The 2999-Pinpad Error is a general error that appears when the connection between the EMV Device (Chip Reader) was interrupted or lost.

In normal/most cases, this error appears when the terminal loses connection during/before a transaction.

This error may reflect when a transaction has been cancelled which occurs when a customer hits "cancel" on the EMV reader or related to timeouts which are delays in connectivity.

Items to check:

• NETWORK SPEED - Run a network speed test multiple times over a span of 30 minutes to an hour to ensure that the network speed meets/exceeds the required upload/download of 5Mbps minimum.   Keep in mind that if there are multiple devices on the network these also have to be considered in the Mpbs usage needed for all devices.
  • If the speeds are not enough to support all devices, it is suggest to reach out to the Internet Service Provider to ensure that the network package is enough to handle the requirement
• CHECK TRANSACTIONS - Check the clients transaction history to see if there are other 2999 error codes as this may help to identify the reasons for this error.  (For example:  You may see multiple timeout, cancelled errors which could be related.
• TEST CONNECTIVITY - Test the connectivity
  • The best way to test the network connection on the terminal will be to enter the 0-0-0-1 or 2-6-3-4 codes on the TriPOS screen.
    • If the terminal DOES NOT respond, this would mean the terminal is connected to the network.
    • If the terminal OPENS A MENU this would mean that the terminal is not connected to the network.
• TEST CONNECTIVITY FROM "THIS LANE CLOSED" 
  • Press F key 4 times.
  • Communication settings should display to what is reflected below.
  • If the picture below reflects "server" instead of "client" jump to steps below to update.

Step 1: F3 “change settings”

Step 2: Select “DHCP” - select green button

Step 3: Connection – select “client” - select green button

Step 4:  Enter Host Port - "skip"

Step 5:  Select SSL Mode - "On"

Step 6:  Communications Settings - "save"

Upon the reboot enter the 2-6-3-4 code to get into the Admin menu and enter 0-3-2-5 to get into the network >> Advanced options >> My Networks and deleted all saved network profiles. 

Reconnect the terminal to the business network and reboot. 

The terminal should reboot to TriPOS as expected.  Process test transaction.

When a device receives this message, the terminal can no longer be used to accept transactions. 

The reason for this error message is that Inside the card machine there is an anti-tamper proof device. 

If the card terminal feels it is being tampered with or if the terminal suffers a hard impact, the anti-tamper proof device will trigger and shut the terminal down.

When this occurs a replacement device will need to be ordered.   Please contact your software company if a replacement device is needed.

If the PinPad device gets stuck on this screen "synchronizing with xpi app" for more than a few minutes follow these steps.

Step 1:  Unplug the device

Step 2:  Power the device back on

Once the above steps have been completed the device should reboot to the TriPos screen and provide the ability to process transactions.

This error means No Internet connection.

Potential Issues:

- Ethernet Cable plugged into wrong spot on the Verifone device itself.

- Not firmly plugged in

- improperly placed into the router/internet connection

- damaged ethernet cable

Be sure to use the Ethernet port that is closest to the power jack on your Verifone terminal device.

Once you fix the cable and get it correctly placed, fully reboot the device by removing the power and connecting the power back up.

The device has obtained an IP address from your local network but it can't communicate with the TriPOS Cloud Service. Most likely this issue is the communication blocked on Router Firewall or other Network Firewall over Port 9001 to allow TCP/IP traffic. Other checks, please check that your internet is working and reset the device by unplugging the power cord and plugging it back in. If possible try a different Ethernet port on your switch or router. It is possible that the device may need to be replaced, but please do research first.

• Please see https://fullsteam.zendesk.com/hc/en-us/articles/360030462632-triPOS-network-connectivity-information for network requirements.

(***If you are seeing large amounts of these devices with this issue*** - Contact Vendor, as the devices may be configured without the passphrase.)

The error message "Maintenance Required" is similar to an "Alert Irruption".

When a device receives this message, the terminal can no longer be used to accept transactions.  Inside the card machine there is an anti-tamper proof device.  If the card terminal feels it is being tampered with or if the terminal suffers a hard impact, the anti-tamper proof device will trigger and shut the terminal down.

When this occurs we need to replace the device.

This error means that the terminal is not connecting to the network or receiving the 5 MBPS.

Steps to take when this occurs:

Step 1 -

• Speed test – Go to google and enter “speed test”. When this populates select “run speed test”
  • The upload and download speeds should reflect higher than 5 megabytes per second minimum.

Step 2 –

• Check network connection –
  • Once you see the "retail base" at the top of the screen, Enter 2634+Enter (Green Key)
  • Press the F button and then select in order 
    • Select 0 for Telium Manager
    • Select 3 for Initialization
    • Select 2 for Hardware
    • Select 5 for Wi-fi
    • Select 3 for Advanced Options
    • Select 2 for My Network
    • Check to see that your network is displayed
    • If there are multiple networks reflected – remove all and we will add the required network back
  • Hit yellow key to get back to the wifi settings to go to step 3

Step 3 –

• Add the network back in
  • Select 2 – scan network
  • F2/F3 to scroll to the network that you wish to select
  • Hit the green button
  • Select “home security”
  • Enter your password – Important: This is case sensitive and you want to make sure that all numbers/letters/characters are entered slowly and accurately.
  • Enter “20” and hit green key to enter priority
  • The device should display “new profile ok” this will mean that the wifi has been added successfully.
  • Press the # + yellow key to reboot the terminal
    • If the device is plugged in it will reboot
    • If the device is unplugged it will shut down and will need to be powered back on with the button located at the top, on the right side of the terminal.

Step 4 - 

• Check to make sure that the password is being entered correctly as the password is case sensitive and if not entered correctly will not connect to the network.

Let the terminal boot all the way through. 

We should see “TriPos”

If “This Lane Closed” appears again the following two items may be impacting the terminal.

• Unable to connect to network due to network connectivity speeds
• Unable to connect due to incorrect password

If terminal still goes to the "This Lane Closed" after doing the above.  Connection – May reflect server and needs to reflect “client”

• Press F key 4 times in a row.
  • This will then go to the communications setting screen.
• To fix -
  • Step 1: F3 “change settings”
  • Step 2: Select “DHCP” - select green button
  • Step 3: Connection – select “client” - select green button
  • Step 4:  Enter Host Port - "skip"
  • Step 5:  Select SSL Mode - "On"
  • Step 6:  Communications Settings - "save"
• The terminal will now reboot.