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Note that this article covers the latest versions 6.0.50.x & 6.0.60.x Also note that this is only troubleshooting the device itself and getting it to work, it is not a step by step guide to running DSI Client etc, as this is covered in other articles Please refer to this when you encounter issues with the Device and loading forms.
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.
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…
Some things to address with the customer:
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.
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.
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.
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.