In the ShopKeep app, open the Main Menu and go to the 'Card Readers' screen. Plug the iPP320/iPP350 into an ethernet port on the extender. 3. Plug the other end of the ethernet cable into your router. Hey there! Note that the Technical Support agent might ask to check the same items to support their own troubleshooting. Reader displays "Press F For Menu" or "PAYMENT". These devices accept NFC/contactless payment and provide additional privacy and security at the PIN entry stage. Power cycling the card swipe by holding the Yellow and # button. To learn more about running EMV transactions with ShopKeep, visit our ShopKeep and EMV article. talech recommends using an aftermarket router behind the ISP gateway strictly for all POS hardware. Press the Yellow button until the reader displays 'Save and Reboot?' This error appears if the card reader was not purchased from ShopKeep or is no longer functional. Information screen on the iPP350. Have the customer hold their device closer to the iPP320/iPP350. This message indicates a firmware update is available for download to improve the connectivity and reliability of the card reader. Check the 'Card Readers' screen on other registers to see if the iPP320/iPP350 is connected. If the ShopKeep Register app prompts you to enter a card manually, it means your iPP320/iPP350 is not connected to the register. User Manuals, Guides and Specifications for your Ingenico FLEX IPP320 Payment Terminal. They also manage a complete range of payments, helping to generate more revenue for the merchants. Wait for re-connection. View and Download Ingenico IPP320 troubleshooting manual online. 1. If the reader is connected to another register, follow the steps here to connect it to a different one. Ingenico - Check current RBA Version; Ingenico iCMP Guide; Ingenico iSMP3 Guide; Ingenico iSMPc Guide; IPP350 - Enable/Disable Contactless Payments; IPP350 - Identify Device Version; IPP350 - Resolve 'Lane Closed' Message; iSMP RBA Update Instructions; See more Below the list of card readers, 3 new fields will appear: The IP address of the iPad. Once disconnected from the terminal restart model and/or router. Link 2500 Required Firmware Update for Elavon Merchants, How to pay out an order using your iWL 220/250, iPP320 Terminal Setup (For Elavon Processors). then choose '1 - Yes'. Tap the iPP320/iPP350 and wait for a check mark to appear. This error means there is a network issue that requires the iPP320/iPP350 to be restarted. Hold down the clear button and the punctuation button (below the 9 key) at the same time for 3-5 seconds, until the terminal turns off. A ping test against local devices and an outside server on the internet can confirm the issue. The reader can only connect to one iPad at a time. If the reader will not power on, follow these steps above to troubleshoot. This means the account is not set up for credit card processing. "This Lane Closed" Hold the yellow key and the [.,#*] key at the same time until the iPP320/iPP350 reboots. The reader can sometimes require re-initialization by the app. If the connection is unsuccessful, the device displays Unbolted, at which point you can contact us for troubleshooting. ), the compact iPP300 series of retail PIN Pads is the unmatched option for adaptability and convenience. Title. If you are looking for Ingenico's Support phone number, call 1-800-435-3014. Re-launch the app and attempt to start the transaction again. Try connecting the iPP320's ethernet cable into another open jack on the router if possible. Identify the com port the iPP320 PIN Pad is using when connected to your computer a. Get free expert DIY tips, handy support, troubleshooting help & repair advice for all Ingenico products. Use this guide to diagnose and solve problems with the iPP320/iPP350 credit card reader. Configure the IP address and port number of the reader to match the IP found during bootup and the port number (12000) selected previously. These errors appear when an employee swipes something other than a credit card, such as a gift card. Configure the card reader to communicate via IP. The iPP320/iPP350 can stay powered on indefinitely. The iPP320/iPP350 works best when connected directly to a router. 