PinPad Device is not Prompting or is Stuck on "Lane Closed" (Fortis)

PinPad Device is not Prompting or is Stuck on "Lane Closed" (Fortis)


Visual Matrix communicates with your pinpad, which in turn communicates with your credit card gateway/processor. Since the pinpad is not Visual Matrix hardware, our assistance may be limited. If you encounter communication issues between Visual Matrix and a pinpad device, the first step is to check the device broker​ on your main computer and ensure it is running. If the issue persists, especially if the pinpad screen displays "Lane Closed" (and Fortis is your gateway), you can take the following additional steps:
- Reboot the pinpad devices by unplugging them for two minutes and then plugging them back in.
- If you are a BW property, contact GLS to confirm that the Fortis Rule for GLS is whitelisting Port 443 and that the domain "ing.zeamster.com" (IP: 54.147.216.160) is enabled.

    • Related Articles

    • Fortis Pay - Infos & Best Practices

      Visual Matrix PMS is the tool you are using to communicate with your gateway but Visual Matrix is not processing your credit card transactions. Visual Matrix communicates with Fortis Pay. Fortis Pay Contact Phone: (800) 761-8039 Fortis Pay Error Page ...

    • Pinpads are not working, not responding, or show offline

      If you have multiple pinpads and some are working while others are not, or if the message is Lane Closed (either a port is not forwarded anymore or the pin pad is updating), please contact your gateway provider. 1. Make sure your computer is ...

    • Preparation before switching to Fortis Pay EMV

      When will the switch happen? Visual Matrix and Fortis Pay have scheduled and confirmed a date and time to take the EMV interface "live" at your property. In order to ensure a smooth transition to the new EMV Credit Card Interface, please review this ...

    • Send Emails Stuck in the Queue (Desktop)

      When you encounter an issue with emails not sending, those emails are not lost, they are (just) stuck in the "queue". Once you have restarted Chilkat, emails in the queue should move out. If it is not always the case, you will need to send them ...

    • Following the Status of my Credit Card Gateway Outage

      Sometimes, you cannot process a credit card because there is an issue with your Gateway - Shift4, Elavon, Moneris or Tsys. Each of them has its own URL you can go to follow the status of an outage: - Fortis: https://status.epicpay.com/ - Elavon: ...