How to resolve PINPad offline issues

Transcription

1 How to resolve PINPad offline issues Most PINPad offline issues are due to one or more of the following 1) The PC-EFTPOS software is on an older release, or 2) The latest USB drivers for the PINPad have not been installed, or The default generic Windows USB to Serial drivers have been installed instead 3) The configuration settings of the PINPad are incorrect (e.g. not set to Integrated mode, the Bluetooth connection has not been paired, or a wrong connection type has been selected) 4) Interference by Anti-Virus software 5) Incorrect Windows settings If you get PINPad offline issues, follow the steps below to get them back online (and stay online) Update the software to the latest release Go to then click on Downloads button and then click on the No Config download link Just run the file (the software must be installed under a user with admin privileges) and click on Next all the way through to Finish. Once the latest software has been installed Update to the latest USB drivers Uninstall any old drivers first How to uninstall Westpac / St George VX 690 And Suncorp / Bendigo VX 810 / 820 drivers If the PINPad is using USB, then the existing USB driver should be uninstalled prior to installing the latest version (The drivers must be uninstalled under a user with admin privileges.). To uninstall the old driver : For v1.0.5 drivers, right click on C:\PC_EFT\usb\VeriFone\VeriFoneUSBUARTDriver_Vx_ _B2\Vx_UnInst_1.0.5\Vx_UnInst_ bat file and click Run as administrator. For drivers, right click on C:\PC_EFT\usb\VeriFone (VX6xx, VX7xx, VX8xx)\VFI_USB_Driver_Installer_ _B2\silent_uninstall.bat file and click Run as administrator. Then follow the steps on How to install Westpac / St George VX 690 and Suncorp / Bendigo VX 810 / 820 drivers, which can be found further down below

2 How to uninstall CBA Albert drivers CBA advises customers having PINPad offline issues to install the latest software (see above) and USB drivers, to get the Albert back online Uninstall any old driver first to do this, 1) The drivers must be uninstalled under a user with admin privileges. 2) Run devmgmt.msc to open Windows Device Manager 3) Expand the Ports section 4) Right click on AEVI Virtual Serial Port and select Uninstall 5) Tick the Delete the driver software for this device and press OK Note: If you do not see the AEVI Virtual Serial Port, then unplug the Albert from the PC. If you see one of the devices under Ports disappear (such as USB to Serial Device ), then chances are that Windows has installed its own generic USB to serial drivers. Plug the Albert back in, and then right click on the device that reappears and follow steps 3 onwards instead

3 6) After the virtual port for the Albert has been deleted, click on the Action menu and select Scan for hardware changes You will see a new device called CDC Serial Follow the steps under How to install CBA Albert drivers, which can be found further down below

4 How to install ANZ / CBA IPP350, ICT250, IWL250/252 And NAB Move5000 drivers Note: We have recently released updated drivers for these models, which upgrades from 2.80 drivers to 3.11 drivers. You can find these drivers, located on our website at 1) ** NOTE: DO NOT UNINSTALL THE SAGEM OR INGENICO DRIVERS FROM DEVICE MANAGER ** Instead, uninstall the drivers from Control Panel / Programs and Features. If you are upgrading from 2.80 (or earlier) to 3.11, then locate the Ingenico USB Drivers Package (if it exists) and then right click and select Uninstall (The drivers must be uninstalled under a user with admin privileges.) 2) After the uninstall completes, unplug the EFTPOS terminal from the PC 3) Reboot the PC 4) Download the 3.11 driver And unzip the file to C:\PC_EFT\usb\Ingenico Telium (ipp3xx, ipp4xx, ict2xx, iwl2xx) folder 5) The user must have administrator level access in order to install or uninstall the driver correctly. Double click on the IngenicoUSBDrivers_3.11_setup.exe from above folder and then just click on Next until Finish without making any changes to the settings 6) Plug in the EFTPOS terminal. 7) The PINPad should get detected and the latest 3.11 drivers will be installed Note: If you wish to install the older 2.80 drivers which are currently shipped with the latest release Then follow these steps instead Navigate to the file C:\PC_EFT\usb\Ingenico Telium (ipp3xx, ipp4xx, ict2xx, iwl2xx)\ingenicousbdrivers_2.80_setup.exe Run that file under Admin privileges and click on Next all the way through to Finish without making any changes to the settings

