This is a general communication error indicating that the POS system is unable to successfully establish or maintain a connection with the PIN Pad. It can be caused by incorrect interface settings, baud rate mismatches, faulty cables, or incomplete software initialization.
Resolution:
1 Verify Interface and Configure PIN Pad
The most common root cause is misconfigured communication settings.
- Identify the Interface Being Used:
- USB
- Set the interface to USB_CDC on the PIN Pad.
- Serial (RS-232)
- Confirm the Baud Rate is correctly configured:
- 2400 baud for non-EMV (POS setting)
- 19200 baud for EMV (POS setting)
- 115200 baud for Ingenico (PIN Pad setting)
2 Ensure Current Versions
- dsiEMVUS® for NETePay installations: Verify Datacap Client Control Versions
- Tran™ Client Controls via PSCS™
- USB Drivers when applicable: Device Driver Download
3 Verify PIN Pad Encryption and Processor
- Ensure the PIN Pad has the correct encryption keys loaded and is compatible with the processor in use. Encryption Summary
4 Check and Replace Hardware
Faulty or incompatible cables can disrupt communication.
- Swap the PIN Pad Adapter Cable (when using Datacap’s Hardware Solutions (Tran™ / TranCloud™)
- Replace the PIN Pad Communication Cable
5 Use the Test App to Isolate the Issue
- Launch the Test App to replicate the error independently of the POS software. Download the Test App here. This helps determine whether the issue is with the device or POS system.
- If the test app was recently installed, ensure the PC was restarted when prompted.
- A restart is required to complete driver setup and device initialization.
