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--- ingenico_i6550_-_the_missing_article [2012/06/12 16:19 (12 years ago)] – lcordell
+++ ingenico_i6550_-_the_missing_article [2022/02/24 11:05 (2 years ago)] (current) – asegert_windwardsoftware.com
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 ====== Ingenico i6550 - The Missing Article ======
+<note warning>This Device is NOT SUPPORTED</note>
 //Note that this article covers the latest versions 6.0.50.x & 6.0.60.x//
@@ Line 8: / Line 12: @@
 //Device and loading forms.//
-Having spent a good while working with these machines, I have finally pooled enough knowledge to write a good article to help everyone get better with these things. I will also add to this over time should I run into other conundrums involving this device.
+==== Disclaimer ====
+//This is not meant to be a bible to the I6550. When running into problems please do use your amazing technical support troubleshooting skill when you cannot find a solution in this guide. Sometimes asking simple questions can help. Things like: What are we plugged into? Where did we get the pad from? Is it turned on? Are we set to Eth on the initialising screen when booting up the pin pad or are we still on Serial on the pin pad? What drivers are we running? Did we check over all of our settings? What is our port number? Do we have a DHCP server on the router/server? Cards won't swipe, have we done an MSR Diagnostic on the Pin Pad? Are we using a Serial to USB Connector (Never do this)? Questions like this, always imagine you are there and what you would check when setting this device up. Let the customer be your eyes and try to visualize what is going on in the work environment.//
+==== Introduction ====
+Having spent a good while working with these machines, I have finally pooled enough knowledge to write a good article to help everyone get better with these things. I will also add to this over time should I run into other conundrums involving this device. This is (almost) everything I've learned with this device so far, and, as I keep adding to it, it could get cluttered. Please also remember to do your own basic troubleshooting when things aren't going as planned...
 ===== ¿ Questions To Ask ? =====
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 ''Some people in the past have purchased their pin pads on auction websites or from shops/stores. This is not good. The devices should always be bought through a recommended dealer, they need to be.''
-  * **//"Are you encrypted for Mercury?"//** Make sure the device has a sticker on it for JR's POS Depot (A company we recommend customers have their devices encrypted).
+  * **//"Has your Pin Pad been encrypted for Mercury?"//** Make sure the device has a sticker on it for JR's POS Depot (A company we recommend customers have their devices encrypted).
 ''The device needs to be encrypted to handle Debit card sales, however credit sales should go through regardless of encryption. Be wary however, a device bought from Ebay or not a recommended dealer, could have an encryption in there already, this means money or sales or data could be sending to someone else and not Mercury, which could be very detrimental to the customer and their business, and could cost them money in the long run.''
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 ''The i6550 runs its own application on the machine, this application can vary depending on where the pin pad was bought from. Some people purchase them online from auctions or shops. This means they can end up not having UPOS on it. I.e. If a pin pad is purchased from somewhere like Walmart or Block Busters. Then it will have its own hard coded interface application on it, that won't be compatible with the OPOS Drivers. Which, effectively, won't load any forms onto it, nor have any useful functions to the customer.''
+  * **//"Are you running a wireless network to your pinpads?"//**
+''Ensure your a not running your PINPAD over wireless. We support Terminal Services via wireless, because there is not data being transmitted, just screen and keyboard, however PINPADs transmit data. Wireless networks will drop or delay data much more often than wired networks.''
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 Once you've done this, you should be able to go to a command prompt on the Remote Desktop and type CHANGE PORT /QUERY to see the mapped COM Ports being forwarded, once you've done this you know that the Pin Pad will load forms.
-Next you're going to want to make sure the Pin Pad is configured properly for Serial. Hit [1] [CANCEL] & [ENTER] at the same time on the Pin Pad. Then hold down [1] [3] together straight away until the menu loads up. Then go to Supervisor Menu - Password 2634. Once you're in there go to System Parameters -> Setup Port. Go to PORT 1 & PORT 3 and make sure they're set to RS232 for Serial. On PORT 3 be sure to set the right value in the LOCAL IP PORT option i.e. Pin Pad 1 we might want as Port 8001, and Pin Pad 2 we might want 8002 etc.
