Processing Mode: Phone

The terminal profile is setup for auto-update and auto-updates are not able to go through on phone lines.

Normally auto-update is turned off for phone line merchants but if this was missed, send request to the merchant's payment ISO/processor and ask them to update the profile so auto-updated is turned off. Or the merchant can simply ignore the message.

Processing Mode: Ethernet

In addition, If a merchant that processes over the Ethernet calls because they have an “Update Failed” or “Updated Error” response on the device, this means: 

1. The merchant could need to update the date/time on the terminal.
2. The location is experiencing a connection issue
3. There aren’t any updates available at this time. (most common)

Please go to the sales home screen.  If the caller states the the device is stuck on the attempting to connect or searching for the update, ask the merchant to continue to press the red X button until able to get to the sales screen.

Once on the home screen, confirm the date and time are correct on the device.   If needed, walk the merchant through updating the date and time.

Then, attempt to run a test transaction or ping the internet.  Pressing F1 from the home sales screen will start the ping. If needed, proceed with troubleshooting the connection issue.

If the date and time are correct, and connection is established; then there were no updates available.  Advise the merchant that they can continue to process as normal.