Veriphone payment device - Red Cloud Icon + "Network Failure" Message

If your Verifone payment terminal displays a red cloud icon and a “Network Failure” message, this indicates a communication issue with the payment network or backend services. Follow the steps below to diagnose and resolve the issue.

Symptoms

• Red cloud icon on the terminal screen
• Error message: “Network Failure”
• Terminal unable to process transactions

Root Causes

• No internet connection
• Incorrect network settings
• Firewall or port blocking
• Hardware or cabling issues
• Firmware or software errors

Step-by-Step Troubleshooting

1. Check Internet Connectivity

• Ethernet: Ensure the cable is securely connected to both the terminal and router or switch.
• Wi-Fi: Confirm the terminal is connected to the correct SSID and has a stable signal.
• Cellular (if applicable): Verify that the SIM card is properly installed and cellular signal is strong.

2. Restart the Terminal

• Hold the power button to turn off the device.
• Wait 10 seconds and power it back on.
• This resets network modules and may restore connection.

3. Reboot Network Equipment

• Restart your router, modem, and/or switch.
• Wait 1–2 minutes before reconnecting the terminal.

4. Run a Ping Test (if supported)

• Access Settings > Diagnostics > Ping Test.
• Test connectivity to a public IP (e.g., 8.8.8.8 ).
• Failed test indicates network outage or block.

5. Verify IP Configuration

• Ensure DHCP is enabled (if dynamic IP is used).

  For Static IP, confirm:

  • Correct IP address
  • Subnet mask
  • Gateway
  • DNS servers

6. Check Firewall & Ports

Ensure the following outbound ports are open on your network/firewall:

• TCP 443 (HTTPS)
• TCP 9001–9010 (Verifone services, if applicable)

Consult your network administrator to confirm no traffic is being blocked.

8. Inspect for Hardware Issues

• Examine cables, connectors, and ports for damage.
• Try alternate cables or power supply if available.
• Check SIM card tray (for cellular models) for correct seating.

9. Contact Chosen Support

If issues persist:

• Record the terminal model, serial number, and current software version.
• Take a photo or note of the exact error screen.
• Provide these details when contacting Chosen Payments Support (support@chosenpayments.com)