---
title: Payment window spontaneously stops loading
description: If you encounter a situation where the electronic payment window stops loading, but starts working again a minute later, the issue may be specifically related to the Wi-Fi or public network.
---

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# Payment window spontaneously stops loading

## If you encounter a situation where the electronic payment window stops loading, but starts working again a minute later, the issue may be specifically related to the Wi-Fi or public network.

**Error:**

The cause can could be payment packets being dropped because the Maximum Transmission Unit (MTU) is exceeded. The MTU is the largest size packet that can be sent over a network connection. Routers will fragment or drop packets that are bigger, potentially causing the electronic payment window to stop loading.

**Solution:**

1. Before progressing to the troubleshooting step detailed below, please ensure that the device has a stable internet connection and double check that other windows can be opened successfully.  
     1. Ensure that the device is up to date with the latest OS version.
2. A good technique to avoid packets being fragmented or dropped, is to lower the MSS. Network vendors refer to this as *TCP MSS clamping*, *TPC MSS ceiling*, or *TCP MSS adjustment*. Please refer to [THIS GUIDE](https://docs.adyen.com/point-of-sale/design-your-integration/network-and-connectivity/networking-issues/), provided by Adyen, for further information and guidelines on how to avoid payment packets being dropped or fragmented. 

*NOTE: Changing the MSS value affects all your network traffic. So before you start lowering the MSS, contact your network support team or the support center of your network vendor.*

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