Pinpad is not working

Use Case

Stores report that the pin pad is not working, not recognized, or showing a “USB not found” error. The issue is often caused by improper connections, faulty power cables, or incorrect USB port assignments—especially on Lenovo registers, which require the pin pad to be connected to a specific USB port.

Examples of Customer Inquiries

• “The pin pad isn’t working.”
• “Pin pad not recognized.”
• “USB not found.”
• “No USB Connection! Please Check The Cable.”
• “Pin pad screen is off.”
  
   

Questions / Steps to Isolate the Issue

1. Confirm with the store that the pin pad USB is connected to the correct port.
2. Ask the store to provide images of the pin pad connection.
3. Confirm whether the printer is connected and recognized, since it often shares similar connection paths
4. Ask if the screen on the pin pad is powered on.
5. Determine whether the issue persists across different registers or cables.
   
    

Step-by-Step Guide

1. Confirm Connections
    
   • Ensure both communication and power cables are properly connected.
      
   • If the pin pad screen is off, unplug and replug the power cable.

2. Swap & Test Hardware
    
   • Try connecting the pin pad to a different register.
      
   • Swap with a known working power cable and test again.
      
   • If it works, send a new power cable to the store.
      
   • If it still doesn’t work, test using a different power supply or communication module.
     
      
3. Check COM Ports
    
   • If the COM port isn’t showing, the pin pad is likely disconnected or incorrectly connected.
     
      
4. For “No USB Connection! Please Check The Cable” Errors
    
   • Remote into the register.
      
   • Open Device Manager → Universal Serial Bus Controllers.
      
   • Look for errors like “Unknown USB Device (Device Descriptor Request Failed)”.
      
   • This error indicates that the pin pad is not plugged into the required USB port for Lenovo registers.

5. Reference Documentation
   
    
   • Follow the Pin Pad Troubleshooting Guide here:
     🔗https://follettcorp-my.sharepoint.com/:w:/g/personal/sjackson_follett_com/EaCZ1op_-fpAqUhl_nPEDZoBAoWi8mXeI_ppJaPJivyPTQ?email=sreeves%40follett.com&wdOrigin=TEAMS-MAGLEV.p2p_ns.rwc&wdExp=TEAMS-TREATMENT&wdhostclicktime=1745254589827&web=1