# Messages and Troubleshooting

## Troubleshooting <a href="#toc139626917" id="toc139626917"></a>

This section contains general situations that may occur and the steps to take to change them.

In some cases, the manager may need to perform procedures restricted to certain security levels.

Troubleshooting procedures are divided by function.

* Car Wash
* Fuel Sales
* Installation Information
* Printer
* Product Sales

## Car Wash

### Code Does Not Print

If a car wash code does not print on the receipt and the “CAR WASH CODE UNAVAILABLE” message was not displayed, check the following items:

* The car wash department number is set up in the Department Setup function in Car Wash Manager mode.
* The car wash item is set up in the Car Wash Key Setup function in Car Wash Manager mode.

## Fuel Sales

### Cannot Clear a Fuel Sale

If a fuel sale cannot be cleared from the POS, check the status of the pump using the \[VIEW] key. If the pump status is “HOLD,” then the sale may already be on the ticket, or it may be on another POS at the site. If the sale cannot be found and removed using standard transaction methods, call the Verifone Technical Support Center. The representative can provide a one-time password to access the Clear Pumps on Hold function in Fuel Manager mode.

## Installation Information

### Retrieving Installation Information

Troubleshooting the system may require contacting an agent at the Verifone Technical Support Center who asks for the system’s installation information.

The Print Installation Information function lists:

* Registration Information
* Application Configuration
* Software Configuration
* Hardware Configuration
* I/O Configurations
* System Upgrades since the original application was installed

Print Installation Information function appears in maintenance menu.

## Printer

### Printer Communication Errors

If the printer is not printing, is offline, or has lost communication with the POS, check the following items:

* Make sure the printer is online.

  For example, if the printer was recently opened to check or replace the tape, put the printer back online by pressing the \[ON LINE] or \[Ready] button.
* Make sure all cables between the POS and the printer are secure.
* If there is a multi-station printer, reset the printer:

{% stepper %}
{% step %}

### Open the printer cover

Open the cover of the printer.
{% endstep %}

{% step %}

### Locate the reset button

Locate the reset button inside, to the right. It is labeled “RESET.”
{% endstep %}

{% step %}

### Press the reset button

Press the reset button briefly with a pencil or pen.
{% endstep %}

{% step %}

### Close the cover and bring online

Close the cover. Press \[ON LINE].
{% endstep %}
{% endstepper %}

* If there is an Epson TM-U950 printer, reset the printer:

{% stepper %}
{% step %}

### Locate the black reset button

Locate the black reset button on the back of the printer, located on the blue connector.
{% endstep %}

{% step %}

### Press and release the reset button

Press and release the reset button.
{% endstep %}

{% step %}

### Bring the printer online

Press \[ON LINE].
{% endstep %}
{% endstepper %}

## Product Sales

### PLU Not Found

The “PLU Not Found” message could occur in the following cases:

* After keying a number, pressed \[ENTER] instead of pressing a department or MOP. Press \[ERROR CORR] to correct the entry.
* Keyed a PLU number that should exist but does not:
  * If a PLU number is keyed incorrectly, key it again and press \[ENTER].
  * If a PLU number is valid but has not been defined in the POS, key the price of the item and press \[ENTER]. PLUs entered this way are reported in the PLU Exception Report.


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