We released a new version of talech Register which includes improvements to the Ingenico iCMP payment reader for a more stable & reliable payment experience. It's recommend you upgrade to this latest version.
General iCMP Troubleshooting: We have created this guide to help you troubleshoot some common issues. To get started, please select one of the topics below.
Note: If you’re still experiencing issues after walking through these steps, feel free to Contact Us and we'll continue to troubleshoot with you.
- Is Bluetooth enabled in iOS > Settings > Bluetooth?
- Does the device appear under 'My Devices' as Ingenico-######?
- If the device appears under 'My Devices' does tapping on it reconnect the reader?
- If the above step fails, reboot the iCMP by holding # and < (yellow) buttons.
- Does the reader reconnect after rebooting?
- If step 2 does not reconnect the device, forget the device from iOS. Tap the (i) icon, then 'Forget this device'.
- Attempt to pair the device.
- If the screen says 'Welcome', tap the F button 4 times to initiate pairing.
- Choose 'Begin' if shown (F1)
- Choose 'iOS' if prompted between 'iOS' or 'Standard'
- Find the iPad's name in the list of detected devices (F2/F3 keys to scroll), green to select
- Enter the PIN shown into the window which pops up on the iPad
- If iOS continuously pops the PIN entry screen repeatedly and will not stop, hard reboot the iPad by holding the power button for 20 seconds (ignore the slide to power off message).
- If tapping F to initiate pairing causes the reader to reboot, see 'Unpairing from all paired devices' above.
- If pairing continues to fail with error message, escalate to Tier 2 to confirm hardware replacement is required.
- If the reader is reconnected successfully, check the card reader settings in talech
- Navigate to Back Office > Settings > General > Card Reader > ingenico iCMP ...
- Check the SLEEP and POWER OFF timeout settings. If both are not 0, suggest setting to 0 to prevent sleeping or powering off of the reader. Advise customer to keep reader plugged into charger all day.
- The reader is faulty and requires replacement if:
- The reader halts during bootup on any screen other than 'Welcome' such as TSA, TDA, Copyright, :) or :( and so on.
- The power button has fallen off
- The power cord will not stay seated inside the charge port
- The device will not power on at all
- Device powers off after less than 10 minutes and won't power on again*
* If the device powers on again, check the sleep and power off timeout settings under Back Office > Settings > General > Card Reader > ingenico iCMP ...
If this is a brand new reader and has not been charged for at least 3 hours, advise the customer to charge device before proceeding.
- If the reader says 'Welcome' attempt to start pairing process by tapping 'F' four times. If tapping F reboots the reader, unpair all devices and try again. See 'Unpairing from all paired devices' above.
- If the reader says 'Lane Closed' try switching from iCMP EMV-Enabled to iCMP Non-EMV if the reader is still paired.
- If the reader says 'Lane Closed' and is not paired or responsive, attempt rebooting and pairing of the device.
- If the talech app is lower than 4.1.7
- Forget the device from iOS > Settings > Bluetooth > Ingenico-###### ( i ) > Forget this device
- Unpair all devices from the reader. See 'Unpairing from all paired devices' above.
- Install the latest talech app (Enterprise or AppStore)
- Re-pair the device as usual and attempt a test transaction to verify functionality
- If the talech app is already 4.1.7 or newer
- Escalate to Tier 2
- If the iPad is continuously popping the PIN entry screen, hard reboot the iPad (hold the power button for 20 seconds, ignore the 'Swipe to power off' message).
- Reboot the iCMP and remove all paired devices. See 'Unpairing from all paired devices' above.
- If the device appears as 'Cordless phone' in iOS it may have been paired to another device previously. Ensure the device is no longer paired to any other iPads or other devices.
Readers can be swapped by Elavon. Note: Global customers have no swap options and must buy a new reader. If the damage is the power button, charging port, or batter specifically, you may request a waiver of the swap fee with Elavon. If the damage is user-induced, do not attempt to waive the fee. Advise the customer to expect the fee if the device is < 1 year old.
- Reboot the reader
- During bootup, at the Copyright screen, tap 2 6 3 4 green button
- The reader will show 'Press F for menu'. If the reader boots through to 'Welcome' screen, the user did not enter the code fast enough
- From the menu, navigate to 'BT Pairing' > 'Paired devices'
- Select each device in the list and tap the green button to remove
- Once all device are removed hold # and < (yellow button) to reboot