Troubleshooting Terminal Connection to Computer
Experiencing issues with your physical terminal? It's most likely that your terminal has not been connected to your computer workstation properly.
Step 1: Confirm that terminal is plugged into computer correctly
Please confirm that the terminal USB cord is plugged directly into the workstation that you are collecting payment at.
IMPORTANT: The terminal will not function if it is plugged into a wall or monitor. This is a wired terminal and must be plugged directly into the computer that is being used to collect payments. Attempting to collect payment from a different computer that is not plugged into the terminal will fail.
Confirm that the mini-USB port located on the underside of the terminal is securely attached.
Step 2: Clear your cache and refresh Engagement
Once you've confirmed that your terminal's USB cord is securely connected directly to your computer, clear your browser cache.
If you are using Internet Explorer, Edge, Google Chrome, or Mozilla Firefox, you can quickly clear cache with a keyboard shortcut. While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the appropriate window.
In the pop-up window, select the All time range from Time range dropdown. Select the Cached images and files checkbox and then click Clear data.
Next, refresh your Engagement browser by clicking on the arrow icon
Step 3: If the terminal is still not working, try a different USB port
If after clearing your cache and refreshing Engagement your terminal is still not working, try plugging the terminal into a different USB port on the computer station.
Once the terminal has been plugged into a different USB port, clear your cache and refresh Engagement.
Once your terminal shows a steady green light, it is ready to collect payment.
Step 4: Still having trouble? Contact Clearent Customer Support
If after confirming that all connections are coming to/from your terminal are secure, the terminal is plugged into the computer that is attempting to collect payment (not the monitor), you have cleared your cache, refreshed Engagement, and your terminal is still not working, please contact Clearent Customer Support for assistance:
866.435.0666 Option 1
Troubleshooting Terminal Connectivity in Engagement
Card reader isn't waking
If the card reader isn't waking or you're having difficulty entering the dollar amount to collect, please do the following:
Wait for the silver loading block(s) to disappear before clicking or proceeding further
Once the silver loading block(s) have disappeared, the payment screen will default to the patient’s balance due. You can adjust the amount as desired by entering a different balance in the Requested Amount field
Click on Click here to begin reading card to wake up the card reader
Patient is tapping their card but terminal isn't recognizing it
If the terminal light is green and the patient is tapping their card directly to the terminal but the card is not being recognized, check to make sure that the patient's card has tap-to-pay capabilities. Not all cards have tap-to-pay functionality. In this instance, request that the patient insert their card into the chip reader or magnetic stripe reader located on the terminal.
Red 400 or 500 error message is showing
If you see a 400/500 error message in your payment window within Engagement, please contact DI Support for assistance.