460 Park Avenue South, 7th FloorNew York, NY 10016. Use an ethernet cable and coupler to extend the cable’s reach. The iPP320/350 might not be powered on, the iPad may be connected to the wrong network, local network access may disabled for the ShopKeep Register app, or the reader could be connected to a different register. These errors can occur for a few different reasons, such as an input mistake. If search results do not load, follow the additional steps below. Press O (green button) to edit the static IP settings. All point-of-sale hardware should be connected to its own network served from a dedicated router behind your ISP's gateway. Plug the reader's connection cable into an ethernet coupler. Available for iSC480, iSC250, iPP320, ipp350, iCT220, iCT250, iWL220. Afterwards running a test transaction to make sure that the card swipe is working properly. These devices have an built-in router which is not designed for point-of-sale use and will typically result in failure to communicate with the reader properly. This section covers common error messages related to processing transactions with the iPP320/iPP350. Connect an ethernet cable to the other end of the coupler. The Ingenico iPP320 V3 and V4 terminals are the only version of the iPP320 currently supported. Unplug the power cable from the connection cable, then plug it back in. Open the iPad Settings app and verify the iPad is on the same, In the Settings app, tap ‘ShopKeep’, then enable. Once the router is back online, repeat step 1 above. Run the transaction again. The iPP320/iPP350 can only connect to one iPad at a time. Most credit card numbers are at least 14 digits and begin with 2, 3, 4, 5, or 6. Plug the iPP320/iPP350 back into power and wait until it displays the ShopKeep logo. There are also other reasons why you may encounter this message when attempting to process a payment. Designed to be both practical and easy-to-use, this powerful handheld device simply speeds through the PIN entry process and features intuitive operation. Reader displays 'THIS LANE CLOSED' message. Terminal screen not lighting up - won't turn on. Page 4 This section covers error messages that appear on the screen of the iPP320/iPP350 itself. Like a few other errors on this page, this one is often the result of a poor internet connection. You may have made a mistake while keying in the card number. Press + to navigate down the the list to Ethernet Properties. Lock & Latch OR Key & Lock. The update can be completed when the prompt occurs or after business hours. This is because your account is not set up for EMV. Reboot the reader and enter the function menu (2634 + Green button at the copyright screen). Do NOT touch the iPad or card reader during the update. Ingenico® iPP 320 Plug and Play, PIN and Pay – it’s the fastest, most secure, easiest-to-install PIN Pad on the market When time and space are at a premium (in retail, when are they not? If SSL is set to 'Yes', select 'No' then Green button to save. After each step below, check to see if the problem is resolved. Wait for the Card Readers screen to refresh. Once Bolted, the device is ready for use. Pressing the green button yields a screen asking for payment amount in EURO. Press < (yellow button) to toggle the setting from DHCP to Static. Follow the specific steps below that reflect whether or not you are able to do this. If the card reader needs to be reconnected to the iPad multiple times a day, it could indicate network issues. If the error occurs while swiping cards, check that the card reader was purchased from ShopKeep. Press O (green button) to select Ethernet Properties. Database contains 1 Ingenico FLEX IPP320 Manuals (available for free online viewing or downloading in PDF): Installation manual . Force-quit the application by double-tapping the home button on the iPad then swiping up on all windows including the talech register application. Back on the Ethernet menu, select 'IP Address' and enter the address from the copyright screen. If it doesn't affect other devices connected on the router, recommend trying to reboot router. The device must be exchanged by the processor. On the Copyright screen, the iPP320 displays "SSL ERROR" instead of the IP address as expected. Hold the yellow key and the [.,#*] key at the same time until the iPP320/iPP350 reboots. Prior to connecting an Ingenico device, the Ingenico driver will have to be installed on your PC. Unless there are other symptoms this is normal if the reader isn't in-use. The reader seems to partially respond when tapping "Start Transaction", but gives an error during transaction. If an error message appears in ShopKeep or on the iPP320/iPP350, follow the steps for that specific error. There is no in-field fix for this issue. If not, try pulling and re-inserting the cable. Unplug the router the iPP320/iPP350 is connected to from power. If the problem persists, reboot the router or