5 How to install Westpac / St George VX 690 And Suncorp / Bendigo VX 810 / 820 drivers To install the new driver, download the following file Download and unzip the file There are two drivers one for 32-bit Windows and one for 64-bit Windows To determine if your system is a 32bit or 64bit Windows OS, Right click on My Computer / This PC / Computer (depending on which OS you are using) Select Properties Looks for the System information This should display whether you are running a 32bit or 64bit OS (if it does not mention 32bit or 64bit, you can safely assume it is a 32bit system) The drivers must be installed under a user with admin privileges. To install Just double click on the file to run it from its zip location (for 32 bit Windows) VerifoneUnifiedDriverInstaller B2\32\VerifoneUnifiedDriverInstaller.msi, or (for 64 bit Windows) VerifoneUnifiedDriverInstaller B2\64\VerifoneUnifiedDriverInstaller64.msi Then click on Next all the way through to Finish to install the drivers

6 How to install CBA Albert drivers 1) The drivers must be installed under a user with admin privileges. 2) Run devmgmt.msc to open Windows Device Manager 3) Expand the Ports and Other Devices sections 4) When the Albert is plugged in, you will see a new device called CDC Serial Right click on it and select Update Driver Software 5) Select Browse my computer for updated driver software

7 6) Browse to C:\PC_EFT\usb\CBA Albert folder and press OK 7) Windows will install the Albert drivers and if successful, you should see AEVI Virtual Serial Port show back up in Windows Device Manager / Ports

8 How to install ANZ i3070 drivers The i3070 is obsolete, but still may find some sites out there with this model Follow the steps as per CBA Albert, but you will see Ingenico device instead of CDC Serial At step 5), point your directory to C:\PC_EFT\usb\Ingenico 3070

9 Change the settings on PINPad for Integrated Mode functionality Westpac / St George (VX 690) Make sure PINPad is in integrated mode <#> <Enter><Enter> Toggles between standalone and integrated modes If in integrated mode already it will say SWITCH TO STANDALONE? so press <Cancel> If in standalone mode already it will say SWITCH TO INTEGRATED? so press <Enter> Disable standalone settings Then <#> <Enter> And <Clear> (Yellow button) for everything if using integrated mode NOTE: The opposite applies when using standalone, so you can press <Enter> (Green button) for everything if using standalone Change the baud rate to VLI or VLI 9600 (for serial) <#> <Enter> Select option 1 (STX/VLI/CRC) for the protocol Select option 1 (38400) for baud rate (can also use 9600 for serial) Select option 3. USB (for USB) or 2. RS232 (for serial) Then reboot PINPad with <#>99 <Enter> <Enter> Check Bluetooth connection Easiest way is to sit PINPad in the cradle (lift it off and put it back down if already sitting in cradle) If PINPad is not paired with base, it will flash a message on the screen PINPAD NOT ASSOCIATED TO BASE Two options 1) Move PINPad to another base (assumes they have more than one terminal at the store) until you no longer get the message, or 2) Ask the customer to call the bank and ask them to help them Pair the PINPad to the base for you. Westpac Helpdesk St George Helpdesk

10 ANZ (IPP350, ICT250 and IWL250) ** Check that your cables are all plugged in correctly to both your EFTPOS terminal and PC/register ** Eg. IWL The power cable plugs in to the base using the small connector at the back. USB - If you are using USB, this also connects in to the base using the squarish connector just to the right of the power cable, and the other end plugs in to a spare USB port on your PC/register. Serial if you are using the Serial cable, make sure it is connected to COM0 (or COM1) under the back cover of the base and not to the connector at the back of the base *see below* (the connector located to the left of the power cable, is for an ethernet connection and not for the serial cable)

