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📝 Pay+ cannot connect to a V240M PDQ Machine

Jake
Jake
  • Updated

Issue:

When trying to process a payment through Pay+ via a Verifone V240M, Pay+ cannot connect to the PDQ machine.

Solution:

If Pay+ cannot connect to a V240M PDQ machine, this could occur due to multiple reasons.

Resolution 1: Restart PDQ Device

  • Logout of the Payment Terminal
  • Press and hold the red x until a menu change takes place
  • Select to shut down or restart the unit
  • Switch on the Payment Terminal
  • Login to the Payment Terminal

Resolution 2: Device IP Address

  • Within Pinewood DMS, head to Accounts > Nominal Ledger > Ledger Parameters and choose Card Payment Parameters from the side menu.
  • Select the Manage Terminals tab and see the list of PDQ devices here.
  • Make note of the IP address of the V240Mmceclip1.png
  • Ask the user to log in to the PDQ by using their Merchant ID and PIN. Once done, the user should drill into the PDQs system information and locate the IP address assigned to the PDQ. This IP address should match the IP address noted above.
  • The user should consult their IT Team within their site to ensure that the PDQ still retains the same IP address. This IP address is usually used by Pay+ to communicate with the Payment Terminal. The IT Team within the user's site can check their DHCP server to ensure that a static IP has been given to the device.

Resolution 3: Verifone Webcom Setup

Ask the user to login to their Verifone Webcom and check the following:

  • In Webcom, head to TMS > Accounts and check that an accounts file is enabled.mceclip2.png
  • Head to TMS > Terminal Configuration and check the existing configuration. Click on the Duplicate button to create a new configuration for the V240M PDQ machines. 
  • Within this screen, ensure that you give this configuration a unique name (eg. Pinewood DMS V240M), choose the Engage Terminal profile below, then click on the Insert button at the bottom of the page.mceclip3.png
  • Head to TMS > Terminals and locate the correct PDQ profile from here. Ensure that the selected PDQ profile has the same IP address noted earlier.
  • Within the selected Terminal, please ensure the following:
    • Download Required is ticked
    • Software Download is set to Yes
    • Config Download is set to Mandatory
    • Configuration Name is set to the one created earliermceclip5.png
  • Ask the user to reboot the PDQ before taking another payment for the changes above to take effect.

Resolution 4: Heartbeat & POS Mode

  • The user should log into the PDQ machine by using their Merchant ID and PIN.
  • Once done, the user should select the Force Heartbeat option and then select Regular.
  • Next, the user should head to the POS Mode option and ensure that it is enabled.
  • Before taking another payment on the PDQ machine, please ensure that the logs out of Pay+ before making another payment.