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Artisan communicates with your PIN Pad to complete transactions. Depending on how your network is configured, Artisan might be unable to locate your PIN pad after a power outage or similar communication issue. This usually happens if your PIN pad is set up to use serial numbers as its communication method. This method is sometimes unreliable, causing time delays and inconsistencies.
Luckily, there are a few solutions to this issue. We’ll provide a quick overview of our recommended solution first. Then, we’ll provide some definitions and step-by-step instructions.
These instructions are for Datacap Direct and PAX Direct devices.
Quick Overview
- Find an unused IP Address, determined by viewing the “ARP” table on your computer, or by looking in your router’s settings.
- Call your Internet Service Provider or IT Technician. Ask them to reserve your PIN Pad’s MAC address on your router with this new IP address.
- Power cycle your PIN Pad.
- Look at the settings on your PIN pad to ensure the new IP address is listed there.
- Enter the IP address into Artisan’s Payment Processing configuration settings.
Definitions
IP Address: A unique set of numbers that identifies your network’s address, assigned by your Internet Service Provider. An IP address is formatted by periods, like this example: 192.168.1.185. Your Internet Service Provider assigns a dynamic IP address to each device on your network.
MAC Address: This stands for “Media Access Control,” and tells your router what device is connecting to the network. This address, which consists of 12 digits, helps process and send data to your specific device. Example MAC address: 00-B0-D0-63-C2-26. The MAC address might be separated by colons or dashes.
Dynamic Address: A dynamic IP address changes over time. Depending on your Internet Service Provider, this might change daily, weekly, monthly, or at different intervals. Dynamic IP addresses are popular for Internet Service Providers because they’re more affordable.
Static Address: A static IP address is a “fixed” address. It doesn’t change over time (but can be changed manually if needed). A static IP is suitable for situations that require devices (like PIN pads) to connect to a stable, unchanging address. While this is a good solution, it does have its faults. Other devices might try to use this same IP address. This might result in failed communications with the PIN pad.
Solution #1 (Recommended): Reserve MAC Address
1. Create a new IP address for your PIN pad, determined by reviewing the “ARP” table on your computer.
Here is an example IP address: 192.168.1.185
The numbers at the end of IP addresses range from 0 to 255. So, if your PIN Pad’s address ends in 185, it’s a good bet that other devices in your network end with similar numbers (ex. 186, 187, etc.). In that case, consider moving up to a higher number. Let’s look at an example once we’ve opened our ARP table.
To access the ARP Table, do the following:
Go to your computer’s Start menu and type CMD. Select “Run as Administrator.”
Type arp -a and press enter on your keyboard.
The table will show a list of all devices connected to your network, with their IP (“Internet Address“) and MAC addresses (“Physical Address“). It also shows if the address is “static” or “dynamic.”
Here, we can look for gaps. There are two devices that use lower numbers (103 and 106). A few use higher numbers, like 211, 213, 236, and 255. A good “gap” might be in the low 200s. So, our PIN pad’s new IP address could end in 201, continuing that trend for other PIN Pads (ex. 202, 203, etc.).
You can also look for an unused IP address by accessing your router’s settings.
First, you’ll need to know your router’s IP address. To access this, type ‘command’ into the Window’s search bar and select “Command Prompt.”
Type ‘ipconfig’ and press “Enter” on your keyboard. Look for “Default Gateway.”
Open your browser and type HTTP:// followed by your “Default Gateway” number.
This will bring up the login screen for your router. Similar to the “ARP Table,” you should see a list of currently unavailable IP addresses where you can look for gaps.
To locate your PIN Pad’s MAC address, you’ll need a Phillips screwdriver. Unscrew the top two screws on the back panel of the PIN Pad and gently lift the panel up.
Your MAC address is listed here.
2. Call your Internet Service Provider or IT Technician. Ask them to reserve your PIN Pad’s MAC address on your router with the new IP address. Let them know if you have more than one PIN Pad, as they will need to know each PIN Pad’s MAC Address.
3. Power cycle your PIN Pad(s) by unplugging the device from its power source (usually a power supply or power strip), waiting a minute, then plugging the device back in.
4. Access your PIN Pad’s settings to see if this IP address is listed as expected.
5. In Artisan, enter the IP address in the “Payment Processing” configuration settings as shown (“Program Options” – > “Business and Financial Settings” – > “Payment Processing Settings“).
Solution #2: Use a Static IP Address
1. Create a new IP address for your PIN pad, determined by reviewing the “ARP” table on your computer (step #1 of our first solution).
2. Call your Internet Service Provider or IT Technician and ask them to set your PIN pad to a static IP.
3. Enter that IP address in the “Payment Processing” configuration settings (“Program Options” – > “Business and Financial Settings” – > “Payment Processing Settings“).
Solution #3: Use Serial Number from PIN Pad
1. Locate your device’s serial number. This should be listed on the back of the device:
2. Enter this number in the “Payment Processing” configuration settings (“Program Options” – > “Business and Financial Settings” – > “Payment Processing Settings“).