11 Make sure PINPad is in integrated mode <Func> 9905 <Enter> x 3 Then 1. STANDALONE or 5. PC-EFTPOS (Integrated mode) <Enter> Then <Enter> for all other questions or <Cancel> Make sure the PINPad s Bluetooth is paired to the base (for IWL250 model only) (The most common issue for ANZ IWL250 PINPads is that the bank sends out the terminals without the PINPad being paired to the base) <Func> 6634 <Enter> <Enter> and then follow the prompts. More info on the PINPad s bluetooth settings can be found on the following page Then select the cable type (USB or Serial) and change the baud rate to or above The options will be slightly different, depending on the model of your EFTPOS terminal And the firmware release installed on the PINPad For ANZ firmware (prior to 8.42 release) <Func> <Enter> Configure Terminal Coms? <Enter> Serial <Enter> Then 1.COM0 for serial or 2.USB Slave for USB <Enter> VLI or VLI <Enter> For ANZ firmware (8.42 release and above) <Func> <Enter> Configure Terminal Coms? <Enter> SERIAL (if serial cable plugged in to COM0), or COM1 (if serial cable is plugged in to COM1) USB (if using USB cable), or IP Gateway (* for cloud based terminals) VLI or VLI <Enter>

12 Check Bluetooth connection (for ANZ IWL250 only) Check B icon on screen of PINPad If B icon is blue then it is paired to base If B icon is grey then either the bluetooth is disabled, or PINPad is not in range of the base (try sitting PINPad back on to base) If B icon is red then PINPad is not paired to base If icon is red (or stays grey) 1) Pair the PINPad to the base to do this, leave the PINPad sitting in the cradle and press <Func> 6634 <Enter> <Enter> and then follow the prompts. 2) If you get a message saying Cannot be paired as PINPad is already associated with base XX, then move the PINPad to that base and try the step above again (this assumes you have more than one terminal at the store) (NOTE: To identify each base there will be a unique code printed on it If you cannot find the code XX printed on any of the bases, then you will need to contact ANZ on for further assistance) If the PINPad is paired successfully to the base, then the bluetooth B icon will turn blue. If the icon remains grey or red, then contact ANZ on and inform them that you were not able to Pair the PINPad to the base. NOTE:!! If the PINPad is using firmware 8.42 or 8.45 (To check, open the PC-EFTPOS Client, click on Ctrl Panel, go to Diags(F6) tab and check the S/W Version under the PINpad section if the S/W Version says or , then this is equivalent to the firmware 8.42 or 8.45) ANZ have confirmed an issue can occur on some PCs that have the 8.42 firmware, which can cause the PINPad to randomly go offline. We have also noted issues in the field with the 8.45 release, causing similar issues (although not yet verified or reproduced by ANZ or PC-EFTPOS) If that s the case, you will need to contact ANZ on and request that they upgrade you to their latest firmware release (currently 8.53) to correct this fault

13 CBA (IPP350, ICT250 and IWL250 only) ** Check that your cables are all plugged in correctly to both your EFTPOS terminal and PC/register ** Eg. IWL The power cable plugs in to the base using the small connector at the back. USB - If you are using USB, this also connects in to the base using the squarish connector just to the right of the power cable, and the other end plugs in to a spare USB port on your PC/register. Serial if you are using the Serial cable, make sure it is connected to COM0 (or COM1) under the back cover of the base and not to the connector at the back of the base *see below* (the connector located to the left of the power cable, is for an ethernet connection and not for the serial cable)

