Troubleshooting

On this page:

See also the Simplify Ingenico Developer Guide under Simplify-Generated Messages.

TPC/IP Comm Error Codes

Error CodeConditionResolution
-1TCP connection failed.Verify firewall and DNS settings for host connection
-2TCP connection timeout.Verify firewall and DNS settings for host connection
-3TCP address is not reachable.Verify firewall and DNS settings for host connection

HEM and IngEstate Connection Errors

Status Flag (36-07 Response)ConditionResolution
Initial connection attempt
01PIN pad busyRetry
02Comm error
  • Verify that your firewall is configured to allow encrypted traffic to the HEM/IngEstate server. Please contact your Elavon representative to verify HEM/IngEstate communication parameters.
  • Verify that the addresses of your DNS servers are correctly defined using the Elavon menu (DNS 1 and DNS 2 fields under Network Setup)
  • Verify your DNS server can handle the configured server name
  • If the problem cannot be resolved, contact your Elavon representative
(no response)(Unknown)Same as for 02
Unable to connect after successful connection
01PIN pad busyRetry
02Comm error
  • Verify your firewall settings
  • If the problem cannot be resolved, contact your Elavon representative
(no response)UnknownSame as for 02