Troubleshooting FAQs

If the Mako appliance is not coming online:

• Confirm the power outlet is in good working condition,
• The power brick will have a green LED indicator light confirming it is receiving power,
• Make sure the cables to the power brick are fully seated and not loose.

The Mako appliance should have:

• A green LED for power,
• A green LED for the globe,
• A green/yellow LED on the chain-link 1 & 2 symbols,
• Either a solid green/amber light above the shark logo.

Connect a laptop to the same cable that is connected to the WAN port of the Mako appliance and confirm you can get online.

If you are unable to get online with a laptop, confirm the cable is not faulty and the ISP modem is issuing a DHCP address.

The primary WAN interface will be labeled WAN 1 on 6600-M series Mako appliances. On 6500-M series Mako appliances, you will see a network port icon below the primary WAN ethernet interface.

• Confirm that the Mako appliance's WAN cable is fully seated.
• When re-seating the cable, you should hear an audible click on the 6500-M and two audible clicks on the 6600-M when correctly seated into the WAN port.
• Trace the WAN cable back to the ISP modem and confirm the ISP modem has a status indicator light on its port showing connectivity.

We highly recommend connecting the Mako appliance directly to the ISP modem, bypassing any switches or biscuit boxes.

Confirm the physical connectivity between the POS devices and the Mako appliance, or the managed/unmanaged switch(es).

The Mako appliance will show on the front 1, 2, 3, 4. These will be illuminated either green or amber depending on the throughput speed of the devices behind those LANs and they should be flashing as they are sending traffic.

Check the cables between the PIN pads, registers, and the Mako appliance and managed/unmanaged switch(es).

Make sure ethernet cables are properly terminated and that the CAT5/CAT6 sheathing is fully inserted into the biscuit jack.

Test the cables if you have a cable tester. Note that not all cable testers are able to test for line breaks. When in doubt, try a different known-functioning or new cable to see if that resolves the issue.

If valid cards are being declined only indoors but not outdoors or vice versa, contact the appropriate POS/dispenser vendor to troubleshoot. The Mako appliance does not restrict traffic based on indoor/outdoor location.

Failing over to cellular can be difficult to observe. Failover can take 3-5 minutes, depending on how the Mako appliance is configured. If the primary Internet connection is working sporadically, the Mako appliance may not experience the conditions it needs to fail over.

• Ensure that the Mako's antennae are out in the open air at a 45-degree angle, not making physical contact with any walls, cabinets, or cables.
• Ensure that the antennae are securely tightened and are tight to the antenna posts.
• Ensure that the Mako appliance is not in a metal cabinet, and that cell reception in the area is good.

The Mako appliance can be installed indoors in almost any location. Installing it next to a window is a good way to get the strongest cellular signal.

Select an area that will require the least amount of cable runs. It should ideally be near to the ISP modem and the back office, then a single run for the switch near the cash wrap for the POS zone.

Please ensure that:

• The Mako appliance is connected to the on-site ISP connection and is powered on.
• The Mako managed switch is connected to the Mako appliance per the appropriate brand's installation guide and is powered on.