Heartland Lane 3000: Static IP / Network Settings Changes & Troubleshooting

These steps below have also been transcribed into a customer-facing document that you can share here.

Notes: 

• The steps below are meant to specifically refer to a Heartland-controlled device
• The steps below also assume that the intention is to utilize a Static IP Address, as opposed to an auto-assigned IP Address designated by the DHCP setting.
• Bite does not dictate what the Static IP and other network settings should be. This information should be provided by the customer/client or their IT or network administrator.
• Leading zero’s should be used when entering the network settings onto the payment terminal. For example, if your Static IP Address is 192.168.5.191 you would need to enter 192.168.005.191

If you have any questions or issues during this process, you can call Heartland SIP Support (888-909-8498). Once on the line, press “2” and then provide the Heartland rep with your MID.

• Charleys-Specific Note: Charleys can call the Heartland Enterprise Support number: 800-403-4621

If at some point you are told by Heartland that you need to perform a Partial or Full Download on the device to update the device's settings or software, you can do so by following the steps here.

Accessing the Lane 3000 Ethernet Settings

1: From the idle screen (example pictured below), hold down the yellow < key + the # key, simultaneously.  This will trigger a reboot of the Ingenico-Lane3000

• The idle screen may also be displaying a ‘Lane Closed’ message, indicating that the device is having some trouble connecting to the network.

2: While the Ingenico Lane 3000 is rebooting, it will cycle through a few different screen displays.  As soon as you see the ‘DOWNLOADER’ screen (shown below), you will need to tap the GREEN O button on the bottom right of the pinpad repeatedly until you arrive at Ethernet settings.  

3: After following the step above, the ‘Ethernet Settings’ screen (shown below) will be displayed.  The POS Connection type should be ETHERNET.  Tap 9 for NEXT. 

• If the POS Connection is not set to ETHERNET, as shown in the screenshot above, Tap 8 to EDIT and change it to ETHERNET)

Configuring the Static IP Address

Listening Port should be 12345.  Tap 9 for NEXT (if it is not 12345.  Tap 8 for EDIT and change to 12345)

IP Address assignment should be STATIC.  Tap 9 for NEXT.  (If it says DHCP, hit 8 for EDIT and change it to STATIC)

Current IP Address that Ingenico is set to will display

Tap 8 for EDIT.  Screen will display where you can manually enter the correct IP address

Enter desired IP address.  You will need to enter 3 digits for each Octet.  Leading zero’s should be used.  For example, for the below IP of 192.168.5.191 you would need to enter 192.168.005.191

Once IP is entered, tap the GREEN circle button on the bottom right of the pinpad.  New IP will be displayed as shown below.  Tap 9 for NEXT

Next you will need to enter the SUBNET MASK.  (255.255.255.000).  Once completed, tap the GREEN circle button on the bottom right of the pinpad.  

Once completed, tap the GREEN circle button on the bottom right of the pinpad.  Subnet Mask will be displayed.  Tap 9 for NEXT

Default Gateway will be displayed next.  If Gateway is correct, tap 9 for NEXT.  If Gateway needs to be changed, tap 8 for EDIT.  

If entering new Gateway, enter 3 digits per octet…  (ex. 192.168.005.001).  Once Gateway is entered, tap the GREEN circle button, and then 9 for NEXT

DNS Server 1 will be displayed next enter.  It should be 8.8.8.8.  Hit 9 for NEXT.  If it is not 8.8.8.8, hit 8 for EDIT.  You will then need to enter 008.008.008.008 and then hit the GREEN circle button

DNS Server 2 will be displayed next enter.  It should be 8.8.8.8.  Hit 9 for NEXT.  If it is not 8.8.8.8, hit 8 for EDIT.  You will then need to enter 008.008.008.008 and then hit the GREEN circle button

The next screen will prompt you to Save the setting that you’ve just entered.  Tap 1 for YES.  Ingenico will automatically reboot.  Once rebooted.  Device will be configured with the new/correct IP info.  

Alternate troubleshooting options

If all of the above steps have been completed and verified, but the Lane 3000 still cannot connect to the kiosk (or is still displaying a ‘Lane Closed’ message), then the steps below may be warranted.

1: Reseat and/or replace the network cables connecting the Lane 3000 to the in-store network (be that a router, modem, or combo)

2: It may also be possible that the Static IP Address you are attempting to use is already in use somewhere on the restaurant’s network. In this case, it may be useful to pull an unused/available IP Address from the network. You can accomplish this by setting the Lane 3000 from Static to DHCP and then saving. 

• Additional details can be found at: Heartland Payment Device: IP Address Conflict Troubleshooting
• Important Note: If at any point a new Static IP gets designated for the device, Heartland will need to be notified of that, as well. Otherwise, the next time Heartland pushes an update, their update file will revert the device's IP Address back to the IP they had in the previously-uploaded file.
• Charleys Philly Steaks-specific Note: Alternate IP Addresses can be used for troubleshooting purposes ONLY. Do not use an alternate IP Address as the Static IP without first getting approval from the Charleys IT team.
• Charleys-Specific Note: Charleys can call the Heartland Enterprise Support number: 800-403-4621