Ingenico FLEX IPP320 Setup guide

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Ingenico Credit Card Terminal Installation, Testing & Usage
Table of Contents
In the Box 1
Requirements 2
Install athenaNet Device Manager (ADM) and Drivers 2
Ingenico Terminal Installation 4
Testing a Credit Card Payment 7
Usage 8
Troubleshooting and Installation Notes 11
Terminal Software Updates 16
Advanced Network Troubleshooting 19
Advanced Device Connectivity Troubleshooting 20
In the Box
Your Ingenico iPP320 comes with the following items included as standard equipment from Elavon:
•iPP320 Terminal (pictured above)
1
•AC Power Supply
•Magic Box (pictured on page 4)
•1x Ethernet Cable, 7’
•1x USB A/B cable, 6’
•An Installation and Quick Reference Guide from Ingenico
oNote: athenahealth recommends you ignore the above guide during the installation process
and follow the instructions provided in this guide instead.
1
Using the industry-standard Kensignton® locking port on the device requires the purchase of a separate lock.

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Requirements
Before you begin installing the Ingenico Credit Card terminal, check that you have the following basic
requirements:
•Administrative access in Windows. Contact your IT staff if you need assistance.
•Browser: Latest Version of Google Chrome, Internet Explorer (IE) 11, or Microsoft Edge.
oNote: IE versions prior to 11 cannot be supported for technical reasons.
•Administrative access in athenaNet. This is only required for the first time your practice adds the
Ingenico device.
•Available connections:
oPower outlet for AC adapter
oUSB port on the local computer
oEthernet port for communication with Elavon’s servers via the Internet
oProperly configured network and firewall (See Network/Firewall Configuration section)
Note: These basic requirements are all that are needed for most installations. Additional detailed requirements
can be found in the Troubleshooting and Installation Notes section. General athenaNet requirements can be
found in the athenahealth Tech Requirements document on the Resource Hub.
Install athenaNet Device Manager (ADM) and Drivers
Important Note: Do not connect the Ingenico Credit Card terminal to your computer until instructed to do so.
Before you can begin Ingenico Credit Card terminal installation process, you must first install athenaNet Device
Manager (ADM), an application that will allow you to use device supported by athenaNet. The following
installation instructions are customized specifically for the Ingenico credit card terminal. Note: For general
instructions, troubleshooting, and questions related to ADM installation, please consult the general ADM
installation instructions found at the link here.If you are certain you already have ADM installed, but have not
installed the Ingenico ADM module, you may skip to step 4 below.
1. Display the Device Management page in athenaNet: On the Main Menu, navigate to Settings, under My
Configurations section click Device Management.
2. Click the Download link and launch the installation program that downloads (check your downloads
window in your browser, type “Ctrl-J” in Chrome/IE).
3. Complete the installation wizard that launches.

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4. ADM is now installed on your computer. Return to the Device Management page in athenaNet: On the
Main Menu, navigate to Settings, under My Configurations section, click Device Management.
5. If the “Ingenico” device does not appear in the Devices table, click Add new. Additional fields appear. If
the device already appears in the table, skip to step 7.
Important Note: Adding/removing devices may only be done by athenaNet users with administrative
permissions. In most cases this is a practice manager, or similarly permissioned super-user. This step only
needs to be performed once per practice if “all” departments are selected, below.
•Device —Select the Ingenico device from the drop-down menu.
•Department(s) —Click All to be able to use the device in all departments (recommended), or click
Selected to choose the departments that can use the device.
6. Click Save.A new row will appear in the Devices table below for the Ingenico device.
7. In the Devices table, click the install link in the ADM Module column to install the module for the Ingenico.
•Note: This step is optional. We recommend performing this step on your first installation for the smoothest
experience. However if you do not perform this step, athenaNet will automatically install the module at the time
of first use. This is useful when deploying many Ingenico devices on a large number of computers.
8. Install the Ingenico USB drivers by clicking the Download link in the Device Software column, as shown
below. Run the installer file that downloads to begin the automatic installation, which will close when
complete.
Please note that during installation it is normal to see the following screen not change status for ~1-4
minutes depending on the speed of your computer as the drivers install.

