iCT250 Connection Troubleshooting

Connection

We need to establish how your terminal is attempting to connect. If you’re not sure, look at the back of your terminal and check which port is being used. You can then use the images below to identify your connection method.

Broadband

If you are experiencing a problem connecting your terminal via broadband, please check that:

  • The ethernet cable is plugged into your terminal and router correctly
  • You can connect to the internet on your other devices
    • If you are unable to connect other devices to the internet, please contact your internet service provider

If your terminal is still unable to connect, please restart your terminal by doing the following:

  1. Switch the terminal off by unplugging the power cable
  2. Wait for 20 seconds
  3. Switch the terminal on by plugging the power cable back in

If the terminal is still unable to connect to the internet, you’ll need to carry out a connection test. You can do this by following these steps:

  1. At the ‘Ready’ screen, press the ‘Menu’ key until the ‘System Menu’ screen appears
  2. Using the arrow keys, highlight ‘Select Function’ and press ‘Enter’
  3. Key in ‘86’ and press ‘Enter’ (86 is the terminal code number for connection test)
  4. Key in the supervisor code and press ‘Enter’. If you do not know your supervisor code, please give us a call on 0345 761 62 63
  5. Press ‘Enter’ to test connectivity
  6. Select ‘local network’ and press ‘Enter’

If the terminal screen says ‘Success’ your terminal is connected to the internet

If your terminal says ‘Failed’, your terminal has been unable to connect to the internet. Please record the error code and contact a member of our Customer Support team on 0345 761 62 63 who will be able to assist you further.

If you can’t speak to an advisor immediately, please connect your terminal via a phone line which may enable you to continue to take payments. Instructions on how to do this can be found here.

 

Phone line

If you are experiencing a problem connecting your terminal via a phone line, please check that:

  • The phone line being used is operational. You can check this by seeing if the line has a dial tone on a land phone
  • A “call waiting” service or any other phone company service has not been added to the line
  • The line can accept 0800 number calls (or local equivalent if in ROI or GIB/Channel Islands)
  • If you are using a line splitter for a phone and the terminal, there isn’t a call in progress at the same time the terminal is trying to connect

If your terminal is still unable to connect, please restart your terminal by doing the following:

  1. Switch the terminal off by unplugging the power cable
  2. Wait for 20 seconds
  3. Switch the terminal on by plugging the power cable back in

If the terminal is still unable to connect, you’ll need to carry out a connection test. You can do this by:

  1. At the ‘Ready’ screen, press the ‘Menu’ key until the ‘System Menu’ screen appears
  2. Using the arrow keys, highlight ‘Select Function’ and press ‘Enter’
  3. Key in ‘86’ and press ‘Enter’ (86 is the terminal code number for connection test)
  4. Key in the supervisor code and press ‘Enter’. If you do not know your supervisor code, please give us a call on 0345 761 62 63
  5. Press ‘Enter’ to test connectivity
  6. Select ‘Local Network’ and press ‘Enter’

If the terminal screen says ‘Success’ your terminal is connected to the internet

If your terminal says ‘Failed’, your terminal has been unable to connect to the internet. Please record the error code and contact a member of our Customer Support team on 0345 761 62 63 who will be able to assist you furtherIf you can’t speak to an advisor immediately, please connect your terminal via an Ethernet cable which may enable you to continue to take payments. Instructions on how to do this can be found here.

 

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