Follow these steps to troubleshoot common issues with the BBPOS WisePOS E. 

Internet Connectivity

Hardline connections:

1. Ensure that they are on the same network. Hard-line connections are always recommended. 
2. If you can only hardline one, it is recommended to hardline the computer and put the EMV on Wi-Fi.

To verify the internet connection on the EMV:

1. Go to Settings (swipe right on the device and enter the Admin PIN: 07139)
2. Tap Wi-Fi Settings. All available Wi-Fi networks will be displayed.
3. Tap the connected network name to view more details about the connection

Port Restrictions On The Network (By Venue/Client's IT)

Has the venue or IT department placed restrictions on the network?  If so, these will need to be removed.

If you cannot connect to a Stripe Terminal reader from your point-of-sale device, your network might have a firewall blocking the protocols and ports the devices use to connect to the readers.

Please ensure the following protocols, ports, and IP addresses are allowlisted within your LAN:

• TCP port 4443
• TCP port 443 (HTTPS)
• UDP port 53 (DNS)

Furthermore, all the domains listed on https://stripe.com/docs/ips must be allowlisted within your firewall settings.

Information provided by Stripe at: https://support.stripe.com/questions/my-point-of-sale-application-cannot-connect-to-the-reader

Check the Power Source

1. Ensure that the terminal is properly connected to a power outlet or that the battery is adequately charged (A low battery or loose power connection can cause functionality problems)
2. The battery icon and its percentage is displayed at the top of the screen.  Ensure that the icon is charging and check the power source connection.

Restart the Terminal

Sometimes, a simple restart can resolve temporary glitches:

1. Turn off the WisePOS E terminal by holding the power button for 6 seconds
2. Wait for a few seconds, and then power it back on

Check for the Latest Software

Stripe maintains the software that controls the BBPOS WisePOS E. The reader receives updates automatically from Stripe when not in use. These can include improvements and required security updates from Stripe and our hardware partners. As reader software updates are made available, update your readers to the latest available version to continue using Stripe Terminal. Failing to install a required update can prevent a reader from accepting payments.

The reader restarts every day at midnight for PCI compliance, and disconnects from the POS app every morning. Leave your reader on and connected to power to receive automatic software updates. This ensures that updates happen at midnight (in the timezone of the assigned location) to avoid interruption to sales. If you unplug the reader at night, an update could start when you turn it back on. To manually check for an update, reboot the reader.

To update the terminal software: 

1. After a forced reboot the device should prompt a message that the system will perform an automatic update
2. Allow the terminal to update and standby
3. Keeping the terminal's software up to date can fix bugs, improve performance, and enhance compatibility

Check Diagnostics

Check diagnostics in the device: 

1. Go to settings (swipe right, enter the Admin PIN: 07139), and then tap Diagnostics. 
2. Look for “Strip connectivity” status, the “WiFi signal strength”, the battery health, and other details that will help isolate the issues. 

Check the Leap Admin

1. From the admin, select Settings > Payment Terminal
2. Ensure that the number assigned to the device (the label under the back “WISEPOS E [number here]”) corresponds to the list of payment terminal assigned.

Factory Reset

If all else fails and the issues persist, consider performing a factory reset on the terminal:

1. Hold the Blue buttons on both sides of the device for 15 seconds
2. When prompted to reset the reader, choose Yes for a factory reset
3. Be aware that this will erase any stored data, so make sure to back up important information before proceeding
4. Please contact our support team before attempting this step so as to ensure that all necessary troubleshooting steps have been taken

Contact Support

If you are unable to resolve the issue on your own, reach out to your account manager or support for technical assistance and you will be set you up with someone who can help. They can provide guidance specific to the WisePOS E terminal and assist you in troubleshooting and resolving the problem.