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Jane Payments Terminal Troubleshooting

Are you having trouble connecting your Jane Payments Terminal to your Jane account? Is the Terminal non-responsive? Is the battery not charging, or does the battery not last around 8 hours? Here are a few useful suggestions that you can try if you’re experiencing any trouble with your Jane Payments Terminal.

1️⃣ Is the Terminal being charged correctly?

The Terminal needs to be plugged into a wall outlet (with at least 5W power) with the cable that was provided with the Terminal and an adaptor to connect the cable to the wall. The terminal cannot be plugged into a laptop or another device for charging.

Ensure the battery is in the terminal the right way. The customer warning message on the battery will be facing outward. Note: if the battery is already installed, please remove and reinstall it in the device.

For first-time use, please allow your Terminal to charge overnight. You can then leave your Terminal on charge each night, the battery will ‘turn off’ when full. The battery charge status is indicated by an icon on-screen during charging.

To charge the battery, connect the cable provided to the right side of the Terminal (there is a little lightning bolt symbol). You then need to connect the cable to an adaptor to plug into the wall. You can tell the battery is charging in the top right of the terminal screen, you’ll see a little lightning bolt in the battery if it is currently charging.

2️⃣ Ensure the Terminal and the computer or device you’re using Jane from are on the same wifi network.

To check which network your Terminal is connected to, on your Terminal screen swipe left to right then select Settings. You may need to re-enter the admin PIN (0 7 1 3 9), then select Network. Here you’ll see which network the Terminal is connected to.

3️⃣ Have you updated the DNS settings on your computer?

If you are receiving a message ‘could not connect to the reader’, or if Jane continually loads then you may need to check your computer DNS settings.

Mac laptop or desktop (MacOS)

  1. Go to the Settings/System Preferences
  2. Click on Network
  3. Click on Advanced in the bottom right
  4. Click on DNS
  5. Add in 1.1.1.1 and 1.0.0.1
  6. Reboot/restart the device
  7. Refresh Jane

iPad/iPhone (iOS)

  1. Tap Settings
  2. Tap Wi-Fi
  3. Tap in the i in the circle beside the wifi network you’re currently on
  4. Scroll down to DNS
  5. Switch from Automatic to Manual
  6. Add in 1.1.1.1 and 1.0.0.1
  7. Reboot/restart the device
  8. Refresh Jane

Windows device

  1. Open the Control Panel
  2. Click on Network and Internet
  3. Select Network and Sharing Centre
  4. Click the Change adapter settings option in the left panel
  5. Right-click the network interface that connects to the internet, click Properties
  6. Select and check the Internet Protocol Version 4 (TCP/IPv$) option
  7. Click the Properties button
  8. Select the Use the following DNS server addresses option
  9. Type your preferred and alternate DNS addresses (1.1.1.1 and 1.0.0.1)
  10. Reboot/restart the computer
  11. Refresh Jane

Chromebook (ChromeOS)

  1. Open the Settings screen on your Chrome device (Main menu > Settings)
  2. Click the “Wi-Fi” option under Network at the top of the Settings screen
  3. Click the name of the Wi-Fi network to which you’re currently connected to change its settings
  4. Click to expand the “Network” section, locate the Name servers option at the bottom of the expanded Network section, and then click the dropdown menu to its right. Select “Custom name servers” to provide your own addresses, and be sure to save, if there’s a save button!
  5. Type your preferred and alternate DNS addresses (1.1.1.1 and 1.0.0.1)
  6. Reboot/restart the device
  7. Refresh Jane

4️⃣ Restart your Terminal

  1. Hold down the power button, until the “Power off / restart” buttons show up. Tap restart, then confirm you’d like to restart.
  2. Here typically a Jane logo will show up
  3. Reconnect the reader by swiping left to right and tap Settings
  4. Enter the administrative pin: 0 7 1 3 9
  5. Tap Generate Pairing Code
  6. Back in your Jane account enter the pairing code. That’s under Settings > Jane Payments > click the blue pencil under Jane Payments Accounts then > Register Jane Payments Terminal > Register Terminal.

5️⃣ Do a Factory Reset on your Terminal

  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 dialogue 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. The reader will then download and install the latest firmware, then prompt you to select a language
  9. The screen will go back and forth a couple of times, then you’ll be prompted to choose a country
  10. The reader will then download and install the software and configuration for the country you select
  11. You may see the new black splash screen or the old white splash screen at this point; either way, hold the power button down and then select the Restart option
  12. After the reader finishes restarting and connecting to the network it should end up on the normal splash screen after a few minutes and be ready to use

6️⃣ Try processing a payment

Once you have tried all the above tips, try processing a payment starting from within Jane and selecting the Jane Payments Terminal as the payment method. Within the appointment or purchase click the blue Pay button, then follow the steps to process the payment in-person.

7️⃣ Still having trouble?

If you are still having issues with your Jane Payments Terminal, please take photos of your Diagnostics screen and email them to our Support Team at [email protected].

To get to the Diagnostics screen swipe left to right on your Terminal screen, select Settings, enter the admin PIN (0 7 1 3 9), and select Diagnostics.