Troubleshoot a Downed Pin Pad(s) (Credit Card Reader)

What is the Issue? 

"This Lane is Closed" is a common image that will appear when a credit card reader is not communicating with the Universal Transaction Gateway (UTG).

How do I resolve the Issue? 

Verify that the Ethernet cable is both plugged into the card reader and plugged into a switch with an active light showing on the switch.

Try rebooting the reader by either restarting it, holding the yellow key and the # key until it powers off, and then releasing the buttons, or, if necessary, removing the power cable from the device and plugging it back in. 

Note: The PIN pad will not automatically fully connect when it has been disconnected from the network for a while and then reconnected. To ensure the device is back in service, ensure the PIN Pad reaches the Shift4 screen, then run a transaction at the POS terminal to see if the PIN Pad prompts for payment. If it does not, look into restarting POSiPay or the UTG. 

If the above failed to bring the pin pad out of the "This lane closed" prompt, try restarting the UTG.

1. Select the search field on the taskbar or press the Windows key on the keyboard.
2. Start typing in services.msc. 
3. Select on the app Services.

Note: Pressing the Windows key + R to bring up a run window and typing services.msc will also bring up the service list below. The services list is also where POSiPay can be restarted.

With services open, look for Shift4 UTG2 on the list. Proceed to select Restart.

Important: If an error message pops up during the restarting process stating that the process cannot be restarted, open the task manager, look for the Shift4 Gateway in the list of processes, end the task, and try starting it back up on the services window.

Important: If restarting the UTG fails to bring the pin pad back up. Please reach out to Shift4 support at 888.276.2108. Message prompts are subject to change.