Heartland Payment Device: IP Address Conflict Troubleshooting – Bite Kiosk

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

Set the Heartland device to DHCP, save changes, reboot.
When the device is back online and in an idle state, press 8, 9, and Enter. This should then display the designated IP that the device grabbed after setting it to DHCP
Write down/notate the IP Address that is displayed while using DHCP
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

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.

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.

<aside> 💡

Acquire the Heartland Admin Passcode

The Heartland Admin passcode changes each day. If you need to get a new Admin Passcode tomorrow, you can do so by calling 888-909-8498. Once there, press "2" and then provide Heartland with the location's MID (Username used in our Heartland Integration settings)

*You can also bypass the password by restarting the device and entering admin by pressing the green key when the display shows “COM Link” in the middle of the screen during the reboot process. It’s a quick prompt, so keep an eye on it. Reboot the device with yellow key and pound key. </aside>

Accessing the Lane 3000 Ethernet Settings

1: From the idle screen (example pictured below), hold down the yellow < key and 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)

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

5: IP Address assignment will either be STATIC or DHCP. If it says STATIC, hit 8 for EDIT and change it to DHCP. Then, press 9 for next, then continue through the remaining prompts to exit the device’s Ethernet Settings menu.

When the device is back online and in an idle state, press 8, 9, and Enter. This should then display the designated IP that the device grabbed after setting it to DHCP
Write down/notate the IP Address that is displayed while using DHCP, provide that to Bite Support.

Bite Support Team: Take the IP Address provided, then plug that into Bite Admin for the designated Kiosk.

Relaunch Bite app, attempt to connect to payment terminal
If it connects successfully, then this likely indicate that there was an IP conflict on the original IP Address the restaurant was attempting to use. And, if it does connect, we have to be sure that all parties know that we can't leave the Lane 3000 on DHCP.
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.

NEXT STEPS

IF the IP Address pulled from DHCP connected with the Kiosk successfully, then you could consider using this new Address, but you must go back into the Lane 3000’s Ethernet Settings and once again set up the Static IP Address, using the new Address you pulled. However, please note that you should consult with your LAN’s network administrator if you have any doubts about whether or not you should use this new Address.

It may be possible that the original IP Address you were intending to use is still the correct Address, but there is some other device on your LAN that is incorrectly occupying that IP Address, which would be the real source of your issue.
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

IF the IP Address pulled from DHCP still does not connect with the Kiosk successfully, then this this could indicate an issue with the Lane 3000’s software/firmware. Please contact Heartland immediately to get additional assistance with verifying that your device is running the latest and correct version of Heartland’s software.

Lastly, contact your network administrator with additional assistance with troubleshooting your LAN, including the connection hardware.