Resolve "Lan not Connected Error" on the Q25 PIN Pad

What is causing this Error?

This issue can be caused by defective hardware or a loose connection in the ethernet port of the PIN Pad.

How do I resolve this Error?

1. Verify the ethernet cable is connected to the red port on the Q25 PIN Pad (shown) and that the other end is connected to the network (via a hub, switch, or network port).
   

Hard cycle the device by opening the back of the device and unplugging the cable from the PIN Pad. Wait 10 seconds, then restart the device.

1. To test if this resolved the issue, soft reset the device by pressing and holding the red X button.
   
2. Press restart to reboot the device. Press Enter at the prompt to start the booting process.
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3. During the booting process, watch the PIN Pad to see if it hangs (stays on the screen for 2+ seconds) on the RKI Query Task screen.
   
   1. If the PIN Pad beeps and returns to the Check LAN Cable screen, hard cycle the device (Step 2 of this procedure). The issue will continue to occur on the device, please contact support for a replacement. Note that a hard reset will temporarily correct the issue until the device is replaced.
      
   2. If the device boots normally (without error), verify that the cabling for the PIN Pad is secured to prevent accidental disconnection.