+Next you're going to want to make sure the Pin Pad is configured properly for Serial. Hit [1] [CANCEL] & [ENTER] at the same time on the Pin Pad. Then hold down [1] [3] together straight away until the menu loads up. Then go to Supervisor Menu - Password xxxx. Once you're in there go to System Parameters -> Setup Port. Go to PORT 1 & PORT 3 and make sure they're set to RS232 for Serial. On PORT 3 be sure to set the right value in the LOCAL IP PORT option i.e. Pin Pad 1 we might want as Port 8001, and Pin Pad 2 we might want 8002 etc.
 The Cancel button will take the customer back a menu, it's also advisable to use fingers instead of the pen as the pen has a habit of pushing things you don't want. Using your finger on the bottom and top right of the screen should scroll up and down the menu also. Next you want to set the HOST PORT to PORT 1. Now hot cancel until you come out of all the menus and the Pin Pad reboots. Once it's rebooted and intialised it should say HostPort: COM1,RS232:8001 or something similar.
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 ===== DRIVERS =====
-For the Pin Pad to work properly with System Five we need 3 things installed. The OPOS Software, the Form Designer and the Com Objects. These can be located in the following ZIP file on the FTP server. Note that the new drivers need to be applied to 6.0.50.x and 6.0.60.x as the old ones won't work. [[ftp://ftp.windward-ca.com/pub/special/ingenico_s5_latest.7z|INGENICO I6550 DRIVERS]] You will need 7ZIP to extract the drivers.
+For the Pin Pad to work properly with System Five we need 3 things installed. The OPOS Software, the Form Designer and the Com Objects. These can be located in the following ZIP file on the FTP server. Note that the new drivers need to be applied to 6.0.50.x and 6.0.60.x as the old ones won't work. [[ftp://ftp.windward-ca.com/pub/mercurypay/ingenico_s5.zip|INGENICO I6550 DRIVERS]] You will need 7ZIP to extract the drivers.
 Once you've unzipped this file place the folder in the root directory of C:\ So you will end up with C:\ingenico_s5
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 The following [[http://wiki.wws5.com/doku.php?id=faq:setup_signature_capture|article]] can help you with any Sig Cap queries you might have.
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 Okay so here are a few common errors or problems and fixes.
-  * //Error OPOS device not claimed// - This means that it can't find the device on the port, meaning you need to check the connection.
+  * **//Error OPOS device not claimed//** - This means that it can't find the device on the port, meaning you need to check the connection.
-  * //Error opening OPOS device// - This means that an instance of the form designer is still opened somewhere, go to task manager and close it.
+  * **//Error opening OPOS device//** - This means that an instance of the form designer is still opened somewhere, go to task manager and close it.
-  * //I always get an error loading forms when I set it up in System Five, even though I just loaded forms into the form designer fine// Sometimes after you've set it up in OPOS and loaded forms in through the Designer, then go to System Five and select the device from the menu, it can mess up your driver settings. If it says error loading forms, just open up the OPOS Driver Config, you'll see menus on top of menus, select the device type which should set it back to normal, then try loading forms to the correct device and port again, it should work.
+  * **//I always get an error loading forms when I set it up in System Five, even though I just loaded forms into the form designer fine//** Sometimes after you've set it up in OPOS and loaded forms in through the Designer, then go to System Five and select the device from the menu, it can mess up your driver settings. If it says error loading forms, just open up the OPOS Driver Config, you'll see menus on top of menus, select the device type which should set it back to normal, then try loading forms to the correct device and port again, it should work.
-  * //I keep getting file trust issues when I load System Five// Did you remember to re-register the System Five OCX files? If not go up to the drivers section and re-read it.