14 Select the cable type (USB or Serial) and change the baud rate to (or 9600 for serial) <Func> 4. PC-EFTPOS, <Enter> 4. PC-EFT Baud Rate (or 9600 for serial) 5. PC-EFT COM Port Then 1. COM0 for Serial and 2. USB Slave for USB <Cancel> Make sure the Internal Modem and Internal Print options are disabled <Func> 4. PC-EFTPOS, <Enter> 1. Internal Modem OFF 3. Internal Print OFF <Cancel> NOTE: These options are controlled by the CBA in their TMS (Terminal Management System) settings. If either of these options was set to ON in the PINPad, you should call the CBA on and ask them to disable these options in TMS as well. Otherwise, the next time the PINPad does a TMS update, the settings will be downloaded from the bank s TMS settings and override the settings that you have put in to the PINPad. (If either of these settings is enabled they will override their PC-EFTPOS settings. So please disable them) Check Bluetooth connection (for IWL25x only) Check B icon on screen of PINPad If B icon is blue then it is paired to base If B icon is grey then either the bluetooth is disabled, or PINPad is not in range of the base (try sitting PINPad back on to base) If B icon is red then PINPad is not paired to base If icon is red (or stays grey) You will need to Pair the PINPad to the base to do this, leave the PINPad sitting in the cradle and contact CBA on and inform them that your PINPad has not been paired to the base. The bank will provide instructions on pairing your device If the PINPad is paired successfully to the base, then the bluetooth B icon will turn blue. If the icon remains grey or red, then advise CBA that you were not able to Pair the PINPad to the base. And ask for further assistance. Most likely, they will need to send out a replacement EFTPOS device.

15 CBA Albert Please refer to the following document for additional help on configuring the CBA Albert for use with the PC-EFTPOS software POS.docx ALL OTHER BANK PINPADS Contact your bank helpdesk number for help on configuring options in the PINPad to allow the PINPad to integrate with PC-EFTPOS software

16 Update the PC-EFTPOS Client Com Port Open the PC-EFTPOS Client (grey C icon with the dot) Then update the value of the COM Port field to one of the values below Then Click on the Apply button after entering the updated COM Port field, then Close. For USB PINPads Note: If you have selected the USB drop down option during the selection of the PINPad COM Port in the Configuration Wizard, you can skip the below steps, ie. Open the Windows device manager (Run devmgmt.msc ). Expand Ports section to look for the installed USB PINPad. You then just need to copy the first 5 (or more) letters of the PINPad device name in to the PC-EFTPOS Client s COM Port field (The name is case sensitive!!!). If your USB PINPad is listed below, then update the Client s COM Port field, to the suggested value. For ANZ / CBA (IPP250, ICT250, IWL25x) or NAB Move 5000 (using the newer 3.11 or above drivers) Ingenico For ANZ / CBA (IPP250, ICT250, IWL25x) (using the older 2.80 or below drivers) (Note: we don t recommend using older drivers, please install the latest Ingenico drivers instead can be downloaded from Sagem For Westpac / St George (VX 690) VX 690 For CBA Albert AEVI (that s AEVI with a space at the end) For Suncorp / Bendigo (VX 820) VX 820 For NAB (Move 5000) (using the older 2.80 or below drivers) Move 5000

17 For PINPads connected via Wi-Fi or Ethernet. For CBA Albert (via Wi-Fi, or Ethernet) TCPIP For PINPads connected via serial (the cable with the two screws) Your EFTPOS terminal will attach to a standard COM port (these don t use device names like the PINPads do, so for PINPads connected via Serial, make sure you use the correct COM port number from the drop down box) You can use the Auto Detect button in EMS Client to find out the COM Port number for Serial PINPad Update the PC-EFTPOS Client COM Port for the serial PINPad by selecting the COM Port number from the drop down list box (use the COM port that the Auto Detect returned) eg. If your serial PINPad is connected on COM5: You would update your PC-EFTPOS Client COM Port to COM5: Ie.

18 Additional steps to try on Windows settings Check Windows Device Manager for USB Hub Power Settings There is also the possibility of Windows putting the PINPad to sleep, which could cause it to go offline. Run devmgmt.msc on each of the registers, then under the Universal Serial Bus Controllers, look for all of the controllers listed that have Hub somewhere in their name (such as Generic USB Hub USB Root Hub, etc).and then right click on each of them and select Properties. (Also, if you have a USB3.0 Host Controller listed, then check the Properties for this as well) Then for each of the above, make sure you untick the Allow the computer to turn off this device to save power setting and OK the change Make this change on all the registers, that have an integrated USB PINPad attached to them. (The option shows ticked below, but make sure that you untick it)

19 Check Windows Control Panel for any further Power options 1) Disable USB Selective Suspend "Control Panel / Power Options / Change Plan Settings (Note: We recommend that you change the option for Put the computer to sleep, to Never ) Click on / Change Advanced Power Settings / USB Settings / USB Selective Suspend Setting / Setting" and set it to Disabled Once you have made the above changes, click on OK.

