Resolve Issue for Ingenico PIN Pad Screen is Blank or Blacked Out

What is causing this Error?

Ingenico PIN Pads can give the illusion that they're taking longer to complete a transaction due to the screen going blank instead of showing the "Please Remove Card" prompt. (If the card is removed as soon as the device starts to beep, the transaction is completed almost immediately.)   

A PIN Pad showing a blank or black screen may need one or more forms pushed because the PIN Pad is not at the most up-to-date version or may not be receiving any power.

How do I resolve this Error?

Ensure the PIN Pad cabling is connected securely to the device itself and to a previously known working outlet.

Internal: 

If it has been determined the PIN Pad is not receiving any power (i.e., PIN Pad won’t display the welcome screen or the backlight does not appear), follow department escalation procedures to determine if a swap is needed.

If the PIN Pad is receiving power, one or more forms may need to be pushed to this device. Make sure that the UTG service is turned off before pushing forms. If the UTG Service is not stopped before trying to open UTG Stand Alone, UTG Stand Alone will not open.

Check within the UTG Stand Alone for the device status (for example, verify the device showing “idle”). For additional information, please refer to:

• Start or Stop a Service in Windows
• Start or Stop Stand-Alone Mode for Universal Transaction Gateway
• Ingenico Telium Setup Guide
• Ingenico TETRA Setup Guide

If a forms push is needed for an “idle” device, right-click anywhere in an empty area of the screen and select Device Maintenance.

Internal:

For additional information, please refer to:

• How do I update my Ingenico Telium device?
• Ingenico Tetra UPP (Firmware) Update

If pushing forms does not resolve, and you have determined the device is getting power, then follow department escalation procedures.