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iPP320 Payment Terminal - Troubleshooting

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Dominic E - On-boarding Manager
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The Ingenico iPP320 may have difficulty with transactions due to connection issues or initial card reader settings. See the table below for common symptoms, causes, and resolutions.

NOTE: The iPP320 should not be connected directly to your ISP-provided modem or gateway. These devices have an in-built router which is not designed for point-of-sale use and will typically result in failure to communicate with the reader properly. All point-of-sale hardware should be connected to its own network served from a dedicated router behind your ISP's gateway.

Troubleshooting

Symptom Cause Resolution
On the Copyright screen, the iPP320 displays "SSL ERROR" instead of the IP address as expected. The readers SSL update has not been installed.

Overview

  1. Reboot the reader and disable SSL
  2. Reboot the reader, start a transaction to initialize the reader
  3. Cancel the transaction, reboot the reader again and enable SSL

Steps

Reboot the reader and enter the function menu (2634 + Green button at the copyright screen).

Navigate to:

  • 3 - TDA
  • 0 - Configuration
  • 0 - Communication
  • 2 - Ethernet Settings
  • 11 - SSL

If SSL is set to 'Yes', select 'No' then Green button to save. Press the Yellow button until the reader displays 'Save and Reboot?' then choose '1 - Yes'. After the reader reboots, proceed to step 'Test transaction and enable SSL'.
The IP address on the reader is in a different subnet from the iPad (i.e.: iPad's IP is 192.168.1.17 and reader is 172.16.0.2) The iPad and reader are connected to different networks

Ensure the reader is connected to the same router that serves the Wi-Fi network to the iPad(s).
The reader intermittently fails to respond to the iPad or the iPad times out when initializing the reader Local network traffic is dropping

Verify the ethernet wiring to the reader is working properly, signal strength at the iPad is reliable.

In some cases, ISP-provided routers tend to drop local traffic while outbound/inbound traffic to and from the internet are unaffected. talech recommends using an aftermarket router behind the ISP gateway strictly for all POS hardware. A ping test against local devices and an outside server on the internet can confirm the issue.
IP address of the reader changes requiring the user to update iPad with the new reader address DHCP service on the router does not always reassign the same IP address to a device when the previous address expires (typically 7-14 days).

Set the reader up to use a static Ethernet connection rather than DHCP

  • From the Ethernet menu select 'DHCP'
  • Select 'Static' and tap the Green button
  • Back on the Ethernet menu, select 'IP Address' and enter the address from the copyright screen.
  • Ensure the DNS and Gateway addresses match those provided by your network router.
The reader displays an error "failure in all comm modes"  The payment application is not correctly loaded on the terminal There is no in-field fix for this issue. The reader must be replaced with one that is updated for use with talech.
Reader displays "Press F For Menu" or "PAYMENT". Pressing the green button yields a screen asking for payment amount in EURO. This happens if the device is shipped without the payment processors payment application loaded to the device. The device must be exchanged by the processor.
Reader is unresponsive following brownout, network interruption or if 2 iPads have been connected to the same reader simultaneously. The reader can sometimes require re-initialization by the app.

Force-quit the application by double-tapping the home button on the iPad then swiping up on all windows including the talech register application. Re-launch the app and attempt to start the transaction again.
The reader seems to partially respond when tapping "Start Transaction", but gives an error during transaction.  The connection to the router might be affected by an issue with the ethernet cable. 

Try connecting the iPP320's ethernet cable into another open jack on the router if possible. If not, try pulling and re-inserting the cable. Re-launch the app and attempt to start the transaction again.

If it still doesn't go through, then it might be the router. If it doesn't affect other devices connected on the router, recommend trying to reboot router. Make sure they know Wi-Fi password if needed. 
Reader displays 'THIS LANE CLOSED' message This message appears when the reader isn't connected to any register.

Unless there are other symptoms this is normal if the reader isn't in-use. Once the reader has been connected in the talech register and a transaction has been initiated, the message should change to 'Welcome' when the reader is idle.

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