, ask your IT team to check for traffic inspection. If the network does not inspect traffic, contact Vetera Support immediately.
'Writing data': The router or firewall blocks traffic from the terminal. Your IT team fixes this.
'Receiving data': The router or firewall blocks traffic to the terminal. Your IT team fixes this.
The network settings that your IT team needs are described in Maintain Your Vetera Pay Payment Terminal.
Terminal API Test Results
The Terminal API test checks the connection that Vetera Pay uses to send payments to the Vetera Pay terminal. The test is in Settings > Diagnostics on the terminal. The first step with a red cross shows the cause:
'API enabled': A terminal setting is turned off. Vetera Support fixes this. The setting cannot be changed on the terminal.
'WebSocket enabled': A terminal setting is turned off. Vetera Support fixes this. The setting cannot be changed on the terminal.
'WebSocket connection': The terminal cannot keep its connection to the payment platform. Test the terminal on a phone hotspot, and then contact Vetera Support.
Endpoints Test Results
The Endpoints test checks the four addresses that the Vetera Pay terminal uses for payments, refunds, settings, and software updates. The test is in Settings > Diagnostics on the terminal. The Endpoints test uses the same steps as the PSP connection test, for example 'Looking up host' and 'Connecting'. A failed step has the same cause as in the PSP connection test. For example, a failed 'Looking up host' step is a Domain Name System (DNS) problem. Send the result to your IT team.
The Endpoints test also shows a maximum transmission unit (MTU) value. Write down the MTU value, and note whether the terminal used Wi-Fi or mobile data. Vetera Support can ask for this information.
Step 5: Test the Terminal on a Phone Hotspot
A test on a phone hotspot shows whether the clinic network causes the problem with the Vetera Pay terminal. To change the Wi-Fi network on the terminal, you need the Admin passcode. If you do not have the Admin passcode, contact Vetera Support. Do not share the passcode by email or chat.
On a mobile phone, turn on the personal hotspot.
On an iPhone, also turn on Maximize Compatibility in Settings > Personal Hotspot. Some terminals cannot find the hotspot without this setting.
On the terminal, go to Settings > Network > Wi-Fi, and enter the Admin passcode.
Connect the terminal to the phone hotspot.
Take a small test payment.
Connect the terminal to the clinic Wi-Fi network again.
The terminal is connected to the clinic Wi-Fi network again, and the test payment shows whether the clinic network is the cause.
Note: On a terminal with a keypad, enter the Wi-Fi password slowly. Each key has several characters, and a fast key press can enter the wrong character.
Note: On a terminal with the older menu, press 9 and Confirm, enter the Admin passcode, and select Network.
Hotspot Test Results
The hotspot test shows whether the clinic network causes the problem with the Vetera Pay terminal:
If the test payment works on the hotspot, the clinic network is the cause. Ask your IT team to check the network settings in Maintain Your Vetera Pay Payment Terminal, and send them the results of the connection tests from step 4.
If the test payment fails on the hotspot, contact Vetera Support. Do not change the network or order a new terminal first.
All Tests Pass but Payments Still Fail
A connection test checks the Vetera Pay terminal connection at one moment only. A connection that drops sometimes can pass every test.
If payments fail randomly or stay pending while the internet works, ask your IT team to check whether the router drops large data packets. This problem is common with virtual private network (VPN), PPPoE, and MPLS connections. The network provider can fix this problem with TCP MSS clamping on the router.
If TCP MSS clamping does not solve the problem, contact Vetera Support.
Information to Send to Vetera Support
To get help with a Vetera Pay terminal connection problem, contact Vetera Support at [email protected]. Include this information:
The serial number of the terminal. The serial number, sometimes shown as S/N, is on the back of the terminal and on the box.
The exact text on the terminal screen. A photo is best.
The last time the terminal worked, and the last time it failed.
The number of failed payments out of the total, for example 7 out of 20 today.
The result of each connection test (PSP connection, Terminal API, and Endpoints): the first step with a red cross, and the MTU value from the Endpoints test.
The result of the phone hotspot test.