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Dejavoo P Line - Connectivity & Comm Errors 

Follow these steps to diagnose and resolve communication issues on Dejavoo P1, P3, and P5 terminals. This guide covers Wi-Fi, Ethernet, and cellular checks, and troubleshooting.

Common symptoms

  • Terminal shows a communication error or “Comm Error.”
  • No Wi-Fi or Ethernet network icon, or intermittent drops.
  • Transactions fail or time out while other devices on the same network work.
  • Terminal was working and then suddenly lost connectivity.

Before you start — information to collect

Ask for or record:

  • Terminal model and serial number: P1 / P3 / P5
  • Firmware/software version: Note if a recent update occurred
  • Connection type: Wi-Fi, Ethernet, or Cellular, including any recent network changes
  • Deployment status: Newly provisioned or previously deployed terminal

Communication Setup 

  1. From the idle screen, tap the terminal icon to open Settings.
  2. Enter the Manager Password (last 4 digits of the TPN#) if prompted.
  3. Select COMM SETUP, then tap CONFIGURE.
  4. Choose the desired network type: GPRS, Wi-Fi, Ethernet, or Bluetooth.
  5. Follow the on-screen prompts for setup:
    • Wi-Fi: Select the SSID, enter the password, and ensure the radio is ON.
    • Ethernet: Choose DHCP or STATIC, and if static, enter IP, Netmask, Gateway, and DNS details.
    • GPRS/Cellular: Configure APN and carrier parameters as required by the SIM or mobile carrier.

Initial Troubleshooting Steps

  1. Obtain the exact error message.
    1. If you cannot, attempt a test txn to recreate the error.

  2. Check all physical and network connections:

    1. Ensure Ethernet, power, and adapters are firmly connected; inspect for any cable or port damage.

    2. For Wi-Fi, confirm the terminal is within range of your wireless network.

    3. For cellular, check that the SIM card is properly installed and undamaged.

    4. Review device indicators:

      1. Router/switch power lights should be solid; WAN/Internet lights should show active (steady or blinking green).

      2. Ethernet ports used by the terminal should be lit.

      3. On the terminal, check Wi-Fi or cellular indicators for connection status.

      4. Unusual light patterns (flashing red, constant amber, or no lights) may signal a network or hardware issue that needs further review.

  3. Power-cycle the terminal:
    1. Turn off the terminal, wait 10 seconds, then power it back on to reset the connection. Attempt a test transaction to ensure connectivity.

Advanced Troubleshooting

If the basic steps don’t fix the problem, try these advanced checks:

  1. Network and Firewall: Make sure the network allows payment communication.
    1. Use a tool like Open Port Check Tool to confirm required ports are open.
  2. Firmware and Software: Check that the terminal firmware matches the approved version for your processor. If there’s corruption or mismatch, reinstall following official support instructions.
  3. SIM Card and Cellular Connection (for GPRS Devices)

    1. Test the SIM in another device to confirm it’s active and has data service.

    2. Check outage finder Down Detector.

    3. Update or reset the APN settings if the carrier has changed network parameters.

Hardware Inspection: Look for physical problems like loose cables, damaged antennas, or worn keys. Try different cables, adapters, or network jacks to rule out hardware failure.