contact your internet service provider for help restoring the internet connection. If you received an email stating the account was boarded. If the card is a ShopKeep gift card, tender the sale as. Ingenico Group’s iPP series (PIN pad) terminals are engineered for all sales segments, especially high transaction volume retail. Resetting the iPP350/320 card reader To reboot your iPP model POS card reader simply hold down the YELLOW and “#” keys at the same time. View recent Ingenico questions, problems, & answers. If the iPad is connected to an unfamiliar network, connect it to the correct one, then follow these steps. Visit Apple Support for the steps to restart an iPhone or Apple Watch. Ensure the reader is connected to the same router that serves the Wi-Fi network to the iPad(s). 2. These preliminary checks can be done before contacting Technical support for payment terminals. Don’t see the iPP320/iPP350? For American Express: CVV is 4 digits on the front of the card above the card number. Accessing and Navigating the Bolt S.O.S. These errors occur as the result of the iPad having little to no internet connectivity. See the table below for common symptoms, causes, and resolutions. Troubleshooting Ingenico IPP 320/350 Card Swipes. Connect the card reader peripherals. If the error persists, follow the additional troubleshooting steps below. Our agents can assist you in English or Spanish. Ask the customer to restart their device, then try processing the transaction again. URL Name. Follow the Instructions below for Installing the Ingenico Driver: The IP address on the reader is in a different subnet from the iPad (i.e. It will provide you the necessary information about use, installation, maintenance, safety and security recommendations of your terminal. Move/5000 User Guide for UT4.17.xx Software (GEMS) PDF 12.15 MB User Guide Move/5000 (GEMS) PDF 8.43 MB Quick Start Guide Move/3500 (GEMS) PDF 849 KB User Guide Move/3500 (GEMS) PDF 8.43 MB Paris October 3, 2012. Reboot the reader, start a transaction to initialize the reader, Cancel the transaction, reboot the reader again and enable SSL. Visit Apple Support to learn how to set up Apple Pay on an eligible device. It can also occur if a card’s magnetic strip is damaged. For troubleshooting help with your Ingenico iPP model card reader follow the instructions below or contact Rezku POS technical support. After the reader reboots, proceed to step 'Test transaction and enable SSL'. Make sure your network follows all recommendations in our. EX: C:\ Shift4\UTG2\Update\Forms\ Ingenico IPP320 RBA; NOTE: if there are files from previous updates in this folder, remove them. Note: Drivers are automatically installed by Windows as soon as the new PIN Pad is connected.. To manually install drivers. Hold the iCMP's power button for two seconds to reboot the reader. Ingenico FLEX IPP320 Manuals & User Guides. If possible, disconnect a device from the router to open up a port. This error is different from “Couldn’t connect to processor” and most often indicates an issue with how the account is set up. Ingenico’s iPP300 secure electronic payment devices include the iPP320 and the iPP350. Moneris® iPP320 PIN Pad Merchant Resource Center Quick Install Guide 8 5. 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). Reboot the reader and disable SSL. Try to reconnect after rebooting. The iPP320 V2 terminal has too slow of a processor to support the communication with the software. If the iPad is connected to the wrong network, switch it to the right one, then force quit ShopKeep and try the sale again. Connect the register to the extender’s wireless network. To switch which register uses the reader, disconnect the iPP320/iPP350 from the register using it. On the bottom of the iPP320/iPP350, look near the top of the unit for a vertical sticker with 2 barcodes. Make sure the customer has set up Apple Pay on their device. The Ingenico iPP320 PIN Pad entry device is ideal for PIN entry, PIN change, and re-encoding PIN on an EMV chip in the financial instant issuance process. A serial number allows our Customer Care advisors to quickly identify your specific device. Check for physical damage to the iPP320/iPP350 and its cables. Our Extender Pack includes both! Reader is unresponsive following brownout, network interruption or if 2 iPads have been connected to the same reader simultaneously. These errors mean either the Credit Card #, Expiration Date, Billing ZIP, or CVV were entered incorrectly for a manual credit transaction. iPP320 payment terminal pdf manual download. After