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Technology issue impacting certain POS devices

Update: A download is required to prevent payment processing issues. Please follow the instructions on this page to install a manual update on your device.

An outdated SSL (secure sockets layer) certificate resulted in unplanned downtime. All devices on this page need to manually install an update using the outlined steps.

If you have a Tetra device (Desk/5000 or Move/5000), 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 your terminal display shows:

  • Sale/Return/Void, you have a standalone configuration  
  • Welcome/Bonjour, you have a semi-integrated configuration
  • iPay@Table, you have an iPay@Table configuration

If you have a Telium terminal, simply choose your device to jump to its download instructions. 

Choose your device below

Note: The colour of each device may vary. 

iWL220

See Instructions

iCT250

See instructions

iCT220

See instructions

Desk/5000

Standalone
Semi-integrated

Move/5000

Standalone
Semi-integrated
iPay@Table

iWL250

See instructions

 

Instructions for standalone devices

Obtain a dynamic password

Call our automated phone line at 1-800-265-5158 using the phone number on file 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.

 

Delete the batch on the terminal

  1. Choose Admin to view the admin menu
  2. Choose 2 – Batch Menu, then 3 – Delete Batch
  3. Key in the dynamic password. The screen will display Print Batch Details Report – Yes/No
  4. Choose Yes and save the report for future reference. The screen will display Deletion – Yes/No
  5. Choose 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, choose Reports
  2. Select 4-Open Pre-Auth and 1-Print
  3. From the main menu, choose Void. The screen will display Void Pre-Auth –Yes/No
  4. Press Yes

 

Download and install the update 

  1. From the main menu, choose 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. Choose 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
    • 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

 

Instructions for semi-integrated devices

 

Switch to standalone

  1. Press the cash register icon in the top right corner. The screen will display Switch to Standalone?
  2. Choose Yes. The screen will display the Sale/Return/Void icons 

 

Obtain a dynamic password

Call our automated phone line at 1-800-265-5158 using the phone number on file 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.

 

Delete the batch on the terminal

  1. Choose Admin to view the admin menu
  2. Choose 2 – Batch Menu, then 3 – Delete Batch
  3. Key in the dynamic password. The screen will display Print Batch Details Report – Yes/No
  4. Choose Yes and save the report for future reference. The screen will display Deletion – Yes/No
  5. Choose 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, choose Reports
  2. Select 4-Open Pre-Auth and 1-Print
  3. From the main menu, choose Void. The screen will display Void Pre-Auth –Yes/No
  4. Press Yes

 

Download and install the update 

  1. From the main menu, choose 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. Choose 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
    • 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

 

Instructions for iPay@Table devices

 

Switch to standalone

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

Obtain a dynamic password

Call our automated phone line at 1-800-265-5158 using the phone number on file 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.

 

Delete the batch on the terminal

If you do not have a batch to delete, you can proceed to the Download section. 

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

 

Download and install the update 

  1. From the main menu, choose 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. Choose 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
    • 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

 

Instructions for iCT220, iCT250 and iWL220

If you have an iWL220 terminal, we recommend you place it on the charging/communication base to avoid running out of battery during the download.

 

Change the date and time on your terminal to 9/22/2024; 0800

  1. From the idle menu/screensaver, press the [#] key to access the Admin menu
  2. If prompted for your Manager Password, please enter it
  3. Press [3] or scroll to Setup Menu and press Enter
  4. Press [5] for Terminal Settings
  5. Press [8] to set the date and time
  6. If prompted for your Manager Password, please enter it
  7. Set the date using the DDMMYY format
  8. Set the time using the HHMM format
  9. Press Ok to save
  10. Press the Red/Cancel key to exit and return to the main menu

 

Settle any open batch

If you have an open batch, settle it now.

 

Download and install the update

  1. From the idle menu/screensaver, press the [#] key to access the Admin menu
  2. If prompted for your Manager Password, please enter it
  3. Press [4] or scroll to Maintenance and press Enter
  4. Press [1] for Download
  5. Press [0] for Configure
  6. Press [1] for Partial
  7. Press the button that corresponds to your connection type
  8. Press Enter on the IP Type menu
  9. Press Enter for Host IP/Name
  10. Press Enter for Host Port
  11. Press [0] to enable SSL
  12. Press Enter for Model
  13. Press Enter for Application Name
  14. Press Enter for Terminal ID
  15. Press [1] for Download

During the update process, the terminal will reboot several times. Do not press any buttons while the device is updating. A receipt will print when the download is complete. Once you are done, you can update your date and time and try a test transaction.  

 

Instructions for iWL250

Before you begin, we recommend you place your terminal on the charging/communication base to avoid running out of battery during the download.

 

Change the date and time on your terminal to 9/22/2024; 0800

  1. From the idle menu/screensaver, press the [#] key to access the Admin menu
  2. If prompted for your Manager Password, please enter it
  3. Press [3] or scroll to Setup Menu and press Enter
  4. Press [5] for Terminal Settings
  5. Press [8] to set the date and time
  6. If prompted for your Manager Password, please enter it
  7. Set the date using the DDMMYY format
  8. Set the time using the HHMM format
  9. Press Ok to save
  10. Press the Red/Cancel key to exit

 

Settle any open batch

If you have an open batch, settle it now.

 

Download and install the update

  1. From the idle menu/screensaver, press the [#] key to access the Admin menu
  2. If prompted for your Manager Password, please enter it
  3. Press [4] or scroll to Maintenance and press Enter
  4. Press [1] for Download
  5. Press [0] for Configure
  6. Press [1] for Partial
  7. Press [4]  for GPRS
  8. Press Enter for Access Point
  9. Press Enter for Username
  10. Press Enter for Password
  11. Press Enter for Host IP/Name
  12. Press Enter for Host Port
  13. Press [0] for SSL On
  14. Press Enter for Model
  15. Press Enter for Application Name
  16. Press Enter for Terminal ID
  17. Press [5] or [6] for Advanced CFG
  18. Press [1] for Packet Size
  19. Press [4] to confirm Packet Size is 4K
  20. Press [1] for Download

During the update process, the terminal will reboot several times. Do not press any buttons while the device is updating. A receipt will print when the download is complete. Once you are done, you can update your date and time and try a test transaction.  

 

We’re here to help

We understand how important device uptime is to your business. If you have questions or further concerns, please contact us.