How can we help?

This tool should be the first step in troubleshooting any Rain POS Payments card readers. It gives you helpful information like the device type, date it was added, the IP Address of the device, and more. On a high level, if all the items in the Diagnostics section (see below) are green then they should be able to process successfully. If some of the items are red then you’ll need to troubleshoot.

Please Note: The 2nd and 4th items in the Diagnostics section will only work if the tool is run on the same network as the card reader (meaning those two icons won’t work from your machine). Best case is to run the tool from the customer’s machine either guiding them through it or doing a screenshare.

 

Running the Tool:

1. Click your username in the upper right. 
2. Go to Settings > Integrations > Rain POS Payments.
3. On the right side of the Reader line item in your Hardware list, click the Heart Icon.

A window will pop up displaying three sections: Terminal Details, Diagnostics, and Help.

 

Terminal Details

This section lists out the hardware details. This can be helpful for identifying the IP Address of the device or knowing the device with which you’re working. It will also tell you if it’s online or offline (connected to the internet or not).

 

Diagnostics

There are four items in this section. Each of these will have either:

A green check mark to indicate it is working as expected

Or a red ‘-‘ icon to indicate its failure. Use the following guide to walk you through the troubleshooting steps for each of these items.

1. The Reader is successfully paired with the System
2. If this is green it means the device was successfully paired with the system.
3. If this is red is means the device was somehow unpaired from their account. All you need to do is go through the pairing process again by clicking here: Payments - Setting Up the Verifone P400
4. Could not communicate with the Reader
5. If this is green then we can successfully talk to the card reader.
6. If this is red then the computer and the card reader are not on the same network. To correct it, use this Rain POS Payments - Setting Up the Verifone P400 article to connect the card reader to the correct network. If you’re unsure if it’s on the same network, use the top debug sequence in this article, Rain POS Payments: Troubleshooting Your Verifone P400, to check the network name and IP address. If you’ve verified they are on the same network, the fastest fix is usually this Payments - How to Set Up Cloudflare DNS on Windows, Mac, Android, and iOS article.
7. DNS hostname is valid
8. If this is green then their network DNS is allowing us to send information to and from the card reader.
9. If this is red then their network is blocking our ability to send information to and from the card reader. If that doesn’t work, then the Payments - How to Propagate the Device DNS Record article should resolve it.
10. IP Address reachable
11.  If this is green then we can successfully ping the IP Address listed in the Terminal Details section.
12.  If this is red then it’s likely it’s the same issue as #2, above. Follow the same steps. The only difference here is that we just try to ping the IP, not the full API.

 

Help

This section will have general information the customer can use to troubleshoot the problem themselves.