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Overview

 

Technology issue impacting certain card terminals

Update: A download is required to prevent payment processing issues. A solution has been implemented for all impacted terminals. Please follow the instructions on this page to install a manual update.

An outdated SSL (secure sockets layer) certificate resulted in unplanned downtime. All devices on this page need to manually install an update using the outlined steps. Before you begin, you’ll need your administrator password.

Choose your device below to see instructions

Note: The color of each device may vary

Desk/5000

Move/5000

iCT250

iWL250

Instructions for Desk/5000 and Move/5000

If you have an open batch (if not, proceed to the To complete your download section below):

  1. Press the silver/white key on the top right
  2. Choose the Admin mode icon
  3. Enter your Admin password
  4. Choose Tetra admin
  5. Choose [2] for Date and time
  6. Choose [1] to Set date
  7. Key in 092224 and press the green key
  8. Choose [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
  2. Choose the Admin mode icon
  3. Enter your Admin password
  4. Choose Tetra admin
  5. Choose [2] for Date and time
  6. Choose [1] to Set date
  7. Key in today’s date using the MMDDYY format and press the green key
  8. Choose [2] to Set time
  9. Key in the current time using the HHMM format (24-hour clock) and press the green key

To complete your download:

  1. Press the silver/white key on the top right
  2. Choose the Admin mode icon
  3. Enter your Admin password
  4. Choose Tetra admin
  5. Choose [1] for Download application
  6. Choose [2] for Start download

The terminal will install the update. This 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.

Instructions for iCT250 and iWL250

  1. Please close any open batch on your device
    • If you receive an error, set the date on the device to 9/22/24 and try again 
  2. After you settle your batch, update your device’s date and time. Then, press the [#] key to access the Terminal menu
  3. Enter your Manager password, if required
  4. Press [4] to choose Maintenance
  5. Enter your 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 that the secure.paymentech.com URL is displayed and press Enter
  13. Confirm Port number 8013 is displayed and press Enter
  14. Press [0] to enable SSL
  15. Confirm model name iCT250 or iWL250 is displayed and press Enter
  16. Confirm application name showing CPCU02A is displayed and press Enter
  17. Confirm your Terminal ID is displayed and press Enter
  18. Press [1] for Download
  19. Wait 2-5 minutes for the download to complete. Note: If Term ID not found is displayed on your device, please call us for further assistance at 1-888-886-8869.  Do not proceed with next steps.

  20. The terminal will reboot after the download and print a receipt that shows Download successful. After the receipt prints, a second download will be needed

  21. Press the [#] key to access the Terminal menu
  22. Enter your Manager password, if required
  23. Press [4] for Maintenance
  24. Press [1] for Download
  25. Press [2] for IngEstate
  26. Press [1] for Setup
  27. Scroll to choose IP/Ethernet
  28. Choose Yes for SSL and press Enter
  29. Scroll to choose IngEstate
  30. Scroll to choose 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 choose OFF for Protect download and press Enter
  35. Press Enter to print a report
  36. Press [3] for TMS Identifier
  37. Verify the HEM signature file name and press Enter
  38. Press [2] to Start download
  39. Wait 3-5 minutes for the download to complete. The 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 the [#] key
  2. Enter your Admin password, if required
  3. Choose [3] for Setup menu
  4. Enter your Manager password, if required
  5. Choose [2] for Communications
  6. Choose [3] for Ethernet
  7. Choose [2] for Ethernet setup
  8. Choose Dynamic IP if you are using a Dynamic IP address
    • If you are using Static IP address, please choose Static.
  9. Choose [3] for Host URL 1
  10. Press the yellow key to Clear URL string
  11. Enter netconnectkaa.chasepaymentech.com by using the number/letter keys followed by the F key to choose the appropriate letters and symbols
  12. Press Enter
  13. Choose [3] for Host URL 2
  14. Press the yellow key to Clear URL string
  15. Enter netconnectkaa.chasepaymentech.com by using the number/letter keys followed by the F key to choose the appropriate letters and symbols
  16. Press Enter
  17. Press the yellow and [#] key at the same time to reboot the terminal

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

We’re here to help

We understand how important device uptime is to your business. If you have questions or further concerns, please contact us.