← Knowledge Base

iPP320 Card Reader Troubleshooting

The Ingenico iPP320 may have difficulty with transactions due to connection issues, initial card reader settings, or a recent card reader update that didn’t install correctly.

Troubleshooting FAQ

These guides cover talech Register and related POS equipment. Paytura is your merchant services partner; talech provides the register software and device support referenced in these articles.

The Ingenico iPP320 may have difficulty with transactions due to connection issues, initial card reader settings, or a recent card reader update that didn’t install correctly. This article will provide common symptoms, causes, and resolutions.     

 

Note: This card reader is no longer sold or replaced by Elavon but can be replaced with a different reader if the hardware is determined to be faulty after exhausting all troubleshooting steps.
Note: The iPP320 should not be connected directly to your ISP-provided modem or gateway. These devices have a built-in router which is not designed for point-of-sale use and will typically result in failure to communicate with the reader properly. All point-of-sale hardware should be connected to its own network served from a dedicated router behind your ISP's gateway. 

In this article

General Troubleshooting 

Symptom  
Cause  
Resolution  
On the Copyright screen, the iPP320 displays "SSL ERROR" instead of the IP address as expected.    
The readers SSL update has not been installed.    
  1. Press # + yellow button to reboot the reader. 
  2. On copyright screen (showing Ingenico), press 2634 + green button.  
  3. Press 3 - TDA > 0 configuration > 0 communication > 2 Ethernet settings > 11 SSL. 
  4. Press green key to set to ‘No.’ 
  5. Press red X button to save and reboot. 
  6. In talech Register, tart a test transaction to initialize the reader.  
  7. Cancel the transaction.  
  8. Press # and the yellow button to reboot the reader again.  
  9. On the copyright screen (showing Ingenico) press 2634 + green button. 
  10. Press  3 - TDA > 0 configuration > 0 communication > 2 Ethernet settings > 11 SSL. 
  11. If SSL is set to ‘Yes’, press green button to set to ‘No.’ 
  12. Press the yellow button until the reader displays 'Save and Reboot?' then choose 1 - Yes. 
  13. After the reader reboots, in talech Register start a test transaction for $1.00.  
  14. Select Pay > Charge. The update should start automatically and complete.
The IP address on the reader is in a different subnet from the iPad i.e. iPad's IP is 192.168.1.17 and reader is 172.16.0.2.  
The iPad and reader are connected to different networks  
Ensure the reader is connected to the same router that serves the Wi-Fi network to the iPad(s).  
The reader intermittently fails to respond to the iPad or the iPad times out when initializing the reader.  
Local network traffic is dropping  
Verify the ethernet wiring to the reader is working properly, signal strength at the iPad is reliable.  In some cases, ISP-provided routers can drop local traffic while outbound/inbound traffic to and from the internet is unaffected. 
 
talech recommends using an aftermarket router behind the ISP gateway strictly for all POS hardware. A ping test against local devices and an outside server on the internet can confirm the issue.    
IP address of the reader changes requiring the user to update iPad with the new reader address    
DHCP service on the router does not always reassign the same IP address to a device when the previous address expires (typically 7-14 days).    
Set the reader up to use a static Ethernet connection rather than DHCP  
  1. From the Ethernet menu select DHCP.  
  2. Select Static and tap the green button. 
  3. Back on the Ethernet menu, select IP Address and enter the address from the copyright screen.  
  4. Ensure the DNS and Gateway addresses match those provided by your network router.  
The reader displays an error failure in all comm modes.   
The payment application is not correctly loaded on the terminal.   
There is no in-field fix for this issue. The reader must be replaced with one that is updated for use with talech. 
  Reader displays Press F For Menu or PAYMENT. Pressing the green button yields a screen asking for the payment amount in EURO.  
  This happens if the device is shipped without the payment processor's payment application loaded to the device.  
The device must be exchanged by the processor.  
The reader is unresponsive following brownout, network interruption, or if 2 iPads have been connected to the same reader simultaneously.  
The reader can sometimes require re-initialization by the app.  
Force-quit the application by double-tapping the home button on the iPad. Then swipe up on all windows including the talech register application. Re-launch the app and attempt to start the transaction again.  
The reader seems to partially respond when tapping Start Transaction but gives an error during the transaction.    
The connection to the router might be affected by an issue with the ethernet cable.    
Try connecting the iPP320's ethernet cable into another open jack on the router if possible. If not, try pulling and re-inserting the cable. Re-launch the app and attempt to start the transaction again.  If it still doesn't go through, then it might be the router. If it doesn't affect other devices connected on the router, recommend trying to reboot router. Make sure they know Wi-Fi password if needed.  
Reader displays THIS LANE CLOSED message.   
This message appears when the reader isn't connected to any register.    
  
Unless there are other symptoms this is normal if the reader isn't in-use. Once the reader has been connected in the talech register and a transaction has been initiated, the message should change to 'Welcome' when the reader is idle.  

 

Update the card reader with talech Register 

Periodically, the card reader needs to update which if not downloaded and installed correctly may interfere with processing card transactions. If you are experiencing issues with a recent card reader update, follow these steps to update the card reader with the talech Register app.

  1. Log into talech Register. 
  2. Check version # - make sure version is at least 6.9.0.0 (bottom right-hand corner). 
  3. Go to Back Office > Settings > General. 
  4. Scroll down on the right to Payment > Card reader. 
  5. On the reader IP and port clear out the box so they are both blank. Change card reader to Lane 3000 (this should now have a check mark next to it on the right-hand side). 
  6. Get iPad IP address. 
  7. Log out of talech Register to the email/password screen.  
  8. Force close talech app. If the iPad has home button, press twice simultaneously, or swipe up from the middle bottom of the iPad and swipe away talech app to close. 
  9. On the iPad open Settings > General > About. Make sure the iPad OS Software version is current or at least 15. Updates may take up to 20 minutes if not updated fully. iOS 15 + is required, anything older is not compatible. 
  10. On iPP320, reboot reader by pressing # and Yellow button. 
  11. On copyright screen (showing INGENICO), press 2634 and Green button 
  12. Press 3 for TDA > 0 configuration > 0 communication > 2 Ethernet settings > 11 SSL. 
  13. Press Green button to set to No. 
  14. Press Red X button to save and reboot. 
  15. When reader reboots, find the IP address when on copyright screen by scrolling down to the bottom. You may need to reboot the card reader again to get to the copyright screen as it is quite fast if you don’t scroll down. 
  16. Open the talech Register app and sign back in. 
  17. Go to Back Office > Settings > Card reader. 
  18. Change back to iPP320. 
  19. On the reader IP and port clear out the box. Change back to iPP320. 
  20. Input IP and port (should be 12000 for port). 
  21. Go back to talech Register. 
  22. Add a custom item for $1.00. 
  23. Select Pay > Charge. Update should start automatically and complete. 
  24. If the SSL mode stays as No, after the update, reboot the reader and change SSL to Yes.  
    1. On iPP320, reboot reader by pressing # and Yellow button. 
    2. On copyright screen (showing INGENICO), press 2634 and Green button.
    3. Press 3 for TDA > 0 configuration > 0 communication > 2 Ethernet settings > 11 SSL. 
    4. Press Green key to set to Yes.  
    5. Press Red X button to save and reboot. 

Need more help?

  • talech training & device support (24/7): 1-888-995-1998
  • Paytura merchant support (24/5): 1-855-4-PAYTURA or contact Paytura

Related articles