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    • Verifone P400
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    • Verifone E285
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  • Get Started
    • Integration Checklist
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    • Configure Sandbox
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    • API Authentication
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    • Initiate a Sale or Refund
      • Initiate a Card Present Authorization
      • Level 2 and Level 3 Data Processing
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    • Vaulting and Customers
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    • Display Information
    • Custom Prompts
    • Card Data Collection
    • GraphQL Error Handling
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    • Receipt Printing API
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  • Partner Considerations
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    • Reader Management System (RMS) - Available in Beta Only
    • Managing Firmware Updates
    • Troubleshooting
    • Network Connection Test
    • Support/Contact Us
  • Reference
    • Firmware Version Release Notes
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On this page
  • Have you tried updating the firmware on your reader?
  • How to restart the payment app?
  • How to shutdown the reader?
  • Error screen appears?
  • Can't connect to Sandbox
  • Is your reader connected to your network but not reaching the Braintree platform?
  • Having network connectivity issues?
  • Need to contact our Support team?

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  1. Support

Troubleshooting

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Last updated 1 year ago

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Have you tried updating the firmware on your reader?

Updating the firmware version on the reader can sometimes resolve issues if there is a known bug that has since been fixed within our app. For more information on updating the firmware of your device click the link below to the Firmware Updates page:

How to restart the payment app?

From any screen in the app, you may press and hold the green circle button to reboot the device.

How to shutdown the reader?

To shutdown the reader, you can either unplug the device from the power source or press and holdfor at least 5 seconds.

Error screen appears?

Can't connect to Sandbox

Is your reader connected to your network but not reaching the Braintree platform?

Having network connectivity issues?

Need to contact our Support team?

Many issues can be fixed by restarting the payment app. If you see this screen, follow the prompt to "Restart the App". Alternatively, you may press and hold the green circle button to reboot the device.

Check that your sandbox credentials are correct and that your device is connected to the WiFi Network. If the problem persists please .

This can happen if your onsite network has a firewall that may be blocking communication from the Braintree platform endpoints to and from the reader. Please double-check that your network firewall is not blocking network traffic with the . If you're still having issues try running our .

As of we now support a that can be accessed from the reader admin menu. You can access the admin menu by pressing 2+8 on the number pad, then enter your admin menu password and press the Run Connection Test button to begin. This tool helps you identify where the breakdown in communication may be occurring on your network.

If you still need help after trying some of the troubleshooting tips, please reach out and provide detailed information on the issue you are experiencing as outlined on our .

contact us
contact page
Managing Firmware Updates
network diagnostics tool
network diagnostics tool
Something went wrong error screen.
Example screenshots of the network diagnostics tool
version 5.1.0
Braintree Endpoints