Ultimately there is an issue with the card reader connecting to the internet and we would advise you to contact your network administrator or whoever manages your internet network.
Please see the steps below for some things you can do to try and remedy the connection error.
- Please start by rebooting the pin-pad. You can do this by holding the YELLOW KEY + #
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Check Connection Status
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Press 0000 on the keypad.
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Look for these items:
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Comm Type = Ethernet-Client
- If not, proceed to step 6 at the bottom of this page.
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Mode = DHCP
- Static Is acceptable if this was your intended function. You are required to reserve an IP address on your router or wireless gateway.
- If static was not intended please proceed to step 6
- IP Address: Your IP address should display a numerical value. If it's 0.0.0.0. or unavailable, proceed to Step 3.
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Connection Status = CONNECTED or ACTIVE
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If not, proceed to Step 3: Troubleshooting Tips
- If you have set up a static IP address the connection status value may not be an option for you.
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Host IP Address = device.c9pg.com
- In some cases your IP might show as 003.012.052.134, this is okay.
- If neither of the above IP's are displayed proceed to step 5 below
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Host IP Port = 12002
- If you see a different value follow step 7 below.
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Comm Type = Ethernet-Client
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Ethernet Connected Card Terminals (Lane/3000, Lane/7000, Lane/8000): Check all connections to the card reader especially the ethernet connection cable (example photo of ethernet cable). Can you trace the ethernet cable all the way back to the internet router? It is likely this became unplugged. If the ethernet cable is unplugged, plug it back in and retry a transaction.
- Has anybody worked on your internet or any networking devices (security cameras, new internet service provider, network telephones, etc.) in the past 24 hours? If yes, it is likely they have disconnected the internet connection that runs to your card-reader. You will need to troubleshoot this on your own or consult with the technician who completed your installation.
- Does your ethernet cable run into an ethernet switch (example photo of ethernet switch)? If yes, the switch could likely be the source of the problem.
- The switch could be bad and may need to be replaced.
- The switch might not be an actual switch. You should NOT repurpose an old router or modem as a network switch. Please only use a dedicated network switch as a network switch.
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WiFI Connected Card Terminals (Link/2500, Move/5000, Lane/7000 Deluxe, Lane/8000 Deluxe):
- Please ensure your card reader is connected to WiFI by clicking 2634 and looking in the top left of the screen. If the WiFI symbol is not green your reader is not connected to WiFi, follow step #7 here to delete your network and reconnect to wifi. If it is green it is connected.
- In some rare cases, the wifi symbol in the above step may show green in color, but the card terminal will still not connect. If this is the case follow the step in the link above to delete all wifi networks from your card reader then re-pair your reader to your wifi network.
- Update HOST IP address
- The 2634 menu flow:
- Press 2634
- Press F key (usually below the 7 key. If using Move/5000 it is the circle key above red X)
- Select TDA
- Select Configuration
- Select Communication
- Select Ethernet settings
- Select HOST IP address > change this to device.c9pg.com > click the green circle to save (*NOTE* If you are only able to enter numbers and not letters, you can use 3.12.52.134).
- Click red x until you see save and reboot > select yes
2. The 0001 menu flow (preferred option but the 0001 flow may not be possible as it kicks you back to the home screen and locks up the device for about 30 seconds, we are aware of this bug and working with Ingenico to fix it).
- Press 0001
- Select Ethernet parameters
- Select Server IP address
- Change this to device.c9pg.com > > click the green circle to save
- click red x until you see save and reboot > select yes
- The 2634 menu flow:
- Comm Type
- If you have the wrong comm type selected you will need to factory reset your device.
- Only proceed with the steps below if your Comm Type is incorrect. If your Comm Type displays Ethernet-Client please skip this step.
- To do this press 2634
- Press the F key (usually below the 7 key. If using Move/5000 it is the circle key above red X)
- Select TDA
- Select Configuration
- Select Communication
- Select Ethernet settings
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Select Connection Method
- Change this to Client > click the green circle to save
- Scroll down > select IP Port > change this to 12009 > click the green circle to save
- Scroll down > select SSL > change this to None > click the green circle to save
- click red x until you see save and reboot > select yes
- Your terminal will reboot several times, it must have an active internet connection to factory reset. Once it resets you will be asked CloudPDC or LocalPDC, select CloudPDC
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HOST IP Port
- The 2634 menu flow:
- Press 2634
- Press F key (usually below the 7 key. If using Move/5000 it is the circle key above red X)
- Select TDA
- Select Configuration
- Select Communication
- Select Ethernet settings
- Select HOST IP PORT > change this to 12002 > click the green circle to save
- Click red x until you see save and reboot > select yes
- The 2634 menu flow:
- Do you have a firewall set up for your business? If yes please contact support@mytime.com and we can provide you or your network admin the configuration data you need which will allow for the card reader to work with your firewall.
- Finally, power cycling your internet box AND the WiFi router can sometimes be a simple solution that resolves the 150 error. Simply unplug your wifi router and internet modem (sometimes these can be two separate devices other times the router/modem is one device), wait 20 seconds, and connect your modem/router back to power.