Desk/5000 – Communication error
This error occurs when the payment terminal is unable to establish a connection with the payment network. Learn how to troubleshoot communication errors.
Your device may be a different color, instructions are still applicable.
Communication Error
- Review Ethernet connection
- Confirm status of Ethernet connection on the status bar:
- Green – Connected
- White – Not connected
- Red – Connected but IP not configured
- If Ethernet connection is red – Request support from your local IT and or internet service provider regarding your internet connection or IP configuration.
- If Ethernet connection is white – Check Ethernet connection:
- Confirm Ethernet cables are securely connected to the ETH port on terminal Magic Box and Ethernet port on the router.
- Move the Ethernet cable to different Ethernet port on the router or modem, if available:
- For multiple terminals – Try swapping terminals that aren't working to Ethernet cables of terminals that are working to determine if something is wrong with specific cable or connection from router or modem.
- Try to restart the modem and determine if the terminal will connect.
- Confirm internet connection is working. Access any site using a different device from the same network.
- Once connection has been established – Run a test sale to confirm if terminal will connect.
- If connection isn’t established – Proceed to the next step.
- Confirm status of Ethernet connection on the status bar:
- Restart/reboot the terminal
- Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
- Screen will display Reset in Progress and the terminal will reboot.
- Terminal will go back to the home screen with the Chase logo.
- If connection isn't established – Proceed to the next step.
- Confirm terminal date and time are correct
- Press the gray [Desktop/Function] key to access the Admin Menu.
- Select Admin Mode, enter the admin password and press green [Enter] key.
- Select Tetra Admin.
- Press [2] for Set Date and Time.
- Press [1] to configure date and [2] to configure time if needed.
- Process a test sale after to determine if terminal can communicate with the network.
If your issue is still unresolved, contact the help desk.