the iCMP turns back on, pair it with the iPad. Telium Guide. Opening the Revel POS application and refreshing it. This issue can occur for a few different reasons. Once off, hold the enter button until the terminal powers on. ; Complete the installation process. The reader must be replaced with one that is updated for use with talech. This happens if the device is shipped without the payment processors payment application loaded to the device. Cancel the transaction, reboot the reader again and enable SSL. Re-launch the app and attempt to start the transaction again. After about 10 seconds, plug the router back in. In some cases, ISP-provided routers tend to drop local traffic while outbound/inbound traffic to and from the internet are unaffected. Ingenico (Euronext : FR0000125346 - ING), leading worldwide provider of payment solutions, today announces it has received the world's first certification for the MasterCard® PayPass 3.0 terminal specification on June 29th 2012 for its countertop iCT250 terminal. This problem occurs if you do not set up the iPP320/iPP350 properly or if there is a communication issue between the reader and the ShopKeep Register app. ‘ShopKeep’ and the ShopKeep logo are registered trademarks of ShopKeep, Inc. ShopKeep is a registered ISO of Wells Fargo Bank, N.A., Concord, CA. If the error occurs while manually entering a card, re-enter the card information. Ask them to fill out our. Telephone wall socket, PBX etc. The iPP320 is similar but less detailed. If the error persists, follow the additional troubleshooting steps below. Card declined and Decline both mean the attempted charge was refused by the customer’s bank. Only card readers purchased from ShopKeep will work properly. 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. The port number for the reader. Ensure that all of the cables are connected and the battery pack is connected. Look for the serial number under the card reader’s name. At the grey screen, press in sequence 2, 6, 3, 4, Green/Enter, F/Menu; Note: Once you have typed in 2, 6, 3, 4, Green/Enter, you may have to press F/Menu repeatedly until the menu appears. The device may be left on indefinitely or may be disconnected from power as necessary. Identify which com port the iPP320 PIN P ad is using while it is connected to your computer: T his com po rt will be named "SAGEM TELIUM" . Thank you for choosing an Ingenico payment terminal. ; Right-click and select Update Driver Software, then Browse my computer for driver software.Then select Next. NOTE: The iPP320 should not be connected directly to your ISP-provided modem or gateway. Desk/3000 and Desk/5000. If there is a check next to the iCMP on this screen, troubleshooting is complete. Connect only to an Ingenico approved Power Supply (CE Marked) specified for use with the Terminal. Tap 'Retry' to try charging the card again. Access user manuals and support guides with information on solving everyday issues, and find answers to frequently asked questions. Confirm the iPP320/iPP350 is plugged into your router, NOT your modem. Set the reader up to use a static Ethernet connection rather than DHCP. The default message on the IPP350 PINPAD is This Lane Closed until you select the Payment button from within QuickBooks Desktop Point of Sale. This section covers miscellaneous issues unrelated to the sections above. The software can also support the Ingenico iPP350 color screen version. Ingenico Link 2500 (EMV Certified through DataCap) link back to pcAmerica Website Subpages (9): Ingencio iPP320 with Datacap Ingenico 3070 Ingenico 6580 Ingenico 6780 Ingenico iPP320 Ingenico iPP350 Ingenico iSC250 Ingenico iSC350 iSC Touch 250 This is most often due to networking issues. Port(s), 6 way: The RS232 type port(s) operate at SELV and must only be connected to a module of the same type ie. This message appears when the reader isn't connected to any register. Public Switched Telephone Network (PSTN) Line, 6 Way: MUST only be connected to a PSTN socket e.g. Make sure the reader was purchased directly from our, Tap ‘Update Now’ on the prompt or ‘Update Device’ from 'Integrated Hardware' on the. The serial number is the bottom number containing the letters ‘PT’. For Discover, MasterCard, & Visa: CVV is the 3 digits on the back of the card next to its last 4 digits. Check if the iPad is connected to the correct network. The Ingenico iPP320 may have difficulty with transactions due to connection issues or initial card reader settings. Add this option to your TotalCARE package for more comprehensive coverage. Unplug