Wind River Lane Terminal Troubleshooting

Wind River Lane Terminal Troubleshooting

To troubleshoot connectivity issues on your Wind River Lane Terminal device, follow the steps below to restart your device, connect your device to a network, and confirm network connection.


Idea

Record observations and any unclear behavior during troubleshooting. This information may be needed if the issue requires escalation.

Restart the Lane Device

  1. Hold the yellow arrow key.
  2. Hold the # key until you see "Reboot in Progress".
  • If the device displays a Disconnected message, review the Setup Guide to ensure that all cords have been plugged in correctly.
  • Once you have confirmed this, restart your device and reset your router before proceeding.

Confirm Connectivity

  1. From the home screen of your device, enter 0000 to access the Unified Payment Platform screen.
  • You may need to scroll down to access all the fields mentioned in Step 2 for confirmation.
  1. Confirm the following:
  • The IP Address field contains your IP Address.
  • Host IP Address: irbav1.live.cloudgwservices.com
  • Host Port: 443
  • SSLMode: TLSv1_2

Perform a PING Test

Performing a PING test confirms your device is connected to a network. To confirm the connection, your device should be capable of accessing a URL.

  1. Enter 0001.
  2. Press 2 for Ethernet Parameters.
  3. Press 9 for Ping URL.
  • If the option is associated with a different number due to firmware version, scroll down to find it.
  1. If a URL is not automatically populated, enter google.com into the field.
  2. Select the green button in the lower right corner of the screen to access the URL.

PING Test Results

  • PING Success: The device is connected to the internet, but there may be an issue preventing it from reaching the payment gateway server.
  • DNS Lookup Error: The device is not connected to the internet. Try a different port on the router.

For Further Assistance

  • If connectivity is confirmed but issues persist, reach out to your IT contact or internet provider.
Info

PM Support cannot assist with further connectivity troubleshooting.

  • Below is an example of verbiage you can utilize with your provider:
  • "We are using a payment on our network that communicates directly over the internet. It needs egress access to the payment network servers. Can you please whitelist the URL irbav1.live.cloudgwservices.com and if needed, the specific port is 443."

Wind River Payments Support

If all of these steps have been attempted and the device is still not functioning, please contact Wind River Payments or reach out to your Relationship Manager directly.

  • Email: support@windriverpayments.com
  • Phone: 800-704-7253

Learn More

Credit Card Services Overview

Process Electronically: Credit Card System Setting

Wind River Lane Terminal Setup

Flow Chart for Processing Credit/Debit Card Payment

Add/Process a Credit Card Payment

Modify a Credit/Debit Card

Refund or Void a Credit Card Payment

Find a Credit Card Receipt That Was Requested but Not Processed in a Reference Batch


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