If your PINpad stops working, or if you have a replacement PINpad and it will not work, follow the troubleshooting steps outlined below.


Step #1:  Determine COM Port Windows Assigned to PINpad

  1. Select the Windows Start menu.  In the Search Programs and Files field, type device manager, then press the Enter key on your keyboard.

  2. The Device Manager will open.  Locate the Ports (COM & LPT) heading, then click on the arrow or + icon to expand it (i.e. depending on your version of Windows).

  3. You will see an entry for either SAGEM Telium or Ingenico Telium, with a COM port displayed in brackets after it (e.g. in the below image, it is COM7).  Make note of the COM port number – you will need this in the following step. 




      4. If the COM port associated with SAGEM Telium or Ingenico Telium does not immediately display in the Device Manager, you can also locate it by following these steps:

  • Right- click on the SAGEM Telium or Ingenico Telium driver in the Device Manager and select Properties.

  • The Properties window will open.  Select the Port Settings tab.

  • Next, click the Advanced button.

  • The COM port assigned by Windows will display at the bottom of the window – it should only be 1 digit. 





Step #2:  Configure COM Port in NRG Fast Cash or Aria 

The next step is to configure the PINpad using the COM port that was determined in step #1:  

      1. Navigate to the Peripheral Devices window - this process will differ depending on whether you are an NRG Fast Cash or Aria user:    


  • NRG Fast Cash Users:  Click the Maintenance button upon logging in, then select the Peripheral Devices option from the menu. 




  • Aria Users:  Click the Tools menu from the top navigation bar upon logging in, then select Other Functions and Peripherals.




      2. The Peripheral Devices window will open.  Update the Ingenico: COM Port field to reflect the COM port assigned to the PINpad (as determined in step #1, above) using the up/down arrows provided.  Then, click OK to save the changes and close the window. 




      3. Next, you must initialize the PINpad – this process will differ depending on whether you are an NRG Fast Cash or Aria user:  

  • Fast Cash Users:  Click the Start Sale button to begin a new transaction and select the Other Functions button from the menu on the right-hand side of the Transaction screen.  Then, select the Initialize PIN Pad option.  

  • Aria Users:  First, select the POS module.  Then, from the POS module, select the Tools menu from the top navigation bar and select Initialize PINpad.  


[NOTE:  You must be in the POS module when you select the Tools menu – otherwise, the PINpad will not initialize.] 




      4. Dialogue boxes will appear in NRG Fast Cash/Aria to indicate that the PINpad is initializing. 




      5. Once the PINpad has initialized, locate the Moneris icon within your system tray and double-click it to open it (or right-click it and select Open). This will open the Moneris dialogue, allowing you to view any status messaging: 


[NOTE:  You may need to open the expanded system tray to see the icon.] 


 

 

  • Start KeyExchange and Terminal Ready Messaging:  If “Pinpad initialized.  Start KeyExchange. Terminal initialized” messaging displays in the Moneris dialogue, the PINpad has successfully initialized and is ready for use. 




  • Gateway Error Messaging:  If “Gateway Error” messaging displays in the dialogue, contact Moneris for further assistance – the problem is on Moneris’ end.  



      6. If the PINpad won’t initialize, unplug it and plug it back in – then, repeat all the steps outlined above, beginning with Step #1 of determining the COM port Windows assigned to the PINpad (i.e. in case the incorrect COM port was recorded in error).  

      7. If the PINpad still will not work after repeating the steps in this article, contact the Maplewave Client Services team for assistance.