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iWL 220

Please find below a list of frequently asked questions relating to this product.

Communication Methods

  • If your payment terminal is a portable machine that uses a SIM, the communication method is GPRS (Mobile / SIM)
  • If your payment terminal has a base unit and is connected to your internet line, the communication method is Bluetooth (IP / Broadband)
  • If your payment terminal has a base unit and is connected to your standard telephone line, the communication method is 
    Bluetooth (PSTN / Landline)
  • If your payment terminal is a fixed device, used in one location, and is it connected to your internet line, the communication method is 
    Countertop (IP / Broadband) 
  • If your payment terminal is a fixed device, used in one location, and is it connected to your standard telephone line the communication method is Countertop (PSTN / Landline) 

GPRS (Mobile / SIM)

  • Communication Problems

    Connection Failed

    If the terminal is showing Connection Failed when processing a payment or End of Day Banking please follow the steps below:

    1. Lift the handset off the charger and power the handset off by pressing the yellow clear key and full stop key at the same time.
    2. Leave the handset powered off for 20 seconds and then place on the base unit or press the green OK key to power the handset back on.
    3. When powered back on please ensure the handset displays signal, the network name and communication status icon is in a diagonal position.


      If the terminal is missing any of these symbols from the screen or not showing correctly please contact the helpdesk. 
       
    4. If all the correct symbols now show on the screen please retry the transaction/process again, if this fails to connect again please contact the helpdesk. 
  • Installation

    Installing a IWL220 GPRS

    1. To insert the SIM card, first remove the back panel on the handset by squeezing the two catches as indicated below and lifting the panel off:
    2. The SIM should be installed in the area labelled "SIM" with the chip facing down and the bevelled corner against the plastic stopper. Ensure the SIM card is free from dust/obstruction by wiping with a dry cloth.

      Note: To remove the SIM card, lift the end of the SIM gently and pull the SIM card down. DO NOT use any tools to remove the SIM Card.
       
    3. Replace the cover, the same way it was removed.
    4. Place the terminal on the base or press the Enter Key to power back on.
    5. Terminal will now power up and the display will say TERMINAL INSTALLATION – KEY IN MERCHANT NUMBER and PRESS ENTER.
    6. Please follow the prompts on the terminal display and if your terminal fails to install, please call your helpdesk.
  • Printer Problems

    Terminal Not Printing

    If the terminal is not printing or has poor quality print please follow the steps below:

    1. Open up the printer lid and check that the black roller bar is complete with the black cog on the right hand side and the black stopper on the left hand side. Ensure the teeth on the black cog are not worn as shown below.

      If the roller bar is not present or has been broken off this will cause the terminal not to print. Please contact the helpdesk to arrange a replacement.
       
    2. Reload the paper roll - The paper should come from underneath the roll with the shiny side facing you as it is fed through the printer lid.
    3. Clean the printer head using an alcohol wipe or a dry cloth with spirit.
    4. Power the terminal off/on – press the yellow and dot key together
    5. Check that the battery is fully charged when placed on the base and try a duplicate receipt.
    6. If the terminal still fails to print, try an alternative roll
    7. If the terminal is still failing to print, contact the helpdesk for further advice.
  • Power Problems

    Terminal Not Powering on

    If the terminal doesn’t power on please follow the steps below:

    1. Make sure the terminal is plugged in and ensure the power is switched on.
    2. Disconnect and reconnect the power lead to the underside of the base unit.
    3. Place the terminal onto the charger base. This should power the terminal up without pressing any of the keys. There should also be a plug symbol on the screen on top left hand corner.

       
    4. If the terminal remains switched off, check the power socket by plugging in another piece of equipment.
    5. Check the PSU cable for any obvious damage.
    6. If you have another terminal on site, try the PSU from a working machine.
    7. Try the terminal on another base unit if available.
    8. Remove the battery. Un-clip the top flap located at the back of the handset which will reveal the black coated round battery unit. The battery unit is held in by a white clip as shown below. 

       
    9. Un-clip the battery using a small object (i.e. pen top) for approximately 1 minute, re-connect back in to the terminal.
    10. Place the handset back on the base to see if the unit powers up.
    11. If the terminal is still failing to power on, contact the helpdesk for further advice.

