> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/support-nordics/v400m-integrated/errors/network-test-failed.md).

# Network Test Failed

What to do when your V400M shows Network test failed, contact support with a red cross.

{% hint style="info" %}
**Use this page when** your terminal shows a **red cross** with the message **"Network test failed, contact support"**.
{% endhint %}

<details>

<summary>Keywords</summary>

Also called: network test failed, network test failed contact support, connection test failed, red cross. Search terms: network test, failed, red cross, connection, network fallback, Wi-Fi.

</details>

## Symptoms

You may see one or more of the following:

* A **red cross** with the message **"Network test failed, contact support"**.
* Payments are rejected or won't go through.

**Why this happens:** your terminal couldn't reach our payment system during the network test. This is usually because its internet connection has dropped, or its network settings don't match the connection you're using.

## Before you start

To open the menu, press **4** and **6** at the same time, then enter password **1234** and press the **green button**.

## Resolution

Work through **Steps 1 to 3**, then try a test transaction in **Step 4**.

{% stepper %}
{% step %}

### Check your terminal is online

1. Open the menu.
2. Select **Administration > Settings > Communications**.
3. Look for **Wi-Fi** showing as **UP**.

* **If Wi-Fi shows UP:** your terminal is online.
* **If Wi-Fi doesn't show UP:** your terminal is offline. Reconnect to Wi-Fi — see [How to Set Up Wi-Fi](/support-nordics/v400m-integrated/how-tos/how-to-set-up-wi-fi.md).

Then continue to Step 2.
{% endstep %}

{% step %}

### Check the Network Fallback setting

This setting tells your terminal which connection to use. If it doesn't match the connection you're using, the terminal can't reach our system — even when it's online.

1. Open the menu.
2. Select **Administration > Settings > Network Fallback**.
3. Select **Default** and make sure **Wi-Fi** is ticked.
4. Press the **yellow back arrow** key.
5. Select **Fallback 1** and make sure **None** is ticked.
6. Press the **red button** until you're out of the menu.

{% hint style="warning" %}
**Fallback 1** should always be set to **None**. Don't select another connection here unless Verifone Support asks you to.
{% endhint %}

Then continue to Step 3.
{% endstep %}

{% step %}

### Run a network test

Run a network test to check the connection is working — see [How to Do a Network Test](/support-nordics/v400m-integrated/how-tos/how-to-do-a-network-test.md).

* **If the test fails:** go back to Step 1 and check the connection again.
* **If the test passes:** continue to Step 4.
  {% endstep %}

{% step %}

### Try a test transaction

Once the network test passes, try a payment.

✅ **Transaction works — stop here.** ❌ **Still not working — continue to Step 5.**
{% endstep %}

{% step %}

### Contact Verifone Support

If the network test still fails or payments are still rejected, <mark style="color:red;">contact Verifone Support</mark> and let us know the steps you've already tried.
{% endstep %}
{% endstepper %}

## Still not working?

{% hint style="info" %}
**Still need help? Contact Verifone Support.**

If the steps above haven't resolved the issue, <mark style="color:red;">contact Verifone Support</mark>. Tell us the troubleshooting steps you've already tried — it helps us get you to the right support faster.
{% endhint %}


---

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