> 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-us/network-configurations-and-errors/ethernet-troubleshooting.md).

# Ethernet Troubleshooting

Troubleshoot Ethernet connection issues caused by hardware or network configuration problems.

{% hint style="info" %}
**Use this when** a device connected by Ethernet isn't responding, transaction prompts won't display, or the Ethernet cable is physically damaged.
{% endhint %}

## Symptoms

You may see one or more of the following:

* The device isn't responding
* Transaction prompts don't display
* Physical damage to the Ethernet cable

**Most likely cause:** a loose or damaged Ethernet cable, or an incorrect network configuration.

## Resolve the issue

{% stepper %}
{% step %}

### Check the hardware

Trace the cable connection from the back of the device and confirm all cables, including the Ethernet cable, are securely connected.

* If the Ethernet cable is damaged, it needs to be replaced — contact your Helpdesk to arrange a replacement.

✅ **Issue fixed — stop here.** ❌ **Still not working — continue to the next step.**
{% endstep %}

{% step %}

### Check the network configuration

Access Comm Control or System Mode to review the device's network configuration. See [Network Configurations](/support-us/network-configurations-and-errors/network-configurations.md) for what each field means.

* If the configuration is incorrect, adjust it using the correct values from your company's Level 1 Helpdesk, Merchant Services Provider, or Verifone.

✅ **Issue fixed — stop here.** ❌ **Still not working — continue to escalation below.**
{% endstep %}
{% endstepper %}

## Still not working? Contact the Helpdesk

{% hint style="info" %}
**Need assistance? Contact Verifone Helpdesk at any time.**

* Use our Chat platform
* Or call 1.800.VERIFONE (837.4366)
  {% endhint %}

<details>

<summary>Keywords</summary>

Also called: ethernet not working, ethernet cable damaged, wired connection troubleshooting. Search terms: ethernet troubleshooting, cable damage, network configuration.

</details>


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