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Technology issue impacting certain POS devices

Please check back here for regular updates.

Update: A fix has been implemented for certain terminals. Please try processing a test transaction.

  • If the transaction is successful, you can continue processing card payments. For Desk/5000 and Move/5000 only, please be sure to complete the steps below at your earliest convenience
  • If the test transaction is not successful, follow the below instructions specific to your terminal type

An outdated SSL (secure sockets layer) certificate is resulting in unplanned downtime for certain Ingenico terminals. Some devices may need to manually install an update using the below steps. Before you begin, you’ll need your administrator password.
 

How to download and install an update to correct expired SSL issue

Before you begin, check the terminal configuration you have by viewing your terminal display, then use the set of instructions specific to your configuration to download and install the update. If you have an Ingenico iCT250 or iWL250 terminal, you can go directly to that section.

If your terminal display shows:

Instructions for a standalone configuration
 

Settle any open batch

If you have an open batch, you’ll need to settle your batch before you can download the update (if you do not have an open batch, skip to the Download section).
 

Obtain a dynamic password

Using a phone number on file with us, call our automated phone line at 1-800-265-5158 to obtain a dynamic password
For security reasons, you’ll need to authenticate with your MID, postal code and the last 4 digits of your demand deposit account number. 
 

Settle the batch on the terminal

  1. Select Admin to view the admin menu
  2. Select 2 – Batch Menu, then 3 – Delete Batch
  3. Key in the dynamic password
    The screen will display, Print Batch Details Report–Yes/No
  4. Select Yes
    Save the report for future reference. The screen will display, Deletion–Yes/No
  5. Select Yes
    The screen will display, Deletion Complete
  6. Press the red/X key to exit the Batch menu
     

If you support pre-authorizations, print a pre-authorization report

  1. From the main menu, select Reports
  2. Select 4-Open Pre-Auth and 1-Print
    Keep the printed report     and following the successful completion of the update, contact our help desk to ensure these pre-authorizations are captured and funded
  3. From the main menu, select void
    The screen will display, Void Pre-Auth–Yes or No
  4. Press Yes
     

Download and install the update

  1. From the main menu, select Admin to view the admin menu, then 4-Maintenance
  2. Enter your manager ID and password; if you do not know your manager ID or password, call our help desk at 1-800-265-5158
  3. Select 1-Download, then 2-Start Download
    • If the terminal displays, Pre-auth Exists, you need to print a pre-authorization report before you can download the update
    • If the terminal displays, Must Settle Batch, you’ll need to settle it with the instructions in the Settle an open batch section.

    The terminal will install the update, which will take approximately 15–20 minutes. During the update, the terminal will automatically reboot several times. (Do not manually reboot the terminal.) When the update is complete, the terminal will:

    • Print a report displaying, Download Completed – Parameter Update Successful
    • Automatically perform a key exchange and an EMV download
    • Display Sale/Return/Void icons
  4. Perform a test transaction to validate the device is working properly

    5. If you do not remember your Admin password or need additional support, please call the customer support team at 1-800-265-5158. Note: due to very high call volume, we are experiencing unusually long hold times. Your patience is appreciated.
     

Instructions for a semi-integrated configuration (TSI)


Switch to standalone mode

  1. Press the Cash Register icon located at the top right corner
    The screen will display, Switch to Standalone? 
  2. Select Yes
    Your screen will display the Sale/Return/Void icons 
     

Settle any open batch

If you have an open batch, you’ll need to settle your batch before you can download the update (if you do not have an open batch, skip to the Download section).
 

Obtain a dynamic password

  1. Using a phone number on file with us, call our automated phone line at 1-800-265-5158 to obtain a dynamic password
    For security reasons, you’ll need to authenticate with your MID, postal code and the last 4 digits of your demand deposit account number. 
     

Settle the batch on the terminal

  1. Select Admin to view the admin menu
  2. Select 2 – Batch Menu, then 3 – Delete Batch
  3. Key in the dynamic password
    The screen will display, Print Batch Details Report–Yes/No
  4. Select Yes
    Save the report for future reference. The screen will display, Deletion–Yes/No
  5. Select Yes
    The screen will display, Deletion complete
  6. Press the red/X key to exit the Batch menu
     

If you support pre-authorizations, print a pre-authorization report

  1. From the main menu, select Reports
  2. Select 4-Open Pre-Auth and 1-Print
    Keep the printed report     and following the successful completion of the update, contact our help desk to ensure these pre-authorizations are captured and funded
  3. From the main menu, select Void
    The screen will display, Void Pre-Auth  Yes or No
  4. Press Yes
     

Download and update

  1. From the main menu, select Admin to view the admin menu, then 4-Maintenance
  2. Enter your manager ID and password; if you do not know your manager ID or password, call our help desk at 1-800-265-5158
  3. Select 1-Download, then 2-Start Download
    • If the terminal displays, Pre-auth Exists, you need to print a pre-authorization report before you can download the update
    • If the terminal displays, Must Settle Batch, you’ll need to settle it with the instructions in the Settle an open batch section.

