Ingenico Terminal: Intermittent Disconnects... | terminalfaults.org

Technical Background:

Firmware updates can alter device power management, communication protocols (e.g., USB, Ethernet, serial), and driver configurations. Changes in these areas may lead to increased power draw exceeding the capabilities of the power supply unit, or introduce incompatibilities with the existing hardware. Poor cable connections, ESD events (especially in dry environments), and signal attenuation along the communication path can also exacerbate disconnection issues. Baud rate mismatches after firmware changes can also cause communication breakdown.

Symptoms:

The Ingenico device (likely a card payment terminal with an integrated or connected LPR camera) experiences frequent disconnections following a firmware update provided by Telus. This manifests as an intermittent loss of connection, potentially impacting transaction processing or camera functionality.

Possible Causes:

Power supply inadequacy: Firmware update increases power demand beyond PSU rating.
Cable strain/damage: Physical stress on the cable(s) leading to intermittent contact.
Driver incompatibility: Newly installed drivers are unstable or incompatible with existing hardware.
ESD (Electrostatic Discharge): Static discharge disrupting communication, particularly in dry environments.
Communication protocol error: Firmware update modifies communication settings, causing failures.
EMI (Electromagnetic Interference): External interference disrupting communication.

Solution:

1

Safe Handling: Unplug the Ingenico terminal from its power source and network connection.
2

Cable inspection: Visually inspect the power and data cables for any signs of damage, fraying, or loose connections. Ensure the cables are securely plugged into both the terminal and the power outlet/network port.
3

Cable Strain Relief: Implement cable management practices to minimize strain on the connectors. Ensure cables are not bent sharply or stretched tightly.
4

Power Cycle: After inspecting the cables, reconnect the power and data cables. Allow the terminal to fully power on and initialize.
5

Firmware Verification: Contact Telus support to verify the firmware version installed on the terminal and confirm its compatibility with the specific Ingenico model.
6

ESD Mitigation: Implement measures to reduce static electricity, especially during dry winter months. Use anti-static mats and sprays.
7

Test and Monitor: Closely monitor the terminal for any further disconnections after implementing the above steps. Document the frequency and circumstances of any recurring issues.

Safety Warning:

Avoid touching the terminal's connectors or internal components with bare hands to prevent ESD damage. Ensure the power outlet is properly grounded. Do not use excessive force when connecting or disconnecting cables. Never attempt to open the terminal's casing; it contains tamper-evident seals that will permanently damage the device upon breach. Safe Handling procedures must be followed. No LOTO is required.

Prevention:

Regularly inspect cables for wear and tear. Implement cable management to prevent strain on connectors. Periodically clean the device exterior with a dry, lint-free cloth. Maintain a moderate humidity level in the environment to minimize ESD. Before any firmware update, back up configurations.

Expert Tip:

Try a different power outlet or USB port. Sometimes the outlet or port is the issue, not the Ingenico device itself. An external USB ferrite choke/filter on the data cable might reduce EMI-related disconnects. Note the exact time and date of each disconnect to cross-reference with possible environmental factors.

Frequently Asked Questions

•What is the exact model number of the Ingenico terminal?

This helps identify specific hardware and firmware compatibility issues.

•What is the version number of the Telus firmware that was installed?

Knowing the specific firmware version helps determine if it's a known issue.

•Are there any other devices experiencing similar connectivity issues in the same location?

This helps determine if the problem is isolated to the Ingenico terminal or a more widespread network issue.

Ingenico Terminal: Intermittent Disconnects Post-Firmware Update

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip:

Frequently Asked Questions

•What is the exact model number of the Ingenico terminal?

•What is the version number of the Telus firmware that was installed?

•Are there any other devices experiencing similar connectivity issues in the same location?

Related questions

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip: