Error Message - 2999 - Pinpad

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.