Ingenico Move/5000 LTE: Intermittent Connection... | terminalfaults.org

Technical Background:

The Ingenico Move/5000 LTE relies on a stable LTE signal for transaction processing. Signal attenuation can be caused by environmental factors, network congestion, or hardware degradation within the terminal's LTE modem or antenna. Voltage fluctuations, especially during periods of peak network usage, can also affect the modem's performance. The device's firmware manages network switching between towers and bands; software errors in this management process can contribute to connectivity drops.

Symptoms:

Intermittent loss of LTE connection during Interac transactions, occurring after periods of reported Bell network congestion.

Possible Causes:

Bell network congestion exceeding the terminal's LTE modem capacity.
Weak LTE signal strength at the transaction location due to environmental factors (building materials, geographic location).
LTE modem hardware degradation within the Ingenico Move/5000.
Firmware bug in the Move/5000's network switching logic.
Loose or damaged external antenna connection (if applicable; check for physical damage or corrosion).
SIM card malfunction or improper seating in the SIM card slot.

Solution:

1

Verify LTE signal strength at the point of sale. Use the terminal's diagnostic menu (consult Ingenico documentation) or a separate signal meter.
2

Check the SIM card. Power cycle the device, then reseat the SIM card ensuring proper contact. Inspect the SIM for physical damage or corrosion.
3

Contact Bell to confirm network congestion in the area and inquire about planned maintenance or outages.
4

Move to an area with a stronger, less obstructed LTE signal (e.g., closer to a window or outdoors).
5

Update the terminal's firmware to the latest version provided by Ingenico. This may include fixes for network connectivity issues.
6

If using an external antenna, inspect the cable and connector for damage. Ensure the antenna is securely mounted and properly oriented.
7

Attempt a test transaction using a different SIM card from a different carrier (if possible and applicable) to isolate network-specific issues.

Safety Warning:

Handle the Ingenico Move/5000 with care to avoid physical damage. Do not use the terminal in wet or hazardous environments. Ensure adequate ventilation to prevent overheating. Unplug the device from the power source before cleaning. Do not use excessive force when inserting or removing the SIM card.

Prevention:

Regularly clean the SIM card contacts with a dry, lint-free cloth.,Protect the terminal from physical impacts and drops, which can damage the internal antenna or modem.,Monitor network performance and report persistent connectivity issues to Ingenico and Bell.,Keep the terminal's firmware updated to the latest version.,Store the terminal in a dry environment to prevent corrosion of internal components.

Expert Tip:

Many connection issues can be resolved with a hard reset. Simultaneously press the '#' and 'Clear' buttons until the terminal restarts. This clears the cache and forces the modem to re-establish a connection. Note the exact time of connection drops to provide detailed reports to Bell and Ingenico support.

Frequently Asked Questions

•What is the current firmware version installed on the terminal?

Check the system information menu for the firmware version. Provide this information when contacting Ingenico support.

•What is the average LTE signal strength (dBm) at the point of sale?

Use a signal meter app on a smartphone or a dedicated signal meter to measure the signal strength. Low signal strength (e.g., -110 dBm or lower) can cause intermittent connectivity.

•Has the terminal experienced any physical impacts or exposure to extreme temperatures?

Physical damage or extreme temperatures can damage the internal components, including the LTE modem and antenna.

Ingenico Move/5000 LTE: Intermittent Connection Diagnostic

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip:

Frequently Asked Questions

•What is the current firmware version installed on the terminal?

•What is the average LTE signal strength (dBm) at the point of sale?

•Has the terminal experienced any physical impacts or exposure to extreme temperatures?

Related questions

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip: