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Set Up a Replacement PIN Pad in POSitouch

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Description: Learn how to connect, configure, and register a replacement PIN Pad in POSitouch, from physical connection through IP setup, Transaction Manager registration, and test transaction confirmation.

Important: Do not unplug your existing PIN Pad until you are ready to connect the replacement. If you have multiple terminals, replace and fully test one PIN Pad at a time before moving to the next.

Before You Begin: What You Need to Replace a Pin Pad

Before starting, have the following ready:

  • The replacement PIN Pad (Lane 3000, Lane 3600, or Ingenico iPP320 — check your shipping label)
  • An Ethernet cable (the PIN Pad connects to your network, not directly to the terminal)
  • The terminal number the PIN pad belongs to (for example, Terminal 2 or Terminal 4)
  • Access to Transaction Manager on the PosDriver
  • The IP address range used by your other PIN Pads (contact Shift4 Support if unknown)

Note: Check the label on the bottom or back of the device to confirm your model. Lane 3000 and Lane 3600 are the current standard replacement models. If your existing PIN Pads are labeled iPP320, the replacement will be a Lane 3000 — the setup process is the same, but you will need to update the model in Transaction Manager (covered in Step 4).

Step 1: Connect the Replacement PIN Pad to Your Network

  1. Unplug the old PIN Pad from the network cable and from the terminal.
  2. Connect the Ethernet cable to the back of the replacement PIN Pad.
  3. Connect the other end of the Ethernet cable to your network switch or the same port the old PIN Pad used.
  4. If the PIN Pad has a separate power cable, plug it in. Lane 3000 and Lane 3600 models are powered over Ethernet (PoE) — if your switch supports PoE, no separate power cable is needed.
  5. Wait 30 seconds for the device to power on. The screen should display a startup sequence.

Step 2: Configure the IP Address on the Pin Pad

The replacement PIN Pad needs a static IP address that matches your network. Configure this from the PIN Pad's configuration menu.

Configure the IP Address on a Lane 3000 or Lane 3600

  1. On the PIN Pad, press the F key and enter the admin code 2634.
  2. Navigate to Config > Network.
  3. Select IP Configuration and change the setting to Static.
  4. Enter the IP address assigned to this terminal's PIN Pad. Use the same last-octet pattern as your other PIN Pads (for example, if Terminal 2's PIN Pad was 192.168.0.62, enter 192.168.0.62).
  5. Enter the Default Gateway. This is typically your router's IP address (for example, 192.168.0.200 or 192.168.1.1).
  6. Enter DNS 1 — typically the same as the Default Gateway.
  7. Enter DNS 2 as 8.8.8.8 (Google's public DNS).
  8. Save the settings and allow the PIN Pad to reboot.

Configure the IP Address on an Ingenico iPP320 (Older Sites)

  1. On the PIN Pad, hold the yellow Clear key and the Backspace key simultaneously to access the configuration menu.
  2. Navigate to Communication > TCP/IP > IP Address.
  3. Enter the static IP address, subnet mask, and gateway as directed by your network settings.
  4. Save and allow the device to reboot.

Note: Contact Shift4 Support before this step if you are unsure which IP address to use. Support can look up the IP address that was assigned to the previous PIN Pad on this terminal and confirm the correct settings for your network.

Step 3: Clear the Old Serial Number in Transaction Manager

Transaction Manager stores the serial number of each PIN Pad. You must clear the old serial number so the system can register the new device.

  1. On the PosDriver, open Transaction Manager.
  2. Navigate to the Terminals or Devices section.
  3. Locate the terminal number that corresponds to the PIN Pad you are replacing (for example, TID 0002 for Terminal 2).
  4. Select the terminal entry and locate the Serial Number (S/N) field.
  5. Clear the serial number field — delete the existing value and leave it blank.
  6. If the PIN Pad model has changed (for example, replacing an iPP320 with a Lane 3000), also update the Pin Pad Model field from iPP320 to Lane 3000.
  7. Save the changes.

Important: If you skip clearing the serial number, the system will try to communicate with the old device, and the new PIN Pad will remain stuck on "Lane Closed." The serial number field must be blank before you download to the new device.

Step 4: Restart UTG and Download Configuration to the Pin Pad

  1. On the PosDriver, locate the UTG icon in the system tray (bottom-right of the taskbar).
  2. Right-click the UTG icon and select Restart UTG (or Start Standalone).
  3. Wait 60 seconds for UTG to restart fully.
  4. UTG automatically attempts to download the configuration to the PIN Pad. The PIN Pad screen shows a download or configuration progress sequence.
  5. Once the download completes, the PIN Pad screen changes from "Lane Closed" to "Ready" or "Idle."

Note: If UTG does not automatically download the configuration, open services.msc from the PosDriver (Windows key + R, type services.msc, press Enter). Locate Shift4 UTG2, right-click, and select Restart. Wait 60 seconds and check the PIN Pad screen again.

Step 5: Confirm the New Serial Number and Test the Pin Pad

  1. Return to Transaction Manager and open the terminal entry you updated in Step 3.
  2. Confirm the Serial Number field has been automatically populated with the new PIN Pad's serial number. This confirms the download was successful.
  3. On the POSitouch terminal, start a test check and attempt to process a test payment using a credit card.
  4. Confirm the transaction is approved and that the PIN Pad returns to the Ready state after the test.
  5. If the test transaction is approved, the installation is complete.

Warning: Do not assume the PIN Pad is working based on the screen status alone. A live test transaction confirms end-to-end communication between the PIN Pad, UTG, and the Shift4 gateway.

Troubleshooting: Pin Pad Still Shows Lane Closed

If the PIN Pad still shows "Lane Closed" after completing all steps above, work through these checks in order.

Check 1: Is the IP Address Correct?

Confirm the IP address entered on the PIN Pad matches the IP address configured in UTG for that terminal. A mismatch is the most common cause of a failed connection.

Check 2: Is the Network Cable Connected?

Unplug and re-seat the Ethernet cable at both the PIN Pad and the network switch. Confirm there are link lights on the switch port. If there are no link lights, try a different cable or a different switch port.

Check 3: Is the Serial Number Cleared?

Return to Transaction Manager and confirm the serial number field for this terminal is blank, not the old value. If the old serial number is still present, clear it again and restart UTG.

Check 4: Is the Pin Pad Model Correct in Transaction Manager?

If you are replacing an iPP320 with a Lane 3000 or Lane 3600, confirm the Pin Pad Model field in Transaction Manager has been updated. If it still shows iPP320, update it to Lane 3000, clear the serial number again, and restart UTG.

Check 5: Restart the POSiPay Service

On the PosDriver, open services.msc. Locate POSiPay in the list, right-click, and select Restart. Wait 60 seconds and check the PIN Pad.

Getting Further Help

If the PIN Pad still shows Lane Closed after all checks above, contact Shift4 POSitouch Support. Have your Merchant ID, the terminal number, the PIN Pad model, and the IP address you configured ready before you call.

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