Issue: Terminal is not connecting
The most common error is Failure On All Comms Mode
This means that none of the communication types (wired/wireless internet) is able to communicate with the host.
Solution: Work through the below steps until resolved.
Check color of icons:
If icons are all green - check communication priority (see #3 below), check for IP address (#, 3 for setup, 2 for communication, ETH, 1 for current setup, IP address - dynamic and you should see an IP address here) If there is an IP then reboot unit. If there is no IP address, pull out power + internet for a minute then plug back in. If issue continues reboot modem (not just router).
If icons are white = no internet at all - check wires, router, etc...
If icons are any other color = bad internet - reboot
Try ping test - #, diagnostics, ping 8.8.8.8
1. If using wired ethernet cable or WiFi, confirm your internet is working on other devices connected to the internet.
For WiFi connection - Check that the ethernet cable is going from the modem to router
For wired connection - Check that the ethernet cable is then going from router to terminal or directly from modem to terminal.
Check to see if the ethernet cable itself works by connecting the cable to another device (i.e. laptop and visiting a webpage)
If you are using a sim card terminal - check the signal strength in the indicator icon, there should be at least 2 bars.
2. Check connection to the terminal (power and internet)
Confirm none of the cords got loose or unplugged
3. Check communication mode: 3 (setup menu), 2 (communications), 1 (coms priority) make sure the primary is set to the correct mode (Eth for wired internet/bluetooth, WiFi or Mobile for sim card)
4. For wired terminal - unplug from power and from ethernet cable and restart your router or modem. Plug ethernet back into terminal and plug terminal to power - wait for re-connection.
Once restarted, perform a keyload and key exchange (see article in How To Guide for steps)
For Wireless terminal - try to power cycle yellow and [.,#*] keys together for a few seconds until powers off then press and hold the green button to power back on.
Once restarted, perform a keyload and key exchange (see article in How To Guide for steps)
5. Confirm that you have a dynamic IP network available. If your network is on a static IP you will need to contact your IT to get instructions on setting up terminal on static IP. (Static IP needs: IP address , IP Gateway, Subnet mask , Primary DNS (5. Secondary DNS)) - try using 8.8.8.8. for primary and secondary DNS.
6. Check your firewall settings to ensure your incoming and outgoing traffic is allowed for the terminal
7. Swap may be required, contact our support team.
Connection Specific Notes:
Semi Integrated Terminals - try turning off semi integration and see if terminal works without.
Bluetooth terminals - confirm if terminal charges when putting on base? If it does not then it is an issue with power, try another outlet or cord.
Check communication type (as per #3 above), check for an IP address, try to reboot: take terminal off base and hold yellow + #, unplug base (take back cover off and unplug), plug base back in, put terminal on base and if power working terminal should turn on by itself. Check color of icons both should be green. Do a EMV exchange (#8,1,1), download successful - it should work now.
Wired terminals - If the color of icons change as you pass the terminal to customers/shake the unit, the wires are loose and may need swap.
Wifi - make sure you do not have more than one WiFi router with the same name/password. Terminal may try to be connecting to both and cause communication issues.
Firewall - If you have a firewall set up, have your IT administrator set up the below
Ensure incoming and outgoing traffic is allowed on termupdate.elavon.net
Ingenico Tetra TCP Port: 6443
If hardocded IP information is required, the IP ranges are 198.203.191.x and 198.203.192.x (the X
stands for all numbers between 0 and 255)
For transactions: ensure incoming and outgoing traffic is allowed on https:// prodgate.viaconex.com.
Port 443 (all models)
If hardcoded IP information is required, the address ranges are 216.235.178.x and 216.235.188.x (the X
stands for all numbers between 0 and 255)