Troubleshoot “This Lane Closed” or “Sorry, lane closed” Ingenico Errors

What is causing this Error?

If the Ingenico PIN pad displays “This Lane Closed” or "Sorry, Lane Closed" on the screen, it is not communicating with the UTG (Shift4) software. Several factors can cause this, depending on how the device is connected to your processing environment.

How do I resolve this Error?

Power On the Computer

Confirm that the computer or server hosting the Shift4 software, Universal Transaction Gateway (UTG), is powered on and has an internet connection.

Reboot the Device

Modern Ingenico devices have the model name printed on the front, just below the screen. To reboot such devices, press and hold the yellow Clear and period ”./#” keys until the device chirps.

Confirm the Shift4 Software is Running (Shift4 UTG2)

1. Type services in the Search field.
   
2. Right-click on Shift4 UTG2.
   
3. Select Start.
   
   Shift4 UTG2 should be running.
   

Reseat the Cables

Confirm that the cables are connected and plugged in firmly, and confirm that the cable is not damaged. Try to unplug and plug back in the cable. Depending on the device type, there are different connection cables.

• USB connection: The PIN pad should be connected to the POS or the computer with a cable like in the picture:
  
• Ethernet connection: The PIN pad should be connected to a computer, router/switch or wall outlet with the cable like in the picture below:
  

If these steps fail, please reach out to Shift4 Support.