--- schema_version: "1" id: e5e5e8260cd01f82ff588436a5f6cce657b258f0a685b00fe53712e7f5e26536 title: Set up and Troubleshoot Elavon Terminals collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_cms_hardware_onboard_troubleshoot_elavon.md canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_onboard_troubleshoot_elavon.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 6165deb232d84122ef361d3f14de909e7a0980d2a42b1d8559956731123cbcfb description: Configure your Elavon terminal to work with Point of Sale for secure payment acceptance, whether in-store or online. products: - Commerce release: "264" --- # Set up and Troubleshoot Elavon Terminals Configure your Elavon terminal to work with Point of Sale for secure payment acceptance, whether in-store or online. ## Configure Elavon Terminals Get your Elavon Move 5000, Link 2500, Lane 7000, or Lane 5000 terminal ready for use with Point of Sale. To get started, press and hold the green "O" button in the terminal to power it on. Then, use the steps in the rest of this document to connect to the network. ### Connect the Static IP Address for the Move 5000 Terminal Model A successful connection can be confirmed with the Wi-Fi icon at the top left of the terminal home screen showing up in green. A white Wi-Fi icon indicates an issue with connectivity. On your terminal, select **Network Setup** on the Elavon Main Menu and set **DHCP** to "**0**". ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/images/icon_note.png) Note Set by Elavon before shipping Simplify, based on the customer’s network requirements. ![The Networking Setup screen with settings configured based on your requirements.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cm_hardware_static_ip_elavon.png) 1. Reboot the terminal by selecting the **#** and **Yellow <** button together in the Terminal. The Terminal shows a welcome screen and a few other initial setup screens. 2. During the reboot process, wait for the green O button to appear on the bottom right of screen 3. Select the Green O button on the terminal screen when it shows ‘**Initialization’**. The screen shows ‘**Initiate Ingestate**’ and ‘**Elavon Main Menu**’ 4. Select **Elavon Main Menu** and Enter the admin password (352866) to view the options. 5. Select **Wireless option > Wi-Fi Setup > Scan networks** and select the local network inside Elavon Main Menu 6. Verify the connection using Status option inside **Wireless option > Wi-Fi Setup > Status > Display** #### Connect the Static IP Address for the Link 2500 Terminal Model 1. Reboot the terminal by clicking **#** and **Yellow <** button together in the terminal.The Terminal shows a welcome screen and followed by few other initial setup screens. 2. During the reboot process, wait for the green O button to appear on the bottom right of screen 3. Select the **Green O** button in the terminal when the terminal screen shows ‘‘**Initialization**’’ with a green O button on screen. The screen shows ‘**Initiate Ingestate**’ and ‘**Elavon Main Menu**’. Use F2 and F3 to move up and down the menu options and **Green O** to choose an option. 4. Choose **Elavon Main Menu** and Enter the admin password (**352866**) to view the options. 5. Choose **Wireless option > Wifi Setup > Scan networks** and choose the local network inside **Elavon Main Menu** 6. Verify the connection using **Status** option inside **Wireless option > Wifi Setup > Status > Display** ### Confirm Terminal EthernetConnection These steps are for both the Lane 7000 and Lane 5000 Terminal models. Connect one end of the ethernet cable to the router and the other end to the Ethernet port at the bottom of the terminal, then use these steps to verify the IP address. 1. Reboot the terminal by clicking the **#** and **Yellow <** button together in the terminal. The Terminal shows a welcome screen and is followed by a few other initial setup screens. 2. During the reboot process, wait for the green O button to appear on the bottom right of screen 3. Select the **Green O** button on the terminal screen when it shows “Initialization”. The screen shows ‘**Initiate Ingestate**’ and ‘**Elavon Main Menu**’ 4. Select **Elavon Main Menu** and enter the admin password (**352866**) to view the options. 5. Select **Network Setup** to view the IP address and make sure it's not 0.0.0.0 ### Verify Network Connection 1. Select "**0**" in the pin pad. This shows the simplified terminal details. 2. Enter the admin password (**352866**) to view the IP without masked value. ### Verify Network Connection 1. Press the **Yellow "<"** and **Pound (#)** keys to reboot. If the unit is turned off, then turn it on by selecting **Green Button "O"** 2. Wait for the **Initialization** screen and press the **Green "O"** 3. Select "**Initiate Ingestate/HEM**" ## Set up and Configure Point of Sale CMS For Elavon Terminals Add Elavon as a payment gateway in Point of Sale CMS so that store associates can process payments. ### Mobile Configuration Settings In **Modules > Peripherals**, set **Elavon** for the flags in the **Card Readers** section: - **Supported Card Readers For Store Associate Checkout** - **Default Card Reader** ### Payment Gateway Settings In **Advanced > Payment Gateways**, create a Payment Gateway configuration for Elavon by setting the following values. The **Location Name**, **Chain Code**, and **terminal ID** for the Elavon account are the key parameters to set up the payment gateway configuration in CMS. - **Store