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Q: Why do I receive an SLR COMMUNICATIONS ERROR message after inserting or swiping the credit
card?
A:
The SLR COMMUNICATIONS ERROR means that the pinpad is unable to reach the payment processor within
the expected time frame. This is generally a network issue caused by a blocked port, an ISP outage, or too
much traffic somewhere on the network downstream from the device. Please review page 11 of this guide and
be sure the device is not connected to a network switch. A direct connection to a router or wall jack with
known internet service is recommended.
Please re-attempt the payment. If a re-attempt is unsuccessful, refer this issue to your Network administrator or IT
to:
1. See important recommendations for improving athenaNet performance here:
https://community.athenahealth.com/community/resource-center/tech/blog/2018/01/30/improving-
athenanet-connectivity.
2. Test connecting the device on a different network or at a known working connection. If the device
encounters this error on another network, or if a known working device works fine on this network, we
may replace the device.
Terminal Firmware Updates
Elavon and athenahealth will occasionally issue a "firmware" update for the Simplify software running on the
Ingenico terminal itself. These updates can add new features and improve security. To check which version of
the software you have, press the '0' key at the athenahealth logo screen.
Major updates will be pushed out automatically as part of an athenaNet monthly release, and will trigger the
first time a payment is attempted after the update is made available. When this is the case, a release note will
indicate the update. The update process will result in a user seeing a dialog box indicating an update is
necessary, which will then prompt the device to update. The expected number of major updates per year is
~1-2 updates.
Manual Update Procedure (Simplify Firmware)
In order to minimize disruption to workflows, minor updates will not be pushed out automatically. Users who
want to receive these updates sooner may need to update their terminals manually as described below. In
addition, the procedure below may be useful for clients needing to troubleshoot, or in case the automatic
update process for major releases is not working correctly.
1. Hold down the yellow and # buttons on the Ingenico terminal until you hear it chirp, then release the
buttons.
2. Interrupt the normal bootup: Watch the Ingenico screen during the bootup. When you see the
Initialization screen or any other screen where the "Enter" black box appears (see below), press the
green key to interrupt normal bootup and bring up the "Elavon Sub Menu".
© 2018 athenahealth, Inc.
Credit Card Plus: Ingenico iPP320
Rev 1.52 - Page 16
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Troubleshooting
