Desk/5000: Communication errors

Communication errors

1. Review Ethernet connection
   • Confirm the status of the Ethernet connection on the status bar (see table below)
     
     

     Ethernet Connection Status (by colour)	Description	Recommended Troubleshooting Steps
     Green	Connected	Run key exchange and test sale to confirm the terminal is connected
     Orange	Connection in progress	Wait for the colour indicator to either display a green light (Successful connection) or a white light (Unable to connect)
     White	Not connected	Check Ethernet connection: Confirm Ethernet cables are securely connected to both the ETH port on terminal Magic Box and the Ethernet port on the router Move the Ethernet cable to an alternate Ethernet port on the router or modem, if available If you have multiple terminals, try swapping terminals that aren't working to Ethernet cables of terminals that are working to determine if something is wrong with the specific cable or connection from the router or modem Try to restart the modem and determine if the terminal will connect (refer to step 2 below) Confirm internet connection is working. Access any site using a different device connected to the same network

     
     
   • Once the connection has been established, proceed to perform a key exchange and then run a test sale to confirm if the terminal will connect, if not, proceed to step 2.
     
     
2. Restart/ reboot the terminal
   • Press the # and the yellow [Correction] key at the same time for 5 seconds.
   • The screen will show "Reset in Progress" and terminal will reboot.
   • The terminal will go back to the Home Screen with the Chase logo.
   • If the connection isn't established, go to the next step.
     
     
3. Perform key exchange
   • Determine if the terminal can connect to the server.
     • If the key exchange returns as a success, perform a test sale.
     • If not, proceed to the next step.
       Note: This step will automatically correct the terminal date and time.
       
       
4. Perform ping test on terminal
   • Determine if the terminal is connected to the Internet.
     • If failed, refer to Internet Service Provider (ISP) or IT Manager to determine the issue with the network connection.
     • If passed, call Chase Support for further assistance.