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Desk/5000 – Communication error

This error occurs when the payment terminal is unable to establish a connection with the payment network. Learn how to troubleshoot communication errors.

Your device may be a different color, instructions are still applicable; Videos are coming soon.

 

Communication Error

  1. Review Ethernet connection
    • Confirm status of Ethernet connection on the status bar:
      • Green – Connected
      • White – Not connected
      • Red – Connected but IP not configured
      • If Ethernet connection is red – Request support from your local IT and or internet service provider regarding your internet connection or IP configuration.
      • If Ethernet connection is white – Check Ethernet connection:
        • Confirm Ethernet cables are securely connected to the ETH port on terminal Magic Box and Ethernet port on the router.
        • Move the Ethernet cable to different Ethernet port on the router or modem, if available:
          • For multiple terminals – Try swapping terminals that aren't working to Ethernet cables of terminals that are working to determine if something is wrong with specific cable or connection from router or modem.
          • Try to restart the modem and determine if the terminal will connect.
      • Confirm internet connection is working. Access any site using a different device from the same network.
    • Once connection has been established – Run a test sale to confirm if terminal will connect.
    • If connection isn’t established – Proceed to the next step.
  2. Restart/reboot the terminal
    • Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
    • Screen will display Reset in Progress and the terminal will reboot.
    • Terminal will go back to the home screen with the Chase logo.
    • If connection isn't established – Proceed to the next step.
  3. Confirm terminal date and time are correct
    • Press the gray [Desktop/Function] key to access the Admin Menu.
    • Select Admin Mode, enter the admin password and press green [Enter] key.
    • Select Tetra Admin.
    • Press [2] for Set Date and Time.
    • Press [1] to configure date and [2] to configure time if needed.
    • Process a test sale after to determine if terminal can communicate with the network.

If your issue is still unresolved, contact the help desk.

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