Troubleshooting - Ingenico iWL250G User Manual

15. Troubleshooting

NB: Merchants shall not change parameters if they are unsure about how to do so. Incorrect setting of parameters can cause
system failures in the terminal, such as communications misalignment. Please contact Nets customer service for assistance;
refer to Section 20.
Table 5: Problems & Solutions
Problem
When I swipe the Merchant Card, why do I get an
"Incorrect Card" message on the terminal display?
How do I reset the Merchant Card's binding?
Who do I contact regarding purchases, reconciliation
and backup solution which are more than 7 days old?
Who do I contact regarding purchases, reconciliation,
backup solutions from the past 7 days?
Who do I contact when I have several terminals with the
same error?
Who do I contact regarding Telenor broadband?
How do I order credit card agreements?
How do I order automatic reconciliation ?
• Not connected to network
• No contact with centre
• I only get backup solutions
Problem
Solution
You have used the wrong Merchant Card and will need to reset the
card details. Go to:
Menu > 9 > 7 ("Reset Merchant Card" option).
The terminal will ask you to enter the Merchant Code (to receive
this code, you must contact Customer Service).
Enter the code into the terminal.
The terminal will ask you to swipe your card. After swiping, you will
be able to use the terminal again.
Go to Menu > 8 > 9 > 1.
Please contact your bank.
Refer to Section 20 for your Customer Service contact number.
Please contact your network provider or shop/chain manager.
Refer to Section 20 for your Customer Service contact number.
Please contact the card acquirer.
Refer to Section 20 for your Customer Service contact number.
General: If the terminal cannot establish contact with the network,
restart the terminal by holding down the yellow "Clear" button and
the full stop/comma button simultaneously. Let go and wait until
the terminal starts up (approx. 30 seconds). Try again.
GPRS: In order for the terminal to be online, the signal strength
(with antenna signal) must first be displayed at the top of the dis-
play. If the signal or antenna do not show after restarting, contact
the network provider to check coverage and subscriptions/SIM
cards. Alternatively, call Nets' Customer Service for additional
troubleshooting of the terminal.
Ethernet/Broadband: Check that the Ethernet cable is connected
to the terminal and the network socket in the wall, switch or router/
modem. Contact your network provider to check the network, or
contact Nets' Customer Service for troubleshooting the terminal.
Solution
Payment Terminals | Page 47 of 54