I have two new Ingenico iPP320 terminals that don't come up with an authorization code. They go straight to the triPOS screen. They have not been paired by us. We did a reboot of each terminal. What do we do now?
By far the most common cause of this behavior is that the triPOS Cloud hardware is unable to connect to the Cloud service. Cloud devices need to be able to communicate with tripos.vantiv.com (Prod) or triposcert.vantiv.com (Cert) on ports 9001 and 443.
If you're sure connectivity is not an issue- for example, if you're able to plug in another triPOS Cloud device on the same connection and it works normally- then the next most common culprit is device mis-configuration. The devices could be configured for triPOS Direct instead of triPOS Cloud. In this case, the devices will need to be replaced or rebuilt by the hardware vendor.
As you alluded, this behavior can also be caused if the serial numbers are already registered on the Cloud service. If you want us to check, e-mail the serial numbers off the large sticker at the bottom of the back plate (#####PP########) to firstname.lastname@example.org.
Thank you for your response. It appears the terminal was not configured for triPOS Cloud after my client's IT ruled out connection issues. I did not think of that when I was searching for answers. We have new terminals coming.
Sorry to hear it, Jodi, though I'm glad you have a path to resolution.
For reference: It's easy to check the iPP320's configuration on the device itself. About 20-30 seconds after reboot, the device will show a system information screen with copyright and a lot of technical info. While this screen is displayed, rapidly and repeatedly press the F2 key to scroll down, and keep doing so even when you reach the bottom. After a few seconds, you should see a "Host:" line appear.
For triPOS Cloud devices, "Host:" will read either tripos.vantiv.com or triposcert.vantiv.com. If it says anything else, the device will not work with Cloud. This also helps you identify definitively whether the device is built for Cert or Prod.
Note, the "Host" line doesn't stay visible for long. Consider grabbing a screenshot with your cell phone camera.
We weren't told how to check the iPP320 configuration. It was just more of a guess that the device was configured incorrectly with the help of tech support. This is great information. I have copied it down for further reference.
This turned out to be some sort of DNS issue. I knew the pin pad was not going to the internet. After the IT person tried the ipp320 with a hot spot he realized the pin pad does work and can get an authorization code. I did not get details on the DNS issue.
Jodi, thank you for following up. I'm glad you were able to resolve the issue fully. Keep us posted if we can help!
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