    The terminal will install the update, which will take approximately 15–20 minutes. During the update, the terminal will automatically reboot several times. (Do not manually reboot the terminal.) When the update is complete, the terminal will:

    • Print a report displaying, Download Completed – Parameter Update Successful
    • Automatically perform a key exchange and an EMV download
    • Display the Sale/Return/Void icons
  4. Perform a test transaction to validate the device is working properly

If you do not remember your Admin password or need additional support, please call the customer support team at 1-800-265-5158. Note: due to very high call volume, we are experiencing unusually long hold times. Your patience is appreciated.

Instructions for the iPay@Table (Move/5000) configuration


Switch to Standalone

  1. Press the silver key/black dot for the desktop menu
  2. Press the Chase octagon to launch the Chase standalone application
     

Settle any open batch

If you have an open batch, you’ll need to settle your batch before you can download the update (if you do not have an open batch, skip to the Download section).
 

Obtain a dynamic password

  1. Using a phone number on file with us, call our automated phone line at 1-800-265-5158 to obtain a dynamic password
    For security reasons, you’ll need to authenticate with your MID, postal code and the last 4 digits of your demand deposit account number. 

Settle the batch on the terminal

  1. Select Admin to view the admin menu
  2. Select 2 – Batch Menu, then 3 – Delete Batch
  3. Key in the dynamic password
    The screen will display, Print Batch Details Report–Yes/No
  4. Select Yes
    Save the report for future reference. The screen will display, Deletion–Yes/No
  5. Select Yes
    The screen will display, Deletion Complete
  6. Press the red/X key to exit the Batch menu

Download and update

  1. From the main menu, select Admin to view the admin menu, then 4-Maintenance
  2. Enter your manager ID and password; if you do not know your manager ID or password, call our help desk at 1-800-265-5158
  3. Select 1-Download, then 2-Start Download
    • If the terminal displays, Pre-auth Exists, you need to print a pre-authorization report before you can download the update
    • If the terminal displays, Must Settle Batch, you’ll need to settle it with the instructions in the Settle an open batch section.

    The terminal will install the update, which will take approximately 15–20 minutes. During the update, the terminal will automatically reboot several times. (Do not manually reboot the terminal.) When the update is complete, the terminal will: 

    • Print a report displaying, Download Completed – Parameter Update Successful
    • Automatically perform a key exchange and an EMV download
    • Display the Sale/Return/Void icons
  4. Perform a test transaction to validate the device is working properly

If you do not remember your Admin password or need additional support, please call the customer support team at 1-800-265-5158. Note: due to very high call volume, we are experiencing unusually long hold times. Your patience is appreciated.
 

Instructions for the Ingenico iCT250 and iWL250 terminals


Do NOT take these steps if a test transaction was successful.

  1. Press the # Key to view the Admin menu
  2. If prompted, enter the Admin password
  3. Select 3 – Setup Menu
  4.  If prompted, enter your Manager password
  5. Select 2 – Communications
  6. Select 3 – Ethernet
  7. Select 2 – Ethernet Setup
  8. Select your IP address type:
    1. If you are using a Dynamic IP address, select Dynamic
    2. If you are using a Static IP address, select Static
  9. Select 3 – Host URL 1
  10. Press the Yellow Key to Clear URL string
  11. Enter netconnectkaa.chasepaymentech.com by using the number/letter keys followed by the F key to select the appropriate letters and symbols
  12. Press Enter
  13. Select 3 – Host URL 2
  14. Press the Yellow Key to Clear URL string
  15. Enter netconnectkaa.chasepaymentech.com by using the number/letter keys followed by the F key to select the appropriate letters and symbols
  16. Press Enter
  17. Simultaneously press the Yellow and # keys at the same time to reboot the terminal
  18. Once complete, please perform a test transaction to validate the device is working properly

If you do not remember your Admin password or need additional support, please call the customer support team at 1-800-265-5158. Note: due to very high call volume, we are experiencing unusually long hold times. Your patience is appreciated.
 

We’re here to help

We understand how important device uptime is to your business. Our technology teams are engaged to determine the root cause of the issue preventing the automatic update and prevent a recurrence. If you have questions or further concerns, please contact us.