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Troubleshooting your Lightspeed Payments for Retail POS (X-Series)

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US, Canada, United Kingdom, and Australia    

   

 

Check for system-wide issues

Occasionally, an external incident may impact portions of Lightspeed Retail. Check our status page for updates on the status of all Lightspeed products, including Lightspeed Retail and Lightspeed Payments.

Checking connectivity issues on your WisePOS E payment terminal

Many common technical problems are caused by network connectivity issues. Start by checking the connectivity of your WisePOS E Lightspeed Payments terminal:

  1. Navigate to settings.
  2. Select Wi-Fi Settings.
  3. Tap your network name for more information about the network and its connection status. 

Follow the troubleshooting steps listed below:

  • The device is connected to your network and has internet access.

    In the case of an internet outage or other network issue, the terminal may be connected to a different network, or your network may have lost its connection. Your Lightspeed Payments terminal should be connected to the same network as your Lightspeed Retail register. 

  • The signal strength is strong.

    A weak network connection can lead to connection errors. If you notice that your network strength is weak, your terminal may be too far away from your router to receive a reliable signal, or there may be obstructions blocking the signal. Try moving your terminal closer to your router and confirm that your router is not blocked by any obstructions, such as cabinets, mirrors, metal objects, and thick walls or ceilings. 

  • Your Lightspeed Payments terminal is connected to the same network as the device accessing Lightspeed Retail.

    Once you have confirmed that your Lightspeed Payments terminal is connected to your network and you have a reliable connection, check that your payment terminal and the device accessing Lightspeed Retail are on the same network. 

    1. On your Wise POS E, note the terminal’s IP address.
    2. Check the IP address of the iPad or computer connected to Lightspeed Retail. The steps to check the IP address for your device are listed here. 
    3. Compare your terminal IP address and your retail device’s IP address. Verify that the first three numbers match, indicating that your devices are on the same network. The last integer in the IP address refers to the host ID of the device itself and should be unique.
      IP_Address_Diagram.png
      For example, the IP addresses 192.168.1.27 and 192.168.1.36 contain matching network IDs, indicating that both devices are connected to the same network. The IP addresses 192.749.1.27 and 192.168.5.9 do not have matching network IDs and are, therefore, not connected to the same network. 
    4. If your terminal and the device accessing Lightspeed Retail are not connected to the same network, you will need to connect your devices to the correct network.

    Check that your device is connected to the correct Wi-Fi network

    • Mac OS

      1. Click Apple menu > System Preferences > Network.
      2. Select the network you are connected to.
      3. Navigate to the TCP/IP tab.
      4. Take note of the IP address.

      Windows

      1. Select Start > Settings > Network & Internet.
      2. Select the network you are connected to.
      3. Navigate to Properties.
      4. Take note of the IP address.
    • iPad

      If there is a power outage or incident with your internet provider, your iPad may connect to a different network. To check the IP address of the network connected to your iPad:

      1. On your iPad, navigate to iOS Settings.
      2. Tap Wi-Fi.
      3. Tap the information button to see more details about your network.
      4. Take note of the IP address. 

Updating your WisePOS E payment terminal

As terminal software updates are made available, your payment terminal updates automatically. Failing to install a required update can prevent a terminal from accepting payments.

Leave your terminal on and connected to power to receive automatic software updates. This ensures that updates happen at midnight (in the timezone of the assigned location) to avoid interruption to sales.

If you unplug the terminal at night, an update could initiate when you turn the terminal back on. To manually check for an update, reboot the reader.

Troubleshooting your network settings

Check that Lightspeed Retail has local network permission (iPad) 

Network or security settings on your iPad may disrupt Lightspeed Retail’s ability to connect to your network and local devices. To configure network settings for Lightspeed Retail:

  1. On your iPad, navigate to iOS Settings.
  2. Tap Retail (X).
  3. Confirm that Local Network and Bluetooth are enabled. 

Update the DNS settings of your network

It may be necessary to update your DNS settings on your retail device to create a more secure and reliable connection between your register and your Lightspeed Payments terminal. 

  • Mac OS

    1. Click Apple menu > System Preferences > Network.
      MacOS_Network_settings.png
    2. Select the connection you want to configure for Google Public DNS.
      • To change the settings for a Wi-Fi connection, select Wi-Fi, and click Advanced.
      • To change the settings for an Ethernet connection, select Built-In Ethernet, and click Advanced.
    3. Select the DNS tab.
    4. Click + to add the Google IPv4 addresses:
      • 8.8.8.8
      • 8.8.4.4
    5. Click OK > Apply.
      MacOS_DNS.png
    6. Restart your computer and terminal to save your changes.

    Windows OS 

    DNS settings are specified in the TCP/IP Properties window for the selected network connection.

    1. Navigate to the Control Panel.
    2. Click Network and Internet > Network and Sharing Center > Change adapter settings.
      Windows_Network_and_Sharing_Center.png
    3. Select the connection you want to configure for Google Public DNS. For example:
      • To change the settings for an Ethernet connection, right-click the Ethernet interface and select Properties.
      • To change the settings for a wireless connection, right-click the Wi-Fi interface and select Properties.
        Windows_Properties.png
    4. Select the Networking tab. Under This connection uses the following items, select Internet Protocol Version 4 (TCP/IPv4).
      Windows_Click_Protocol_Version.png
    5. Click Properties.
    6. Click Advanced and select the DNS tab. If there are any DNS server IP addresses listed there, remove them.
    7. Click OK.
    8. Select Use the following DNS server addresses. If there are any IP addresses listed in the Preferred DNS server or Alternate DNS server, write them down for future reference.
    9. Replace those addresses with the IP addresses of the Google IPv4 addresses:
      • 8.8.8.8
      • 8.8.4.4
    10.  Restart your computer and terminal to save your changes.
      Windows_Add_DNS.png
  • iPad

    1. On your iPad, navigate to iOS Settings.
    2. Tap W-Fi.
    3. Tap the information button on the network you are connected to.
    4. Tap Configure DNS.
      iOS_Configure_DNS.png
    5. Select Manual.
    6.  If there are any DNS server IP addresses listed already, remove them from this window.
    7. Click + to add the Google IPv4 addresses:
      • 8.8.8.8
      • 8.8.4.4
        iOS_DNS_Servers.png

    8. Click OK > Apply.
    9. Restart your terminal and iPad to save your changes. 

What’s next?

If you are still encountering issues or have further questions, contact Retail Support. 

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