Adit Pay - Troubleshooting Terminal Connection Issues
Overview:
This article explains the standard troubleshooting steps to resolve terminal connection or payment issues on the Adit platform. These issues are commonly reported after a Chrome update or following an Adit app outage.
Common Symptoms:
- Terminal is disconnected or unresponsive
- Payment does not display on the terminal
- Error appears during in-office payment processing
Step 1: Check Network Connection
Ensure that both the client’s computer and the payment terminal are connected to the same network. If they are not, reconnect both devices to the same network.
Step 2: Update Chrome Browser
- Open Google Chrome.
- Go to Settings → About Chrome.
- Check if Chrome is up to date.
- If an update is available, install it and realunch the browser.
Step 3: Enable Local Network Access
- Open the Adit web app in Chrome.
- Click the lock icon in the address bar.
- Select Site Settings.
- Locate “Local Network Access” (or “Live Network Access”) and set it to “Allow”.
- Reload the page after enabling this option.
Note: Sometimes this option appears directly in the small pop-up after clicking the lock icon. You can enable it from there and reload immediately.
Step 4: Test Terminal Functionality
- In the Adit app, click on Quick Text.
- Enter the patient’s name.
- Select “In-Office Payment” and click “Confirm”.
- If the amount appears on the terminal, the connection is successful.
Step 5: Change DNS Settings (if issue persists)
- In Chrome, go to Settings → Privacy and Security → Use Secure DNS.
- Change the provider to Cloudflare (1.1.1.1).
- Relaunch Chrome and test the payment again.
Important: Use only Cloudflare (1.1.1.1). Do not use Google or other DNS providers. If the DNS option is grayed out, do not make any changes and Please contact your Local IT Team/Person.
Step 6: Optional Technical Check (Adit Pay Support Only)
If the issue continues after performing all steps above:
- Retrieve the terminal’s IP address from Stripe.
- Ping the IP address using the Command Prompt on the client’s computer.
- If the IP is not reachable, the client’s local IT should inspect the network configuration.
Summary: Most terminal issues are resolved by the following:
- Both computer and terminal are on the same Wi-Fi network.
- Chrome is updated and Local Network Access is allowed.
- DNS is changed to Cloudflare (1.1.1.1) if Step 3 is Failed.
If the issue still persists after performing all steps, advise the client to contact your local IT to review network settings.
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