Hardware Troubleshooting

PaySimple Device Troubleshooting:

Rebooting the Device

There are simple steps you can take to resolve hardware issues with your PIN pad devices.  The first step to try is reboot the device. Rebooting the PIN pad can resolve many problems, such as the device becoming unresponsive or displaying an error on screen. To do this simply disconnect the device from its power source and wait about 30 seconds. After the time passes plug the device back into the power source and allow it to boot up (this can take a minute or 2 depending on the device.) Once the device is back online, attempt to use the device again.

Troubleshooting Network Connectivity issues

If your device will not wake up, or become active, whenever hitting the charge button in the Credit Card window in SalonBiz, it might be because of connectivity issues to the device:

Troubleshooting a wired device:

• Ensure that other devices on the network can connect to the internet.
• Try plugging a computer or different device into the LAN port. This will determine if that port is online and active.
• Replace the LAN cable for the device if the cable went bad.

Troubleshooting a wireless device:

• Ensure that other devices on the network can connect to the internet.
• Ensure that you can see the wireless bars at the top of the device, next to the battery meter whenever the device is on.
• Check local network settings to ensure that the SSID or Wireless key to access the network has not been changed.

PIN Pad Settings

Ingenico Wireless iSMP4 

• On the Wireless Ingenico models, users can press the “F” five times to access the Communication Settings. This will help to determine if the device is connected to the network. 
  • Users doing this method with see the following information on screen:
    • DHCP – AUTO
    • Hostname – Should be an IP Address (example: 192.168.1.147)
      • If this is missing, you are not connected to your network
    • Connection – Client
    • Hostname – device.tripo…
    • SSL: ON
  • Press F2 to Change Port
  • Press F3 to Change Settings
  • Press F4 to Access Points (Wireless networks)
    • Follow the on-screen instructions to connect the device wirelessly.

Verifone MX 915

• Changing the time and date on the device
  • The system time and date on the device may be incorrect. In order to change this,  press and hold the following buttons down together on the device for about 5 seconds: 1, 5, 9. 
    • This will bring the user to a screen where they are prompted for a password, the default is “166832”, then press the green circle button on the PIN Pad.
• The user will then be taken to a system menu, this is a touch screen, so use the screen to navigate
  • To Change the time and date, along with the time the device will reboot (if enabled), navigate to the following directory: 
    • Administration > Date/Time and then following the on-screen prompts to change the Date and Time or to disable the 24-hour reboot time.
    • Then tap Apply and the settings will be saved. 
    • Navigate back to “Home” and hit Reboot to reboot the device.
    • The device should fully come back online in 1 – 2 minutes.