20 2) Disable Fast Startup (Win 8 and Win 10 only) Open Windows Control Panel / Power Options / Choose what the power buttons do Click on Change Settings that are currently unavailable It is recommended that When I press the power button is set to one of Shut down, Turn Off The Display, or Do Nothing When I press the sleep button option can be set to Sleep, but it is recommended to set as Turn Off The Display, or Do Nothing Disable (untick) the Turn on fast start up (recommended) option. Although the option is recommended, it does not perform a full restart of the PC-EFTPOS software, which can leave the PINPad offline on boot up. A restart of the PC will fix this (as a restart does do a full restart). So, to avoid this potential problem, leave the option disabled. Once you have made the above changes, click on the Save Changes button.

21 PINPad logs on successfully, but goes offline during transaction For ANZ / CBA - IPP 350 USB only Unlike the other model EFTPOS terminals, the IPP350 PINPad, when connected to a USB port, draws its power directly from the PC. During the PRESENT CARD, the PINPad enables the PayPass card reader which then needs to draw additional power from the PC to run the reader. If there is a problem with the USB power from the PC, or other USB peripherals are on the same USB bus and also drawing power, then the PINPad may not be able to draw enough power for the Paypass reader, causing the PINPad to crash and reboot. To resolve this, try the any of the following steps 1) Unplug all other unnecessary USB devices, which may be also drawing power from the PC, or 2) Try to put the IPP350 on its own USB Hub (preferably a hub without any other USB devices attached**), or 3) Move the IPP350 to another USB ports (hubs are usually grouped together on the back (and the front) of the PC, so for example if there are 4 USB connections in a row, or on their own plate, then they will probably all be on the same hub, so try to avoid plugging the PINPad in to such a row that already has another USB device plugged in to it**, or 4) Get a powered external USB hub. This has one USB cable that goes back to a USB connection on the PC. It then contains 2 or more external USB ports, that you would then plug the PINPad in to. The external USB hub will also require a power cable, that connects to a wall socket, so that the PINPad is then powered by your mains supply via the external USB hub, rather than from the PC, or 5) Contact the bank for a USB / power splitter cable, which allows the PINPad to be powered from the wall socket. This is similar to the type of cable the bank supplies for the serial cable version of the IPP350. This is because the PINPad cannot draw power from the PC when using a serial cable and so it uses the mains supply from the splitter cable instead. The banks also have a similar version of the cable for customers that are using USB and having the problem where the PINPad goes offline at the PRESENT CARD prompt. **NOTE: USB 2.0 Hubs show how much power is available to be shared amongst devices and also, what USB devices are currently attached to that hub and the power each of those devices is drawing. If you find that your PINPad is rebooting, then you are most likely exceeding the amount of power available to the PINPad on that USB hub. You can use the information displayed on that USB Hub to determine the best USB port to plug your EFTPOS terminal in to (so as to ensure that it receives the maximum amount of power available to it). More info on this can be found here