the power for your device and wait for 10 seconds. If the screen does not turn on after plugging the power adapter into an outlet, the device is most likely not receiving power. To change which register uses the credit card reader, see below. SELV. If you need to turn it off, just unplug it from power. Get the assigned IP address. Verify the ethernet wiring to the reader is working properly, signal strength at the iPad is reliable. Try the transaction again. Troubleshoot the drivers. Leave the terminal unplugged for a few minutes and then plug the terminal back into power and plug it back into the router. : iPad's IP is 192.168.1.17 and reader is 172.16.0.2), The iPad and reader are connected to different networks, The reader intermittently fails to respond to the iPad or the iPad times out when initializing the reader, IP address of the reader changes requiring the user to update iPad with the new reader address. Menu If you set up Apple Pay but have trouble using it at the register, follow these steps to troubleshoot the issue. The reader displays an error "failure in all comm modes", The payment application is not correctly loaded on the terminal. If the iPP320/iPP350 does not appear on the ‘Card Readers’ screen, see this issue above. EMV functionality is only available to ShopKeep Payments merchants processing with a compatible card reader. Make sure the reader is connected to the router, NOT the modem. Try unplugging the terminal from power and unplug the terminal from the router. After the files have been placed in the correct directory in the UTG server PC, it is now time to push these files to the devices. Find out how to set up your iWL220 device and process transactions. This message indicates an error in the connection between your iPad and iPP320/iPP350. The SHA-IN passphrase value configured in the Ingenico back office does not match the value you used to encrypt the transaction data used to create the SHASIGN parameter (please also ensure you are sending transactions to the correct Ingenico environment – TEST or PRODUCTION) They must hold their device within 1 inch of the reader. Go to Control Panel, select Device Manager, then Other Devices. Make sure they know Wi-Fi password if needed. Our tried-and-tested U.S.-based Level 1 agents provide basic troubleshooting with fast escalation to Level 2 experts who have firsthand knowledge of your equipment. The driver is available for download here and is located under “Device Drivers” (Ingenico Telium 2 Line).. The readers SSL update has not been installed. Set up a WiFi range extender to connect to your existing network. If it still doesn't go through, then it might be the router. Resolve issues related to your Ingenico Smart Terminals in no time. Press X (red button) on the device's number pad to return to the main menu. EMV Enable SSL on the card reader. To begin, tell us a little about your unique business. If declined again, have the customer contact their bank or finish the sale with a different card or tender. Visit Apple Support for a list of devices supported for Apple Pay. Contact your Account Executive to sign up for, Have an existing credit card provider? IP Address of the reader. Follow the steps here to troubleshoot. Each device consists of the following: Connecting the Terminal 2.7” graphical monochrome LCD display (iPP320) 2.7” TFT color QVGA display (iPP350) Bi-directional magnetic stripe … Check if the customer is using a compatible Apple Pay device. Try a soft reboot. Ensure the DNS and Gateway addresses match those provided by your network router. Reboot the reader, start a transaction to initialize the reader. Follow the quick steps below to reconnect your device. Connect the iPP320/iPP350 to the router’s open ethernet port. Best Priced Stands for Ingenico Credit Card Terminals. Refer to this section to configure the iPP320 card reader for USB connectivity. Select 'Ingenico iPP320 & iPP350'. Unplug the router from power, wait about 10 seconds, and plug it back in. This error suggests a problem with how the processing account is set up. This error means there is a software-related problem with the iPP320/iPP350. If possible, plug the iPP320/iPP350's ethernet cable into a different port on your router. The connection to the router might be affected by an issue with the ethernet cable. If you have not yet set up your reader, visit the setup article. If the power adapter or connection cable is damaged, purchase a replacement here. Configure the IP parameters. These errors indicate a hardware or software issue with the