+  * **//I keep getting file trust issues when I load System Five//** Did you remember to re-register the System Five OCX files? If not go up to the drivers section and re-read it.
-  * //Declined UNAUTH USER// Make sure the customer has a sticker on the side of their pin pad saying JR's POS DEPOT, and make sure that it says Mercury beneath it. Also check their setup sheet from Mercury, make sure they are set up for Debit.
+  * **//Declined UNAUTH USER//** Make sure the customer has a sticker on the side of their pin pad saying JR's POS DEPOT, and make sure that it says Mercury beneath it. Also check their setup sheet from Mercury, make sure they are set up for Debit.
-  * //Bad Track 1 or 2 error// If you're getting a bad track error, you may want to do some general troubleshooting. However be sure to check the diagnostic on the pin pad for the MSR. We need track 2 in order to make sales with these pin pads, track 2 is very important. So what we need to do is hold down [1] [Cancel] [Enter] then release. Once we have done this we need to hold down [1] & [3] to boot into the Extended Menu. Go to Diagnostic Menu, once we're here go to Mag Stripe Reader. Have the customer swipe multiple cards. If only track 1 or 3 or no tracks are being detected, then the pin pad is faulty and needs to be fixed, if however track 2 is being detected on all cards, then it could be the card that was swiped during the sale. Sometimes when a bad track error comes up, and the diagnostic menu does read track 2, it could just be a dirty or scratched card, try performing the sale again or using another card.
+  * **//Bad Track 1 or 2 error//** If you're getting a bad track error, you may want to do some general troubleshooting. However be sure to check the diagnostic on the pin pad for the MSR. We need track 2 in order to make sales with these pin pads, track 2 is very important. So what we need to do is hold down [1] [Cancel] [Enter] then release. Once we have done this we need to hold down [1] & [3] to boot into the Extended Menu. Go to Diagnostic Menu, once we're here go to Mag Stripe Reader. Have the customer swipe multiple cards. If only track 1 or 3 or no tracks are being detected, then the pin pad is faulty and needs to be fixed, if however track 2 is being detected on all cards, then it could be the card that was swiped during the sale. Sometimes when a bad track error comes up, and the diagnostic menu does read track 2, it could just be a dirty or scratched card, try performing the sale again or using another card.
+  * **//The Authorization Screen freezes up after approval, the Approved button is greyed out and I can't do anything//** I have found this mainly happens for Debit cards. Debit cards act different to Credit Cards. Check on the Receipts tab in the Credit Card set up and make sure you at least have a printer set up for the Merchant copy. If this doesn't fix it, it could be connectivity: Check to make sure all pin pads (If using ethernet), have separate port numbers. If they're using term services and a serial cable, this could cause slowness and crashes, get them on ethernet. Do your due diligence and troubleshoot :)
+  * **//This application failed to start because side-by-side-configuration is incorrect //** I found that this error was due to user permissions, while I haven't pin pointed the exact fix, this can be dealt with by logging in as admin, configuring and loading in forms and doing a test sale. If it works, log in as a regular user, it should work now, however you will only be able to configure the pin pad as admin.
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 http://ingenico.berylapp.com/INGENICO_GALLERY_CONTENT/Documents/USA/products/multilane/DL00458_RevE_i6500.pdf
 ===== =====
-Please let me know if you think additions or revisions need to be added to this document. I will do my best to keep this updated should I run into anymore conundrums with the i6550. Remember, don't be scared to go Ethernet, it really is the best way forward and usually headache free. If it isn't you are doing it wrong; read this article again.
+Please let me know if you think additions or revisions need to be added to this document. I will do my best to keep this updated should I run into anymore conundrums with the i6550. Remember, don't be scared to go Ethernet, it really is the best way forward and usually headache free. If it isn't you are doing it wrong; read this article again or do some basic techie troubleshooting (You can do it!).
 ALSO! I would strongly advise trying to get every customer running these machines under Ethernet, as they are a lot more reliable. So if in doubt, use Ethernet!