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ETS L5300 Troubleshooting

* Some PCs do not have TLS 1.2 enabled (especially Windows 7). Download and run this script to enable TLS 1.2 in the registry.

https://www.etsemoney.com/DOCSSEC/Downloads/EMTransVault/EnableTLS12.zip

 

If the POS cannot connect to the payment terminal then a popup will appear asking you to reboot the terminal.

  1. Either unplug the terminal's power cable and plug it back in or push the small grey button on the back left of the terminal (you can use the terminal's pen to press the button, or you can use a pen or pencil)
  2. The terminal screen should go black and then begin the reboot, the terminal should return to the blue EMONEY screen when the reboot is completed (This will take between 1 and 2 minutes). You will see the following screens in sequence:
    •  Equinox Payments
    • Little green box in the middle of screen.
    • Screen showing terminal information.
    • Grey screen with "Connection to ECR please wait". If it stays on this screen for a while it likely means your internet is down.
    • If it stays at blank gray screen - try restarting the POS client.
  3. Once it has returned to the blue Emoney screen close out of the popup.
  4. The POS will automatically attempt to connect to the terminal again, hearing a beep after closing the popup is a good indicator that the terminal has successfully connected. (the beep means the POS has connected to the terminal. It does not mean the terminal can access the internet to get to ETS to complete a transaction)
  5. To confirm a successful connection, initiate a credit card transaction or go to "Admin", then "Payment Terminal" and press "Test Connection", if the terminal is able to successfully connect you should receive a successful connection message, if not the POS might become frozen as the POS attempts to connect to the terminal but fails to do so; you may need to force the POS to close through task manager.

 

Check the settings in “Payment Terminal Configuration” very carefully to make sure they are correct. Confirm that the IP address in the settings is the same as the IP address of the computer. If it is not then change the computer IP address back to the same IP address in the settings.

 

The L5300 will also have been configured to point to the IP address of the computer during setup. A computer integrating with L5300 should have a static IP address to prevent it from changing

 

Make sure the computer has an internet connection by opening a browser and going to a site you do not normally go too (e.g. www.ford.com).

 

If you are having connectivity issue between the POS and the iSCTouch 250 terminal, make sure the POS is running in compatibility mode for all users. To do this:

 

Close the Point of Sale -> Right click on the POS desktop shortcut -> click "properties"-> Click on the "Compatibility" -> Select "Change settings for all users" at the bottom -> Check the box beside "Run this program in compatibility mode for:" -> select "Windows XP (Service Pack 3)" in the drop-down menu -> Click "Apply" and "OK" -> Click "OK". Then open the Point of Sale again and test the connection to see if the connection works now.

 

If you have verified that the settings are correct and that the computer has access to the internet then perform the following:

 

  1. Restart the POS Client – if the client will not close use task manager to end the program by right click on the task bar at the bottom of the screen and choosing task manager.
  2. When the Client starts the L5300 display should change from a blank screen with “powered by ETS” in the bottom to a blue EMONEY screen.
  3. Try initiating a transaction.

 

Check the following if above does not resolve problem

 

Run the following commands in a command prompt window

 

arp -a   - this will show the mac address on the network. There should be one that starts with 64 that will match the mac address on the back of the L5300

netstat -p tcp | finstr 5110   - this should show the connection between the L5300 and the computer with a status of established

 

in appdata\local\ets\TransVault\Core_1.1.6095.20573_AnyCPU_4.0.30319. (Rick resolved a problem with Red Hawk on 2020-04024 where TransVaultCore_1.1.7277.28959_AnyCPU_4.0.30319 was being used) so version may not matter that much.  If there is a different named DAT file than this than there may be a problem. This is the version Tee-on certified too. Deleting the transvault folder will force a download of new DAT file the next time we try to connect to the L5300.

 

log files that ETS can analyze are in appdata\local\ets\transvault\logs

 

Problem - if message on L5300 screen says "Can't create Form" or you are getting error downloading keys on bootup of L5300 than running the following utility from ETS might help. This utility updates the code on the L5300.  This should be done under the direction of ETS. 

The utility is in sharepoint development Doc & Software/IPayment ntegrations/ETS/EmoneyEquinoxUpdater. Make sure POS Client is closed (rebotte PC). Run from PC that the L5300 is configured to communicate with.