- PIN pad is down or not working
- When attempting to run a transaction the following error occurs: "Error: Payment Not Completed. TRANSACTION NOT COMPLETE - Failed on Ethernet Access"
- Can you manually enter a credit card number?
A PIN pad is down or not working
If issues are experienced with the PIN pad, such as a processing error when attempting to make a credit card payment, it mostly like means the PIN pad is no longer connected to the server. You can reconnect the PIN pad to the server by rebooting the PIN pad.
To do so, simply unplug the power cord and re-insert it. If there is no power cord, unplug the Ethernet cable and re-insert.
If the issue is not resolved, and you are using a TranCloud server device, then reboot the device by unplugging it for 10 seconds and then plugging it back in. Wait approximately five minutes before processing a transaction so as to clear any pending transaction that that the server device may have been processing when it rebooted.
When attempting to run a transaction the following error occurs: "Error: Payment Not Completed. TRANSACTION NOT COMPLETE - Failed on Ethernet Access"
Error: Payment Not Completed
TRANSACTION NOT COMPLETE - Failed on Ethernet Access
IP: X.X.X.X Port: 12000
This error occurs when the PIN pad's IP address is different to what is registered in the POS system. The IP address likely changed as a result of a network or router change. To enter the new IP address in the POS system, complete the following steps:
-
Obtain the IP address of the PIN Pad:
- For a Lane/300, click here for instructions.
- For an iPP320, click here for instructions.
- In Touch Admin, click Hardware Devices > Payment Terminals. The Payment Terminals screen appears.
- Click the Edit button of the affected PIN pad.
- Enter the IP address in the IP Address field.
- Click the Update Card Terminal button to apply the changes.
- If using TranCloud server, then reboot it by unplugging it for 10 seconds and then plugging it back in.
- Next, run a transaction to lock in the new IP address.
Can you manually enter a credit card number?
Ingenico PIN pads using Heartland can manually enter CC numbers to complete transactions.