Here are instructions for troubleshooting connectivity issues, along with common error messages.
Error Code: Reader is unable to connect
To check connectivity, go to Settings> WiFi settings. This displays all available WiFi networks. To see more details about the connection, tap on the connected network name.
Make sure the network is connected and has internet access.
The computer and terminal should be on the same network
The signal strength is good.
The device has an assigned IP address.
The subnet matches the one that your application is connected to.
Follow each step to continue troubleshooting:
Step 1: Local Network Settings
If your studio uses a macOS device (version 15 Sequoia or later) to make sales via the POS, ensure the Google Chrome toggle is enabled in your Local Network settings. On your device:
Open System Settings on your macOS device.
Navigate to Privacy & Security.
Select Local Network from the options.
Find your browser application in the list and toggle the switch to allow local network access. If you can't change the toggle, your device may be managed by an IT or HQ administrator. Contact them for assistance. If it is already enabled, toggle it off and back on.
Step 2: Chrome Site Permissions
When the terminal first connects and a POS sale is attempted, a Google Chrome site permission pop-up should appear, asking whether you want to allow or block the terminal connection.
At some point, an employee may have clicked Block, which saved that site permission and now automatically blocks the terminal connection every time you attempt a connection.
To fix this, you will need to reset your Admin site permissions by:
Access the Admin site in Google Chrome
Click the View Site Information icon next to the URL:
Click Site Settings, which should open a new Settings tab in Google Chrome
Ensure the site listed is the Mariana Tek URL [tenant.marianatek.com]
Click Reset Permissions > Reset:
Once completed, attempt a new sale in the POS. A pop-up should appear asking whether you want to allow or deny the terminal connection; select Allow.
Step 3: DNS Changes
Your default DNS provider (OS Default) may not allow the terminal connection through Google Chrome. In these cases, follow these steps:
Access your Google Chrome settings via the menu in the top right corner > Settings
Click Privacy and Security > Security.
Ensure the Use secure DNS toggle is enabled.
If this is not enabled and cannot be enabled, your HQ likely manages your computer, and you will need to contact the HQ team for assistance.
Change the Select DNS provider to any of the options in the following order:
Between each change, refresh your POS and attempt a sale.
Google (Public DNS)
Cloudflare (1.1.1.1)
Any other option the studio has listed
For more details based on your specific terminal:
Error Code: Reader is unable to update
If your reader doesn’t update, it may not be able to connect to Stripe. To check its connectivity to Stripe, go to Settings > Diagnostics. This displays a list of troubleshooting tests. Check Stripe connectivity and ensure it says Passed.
For more details based on your specific terminal:
If you are seeing the following, please reach out to support to further troubleshoot: Reader has IP address but is unable to communicate with Stripe
Error: The Stripe Terminal SDK is encountering DNS errors when connecting to an Internet Reader
Some DNS providers block DNS resolution of local IP addresses. You can check whether DNS resolution is successful by going to Settings > Diagnostics and checking the DNS resolution test results. Please view this Stripe Help article for additional steps.
If troubleshooting doesn't resolve the issue, please contact support so the team can assist further.
When reaching out, please include your reader's version to expedite support. You can find your reader’s versions in the Diagnostics menu by swiping in from the left edge of the screen, tapping Settings, and entering the admin code 0-7-1-3-9.