⚠️ Card Readers are being tested with a small group of Storable Payments customers. This article is only applicable to that group. Please do not order a card reader unless you've been advised your site is eligible.

If you are experiencing an issue with an Ingenico Lane 3600 or Lane 3000 Storable Payments terminal device, use the troubleshooting recommendations below to identify and resolve the issue.

Device issues

Are you using the correct device?

You will only be able to use card reader terminals purchased on the Storable Payments store with Storable Payments. Terminals available on our online store have been configured to work with Storable Edge and Storable Payments. Other card readers, including card readers you were previously using, will not work.

Is the device set up correctly?

If you have an official Storable Payments card reader and the device isn’t working, check the following:

• Is the device plugged in and powered on?
• Have you followed the terminal setup instructions?
• Is the correct device selected in the Billing Settings in Edge?
• Is the correct device assigned to the correct location in Edge?

Is the activation code missing when you boot the device for the first time?

When you’re initially setting up the device, an Activation Code will appear on the screen once it is powered on. If you don’t see the activation code, check the following:

• Ensure you are using an official Storable Payments device
• Check your network connection

Note: The activation code expires after 20 minutes. You must enter the activation code in Edge within that timeframe. If the 20-minute window expires, reboot the device, and it will display a new code.

Device health

It is critical to ensure the battery is properly charged, holds its charge, and is in good working order. If possible, try performing the action that isn’t working on a second working device to help determine whether there is an issue with the device itself or if it’s a network issue.

Network issues

Internet network issues are the most common cause of device setup and use issues. Firewalls, virus protection, blocked ports, and customized network setups can affect a device's ability to connect. If you require additional assistance with your internet network, please contact your IT team or internet service provider for further support.

Check if you are connected to a network

On your card reader device, press 0-0-0-0 from the TriPOS screen to access the Universal Platform menu. Scroll down to the IP Connection information. There should be an IP address visible. If not, the device is not connected to a network.

Whitelist ports and URLs

Whitelist the following ports and URLs to ensure inbound and outbound communication is allowed:

• device.tripos.vantiv.com (Port 9001)
• tripos.vantiv.com (Port 443)
• Enable TCP/IP TLS v1.2 protocol for device.tripos.vantiv.com 

Stable network

The device must be connected to a stable network that permits long-lived, persistent socket connections. Less-than-optimal connectivity options (cell-based networks, poor Wi-Fi setups/meshes, hotspots, etc.) can be problematic. 

Reliable networks include a robust ISP, good wiring, a properly equipped and configured Wi-Fi mesh (if needed), and properly configured hardware.

• The network must not interrupt TCP keep-alive traffic, like regular heartbeats or pings.
• Guidance for the minimal network speed characteristics is:
  • 10 Mega-bits per second, upload and download
  • Latency less than 30milliseconds
  • 0% packet loss

Firewalls

• Firewall rules must be written using domain names. Using static IP addresses is not recommended, as IPs may change.
• Multiple IPs may be used for redirection, traffic/load balancing, or DR purposes. Do not use a static IP.

Security scanning

Remove any security scanning or packet sniffing. These scans can interfere with persistent connections and have been shown to disrupt the connectivity between the platform and the terminal device.

Quality-of-Service (QoS) configurations

• Properly applied Quality of Service (QoS) configurations may help prioritize device traffic. However, QoS configuration requires packet inspection to shape the traffic, and this can interfere with always-up sockets.
• "Automatic", "intelligent," or similar QoS options are not effective, as they will often prioritize other types of traffic.

Roaming

Roaming enables seamless movement between rooms as your device automatically connects to the strongest access point without losing its Wi-Fi signal. While there’s a brief interruption during the switch (around half a second), you can minimize this by using the same SSIDs, Wi-Fi channels, and network keys. For optimal roaming, consider using dedicated mesh hardware to ensure smooth connections between access points.

Dedicated network and frequency 

• To resolve persistent connection issues, consider creating a dedicated WiFi network for payments. 
• You may also experience better results with 5GHz channels. However, while 5GHz offers less interference than 2.4GHz, it may reduce device range.

Restart the device

Once you’ve updated the internet network or device, turn the device off and back on to test whether the issue has been resolved.

Reach out to Support

If you’ve tried the above and are still experiencing an issue, reach out to our Support Team at edgesupport@storable.com.