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9. After completing this installation, reload the Device Management page (Settings, Device Management)
to confirm installation. Successful installation will be reflected with green “Installed” text, as shown below.
10. Last, to ensure your browser works properly, you will need to configure your browser for athenaNet. On the
Main Menu, navigate to Settings, under My Configurations section, click Configure Your Browser.Under
the Browser Settings heading, click the Update Settings button (if present), which may cause your browser
to restart. On success, the button will no longer be present on the Configure Your Browser page and you
will see the green text as shown below:
•Note: Skip step 10 if you have already performed this step. The green text above will show if this is the case.
11. On the Main Menu, navigate to Settings, under My Configurations section, click Device Management to
return to the setup page. Now proceed with the steps under Ingenico Terminal Installation below.
Ingenico Terminal Installation
12. The Ingenico “Magic Box” is the rounded box shown in the center of the figure below. Connect the USB
cable to the Magic Box and to your computer, as shown below. Note: It is not necessary to disconnect
any other devices (ex: RDM check scanner) from the computer unless you need a free USB port.
13. Connect the Ethernet cable to the magic box (see above) and your Ethernet wall jack or hub.
14. Plug the power cable into the Ingenico Magic Box and a power outlet.

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15. Connect the Ingenico Magic Box to the credit card terminal as shown below. The terminal screen will light
up and make a beep. Terminal startup will take about one minute.
Note: During the startup process, you may see the following message:
This message indicates that the device is currently searching for network connection, and is not
necessarily indicative of an issue. Should the message persist for an extended period of time (5+ minutes),
then there may be an issue that needs to be resolved before startup can complete (see Q: My terminal is
stuck at either the “Initializing Host IP” or “Network Problem” screen. What should I do? in the
troubleshooting section).
•Upon successful completion, you will see the athenahealth logo screen. Important: If terminal startup
takes more than five minutes, see the Troubleshooting and Installation Notes section on page 11.
16. Log in to athenaNet and navigate to Settings in the navigation bar.
17. Select Device Management in the My Configurations section.
18. In the Devices table, verify that the Ingenico row is present, displays a green circle in the Status column,
and a version number displays in the ADM Module column instead of an install link. If both the green circle

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and the version number display as shown below, your terminal is properly installed. Your terminal is now
ready for use with athenaNet.
Note: The version number you see may be different from that shown above.
•Important: If either does not display as expected, please see the Troubleshooting and Installation Notes
section on page 11.

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Testing a Credit Card Payment
We recommend conducting a test transaction once you complete installation to verify that the system is
working correctly. Note that this step can only be done once you have gone live on CCP.
Note: Full instructions on using the Collect Payment page in athenaNet are available in O-HELP. The test below uses the
Nonpatient payment feature, but you may also use a test patient if you wish.
1. In the navigation bar, click Financials.
2. Select Nonpatient Payment Activity from the menu.
3. Click the Collect payment link. The Collect Payment Page will appear in a popup window, and the
terminal will light up. If the popup window does not appear, check that your Chrome popup blocker is
disabled!
4. Enter test values into the description and amount fields (see suggested values below):
a. Description: TEST PAYMENT
b. Amount: $1.00
5. Enter the cardholder name for the credit card.
6. Click the Collect Payment button. The terminal will activate and prompt you with the necessary instructions.
During the transaction the athenaNet browser window will display similar instructions.
7. Follow the displayed instructions to complete your test payment. You will know the payment is successful
when the browser displays a payment receipt.
Congratulations: You’re finished with the setup and testing! Please read the Usage Tips, and Troubleshooting
sections below, as well as O-Help on the Collect Payment page for further information.