22 Check that the PC-EFTPOS client and server services are running at completion of a boot up Run services.msc (hold Windows Start button then press R to display the Run dialog) Look for the PC-EFTPOS Client service and follow the steps below repeat for the EFT Server service. Right click on each of these and select Properties. Click on the Recovery tab and set Restart Service After to 0 minutes. Then click Apply and OK Reboot the PC to make sure the Client icon is running on the taskbar after restart. Sometimes it will not be possible to reboot the PC (such as if it is the master till and shutting down will affect all the other registers), If that s the case and you can t reboot the PC, then restart the services as per the steps below instead Restart the PC-EFTPOS Client There are two ways to restart the PC-EFTPOS Client 1) use the Auto Detect button in EMS Client (as well as detecting the COM Port of the PINPad, etc it also shuts down and restarts the PC-EFTPOS Software) 2) Run services.msc (hold Windows Start button then press R to display the Run dialog) Look for the PC-EFTPOS Client service (if you click anywhere in the list and then press the letter P on your keyboard it should take you to the first service starting with P and PC-EFTPOS Client should then be easy to find) To restart the client, right click on PC-EFTPOS Client and select restart Or Click on PC-EFTPOS Client and then from the Action menu, select Restart (the Client will take about seconds to restart) If the client service doesn t restart then shut down and reboot the PC. If customer won t allow a reboot, then check the document on how to restart the PC-EFTPOS client and server services in the PC-EFTPOS icons not showing up document, available from the following link Meaning of the different PC-EFTPOS Client icon colour status yellow (PINPad offline) red (no connection to EFT Server) blue (PINPad is connecting via its internal modem rather than via the EFT Server / internet) (note: you should not see this colour. Always configure to use internet as primary and internal modem as fallback for more information see 9s%20internal%20modem%20is%20configured%20for%20fallback.docx ) green (PINPad online) This is the colour the icon should be if everything is configured correctly

23 Reboot the PINPad Use these steps if all else has been tried, or the PINPad is not accepting any key press input, or freezes when trying to set certain menu options For Westpac / St George VX 690 / Bendigo VX 820 To do this, remove the power cable from the base. Remove the PINPad from the base and press the red <Cancel> (Red X) key until the PINPad reboots. (Note: If the PINPad has completely locked up the <Cancel> key may not reboot the PINPad, in which case you will need to remove the cover from the back of the terminal and unclip the battery to power it down) Once the PINPad has powered off completely - Place the power cable back in to the base and place the PINPad back on to the cradle. It will take a minute or two to boot back up. For ANZ / CBA or BankWest IWL 250, ICT 250, IPP 350 or NAB Move 5000 To reboot the above PINPads Remove the power cable from the base and place the IWL250 on the desk by itself (for IWL 250 only) Hold down the <Func> + <Clear> key on the EFTPOS terminal (both must be pressed at the same time) Hold down for a few seconds until the PINPad starts beeping Let go of the keys Screen will go blue with a smiley face (for IWL250, the screen will go blank after this) Place the power cable back in to the base and place the IWL 250 back in to the cradle (for IWL 250 only) The PINPad will then start booting up again Will take about a minute to boot back up For CBA Albert To reboot the Albert, press and hold down both buttons on the back of the terminal together for 3 seconds, until the Albert reboots

24 Test a logon If the PC-EFTPOS icon goes to green, this means you have managed to get the PINPad online. Test a logon to make sure it works Open the PC-EFTPOS Client, click on Ctrl Panel and then click on Logon If it logs on successfully then it s all good to go and you have completed all the necessary steps. (If, however, the logon fails, you will need to do further fault finding on the eft server settings). If the logon button is greyed out, Or, you have tried all the above steps and are still having PINPad offline issues, then follow the additional steps mentioned in the steps below. If all else fails Add c:\pc_eft folder to your Anti-Virus exclusions list The following guide provides details for adding an exclusion to some common Anti-Virus software. If you are still not sure how to do this, or the option is disabled, you may need to refer this to your IT Administrator or POS vendor. 0Anti%20Virus.docx Shut down and reboot the PC While the PC is rebooting, reboot the PINPad as well (see the steps on the previous page) Unplug the USB cable from the PC and plug it back in (preferably in to another USB port) If you have done all the above and PINPad still does not either a) go online, ie the PC-EFTPOS client icon stays yellow, or b) the client GUI says the PINPad is online but the Logon button is disabled Then call your bank helpdesk, as it will mean the issue is hardware related. Ie either the PINPad and cables may need replacing or there may be an issue with the PINPad s firmware or USB Drivers ANZ Help Desk BENDIGO Help Desk CBA Help Desk FIRST DATA Help Desk NAB Help Desk SKYZER Technologies ST GEORGE Help Desk SUNCORP Merchant Services WPAC Help Desk