Desk/5000 terminal support

To make things simpler for you, your terminal is most likely set up for automated settlement at a specific time every day. However, you also have the option to manually close a batch and settle at any point.

1. From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, swipe left twice and press the Settlement icon
3. Terminal will ask you if you want to Close Batch and Deposit Funds? Press [1-Yes] to settle the batch
4. Press [1-Accept] to confirm and settle the batch
5. Press [1-Yes] to print the batch report once settlement completes or press [2-No] to bypass printing the report

If you have already closed and settled your batch, you cannot reprint a settlement report directly from your terminal. However there are still ways to obtain that report:

• Resource Online: All of your recent transactions and batch reports are ready to view in real time on your online reporting tool. They are available to view, download and print. For more information on Resource Online, click here.
• Gives us a call: Our customer support representative can send any reports available online directly to an email we have on file for you.
• While we cannot reprint a report for a batch already settled, you can print the report for an open batch with transactions processed by following the steps below:
  1. From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
  2. From the Main Menu, swipe left twice and press the Reports icon
  3. Press [1] for Detail
  4. Press [1] to Print the report
  5. Ensure that there is enough paper to print the Detail Report
  6. If the batch is empty, the Detail Report shows no records found

When you order your terminal we usually discuss and apply a time for your Desk/5000 to automatically close and settle your batch every day. If you notice this it not happening or you wish to stop the automatic settlement give us a call on 1.800.265.5158 and one of our customer support team members will assist you.

As an additional safety feature and measure against fraud, certain functionalities on your terminal are protected by a user ID and password. Whenever you access one of those functionalities it will ask you for a password. Follow the steps below to set up your Manager ID and password.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [6] for Security
4. Terminal will ask you for a password to be entered. Contact Chase Payment Solutions to get a Dynamic Password. Enter Dynamic Password provided, then press [Enter] to confirm
5. Press [1] for Supervisor/Manager
6. Press [1] for Add User then click on Manager or Supervisor as desired
7. Enter a number for Manager/Supervisor ID
   • Must be a maximum of seven characters
8. Enter a Manager/Supervisor Name
   • Must be a maximum of 10 characters
9. Create  password and type it in the Enter Password field
   • Passwords must be exactly seven characters and must include minimum of one number/alpha character
10. Re-type the seven digit alphanumeric password you have just created
11. Tap the green [Enter] button on the screen or the green [Enter] key on the keypad to save the information. Terminal will confirm the User Added
12. Terminal will ask if you want to add another user. If another user needs to be added, choose [1] for Yes and go through steps 7–13 again. Once done, choose [2] for No

To view a video of the step by step instructions, please click here.

For security purposes if you enter a password wrongly three times into the terminal, that specific user ID and password will lock itself. Follow the steps below to unlock and use your user ID and password once again.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [6] for Security
4. Terminal will ask you for a password to be entered. Contact Chase Payment Solutions to get a Dynamic Password. Enter Dynamic Password provided, then press [Enter] to confirm
5. Press [1] for Supervisor/Manager
6. Press [3] for Unlock User
7. Press on the username with the locked out password
8. The terminal will ask you to confirm unlock. Choose [1] for Yes
9. The terminal will confirm user has been unlocked
10. The terminal will ask if you want to unlock another user. If no other user needs to be unlocked, press [2] for No

Note: If you do not remember your password at all, you will need to delete the user completely and set up a new user ID and password. To do so follow the steps above but at step six, press [2] for Delete User, press on the forgotten username and choose [1] for Yes. You can then follow the steps under “How do I set up a manager/supervisor ID & password?” to create your new user ID and password.

If your business takes tips, we usually would have discussed this prior to ordering your terminal and your Desk/5000 is likely to arrive already set up with the options. However, if you wish to adjust the tip options or simply enable them for the first time, follow the steps below:

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [3] for Setup Menu
4. Enter Manager ID and Password then press [Enter]
5. Press [4] for Trans Option
6. Press [5] for Tip Options
7. Press [1] for Tip
8. Choose the desired tip prompt option then press [Enter]

Note: If the options are enabled directly on the terminal, you may lose them if there is an update done on the terminal. To make these parameters permanent, please give us a call.

Sometimes all it takes to fix an error is to reboot your terminal:

1. Press the yellow [Clear] key and # key together for 5 seconds
2. The screen will show, Reset in Progress and the terminal will reboot
3. Upon successful reboot, the terminal will launch default screens:
   • Standalone: will display the Sale, Force Sale, Return and Void transaction icons
   • Semi-Integrated: will display Welcome/ Bonjour

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Note: To turn off the terminal completely you will need to unplug the power source.

How do I know if my terminal is connected to the Internet?

Understanding the status of your Ethernet connection will help determine what steps to undertake to try and resolve a communication error. The status of your connection is shown by the color of the Ethernet icon, the three squares in a circle, on the top left of your screen on the homepage:

• Green light: Connected to the Ethernet
• White light: Not connected to the Ethernet
• Orange light: Trying to establish a connection to the Ethernet

 

My terminal is showing a green light but it is still displaying a communication error?

If the Ethernet icon color is showing as green but you are still unable to process a transaction and get a communication error, please perform a key exchange (refer to step 2) and then run a test sale to confirm that the terminal is connecting correctly, if not, proceed to step 1 below.

 

How do I resolve a white light and establish a connection?

