Troubleshooting your Stripe Terminal Connection

Stripe Terminals connect to your POS computer through your private network at your facility. Each facility's network is unique. Here are the top 5 things that could be preventing your Rock Gym Pro POS from communicating with the Stripe Terminal(s).

TROUBLESHOOTING TERMINAL CONNECTIVITY:

1) Terminals and Computers are on the same network

Make sure your terminals and POS computers are on the same network (both private vs. guest). 

2) Ethernet Connection for POS computer and Stripe Terminal:

While the Stripe Terminals can use a wifi connection, we are finding that the wifi connection can be slower and on some networks not work at all. We highly recommend connecting both the terminals and POS computers via an Ethernet cable.

If you do not have enough Ethernet ports you can purchase an Ethernet Splitter or Switch to turn one port into multiple ports. Or you can purchase an Ethernet Powerline Adapter to turn your electrical outlets into Ethernet ports. 

3) DNS Resolution (Local Computer): 

If you have completed the first steps and continue to see disconnects between RGP and the Terminal, your local computer's settings may be blocking Stripe's DNS Resolution. Many internet providers have their own automatic DNS resolution that can randomly block access to communicate to Stripe.

To change your DNS settings to resolve to either Cloudflare DNS (1.1.1.1 and 1.0.0.1) or Google Public DNS (8.8.8.8 and 8.8.4.4), follow the steps below:

1. Open the Windows Start Menu. Do this by clicking the button with the Window's logo in the bottom-left corner of your screen. 

2. Click Settings. This is the gear-shaped icon just above the power button. 

3. Select Network & Internet.

4. Click Change Adapter Options.

Note: If you do not see this option, click Status in the left sidebar. If you don't see Status in the left sidebar, expand the Settings window or make the window full screen. 

5. Right-click on the connection you want to change the DNS server for. You will know which connections you are currently using because they will have green bars, while the connections that are not in use will have a red X. 

6. Select Properties.

7. Select Internet Protocol Version 4 (TCP/IPv4). If you don't see this option, use your mouse to scroll up and down the selection. 

8. Click Properties. 

9. Click the radius next to "Use the following DNS server addresses." You will see this in the bottom half of the window. 

10. Enter a new DNS address. You will also want to add a secondary DNS server address in the following line. 

Add 8.8.8.8 as the Preferred DNS server and 8.8.4.4 as the Alternate DNS server.

Click OK. Your changes will not go into effect until you click OK. 

Notes cited from: https://www.hellotech.com/guide/for/how-to-change-dns-server-windows-mac

5) Fixed IP Address:

If you have adjusted the DNS resolution on your local computers and your terminals were working but randomly stop - this could be that your network has a DHCP range that shuffles IP addresses for devices. This can be fixed if you assign the terminal(s) a fixed IP address on your network. If you have an IT person they can adjust this for you.

If you do not have an IT person you can log into the Admin dashboard for your router/internet provider and do it yourself. Google your provider and how to set a fixed IP address or contact your internet provider for specific directions.

6) DNS Resolution (network):

If every step above has been tried and you are still experiencing issues with your terminal connecting to RGP, try changing the DNS resolution on your network. 

If you have an IT person, they can adjust this for you. Or you can by logging into the Admin dashboard for your router/internet provider and do it yourself. Google your internet provider name setting manual DNS Resolution.

Check if your network settings can be changed to resolve to either Cloudflare DNS (1.1.1.1 and 1.0.0.1) or Google Public DNS (8.8.8.8 and 8.8.4.4). You would want both your network and POS computers to resolve to either of those for the best connection/speeds. Instructions for changing your DNS provider vary by device and router; you'll want to consult your router's user manual for specific instructions.