Check that the terminal is on the same Wifi as the iPad or computer. It must be on the same WiFi. WiFi network: must use WPA-Personal or WPA2-Personal encryption and be password protected. Enterprise networks are not supported.

To check connectivity, go to settings, then select WiFi settings. This displays all available WiFi networks. To see more details about the connection, tap on the connected network name.

If you have checked the WiFi and still can not connect, your network might have a firewall blocking the protocols and ports the devices use to connect to the readers.

Please contact your network consultant or internet provider and pass along this information.

Also make sure the device running your point of sale application and your reader are able to communicate over the local network (typically this means they’re on the same subnet).

Stripe Terminal requires that both the point of sale application and the reader are able to interact with specific domain names, all of which are listed on your network.

Stripe Terminal also requires that your reader be assigned an IP address in one of the private IPv4 address blocks.

Some DNS providers block DNS resolution of local IP addresses. You can check whether DNS resolution is successful by going to settings and selecting Diagnostics, and checking the DNS resolution test results. Stripe Terminal uses the partially qualified domain name *.[random-string].device.stripe-terminal-local-reader.net, which resolves to the local IP address of your BBPOS WisePOS E. If your DNS provider blocks local IP resolution, change your network settings to use one of the following DNS providers:

The factory reset procedure is detailed below, and will take several minutes to complete:

1. Make sure the reader is turned on, is connected to power, and a working network with an Internet connection is available

2. Press and hold the two buttons with the blue lines for 10 seconds (there's one on each side of the reader)

3. A dialog will appear asking you if you're sure you want to factory reset the device; tap Yes to begin the factory reset

4. The screen will go blank, then transition through several other screens as the device erases itself and prepares for the reset

5. The reader will indicate it's not connected to the Internet and prompt you to connect to WiFi; tap on Connect to WiFi

6. Select a WiFi network, enter the password, and Connect

7. Once the WiFi shows as connected, hit the back button in the lower left

8. The reader will indicate it's connected and ready to update; tap on the Update button

9. The reader will download and install the latest firmware, then prompt you to select a language

10. At the Modify system settings screen turn on the Allow modifying system settings switch

11. Tap on the back button in the lower left. Reader is unable to connect to Ethernet, even though docked

You must connect both cables before inserting the reader into the dock. Remove the reader and re-insert into the dock.

Please provide any additional relevant information so we can help troubleshoot more? E.g.
- Screenshots and/or video
- Steps taken to reproduce the issue
- Serial #
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