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Overview

 

Technology issue impacting certain card terminals

Please check back here for regular updates.

Update: A fix has been implemented for certain terminals. Please try processing a test transaction.

  • If the transaction is successful, you can continue processing card payments. Please be sure to complete the steps below at your earliest convenience
  • If the test transaction is not successful, follow the below instructions specific to your terminal type 

An outdated SSL (secure sockets layer) certificate is resulting in unplanned downtime for certain Ingenico terminals. Some devices may need to manually install an update using the below steps. Before you begin, you’ll need your administrator password.

Instructions for:

INGENICO DESK/5000 and MOVE/5000

If you have an open batch (if not, proceed to “To complete your download” step below):

  1. Press the silver/white key on the top right of your keyboard
  2. Select Admin Mode icon
  3. Enter your Admin password
  4. Select Tetra Admin
  5. Select [2] for Date and Time
  6. Select [1] to Set Date
  7. Key in 092224 and press the green key
  8. Select [2] to Set Time
  9. Key in 2100 and press the green key

From the Chase Payment application, please settle your batch.

Once your batch is settled:

  1. Press the silver/white key on the top right of your keyboard
  2. Select Admin Mode icon
  3. Enter your Admin password
  4. Select Tetra Admin
  5. Select [2] for Date and Time
  6. Select [1] to Set Date
  7. Key in today’s date using format MMDDYY and press the green key
  8. Select [2] to Set Time
  9. Key in the current time using format HHMM (24-hour clock) and press the green key

To complete your download:

  1. Press the silver/white key on the top right of your keyboard
  2. Select Admin Mode icon
  3. Enter your Admin password
  4. Select Tetra Admin
  5. Select [1] for Download Application
  6. Select [2] for Start Download

The terminal will install the update, which will take approximately 15-20 minutes. During the update, the terminal will automatically reboot several times. (Do not manually reboot the terminal.)

Once complete, please perform a test transaction to validate the device is working properly.

If you do not remember your Admin password or need additional support, please call the customer support team at 1-888-886-8869. Note: due to very high call volume, we are experiencing unusually long hold times. Your patience is appreciated.
 

INGENICO iCT250 AND iWL250

This will be a two-part download.

If required to enter alpha characters, use the number/letter keys followed by the F key to select the appropriate letters and symbols.

  1. Please close any open batch in the device
    • If batch settlement receives communication error, please set date on the device on 9/22/24 and try settlement again 
  2. After Batch is closed change date to current date and time. Then press # Key to access Terminal menu
  3. Enter Manager Password, if required
  4. Press [4] on terminal to select MAINTENANCE
  5. Enter Admin Password if required and press Enter
  6. Press [1] for Download
  7. Press [1] for TADU
  8. Press [0] for CONFIGURE
  9. Press [1] for PARTIAL
  10. Press [1] for Ethernet
  11. Press [0] for DYNAMIC or press [1] for STATIC
    • Note: Most merchants are DYNAMIC
  12. Confirm SECURE.PAYMENTECH.COM URL is displayed, press Enter
  13. Confirm Port number 8013 is displayed, press Enter
  14. Press [0] to enable SSL
  15. Confirm model name ICT250 or IWL250 is displayed, press Enter
  16. Confirm application name showing CPCU02A is displayed, press Enter
  17. Confirm your Terminal ID displayed, press Enter
  18. Press [1] for DOWNLOAD
  19. Download should take 2-5 minutes.

    If “Term ID not found” on the device, please call help desk for further assistance at 1-888-886-8869.  Do not proceed with next steps.

  20. Terminal will reboot after the download and print receipt that shows Download successful  

    After Download successful receipt prints, a second download will be needed.

  21. Press # key to access Terminal menu
  22. Enter Manager Password, if required
  23. Press [4] Maintenance
  24. Press [1] Download
  25. Press [2] for IngEstate
  26. Press [1] for Setup
  27. Scroll to select IP/Ethernet
  28. Select Yes for SSL and press Enter
  29. Scroll to select IngEstate
  30. Scroll to select Domain Name
  31. Key in SECUREHEM.PAYMENTECH.COM and press Enter
  32. Key in 6443 for Host Port and press Enter
  33. Press Enter for TMS Identifier (no change required)
  34. Scroll to select OFF for Protect Download and press Enter
  35. Press Enter to print report
  36. Press [3] for TMS Identifier
  37. Verify the HEM Signature file name and press Enter
  38. Press [2] to Start Download
  39. Download should take about 3-5 minutes. After boot cycle, terminal should return to the main idle screen

Once complete, please perform a test transaction to validate the device is working properly.

If the above steps do not work, please try the following steps

  1. Press # Key
  2. If prompted, enter Admin Password
  3. Select 3 for Setup Menu
  4. If prompted, enter Manager Password
  5. Select 2 Communications
  6. Select 3 Ethernet
  7. Select 2 Ethernet Setup
  8. Select Dynamic IP if you are using Dynamic IP address
    • If you are using Static IP address, please select Static.
  9. Select 3 Host URL 1
  10. Press Yellow Key to Clear URL string
  11. Enter netconnectkaa.chasepaymentech.com by using the number/letter keys followed by the F key to select the appropriate letters and symbols
  12. Press Enter
  13. Select 3 Host URL 2
  14. Press Yellow Key to Clear URL string
  15. Enter netconnectkaa.chasepaymentech.com by using the number/letter keys followed by the F key to select the appropriate letters and symbols
  16. Press Enter
  17. Simultaneously Press the Yellow and # key at the same time to reboot terminal

Once complete, please perform a test transaction to validate the device is working properly.

If you do not remember your Admin password or need additional support, please call the customer support team at 1-888-886-8869. Note: due to very high call volume, we are experiencing unusually long hold times. Your patience is appreciated.

 

We’re here to help

We understand how important device uptime is to your business. Our technology teams are engaged to determine the root cause of the issue preventing the automatic update and prevent a recurrence. If you have questions or further concerns, please contact us.