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Usage
Using Swipe/Manual card entry (non EMV cards or over-the-phone transactions)
•Swipes: Cards without a chip (non-EMV) should be swiped using the magnetic stripe reader on the side
of the device (see image below) when prompted by the terminal. If an EMV card is swiped before
attempting the insert method, the terminal will prompt for the card to be inserted (see next section). The
terminal will accept the EMV card entry via magnetic swipe only if the insert method is attempted and
fails first.
•Manual: When performing an “over the phone” or other manual transaction, manual entry should be
specified in athenaNet. In this case, the terminal will prompt for a credit card number, expiration date,
CVV code, and zip code. Enter these values using the PIN-pad and pressing the green key after each
entry to complete payment.
Using Insert card entry for EMV cards
Accepting credit cards with EMV chips is similar to accepting magnetic stripe cards, with a few key
differences. To accept EMV card payments:
1. Begin the transaction normally. When prompted by the terminal, completely Insert the card (see picture
below), chip first, into the slot until it stops. Do not remove the card until the transaction is complete or
the transaction will fail.

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2. For "chip-and-PIN" cards, the terminal prompts the cardholder to enter their PIN. For "chip-and-signature"
cards, no special action is required.
oNote: There is no way to turn this PIN-entry “feature” off, it is a consequence of the new EMV
technology being pushed by the major card brands (VISA/MC/AMEX/DISC).
3. When the transaction is complete, the terminal prompts the cardholder to remove their card. If not
removed promptly, the terminal beeps to remind the user to remove their card. Only remove the card
after the message is displayed. Early removal of the card results in a failed transaction.
Notes:
•If you swipe an EMV card by mistake, the terminal will recognize the chip card and prompt the user to
insert the card instead of swiping.
•Most US cards will be "chip-and-signature" early on in the EMV transition.
Using contactless payments (includes mobile device payments)
Currently, the following contactless payment methods are known to work with the Ingenico devices and
athenaNet:
•Apple Pay
•Android Pay
•Samsung Pay
•Most NFC-capable credit cards
athenahealth does not officially support other contactless payment methods at this time. If a contactless
payment method fails, try again with a different payment method, such as chip-card insertion, swiping (for
non-EMV cards), or manually keying in the card number. The instructions below are for contactless credit
cards and generic mobile devices. Other services and cards may be slightly different, but will act in a similar
manner.
1. Begin the transaction normally in athenaNet. When prompted by the terminal, hold the customer
payment device (ex: phone) or credit card to the terminal's screen area. A successful tap may take
a moment to register with an audible tone.
2. Confirm the amount:
a. With NFC-capable credit cards, the terminal emits a series of tones, and then the Confirm
Amount screen appears.
b. With a mobile device, you might need to authorize the transaction ahead of time and re-tap
the device on the terminal to trigger the tones and the Confirm Amount screen.
Notes:
•Contactless transactions can be impaired if more than one contactless wireless credit card or device is
near the terminal. To ensure proper functioning, only one NFC- capable device or card should be within
range of the terminal.
•If a transaction is unsuccessful, "Bad Tap" displays on the terminal (see image below). Try again using the
same method or swipe/insert a card into the terminal.

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Other General Usage Tips
•When the terminal screen does not display the athenahealth logo during a transaction, you may
cancel an incomplete transaction as long you have not progressed to the “Processing” stage by using
the red cancel key.
•The yellow key on the terminal acts as a backspace key when manually entering data such as card
number, CVV code, etc.
•The green key on the terminal is serves as an “Enter/Yes” key, and is used to proceed to the next screen
when entering data, or can be used instead of the “1” key on the final amount acceptance screen.
•Note that EMV “Chip and PIN” cards that some cardholders may have require a card holder to enter a
private PIN during a transaction. Therefore, it is desirable to make the terminal patient-facing to allow
PIN entry. The unit may be secured by using a lock in concert with the Kensignton® lock slot found on
the side of the device as pictured on the first page of this manual. Locks are commercially available
from a wide variety of retailers.