DNS Resolve Error during a PING Test: This means the terminal is not connecting to the internet.
First, 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]
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.
DNS Resolve Error or Open UAI: If you receive these errors after a download your terminal requires a Firmware Update.