Elavon Device Updates

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Appetize recommends and furnishes Ingenico Tetra devices for Elavon integrations. Therefore, the below guidance is specific to Tetra. 

Device Updates

All Elavon Tetra devices are updated using a download system hosted by Elavon (their Hosted Estate Manager / HEM). Therefore, updating of any device requires ELAVON to stage or schedule an update, and then the device can pull that update.

Identify the Device Serial Number

Pressing the zero '0' key on the main menu will display the 8-digit portion of the S/N which allows Elavon to target that device for download.

Note: This is NOT the same as any S/N stamped on the device.

This 8-digit S/N must be provided to Elavon support team, to request them to stage an updated build and/or settings for that specific reader. In addition, that S/N must be already known to the HEM download system.

First Time Boot Sequence

The device must initially log onto the network, so that it can self-register with the download system, before updates can be staged for the device.

  1. Receive terminal from Elavon
  2. Allow the pinpad to boot normally.
  3. From Home screen - hold Pound (#) and yellow Clear key for 2 seconds to reboot.
  4. When screen says “Initializing” Press green Enter key. The top of screen should say “Elavon Sub Menu”.
  5. Press Enter again to Initiate IngEstate
  6. Pinpad will “self-register” its S/N with the Elavon HEM download host.
  7. Press 0 to obtain the S/N, and send this to Elavon with a request to stage our Appetize app for download.
  8. Receive confirm from Elavon.
  9. Perform the steps above, to refresh from the staged download.

Pull Updates: Reboot + SubMenu

Devices should automatically pull update on reboot, but to manually trigger this, or for devices which are being setup for the first time, follow the below steps:

For Tellium devices: (the steps will be the same for Tetra devices, but the wording for Initiate IngEstate may be different).

  1. From Home screen - hold Pound (#) and yellow Clear key for 2 seconds to reboot.
  2. When screen says “Initializing” Press green Enter key. The top of screen should say “Elavon Sub Menu”.
  3. Press Enter again to Initiate IngEstate
  4. Pinpad will pull any “staged” downloads from the Elavon HEM download host.
  5. Allow the pinpad to reboot normally.

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