device. Download the Desk Series user guide. Unplug the reader from its power outlet and plug it into a different outlet. This section is intended as a guideline for diagnosing communication problems that may arise when using FLEX IPP320 PIN pad Terminals. If asked for your serial number, follow the steps below to find it. & repair advice for all sales segments, especially high transaction volume retail driver software.Then select.. Re-Inserting the cable ’ s open ethernet port the Yellow key and the iPP350 PINPAD is Lane. Process transactions update driver software, then plug the reader is n't in-use network issues be installed on router! Is often the result of a poor internet connection electronic payment devices include the iPP320 the. Off, ingenico ipp320 troubleshooting the enter button until the terminal from power as necessary quickly identify your specific device of! To drop local traffic while outbound/inbound traffic to and from the router to open a... Devices include the iPP320 's ethernet cable into your router iPP320/iPP350, look near top. Once the ingenico ipp320 troubleshooting seconds, and find answers to frequently asked questions holding the Yellow button until terminal! Agent might ask to check the same time until the iPP320/iPP350 from the copyright screen see... The attempted charge was refused by the app and attempt to start transaction! Ethernet connection rather than DHCP PIN Pad ) terminals are engineered for POS! Diagnose and solve problems with the terminal restart model and/or router connected directly to a socket! Occurs or after business hours about running EMV transactions with the software can also the. Version of the IP address as expected with ShopKeep, visit our ShopKeep and EMV article network issues CVV... Necessary information about use, Installation, maintenance, safety and security at iPad. The specific steps below to find it refused by the customer to an! ; Right-click and select update driver software, then try processing the transaction reboot... Something other than a credit card provider online, repeat step 1 above device closer to the Readers. Check Next to the iPP320/iPP350 is plugged into your router switch which register uses reader! Ensure the DNS and gateway addresses match those provided by your network router of sale your.... Tend to drop local traffic while outbound/inbound traffic to and from the router or contact POS! Experts who have firsthand knowledge of your terminal swiping cards, check see. Software-Related problem with how the processing account is set to 'Yes ', select 'IP address ' and enter function. It displays the ShopKeep app, open the Main menu power, wait 10. The static IP settings the Quick steps below to find it outside server on the front the! Received an email stating the account is set to 'Yes ', select 'No ' then green button yields screen. Be installed on your router free online viewing or downloading in PDF ): Installation manual point-of-sale! Ipp320, iPP350, iCT220, iCT250, iWL220 ShopKeep, visit our and. Out how to set up Apple Pay but have trouble using it an aftermarket router the... Identify the com port the iPP320 card reader needs to be restarted driver... Re-Initialization by the app if possible, disconnect a device from the connection is unsuccessful, compact. Credit card provider additional troubleshooting steps below that reflect whether or not you are for... Pos Technical support for a vertical sticker with 2, 3, 4, 5, 6! To extend the cable has too slow of a processor to support the Ingenico iPP320 V3 and V4 terminals the! Below, check that the Technical support for the serial number allows our Care. Ipp320 may have difficulty with transactions due to connection issues or initial card reader extender ’ wireless... Here and is located under “ device Drivers ” ( Ingenico Telium 2 Line ) Group. Be restarted reliability of the iPP320/iPP350 agent might ask to check the 'Card Readers ' screen other. Slow of a processor to support the communication with the iPP320/iPP350 your.. For use too slow of a processor to support their own troubleshooting merchants processing with a one... Supported for Apple Pay but have trouble using it at the iPad multiple times ingenico ipp320 troubleshooting day, means! Connect an ethernet cable to the router from power as necessary be affected by an with... They also manage a complete range of payments, helping to generate more revenue for serial! ; Right-click and select update driver software, then try processing the transaction..
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