FIRST, try installing the newest Ingenico driver.  Make sure you uninstall the old driver first. This should also assist with the PayGuardian Terminal Update tool connectivity issues

If you are still experiencing terminal connectivity issues for PayGuardian Desktop or PayGuardian Web, this document should be able to assist with the resolution.

For further troubleshooting assistance:

PayGuardian Ingenico Credit Card Terminal Connectivity Troubleshooting

• Double check after installation and use for troubleshooting with step one

• Troubleshoot if you lose connectivity

Restart the PayGuardian service

1. Go to “ All  Apps” Windows 10, “ All Programs” Windows 7 then scroll to the  PayGuardian folder and  select restart PayGuardian service"

Device Manager

1. Go to device manager and check under Ports (COM & LPT) double click on the ingenico device listed  ( if none is listed then Windows isn’t seeing the device  – try rebooting computer and the device)

2. Click on “ Force COM Port” and make sure that the “ Force COM Port Feature enabled checkbox” is checked and an 8 is in the bottom left box.

3. If the device or Ports (COM & LPT) are not there then check to be sure the ingenico 3.22 driver is installed and that the device is set to USB-CDC mode and it has UIA 19.20.2, RBA 23.0.44 firmware (RBA 23.50.6 for Bluefin PCI P2PE).

PayGuardian

1. Make sure that when  the device  is selected in PayGuardian “ Hardware” tab the Advanced is  set to Com 8 and saved for each line item then “ Save” at the bottom of the menu is selected. 

2. If it still doesn’t connect try unchecking “Contactless” in the “ Card Reader” Advanced menu option. Click “Save” in Advanced then “Save” at the bottom of the Hardware menu.

3. If still not connecting reboot computer and device and try to connect.

Miscellaneous

1. If you can connect and download forms but payments (Swiping or EMV) do not work make sure the P2PE key is in slot 5. To check the injection slots see PayGuardian Installation Guide Appendix A2. If it is in slot 4 the “UIA Update Tool” is needed to update the data pack.

2. Make sure an AC power adapter is used to power the device.

3. If the device is showing up in System devices in Device Manager but it is set to USB-CDC then double click on the device entry and delete the driver.

4. If the device is plugged into the front port of the computer try moving it to a back port.Make sure a USB hub isn’t being used. 

5. If PayGuardian can be installed on another computer try connecting on a different PC.