What does it mean?
This support article provides operators and field staff with a detailed, step-by-step guide to troubleshooting Adyen S1F2 payment terminal issues, particularly when the terminal loses its connection to the payment server (indicated by a missing cloud icon) or is unable to process credit card payments.
About the Adyen S1F2 terminal connection
The Adyen S1F2 terminal requires an active connection to both the Palisis backend and the Adyen payment servers to process card transactions. When everything is working correctly, a cloud icon is visible in the top-left corner of the terminal screen. If this icon disappears, or if card payments are failing with "no response from server" or "Verify DNS" errors, it means the terminal's payment configuration or network connection is broken.
Expected benefits of rapid troubleshooting
- Minimize lost sales: Instantly resolve card payment failures on the spot so you don't miss a single ticket sale.
- Reduce device RMAs: Avoid sending devices back for repair when a simple configuration reset can resolve the problem.
- Accurate reports: Ensures all transactions are properly recorded in the Palisis Backoffice in real-time.
What should I do?
Step-by-Step connection recovery guide
Follow these steps in order to restore connectivity and get the cloud icon to appear again:
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Connect the terminal to Wi-Fi. Ensure the terminal is connected to an active Wi-Fi network (local setup network or mobile hotspot). Close the Palisis app, open Settings on the main Adyen screen, go to Network, enter code 0486, then select Wi-Fi and connect to the network.
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Check for the latest software.
From the terminal’s main screen, open Settings, select Device Info, then tap Software Version. When prompted, enter the passcode 0486.
The terminal will check for the latest firmware package; click Install to apply it.
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Reset the device.
From the terminal’s main screen, open Settings, select Configuration. When prompted, enter the passcode 0486. Select Reset Device.
This clears and reloads the active Adyen payment configuration.
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Restart the terminal and check the connection.
Restart the terminal. If you are using a cellular SIM or mobile network, turn off Wi-Fi. Check the top-left corner of the screen: the cloud icon should be visible again.
How to fix "Terminal ID mismatch" (Unbinding Adyen)
Sometimes, the Palisis application remembers a previous terminal ID, causing payments to be sent to a nearby device instead of the one in your hand. If you receive payment errors but the cloud icon is present, you must "unbind" and re-select the correct card reader:
On the terminal, go to the Start Ticketing Screen. Tap on Settings.
Tap the button labeled "Unbind Adyen". The terminal doesn’t show any confirmation, but the action is taken.
Log back in, try to make a booking, and select the payment method Credit Card (CC). Select the correct Terminal ID matching the physical serial number of your card reader.
