DNS Resolve Error

DNS Resolve Error


If this is a traditional terminal, verify if the error is "DNS Resolve Error" or DSN Resolve EXT".  If it is DNS Resolve EXT, the device needs a firmware update. Firmware Update for Monitor OS, Firmware Update for Prolin OS.


Ask if there have been any changes to the network. For example "have they changed Internet Service Providers?"  "Was a router changed or replaced (even if for the same ISP)?"  If that is the case, there may be settings in the terminal that are preventing it from connecting.

For example, if the terminal was set to a static IP address, that address may not be available or have other issues. Check the terminal and change [Static] to [DHCP] if necessary.

1.      From the [Menu];

2.      Select [Communications]

3.      Select [LAN Parameters]

4.      Select [LAN Type]

  1.      [LAN Type: 1] or [LAN Type: 2] is displayed at the top of the screen.
  2.      If [LAN Type: 2] is selected, select [LAN Type: 1] to change to DHCP

5.      Hit [Cancel] to exit. The message “DNCPing” displays on the terminal.

6.      Use the [PING test] instructions below to confirm connection

If the device having the issue is connected to a POS, the connection may need to be reset. Have the customer contact there POS provider for assistance. If the network settings in the terminal profile are not correct, have the customer contact their Merchant Service Provider to address this.

If there are no changes to the network, try to PING the router. To do this go to [LAN Settings] – Gateway IP. Enter the IP in the PING test after removing www.goggle.com. If the PING is successful, the terminal is connecting to the router but is NOT getting to the internet.  Try changing DNS to Google:

1.      From the [Menu];

2.     Select [Communications]

3.     Select [LAN Parameters]

4.     Select [DNS IP]

5.     Change the DNS to 008.008.008.008 (Google DNS) and Press [Enter].

6.      Then scroll down to [Ping] and press [Enter].

7.      Whether or not this resolves the issue, the customer should contact their Network Administrator or ISP for more assistance. 

1.      If the issue is resolved, there is a problem with the DNS on the router and this should be addressed

2.      If the issue is NOT resolved, there is an issue with the network.


Other workaround is DNS Flush:

       1.    From the [Menu];
       2.    Select [Communications]
       3.    Select [LAN Parameters]
       4.    Select [LAN Type] to [Static]
       5.    Clear out the IP Information 
       6.    Go Back to main screen and reboot
       7.    Set [LAN Type] to [DHCP].  To obtain a new IP address for the terminal, you need to return to the main screen, where it should display DHCPing
       8.    Ping Test > If the PING is successful, the terminal is connecting to the router but if is NOT or if the error persist the customer should contact their Network Administrator or Internet Service Provider for more assistance. 

DNS Resolve EXT Error or Open UAI: If you receive these errors after a download your terminal requires a Firmware Update.


Follow the Firmware Update Steps: Reseller/ISO please call support for further assistance.



Note: If a customer receives the DNS Resolve Error after changing Internet Service Providers, the terminal may have had DHCP turned off either at the terminal level or through parameter settings.