Issue: credit card pinpad screen showing "Lane Closed"
Solutions:
Credit card is not communicating with the Focus software. Start with the normal UTG reset process.
1) open up Windows services (click on search and type services)
2) click on any service and type the "s" key on the keyboard to jump to the section were the Shift4 UTG service is located.
3) select "Shift4UTG" service and stop the service. *
4) click on the windows search button and type "stand"; the first option should be the UTG StandAlone program. Select to launch. **
5) Once the UTG service has been stopped the StandAlone service will launch and reboot device.
6) confirm with site that the pinpad is rebooting. ***
7) Once pinpad has completed reboot have site run a transaction to verify communications are restored.
* IF the UTG will not stop or is taking longer than 5 minutes. Go to Windows Task manager>Details tab> click on any process and then type the "u" key to jump to section with "UTG2.exe" process. Select the process and "End Task".
**if you get an Windows error saying that the service is already running; Vigilix template is set to automatically restart the service. You will need to go into the template for that station and turn the auto restart function off.
*** a) If it is not then you will need to check in Windows Device Manager to verify if the device is connected. Generally it will be COM 7, but there are cases with it will be set to another COM port.
b) verify the Port Settings by right clicking on the device in the Ports listing>Select Properties>click on Ports tab>confirm baud rate is 115200>select "Advanced>confirm FIFO buffers is NOT selected.
c) IF device is missing in the DM work with site to have them reseat the pinpad USB cable.
d) watch the DM>Port listing to confirm connection.
e) once device is connected restart the StandAlone program