Workaround for IPP320/350 and iCMP Connection Issue

Learn more about managing the IPP320/350 and iCMP connection issue below.

Table of Contents

Workaround steps

Please follow these steps exactly:

  1. Reboot the terminal using the Yellow and Pound (#) keys.

  2. While it's rebooting and when the second COPYRIGHT screen appears showing the list of initialization information, enter the code:

    2 > 6 > 3 > 4 > GREEN

    Copyright screen

  3. Press 'F' to access the menu.

  4. Select 'Telium Manager'.

  5. Scroll down and choose 'Initialization'.

  6. Select 'Parameters'.

  7. Choose 'Date & Time' > 'Set Date'.

  8. Set the date to 01/01/2020 (or any date far in the past).

  9. Press the GREEN button to save.

  10. Reboot the terminal again using Yellow and Pound (#).

  11. Navigate to Integrated Hardware on your register and attempt to reconnect the iCMP or IPP320/350.

Workaround steps (video)

Once completed, your reader should reconnect and be usable for transactions again.

Long-term solution steps

The Lightspeed Retail POS (S) app version 9.0.0 is now available in the Apple App Store. This update includes a permanent fix for merchants experiencing connectivity issues with Ingenico IPP320, IPP350, or ICMP card readers.

Follow the steps below to apply the update:

Before updating

  1. Make sure you've completed all the steps in the Workaround steps section above to temporarily restore connection between your card reader and the Retail POS (S) app.
  2. On the Retail POS (S) app, navigate to System Diagnostics and ensure the Pending/Delayed queues are 0 (zero).
  3. Close your Register shift and force quit the application.
  4. On your iPad, ensure you're running iOS version 14+ by navigating to Settings > General > Software Update. If you're on version 13 or below, follow the on-screen instructions to install the update.

Applying the update

  1. On your iPad, navigate to the App Store > click your account icon > scroll down to Available Updates > click Update next to the Retail POS (S) app to manually update to version 9.0.0.

    iOS version 14.0 or later is required to make the update.

  2. Launch the Retail POS (S) app and navigate to Integrated Hardware to connect your device. If the workaround steps from the previous section were completed, the version 9.0.0 app update will automatically deploy. After a short wait, a popup message will appear and your terminal will auto-reboot to apply the changes.
  3. After the terminal reboots, force quit and relaunch the Retail POS (S) app to complete the update process.

Your device should now work as intended moving forward.

Troubleshooting

Connection Failed error

If you get a Connection Failed error in Integrated Hardware after step 3, reset your device date back to today’s date and try again.

Deleting and reinstalling the app

If you need to perform a deletion and reinstallation of the Retail POS (S) 9.0.0 app, turn the certificate setting back ON by navigating to Register App > Register Settings > Ingenico Certificate Update. Then force quit the app and reopen to re-apply. This setting will be default in a future release.

If you have any questions or run into issues during the process you can contact the Customer Support team at [email protected] or chat directly from your Retail POS (S-Series) Backoffice.