Moneris Terminal Troubleshooting (iPP320)

Re-Initializing a Pinpad

If your pin pad is showing "int reqd" you may need to re-initialize the pin pad. Follow these steps to re-initialize the pin-pad:

1. Exit out of the Point of Sale COMPLETELY. 
2. Press and hold the Yellow Button and =,#* Button simultaneously for several seconds until you hear the terminal chirp and you will see the terminal go through the reboot process.
3. Once the payment terminal has gone back to Welcome/Bonjour or Int Reqd open your Point of Sale.
4. Sign in to the Point of Sale but wait for the pin pad to go from Please Wait to Welcome/Bonjour. Once it goes back to Welcome/Bonjour your pin pad should now be able to perform transactions again. 
5. If your pin pad goes back to Init Reqd give Tee On support a call to assist you. 

Moneris (Canada only)

Currently supported terminals for integration:

Ingenico iPP320 – USB attached and supports swipe, chip and tap

Ingenico i3070 – USB attached and supports swipe and chip 

Please note: The Ingenico I3070 terminals are not being shipped anymore, existing customers may still be running them. They are being replaced with the IPP320.

Make sure the payment terminal is NOT plugged into a USB Hub. It must be plugged directly into a USB port on the computer.

If payment Terminal does not display “Welcome  / Bonjour” or "int req"

Unplug terminal from computer and plug it back in to force a reboot of the terminal. If it does not end up displaying Welcome / Bonjour or int req  then call Moneris Support.

If payment Terminal does display “Welcome  / Bonjour” or "int req" but does not respond when you initiate a transaction

1. Close down the POS client completely. Sometimes the POS client will not close when Moneris is having a problem. In this case go to task manager (click on the windows start button in the bottom left of the screen, type in task manager in the search field and choose task manager from the list. Click on processes and highline the PointOfSale.exe process and click End Task.
2. I3070 Terminal - Unplug the Payment terminal from the back of the payment terminal and plug it back in to force a reboot
3. IPP320 Terminal - Press and hold the Yellow Button and =,#* Button simultaneously for several seconds until you hear the terminal chirp and you will see the terminal go through the reboot process 
4. Wait until you see Welcome / Bonjour or int req.
5. Open the POS Client and Login – after several seconds you should see the payment terminal display Please Wait and stay there for about a minute and then return to Welcome / Bonjour.
6. If Please Wait does not show up at all on the PINPAD, check that the port number in Device Manager matches the port number in the POS.
   • Open Device Manager and expand Ports (COM & LPT). Look up the port number for the PINPAD driver. Make sure the port number in the POS Payment Terminal Config is the same.
   • If you needed to update the port number than click on test connection. You should see the payment terminal display Please Wait and stay there for about a minute and then return to Welcome / Bonjour.
7. If this is a payment terminal that has just been installed then Moneris may not have activated the terminal yet – the Client.log in the POS may have a response code of 109 from our test connection. Call Moneris to make sure terminal has been activated on their end.
8. If this is a payment terminal that has just been installed and the client log is showing an response code 110 from our test connection. This means card types have not been configured properly for MSD and EMV values. You will need to call Moneris 
9. If this is a payment terminal that has worked properly previously than call Tee-on so we can have a look at the logs for errors.

If payment Terminal is having recurring problems. You are able to display “Welcome  / Bonjour” or "int req" but does not respond when you initiate a transaction try the following

1. Replace the cable for the PINPAD.
2. Try a different USB port for the PINPAD.
3. Make sure the computer is set to never go to sleep in Power Options in Control Panel.
4. If you have multiple PINPAD's and they are all having problems you may have instability in your Internet. The POS does not require and internet connection to run smoothly. The Moneris PINPAD's do require and internet connection. Try downloading and installing the following utility to monitor your internet connection http://code.google.com/p/internetconnectivitymonitor/
5. To eliminate the possibility that this is a problem with the Tee On POS client. Open internet explore and login to your Moneris account. Go to account settings and make sure the port number is correct for pin pad. Go to Terminal and click on Chip initialization. This will try to initialize the Pin pad.. If this does not work than there is something wrong with the terminal or connection to the terminal

If IPP320 make sure the Pinpad is not running V1401 firmware. 

To check firmware version on PINPAD press F2 F1 F3 F4 in sequence

The first line on the display will show DISPLAY STATUS. Press the green button at the bottom of the PINPAD.

The first line of the display shows the version.

1302 - is 2015 version of firmware and is okay to use.

1401 - is 2016 version of firmware and should not be used. Call Moneris to either send out new PINPAD or send tech to update firmware on existing PINPAD.

1402 and 1403 - fix the problems with 1401 and are fine to use.

If you are unable to get the payment terminal working and would like to turn off the integration so you can continue to process transactions using a non-integrated payment terminal than go to ADMIN and then  CONFIG and then PAYMENT TERMINAL CONFIG. Uncheck the box beside This terminal has an integrated payment terminal and click OK.

Moneris gave these instructions when there is a problem