---
title: "Troubleshooting: Payment devices"
slug: "troubleshooting-payment-devices"
updated: 2024-11-13T13:03:27Z
published: 2024-11-13T13:03:27Z
canonical: "docs.newstore.com/troubleshooting-payment-devices"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.newstore.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Payment devices

When setting up payment devices to process payments via NewStore and `payment service provider`s, refer to the table below for possible solutions to errors that may occur during setup.

> [!TIP]
> Note
> 
> These errors only affect integrations that use Adyen Classic, which is deprecated. A migration to Terminal API may resolve these errors.

| Problem or Error Message | Troubleshooting Methods |
| --- | --- |
| Device cannot be found during the pairing process. | - Verify if the payment device and phone are in the same Wi-Fi network. - Check the DHCP setting for the payment device or check for the assigned IP address in the device. |
| `Malformed Response (10999)` or`Corrupted file (10999)` is displayed when trying to board a device or start a payment. | Erase the payment device configuration and board it again. - To erase the configuration for a `VX690` device, open the device, press `9` + the green button to open the `Admin` menu, enter the PIN and tap `Erase`. - To erase the config for a `e285` device, open the device, press `9` + the green button to open the `Admin` menu, enter the PIN, tap `Config` and tap `Remove`. |
| `Failed to board device` is displayed when trying to connect the card reader. | Verify that the terminal is online, via a PSP connection test. Go to `Admin Menu` >`Network` > `Diagnostics` > `PSP Connection Test`. This validation must pass for the terminal to communicate with the NewStore platform. If the test fails, contact the [Adyen POS Support Team](https://www.adyen.help/hc/en-us/categories/360002389860-Point-of-sale). |
| `Payment device configured for other merchant` is displayed when trying to connect the card reader. | Indicates that the associate and the payment device are not assigned to the same store. Ensure that the store assignment is correct. - For associates, verify via NewStore Omnichannel Manager. See [this guide](/v1/docs/managing-users-and-roles#creating-a-user-account). - For the payment devices, ensure that the values for`store_mapping` property are specified correctly. For more information, see the [Adyen config API](https://docs.newstore.net/api/configuration/payment/payment_config_api#operation/putPSPAdyenConfiguration) or the [Square config API](https://docs.newstore.net/api/configuration/payment/payment_config_api#operation/putPSPSquareConfiguration). |
| `DNS lookup fails` is displayed | Verify that DHCP is enabled. Go to `Admin Menu` > `Network` > `WiFi` > `TCP/IP Settings`. |
| One time password needs to be entered | To view or update the one-time password in the [Adyen Customer Area](https://ca-live.adyen.com/), go to `Point of Sale` > `Terminals` > `<Device name>`. |
| `The Internet connection appears to be offline` is displayed and the payment device times out. | Check the Network access permission. If it is not properly set for your device, try to uninstall and install the app again. The phone should ask for those permissions the next time a connection to the payment device is established. |
| `Could not connect to card reader.The provided Adyen merchantcredentials are invalid.` is displayed and connection to the payment device fails. | - Ensure that the payment credentials are still valid. Use the [Payment options API](https://docs.newstore.net/private-api/payments/payment_reports_api) and check if the retrieved PSP and terminal configurations match. - For Adyen devices, use the [PSP Adyen config API](https://docs.newstore.net/api/configuration/payment/payment_config_api#operation/getPSPAdyenConfiguration) and check if the received Adyen credentials match the device you are trying to connect. - For Adyen devices, ensure that the Adyen username fits a `ws_123456` pattern, as NewStore does not support any other extensions of the name. |
| `Could not connect to card reader.Please make sure the correctIP address is used andthe card reader and this deviceare connected to the same Wifi.` is displayed and connection to the payment device fails. | Too many payment devices are connected to the same network. Switch the network or remove some devices. |

**Related topics**

- [Integration guides](/v1/docs/integration-guides)
- [Setting up payment service providers](/v1/docs/setting-up-payment-service-providers#assoapp-config-readers)
- [Setting up NewStore Checkout with Adyen Pay By Link](/v1/docs/setting-up-newstore-checkout-with-adyen-pay-by-link#integ-newstore-checkout)
- [Configuring Adyen payment card readers](/v1/docs/setting-up-payment-service-providers#configuring-adyen-payment-card-readers)