Bluetooth (IP / Broadband)

  • Bluetooth Problems

    Base Association / Bluetooth Issues

    If a terminal is having Bluetooth or Range issues, it could be down to a number of things, location, power or a fault between the handset and base. To try and resolve any range issues, please follow the below:

    1. To turn the handset off hold down the Yellow Key (clear) and the dot key and it will switch off. Unplug the power cable to the base.
    2. Check the location for environmental factors that could affect the terminals Bluetooth link, such as Wi-Fi routers, mirrors, metal surfaces or other electrical equipment. If any are located nearby see if the terminal base could be relocated to a different area to test.
    3. Leave for 30 seconds and then reconnect the power cable and place the handset on the base and it should switch back on.
    4. When the handset is placed on the base and goes back to the idle screen, check that there is a plug symbol on screen next to the battery. If the plug symbol is present, this confirms the base is receiving power.

      Or

       
    5. The terminal, dependant on type will show either Bluetooth with a number underneath it (Image to the left) or a Blue B with the number above it (Image to the Right)
    6. If not, please make sure the power cable is connected and the base is receiving power,  a plug symbol will appear on the screen. If this is not showing, please contact the helpdesk.
    7. If all the cables have been checked and are connected correctly please retry the transaction/process again, if this fails to connect please contact the helpdesk. 
  • Communication Problems

    Communication Issues 

    If the terminal is showing Connection Failed when processing a payment or End of Day Banking please follow the steps below:

    1.  Remove the power cable from the charger, lift the handset off the charger and power the handset off by pressing the yellow clear key and full stop key at the same time.
    2. Leave the handset powered off for 20 seconds and then reconnect the power cable to the base and place the handset on the base unit or press the green OK key to power the handset back on.
    3. When powered back on please ensure the handset displays signal and there is an 8 digit number under Bluetooth. As the terminal is connecting via the internet ensure ETH is showing under the communication status icon.

      If the terminal is missing any of these symbols from the screen or not showing correctly please contact the helpdesk.
       
    4. If all the correct symbols now show on the screen please retry the transaction/process again, if this fails to connect please check the Ethernet socket and power socket connections are secure in the base, the wall socket and the internet router.
    5. If all the correct symbols now show on the screen and the cables have been checked please retry the transaction/process again, if this fails to connect please contact the helpdesk. 
  • Installation

    Installing a IWL220 Bluetooth (IP)

    1. Connect the UK Power Supply unit into the power socket on the base unit and then in to the mains power.
    2. Connect one end of the Ethernet cable to the Ethernet Socket on your base unit, the other end should be connected to a corresponding socket on the Broadband router or LAN.
    3. Place the terminal on the base and it should power up.
    4. Terminal will now show Ethernet cable and press enter.
    5. Key in Merchant number and press enter.
    6. If your terminal fails to install, please call the helpdesk.
  • Power Problems

    Terminal Not Powering on

    If the terminal doesn’t power on please follow the steps below:

    1. Make sure the terminal is plugged in and ensure the power is switched on.
    2. Disconnect and reconnect the power lead to the underside of the base unit.
    3. Place the terminal onto the charger base. This should power the terminal up without pressing any of the keys. There should also be a plug symbol on the screen on top left hand corner.

       
    4. If the terminal remains switched off, check the power socket by plugging in another piece of equipment.
    5. Check the PSU cable for any obvious damage.
    6. If you have another terminal on site, try the PSU from a working machine.
    7. Try the terminal on another base unit if available.
    8. Remove the battery. Un-clip the top flap located at the back of the handset which will reveal the black coated round battery unit. The battery unit is held in by a white clip as shown below. 

       
    9. Un-clip the battery using a small object (i.e. pen top) for approximately 1 minute, re-connect back in to the terminal.
    10. Place the handset back on the base to see if the unit powers up.
    11. If the terminal is still failing to power on, contact the helpdesk for further advice.
  • Printer Problems

    Terminal Not Printing

    If the terminal is not printing or has poor quality print please follow the steps below:

    1. Open up the printer lid and check that the black roller bar is complete with the black cog on the right hand side and the black stopper on the left hand side. Ensure the teeth on the black cog are not worn as shown below.

      If the roller bar is not present or has been broken off this will cause the terminal not to print. Please contact the helpdesk to arrange a replacement.
       
    2. Reload the paper roll - The paper should come from underneath the roll with the shiny side facing you as it is fed through the printer lid.
    3. Clean the printer head using an alcohol wipe or a dry cloth with spirit.
    4. Power the terminal off/on – press the yellow and dot key together
    5. Check that the battery is fully charged when placed on the base and try a duplicate receipt.
    6. If the terminal still fails to print, try an alternative roll
    7. If the terminal is still failing to print, contact the helpdesk for further advice.

