Update Ingenico Device Firmware and Forms

Description: Learn how to perform Firmware and Forms updates on Ingenico-based devices for issue resolution or general upgrades, including expected update times and operational considerations based on device specifications and connection methods.

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It should be noted based on the UTG PC Specs, number of files, and Connection Methods on the device, this update process can take from 5 minutes to over 30+ minutes to complete per device. The property should only perform these updates during off or down hours if possible as the devices will not be able to be used during this update process.

Internal

Determine Firmware Versions

You will need to identify the device and its currently loaded Firmware. You can determine this by looking at their Citadel Account. Once on the Merchant Landing Page, select Devices. 

On the Devices Page, any previously connected device will show. You can see the Device API TID, Serial Number, and the loaded Firmware Version.
If you are working with a new device that has never connected before and need to know its loaded Firmware, you can see this on the Ingenico Copyright Screen during device reboot and boot-up. 
Note: Taking a picture of this screen may make reviewing this detail a bit easier. 

Telium RBA Firmware Version
 
Tetra UPP Firmware Version
 

Locating Firmware or Form Files for Ingenico Devices

Modern UTG installs will have all updated software and forms automatically loaded to its Device Updates folder, found in C:\Shift4\UTG2\Device Updates by default.
 

You will need to open the appropriate Firmware folder for your device (Telium(RBA) or Tetra(UPP)) and move the appropriate update files for your device model to the corresponding update/forms folder to complete the File Pre-load for the UTG device update process.
 

Files in these Folders

Files shown may be different depending on the version or iteration of the supplied package.  

• Font Folder: Contains a special .OGZ with NUNITO_SANS as the default font
• Multisensory Folder: Contains extra forms\sounds for Multisensory Brand screens
• FORMS.TGZ: Is the default picture file for all Idle, Status, and Input screens
• QRFORMS.TGZ: Contains extra forms for QR Pay screens
• XXXXXXXXXXXX.PGZ: is the License File\Certificate, which allows the unit to  authenticate the load Firmware
• XXXXXXXXXXXX.OGZ: is the Firmware\OS package for the unit. Typically, the last six digits of this file name are the version number assigned to this package
  •  EX: R10232428.OGZ or UTKI83P088304.OGZ

Note: The FORMS.TGZ and QRFORMS.TGZ may show “Compressed Archive Folder” type in file explorer; treat them the same as FORMS.TGZ and QRFORMS.TGZ.

Optional Device Update Settings

To increase the number of Active Devices available to update at a single time, open the UTG Tune-up and go to the Devices tab. Here is a setting: Limit Simultaneous Downloads. Adjust this setting to increase or decrease the number of devices able to update at a single time. This should only be done on PCs that can handle the increased communication load. Otherwise, this should be left alone for most standard workstation PC’s. Once updated, save the UTG Tune-up and open the UTG Stand Alone to prepare for the file push as normal.
 

Update Types

All file extension names\types are the same between the two Firmware types available (RBA and UPP). So while the steps for the update below will be outlined for Tetra Lane 3000s, these steps can be applied to all devices and models. Just select the proper name in the directory for the model(s) you're working with. There are two update types commonly performed with the setup or troubleshooting, and the necessary files for these are outlined below. 

Forms Only

• From the device updates folder, right-click and copy only the FORMS.TGZ file. 

Firmware and Forms

• From the device updates folder, highlight and copy the .OGZ, PGZ, and FORMS.TGZ files. 

Placing the Update Files 

1. Locate the Device/Form folder.
   • By default, the Update folder is in C:\Shift4\UTG2\Update\Forms.
2. Find the device model in question and open its folder. 
   • Only folders for connected devices or previously connected devices will show here. 
3. Copy the indicated file(s) to the device model folder.
   • If previous files exist here, delete them or move them out of the folder before copying the new file(s) to the folder.
4. This completed the file load and will now need to be pushed to the device from the UTG Stand Alone. 
   • Repeat steps 1-5  for each different model type needing updates. 
     
      
5. Open the UTG Standalone and wait for it to finish connecting to the datacenter, and the devices should finish rebooting and go to idle. 
6. Once done, right-click anywhere on the colorful side of the screen. Select the option of Device Maintenance.
7. On this screen, check each box for each device that needs to be updated. 
8. Select Push Forms on the right. The devices will queue up and start pushing updates.  
   
9. The Device line will show the file that is currently being loaded.
   • The UTG already knows which order the files need to be loaded in and does not need to be pushed one by one. It will switch files during the download if needed and will reflect in the device thread which file is being pushed.
10. The Device update queue is shown in blue just under the device list.
    • This queue only shows three devices at a time, as this is the maximum number (by default) of devices that can perform updates. Once the device finishes its update, it will be removed from the queue and load the next profile that needs to be updated until empty or all devices are updated. 
      

Internal:

Troubleshooting UTG Push or Device Update Issues

After pushing the Firmware and Forms, my device unit is Blank or just a Black Screen.

1. The UTG sometimes fails to load the picture files when pushing all three files at a single time. This results in a Blank or Black screen. The unit may still show it responds to commands in the UTG SA, but the screen will not progress further. 
2. To fix this, re-push just the FORMS.TGZ to reapply it to the unit. 

I’ve selected Push Forms from the UTG Stand-Alone, but the device never changes from idle, and the UTG Device Queue remains empty.

1. This means the UTG can not read from the directory it's installed to, preventing it from seeing the package(s) loaded to the (C:/) drive. 
2. Ensure the UTG and UTG Stand Alone are added as an exception to Windows Firewall. See Add the Universal Transaction Gateway (UTG) or UTG Stub to the Windows Firewall
3. Try reinstalling the same version of UTG as LOCAL ADMIN and retry the push. This should clear out any user/system privilege issues. 

The Device will not remain connected to the UTG for the push to complete, or it will disappear from the UTG Thread List, preventing the push to the unit.

1. The UTG Version may be incompatible with the currently loaded Firmware on the device. (Only for UTG 3200+ with UPP 6.X Devices)
   1. You will need to downgrade the UTG to a version that previously supported the loaded Firmware version. This will be UTG 3191. 
   2. Then push the Updated UPP 8.X Package to the device.
   3. This downgrade will be temporary only for the duration of the Firmware update. Once complete, re-upgrade the UTG to the previous version. 

My update completed, but I'm not seeing the updated Firmware on Citadel. How can I confirm it applied?

1. Citadel can take some time to update the information for the device. It is better to reboot the device and review the UPP or RBA screen. However, if you are remoted in, you can also check the deviceinfo.txt files for the loaded Firmware version. 
2. This can be found by default  in C:\Shift4\UTG2\Trace
3. Inside the deviceinfo.txt there will be the line OS_Version, which is the loaded Firmware on the unit.
   
   

I've completed the update and validated that the Firmware version did not change. What can I do?

1. The UTG Version may be incompatible with the currently loaded Firmware on the device. (Only for UTG 3200+ with UPP 6.X Devices)
   1. You will need to downgrade the UTG to a version that previously supported the loaded Firmware version. This will be UTG 3191. 
   2. Then push the Updated UPP 8.X Package to the device.
   3. This downgrade will be temporary only for the duration of the Firmware update. Once complete, re-upgrade the UTG to the previous version. 
2. Sometimes, if the internet signal is interrupted, weak, or if the unit is not getting enough power, we can’t push all three files at a single time and will need to divide the update into three parts.
   • You will need to push the files one by one until the update is complete. There is a specific order in which these must be pushed. This order is OGZ -> PGZ - then TGZ. This lessens the load on the unit\network and should allow the update to complete.