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Terminal Troubleshooting

If your smart terminal is experiencing issues receiving payment requests from Crown, or completing transactions, please try the following troubleshooting tips.

Communication Issues

The most common reason for the terminal to stop responding is losing its connection to the internet. Please check to ensure the terminal has a network connection.

Reset Wifi Connection
Reset your Smart Terminal’s Wi-Fi connection, to make sure it’s connected to the correct wireless network.

  1. Tap Settings on the second page of the Smart Terminal home screen.
  2. Tap Network Settings, then tap Wi-Fi (under Preferences).
  3. Verify that the Wi-Fi toggle is on and that your wireless network appears in the list.
  4. Tap the name of your wireless network, then tap Forget to disconnect the network from your Smart Terminal.
  5. Tap your wireless network, enter your password and tap Connect to reset your wireless connection.
  6. Verify your network connection status:
    • If your network displays “Connected,” your Smart Terminal and wireless network are connected properly.
    • If your network displays “Authenticating Network,” re-start your router and try connecting again.

Reconnect Cloud Services
Crown communicates to the terminal through GoDaddy Poynt’s cloud services. There may be times when the terminal loses connection to this cloud service. Double-tapping the date/time on the home page of the terminal will reconnect/re-establish the connection.

Hard Reboot
If your terminal is experiencing any slowness or communication issues that couldn’t be resolved above, please do a hard reboot on the terminal.

  1. Connect the terminal to power.
  2. Hold the power button down until the terminal turns off (this could take up to 10-15 seconds). Once the terminal turns off, you can remove your finger from the power button.
  3. In most cases, the terminal will reboot on its own. If the terminal remains off, press the power button for 2-3 seconds to turn the terminal back on.

Crown Troubleshooting

I sent a payment from Crown to the terminal, but the terminal never received it.
Follow the communication steps above.

The terminal completed a payment, but Crown never showed a confirmation.
Check the transaction list on the terminal or in your GoDaddy merchant account. If the payment went through, don't send it again. Crown recovers it automatically and posts it to your practice-management system.

Note:
Recovered payments usually appear in Crown within about a minute. Once a payment is recovered, your practice gets an email confirmation and the patient gets their receipt.

I took a payment outside of Crown.
Payments taken directly on the terminal or through your GoDaddy merchant account show in Transactions along with your other payments, marked Unassociated, usually within about a minute. To see only these, select Filter, then choose Unassociated Only.

To match one to a patient, select ... on the payment's row, then Associate Transaction, search for the patient and confirm. See Match an unassociated payment to a patient for the full steps.