If the Ethernet icon color is showing as white, this means the terminal is not connected. Follow these steps to help resolve the issue:

• Confirm Ethernet cables are securely connected to both the ETH port on terminal Magic Box and the Ethernet port on the router
• Move the Ethernet cable to an alternate Ethernet port on the router or modem, if available
• If you have multiple terminals, try swapping terminals that aren't working to Ethernet cables of terminals that are working to determine if something is wrong with the specific cable or connection from the router or modem
• Try to restart the modem and determine if the terminal will connect
• Confirm internet connection is working. Access any site using a different device connected to the same network
• If the connection has been established and the Ethernet icon is now showing a green light, please perform a key exchange (refer to step 2) and then run a test sale to confirm that the terminal is connecting correctly, if not, proceed to step 1 below.

 

Step 1: How do I restart/reboot my terminal?

1. Press the yellow [Clear] key and # key together for 5 seconds
2. The screen will show, Reset in Progress and the terminal will reboot
3. Upon successful reboot, the terminal will launch default screens:
   • Standalone: will display the Sale, Force Sale, Return and Void transaction icons
   • Semi-Integrated: will display Welcome/ Bonjour
4. If the internet connection is still failing, go to the next step

 

Step 2: How do I perform a key exchange?

The key exchange will determine if the terminal is able to connect to the server.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [8] for Host Management
4. Choose [1] for Key Exchange
5. Terminal will ask if you want to do a key exchange, press [1] for Yes
6. Once the terminal connects it will confirm whether the key exchange was successful or not
7. If the exchange is successful, perform a test sale
   • If not, then please proceed to the next step

Note: This step will automatically correct the terminal date and time.

 

Step 3: How do I perform a ping test?

The ping test will determine if the terminal is able to connect to the internet.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Choose [5] for Diagnostics
4. Enter URL or IP address, then press the green [Enter] key
5. If terminal is able to ping URL or IP address, you will receive a message: Ping Ok
6. If the Ping Test fails, refer to your Internet Service Provider or IT Manager to determine the issue with the network connection
   • If passed but you still have no network connection, please call Chase Support on 1.800.265.5158 for further assistance

A partial download is necessary to be completed in order to download your terminal file parameters onto your Desk/5000. This will have been completed prior to receiving your terminal, however you will need to perform a partial download if you have called us to update features on your terminal and would like to enable them. If you are experiencing some errors and have not performed a download recently, please perform a partial download to make sure your terminal has up-to-date settings and the latest certificate.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [4] for Maintenance
4. Key in the Manager/Supervisor ID and Password then press [Enter]
5. Press [1] for Download
6. Press [2] for Start Download and the terminal will start the download process
   • If download is successful, terminal will show Succeeded, otherwise it will display Download Failed
7. Once the download is completed, terminal will reboot. Terminal will return to the Main Menu after it reboots

Note: You cannot perform downloads if you have an open batch on your terminal. Follow the steps under How do I manually close and settle my batch? to do so. If you happen to have an open batch when attempting a download, the terminal will ask you to close them first

EMV provides the ability to support chip enabled cards via the smart card reader on the terminal. If you are experiencing any issues with processing a payment using chip and pin, perform an EMV Download as a troubleshooting step. If the EMV download does not solve your issues please give us a call. Performing an EMV download will also ensure you have the latest up-to-date EMV specifications.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [8] for Host Management
4. Press [2] for EMV Public Key Load
5. Press [1] EMV Public Key Load again
6. Once the terminal has connected, if successful it will display Succeeded, otherwise it will display Failed

Note: You cannot perform downloads if you have an open batch on your terminal. Follow the steps under How do I manually close and settle my batch? to do so. If you happen to have an open batch when attempting a download, the terminal will ask you to close them first

1. Open the paper compartment by gently lifting the paper cover latch at the top of the terminal
2. Insert the roll of paper with the loose end unrolling the bottom of roll toward the back end of the terminal
   • Ensure you are using an appropriate thermal paper roll
   • If the paper is installed backward, your paper will print blank as it requires the thermal glossy side to print
3. Unroll enough paper to extend it slightly over the top of the lid
4. Close the lid and press down to snap it back into place, so that the extended paper is pressed securely against the closed lid
   • The paper should unroll back over the top of the printer, not unroll over the screen
   • Once closed you can advance the paper using the Advance paper feed key on the bottom left of your keypad

Note: if you need to order more paper for your printer or any other accessories, click here to learn more.

Your terminal will already be set up with the appropriate date and time based on your location, however if you ever encounter any issues, follow the steps below to adjust the date and time.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [3] for Setup Menu
4. Enter Manager ID and Password then press [Enter]
5. Press [5] for Term Settings
6. From the Term Settings menu, scroll down to press on [8] for Set Date and Time
7. Enter Manager ID and Password then press [Enter]
8. Set the Date using the DD-MM-YY format, press the date tab and a numeric keypad will appear. Press yellow [Clear] button and input the current date. Press the green circle [Enter] button to continue
9. Set the time using the HH-MM in military format, press the time tab and a numeric keypad will appear. Press the yellow [Clear] button and input the current date. Press the green circle [Enter] button to continue
10. Press the [Enter] key to continue with the changes

Your terminal will already be set up with the appropriate date and time based on your location, however if you ever encounter any issues, follow the steps below to adjust the date and time.

1. From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
3. Press [3] for Setup Menu
4. Enter Manager ID and Password then press [Enter]
5. Press [5] for Term Settings
6. Press [2] for Term HW
7. Press [1] for Key Beep
8. Choose desired key beep option:
   • [1] for all off
   • [2] for all on
   • [3] for invalid keys only
9. Press [Enter] to confirm