Error: terminal response timeout exceeded (Timeout)

When the Timeout error appears

• during card payment;

• when the network connection to the terminal is unstable;

• if the customer takes too long to enter the PIN code;

• when working via RDP without the correct network setup;

• when the terminal driver service is frozen or not responding.

How to tell that the terminal did not return a response in time

• The message «The waiting time for a response from the terminal has expired» (Timeout error).

• The terminal is frozen at the «Connection» or «Processing» stage.

• DeviceBusy error when attempting to repeat the payment.

Why the terminal does not respond to Torgsoft in time

1. Network: change of the terminal's IP address (DHCP), IP conflict on the network, weak Wi-Fi signal.

2. Settings: timeout in Torgsoft is too short (less than 60 sec).

3. Windows services: the driver service (BankTerminal or POSsvc) is frozen.

4. RDP: incorrect port forwarding on the router.

How to fix the Timeout error

Step 1. Quick recovery (at the checkout)

1. Restart the terminal power (disconnect it from the 220V power supply or hold down the Power button for 5 seconds).

2. Wait until the terminal menu finishes loading.

3. Restart Torgsoft.

4. Try the payment again.

Step 2. Increase the timeout (in Torgsoft)

If customers do not manage to enter the PIN in time:

1. Menu Settings — Parameters — Additional functions — Bank terminal.

2. Parameter Response waiting time (sec).

Increase the timeout in the program settings where the bank terminal settings are specified. This is possible when the JSON (COM/TCP), B-POS, PosApi, or SSIAxECR protocol is used.

3. Set the following value:

• Recommended: 120–180 sec.
• For Verifone X990 (SSIAxECR): up to 420 sec.
• For Inpas: 120 sec.

Step 3. Check services (for the administrator)

If the terminal is connected via JSON/WebSocket (Ethernet):

1. Press Win+R, type services.msc.

2. Find the BankTerminal or TorgSoftService service.

3. Click Restart.

Step 4. Stabilize the network

• Static IP: assign a static IP address to the terminal's MAC address on the router. Enter this IP in the Torgsoft settings.

• Cable: switch the terminal from Wi-Fi to Ethernet cable. This is critical for stability.

• RDP: for remote work, configure Port Forwarding (ports 2000 or 3000) on the store router.

How to check that the issue has been resolved

1. Perform a payment of 1 UAH.

2. The terminal activates within 1–2 seconds.

3. The receipt in the program is printed automatically after the funds are debited.

How to reduce the risk of another Timeout

• Whenever possible, use a wired Ethernet connection instead of Wi-Fi. If the terminal works only via Wi-Fi, ensure a stable signal and do not use overloaded or unstable access points.

• Always use a static IP for banking equipment.

• Minimum timeout — 120 seconds.

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