Troubleshooting; Error Messages - Moneris iCT250 Getting Starded Manual

3 Troubleshooting

If you are unable to resolve the problems listed in this section or you require further information
or assistance, contact Moneris (go to Merchant support on page 33).

3.1 Error messages

Error message
HOST CONNECTION
FAILED
or
TCP CONNECTION
FAILED
Solution
1. If you are using dial or dial backup, ensure that you configured the
correct dial prefix (see page 13) if one is required for dialling out at
your location. If you are not using dial or dial backup, go directly to
step 2 below.
2. Make sure all Ethernet cables are properly plugged into the
networking devices (e.g., routers/switches/ hubs/internal wiring, etc.)
at your location (refer to the Moneris IP Readiness Checklist available
at moneris.com/checklist if you are not sure), but note:
 If there are firewall restrictions on traffic from your local area
network (LAN) to the Internet, you must update your firewall
configuration to allow messages from the IP-enabled terminal to
pass through your gateway. However, do not use the
ipg1/2/3.moneris.com address (the Moneris Production Host
URL/Moneris Production Host name) as referenced in the IP
Readiness Checklist (page 3 of that document). Instead, you must
use the ipgt1.moneris.com address, which is the Moneris Test
Host URL/Moneris Test Host name.
3. Confirm that your network is functioning:
 Public Internet: Contact your ISP (Internet service provider) for
assistance.

Corporate WAN: Call your corporate help desk to confirm that the
corporate WAN is functioning properly.
4. Once you have confirmed that your network is functioning, do one of
the following:
 If you were configuring static IP communication settings when
the error occurred, go to step 5 below.

If you were performing a first initialization-logon (or
reinitialization-logon) when the error occurred, perform a
reinitialization-logon by following the procedure on page 18.
5. Press the key twice, key in 11, and press the green
6. When the HOST SETUP menu appears, press the red
(Continued on the next page.)
key.
key once.
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