Bluetooth (PSTN / Landline)

  • Bluetooth Problems

    Base Association / Bluetooth Issues

    If a terminal is having Bluetooth or Range issues, it could be down to a number of things, location, power or a fault between the handset and base. To try and resolve any range issues, please follow the below:

    1. To turn the handset off hold down the Yellow Key (clear) and the dot key and it will switch off. Unplug the power cable to the base.
    2. Check the location for environmental factors that could affect the terminals Bluetooth link, such as Wi-Fi routers, mirrors, metal surfaces or other electrical equipment. If any are located nearby see if the terminal base could be relocated to a different area to test.
    3. Leave for 30 seconds and then reconnect the power cable and place the handset on the base and it should switch back on.
    4. When the handset is placed on the base and goes back to the idle screen, check that there is a plug symbol on screen next to the battery. If the plug symbol is present, this confirms the base is receiving power.

      Or

       
    5. The terminal, dependant on type will show either Bluetooth with a number underneath it (Image to the left) or a Blue B with the number above it (Image to the Right)
    6. If not, please make sure the power cable is connected and the base is receiving power,  a plug symbol will appear on the screen. If this is not showing, please contact the helpdesk.
    7. If all the cables have been checked and are connected correctly please retry the transaction/process again, if this fails to connect please contact the helpdesk. 
  • Communication Problems

    Communication Issues 

    If the terminal is showing Connection Failed when processing a payment or End of Day Banking please follow the steps below:

    1.  Remove the power cable from the charger, lift the handset off the charger and power the handset off by pressing the yellow clear key and full stop key at the same time.
    2. Leave the handset powered off for 20 seconds and then reconnect the power cable to the base and place the handset on the base unit or press the green OK key to power the handset back on.
    3. When powered back on please ensure the handset displays signal and there is an 8 digit number under Bluetooth. As the terminal is connecting via the internet ensure ETH is showing under the communication status icon.

      If the terminal is missing any of these symbols from the screen or not showing correctly please contact the helpdesk.
       
    4. If all the correct symbols now show on the screen please retry the transaction/process again, if this fails to connect please check the Telephone socket and power socket connections are secure in the base and in the wall sockets.
    5. If all the correct symbols now show on the screen and the cables have been checked please retry the transaction/process again, if this fails to connect please contact the helpdesk. 
  • Installation

    Installing a IWL220 Bluetooth (PSTN)

    1. Connect the UK Power Supply unit into the power socket on the base unit and then in to the mains power.
    2. To connect the base unit to a telephone point, remove the back panel.
    3.  Connect one end of the UK telephone cable to the telephone socket on the base (marked MODEM or IN), the other end should be plugged into an analogue telephone line (BT) socket.

    4. Place the terminal on the base and it should power up.

    5. Terminal will now show plug in phone line and press enter.

    6. Dial Prefix Required – Yes/No.

    7. Call Waiting – Yes/No.

    8. Key in Merchant number and press enter.

    9. If your terminal fails to install, please call the helpdesk.

  • Power Problems

    Terminal Not Powering on

    If the terminal doesn’t power on please follow the steps below:

    1. Make sure the terminal is plugged in and ensure the power is switched on.
    2. Disconnect and reconnect the power lead to the underside of the base unit.
    3. Place the terminal onto the charger base. This should power the terminal up without pressing any of the keys. There should also be a plug symbol on the screen on top left hand corner.

       
    4. If the terminal remains switched off, check the power socket by plugging in another piece of equipment.
    5. Check the PSU cable for any obvious damage.
    6. If you have another terminal on site, try the PSU from a working machine.
    7. Try the terminal on another base unit if available.
    8. Remove the battery. Un-clip the top flap located at the back of the handset which will reveal the black coated round battery unit. The battery unit is held in by a white clip as shown below. 

       
    9. Un-clip the battery using a small object (i.e. pen top) for approximately 1 minute, re-connect back in to the terminal.
    10. Place the handset back on the base to see if the unit powers up.
    11. If the terminal is still failing to power on, contact the helpdesk for further advice.
  • Printer Problems

    Terminal Not Printing

    If the terminal is not printing or has poor quality print please follow the steps below:

    1. Open up the printer lid and check that the black roller bar is complete with the black cog on the right hand side and the black stopper on the left hand side. Ensure the teeth on the black cog are not worn as shown below.

      If the roller bar is not present or has been broken off this will cause the terminal not to print. Please contact the helpdesk to arrange a replacement.
       
    2. Reload the paper roll - The paper should come from underneath the roll with the shiny side facing you as it is fed through the printer lid.
    3. Clean the printer head using an alcohol wipe or a dry cloth with spirit.
    4. Power the terminal off/on – press the yellow and dot key together
    5. Check that the battery is fully charged when placed on the base and try a duplicate receipt.
    6. If the terminal still fails to print, try an alternative roll
    7. If the terminal is still failing to print, contact the helpdesk for further advice.

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