ID can be DEFAULT or specific store ID** - **URL Base is the gateway URL for Elavon** - Test: [https://gatewaydemomoc.elavon.net:7500](https://gatewaydemomoc.elavon.net:7500) - Live: [https://fuseboxtrant.elavon.net:7500](https://fuseboxtrant.elavon.net:7500) - **Merchant Organization ID is the Elavon location name** - **Terminal Gateway ID is the Elavon Chain code** - **Default Device ID is the terminal ID** ### Optional Register Settings Default Device ID in Payment Gateway for a store can be overridden with individual register-level settings in **Store Management > Stores > Register List** by editing a particular registry entry. This setting is optional. - **Set the model of Card Reader to Elavon** - **Set the Terminal ID to the register-specific setting** ### Order Number Range Configuration Go to **Advanced > Order Number Range Config** and select **Create**. - Set **Entity Type** as **PAYMENT\_TRANSACTION\_ID** - **Operating Type** is **ONLINE** - **Prefix** is empty - **Starting Order Number Range**: suggested setting is **0000001**. This is the starting number for the Elavon transaction - **Store ID** set as **DEFAULT** - **Device ID** set as **DEFAULT**. If there are multiple device ID available for the merchant, create **PAYMENT\_TRANSACTION\_ID** for each Device ID ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/images/icon_important.png) Important Resetting order IDs in the Order Number Range Configuration (**CMS > Advanced > Order Number Range Config**) before going live can lead to errors caused by duplicate order IDs. You will receive a confirmation prompt if you select to proceed.![The warning asking you to confirm that you want to reset the order IDs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cms_hardware_elavon_comfirmation_prompt.png) ## View Elavon Terminal Troubleshooting and Known Issues Information Understand and solve common issues with Elavon terminals and Point of Sale. ### IP Shown as 0.0.0.0 in Elavon Terminal The Wi-Fi isn't connected to a valid network. Reboot the terminal and reconnect to the network using the Ethernet, or Wi-Fi connection as applicable to the device model. ### Payment Declined: Test Cards/Live Card in Demo/Test Elavon Environment Elavon demo package is preprogrammed to decline card payments of a particular order value depending on card type and the cents value in the payment amount. More details can be found [here](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/ELAVONSTPTestHostPre-programmedResponses.pdf). For example, if the card is Amex, payment of $xx.61, $xx.62, $xx.63 are declined. ### Payment Declined and Shows 'CALL AUTH CENTER' in Test Elavon Environment This can result from issues in the Elavon QA test host response. First attempt to resolve by restarting your terminal. If this doesn't resolve the issue, reach out to Elavon support team. ### Home Screen shows ‘Closed’ with F1, F2, F3, F4 Options Below There are two software packages that are available for the Elavon terminal. The package, which shows **Closed**, is used for standalone transactions where the user enters the amount manually and carries out the transaction. This will require an update of the software package in the terminal with the help of the Elavon support team. ### Intermittent 'SWITCH TIMEOUT' or 'ON GUARD TIMEOUT' Error Messages for Payment Cancellation After the prompt to insert card in the Retaul Cloud POS app and Elavon terminal, the app sometimes declines payment intermittently with errors such '**SWITCH TIMEOUT**' or '**ON GUARD TIMEOUT**'. These are due to inconsistencies in the Elavon fusebox environment and require that you escalate them to the Elavon Support team for resolution. ### POS App Unable to Initiate Payment and Shows Error 'The terminal is unreachable at the moment, please try again. If you continue to experience problems, please check the connection from Device Manager.' - Confirm if the terminal is connected to a network and the IP is the same as the one connected in the device manager screen. This can be verified by selecting **0** in the pin pads. The IP value is masked and we’ll enter the admin password (**352866**) to view the IP completely. - Check if the iPad has internet access and if the user can do other things like search for products or add to cart right away after the error is seen. - Check if the connection worked by choosing the info icon for the connected terminal in **Device Manager**. If the connection can be established successfully, retry to initiate payment and confirm if we still see the error. - If there are still connection issues, disconnect the terminal and reconnect the terminal from **Device Manager**. ### Orders Not Seen in Elavon Customer Console - Verify if the account credentials in the CMS Payment Gateway screen are configured properly - Verify if the transactions are yet to be settled in the "**Batch Settlement**" view in Elavon's console ### Device Manager shows 'Terminal Connection Failed' If you see "**Terminal Connection Failed**" if attempting to connect to your terminal in **Device Manager**, verify the region of your iOS/iPadOS device matches the region of your terminal. In the "**Settings**" app, go to **General → Language & Region → Region** ### Known Issues & Restrictions Prior to version 8.4.1, payment terminal topology ‌was configured at the store level. Modern POS versions 8.4.1 and onwards added support to configure payment terminal configuration at register level.