Troubleshooting Ingenico Bluetooth and Countertop Terminals
No Connection
The terminal prints out a receipt with a DIAG code of 10 in succession, dependent on the connection attempts.
The terminal is unable to make a connection to the acquirer. This issue arises if the terminal can see an Ethernet cable but is not able to connect to the acquirer to process transactions.
If the network boxes are red, the terminal cannot access the internet but it can see the router. Contact your internet service provider.
If the network boxes are grey, the terminal cannot see the network cable. Change the ethernet cable and the port on the router.
If the network connection is green but a logon fails, the software may be too low or a patch may be required to get updated security certificates.
Cause
The terminal's connection to the router has been interrupted.
Lack of internet service, blocked IP addresses and firewalled ports, or low software levels that do not meet the requirements of the acquirer to accept a connection.
Suggested solution
Bluetooth
Power cycle the router and make sure the lights come back on.
Restart both the base and the terminal and reassociate the terminal with the base station.
Verify that the Ethernet cable is connected to the terminal in the correct place and runs directly to the router.
Verify that the network connection on the terminal display is green and try a logon test.
Countertop
Power cycle the router and make sure the lights come back on.
Disconnect the magic cable and all connections from the back of the machine and reconnect.
Bluetooth B is Red, Black, White, or Grey
Cause
Lost connection to base station.
Profile is corrupted or needs to be added.
Faulty base.
Suggested solution
Attempt pair to base.
Remove all other bases and re-add base.
Remove battery and pair to base with no battery.
Ensure that the cables are plugged in and not damaged.
Try a different power socket for the PSU.
Clean the gold connection bars on terminal and base station.
Try a different base if one is available.
Check that the power plug pin into base is firm and not loose.
Connection Box (LAN Status) is White or Red
Cause
Dropped internet connection from terminal or router.
- Can see a network connection but cannot connect to the internet.
- No connection available or connection is not present.
Suggested solution
Check the lights on the router. Restart the router and then the terminal.
Verify that the cables are plugged in and not damaged.
Plug the Ethernet cable into a different port.
Remove phone line cable if one is present.
Remove and re-add the base.
Change the Ethernet cable if possible.
Call your Internet Service Provider and provide the port information and IP addresses.
DIAG 10101010
Cause - Weak connection.
Suggested solution
Verify that the Base B is blue. If it is red or black, see Bluetooth B is Red, Black, White, or Grey.
Verify that the connection symbols are green. If not, see Connection Box (LAN Status) is White or Red.
DIAG 82828282
Cause
Connection is unsteady.
Phone line fault.
Suggested solution
Restart the terminal.
Re-associate to base station.
Intermittent Fault or Slow Performance
Cause
Damaged magic box cable (the curly cable on ICT terminals).
Splitting, cut, wires showing, general wear and tear.
Suggested solution - Order a replacement cable.
Line Busy
Cause - Phone line is detecting phone line in use or noise present on line.
Suggested solution
Make sure nobody is using the phone line.
Contact your phone provider to make sure there is no external noise on the line.
No Answer - DIAG 15151515
Cause - Can connect to the line but not dialling through.
Suggested solution
If the phone line requires a prefix, try 0, 1, 9 or blank.
Contact your phone provider.
No Dial Tone - DIAG 222222
There is no dial tone from the phone line or terminal. The connection box is white, DIAG 222222.
You cannot use a fax line because fax lines cannot handle the software.
You cannot use an Openreach socket because Openreach uses both phone line and internet in a single port.
Cause
The terminal is not connecting to the telephone network.
Incorrect wiring.
Bad telephone line.
Incorrect dialling code or prefix.
Incorrect term param.
Same line in use (by a land line phone for example).
Suggested solution
Plug in a phone to the same line with no terminal attached and see if they can hear a dial tone.
If the phone line requires a prefix, try 0, 1, 9 or blank.
Try a different phone line cable.
Plug into the main phone line port. Do not use a splitter but you can try an ADSL filter.
Contact your phone line provider to make sure there is no noise or fault on the line.
No Dial Tone
There is no dial tone from the phone line or terminal - the connection box is white.
You cannot use a fax line or an Openreach socket because fax lines cannot handle the software and Openreach uses both phone line and internet in a single port.
Cause - No connection to the telephone network.
Suggested solution
Plug in a phone to the same line with no terminal attached and listen for a dial tone.
Try a phantom 9 and then restart the terminal.
Try a different phone line cable.
Plug into the main phone line port. Do not use a splitter but you can try an ADSL filter.
Contact your phone line provider to make sure there is no noise or fault on the line.