> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/troubleshooting-guidelines.md). # Troubleshooting Guidelines This chapter lists possible malfunctions that may occur while operating a Carbon 10 device and recommends appropriate corrective actions. If the problem persists even after performing the outlined guidelines, or if the problem is not described, contact your local Verifone representative for assistance. {% hint style="info" %} The unit comes equipped with tamper-evident labels. The reader contains no user-serviceable parts. Do not, under any circumstance, attempt to disassemble the unit. Perform only those adjustments or repairs specified in this guide. For all other services, contact your local Verifone service provider. Service conducted by parties other than authorized Verifone representatives may void any warranty. {% endhint %} {% hint style="warning" %} Using an incorrectly rated power supply may damage the unit or cause it to not work properly. Before troubleshooting, ensure that the power supply used to power the unit matches the specified requirements (see [Specifications](/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/specifications.md) for detailed power supply specifications). If not, obtain the appropriately rated power supply before continuing with troubleshooting. *Utilisation d'une alimentation mal classé peut endommager l'appareil ou provoquer sa ne fonctionne pas correctement. Avant de dépannage, assurez-vous que l'alimentation utilisée pour alimenter l'unité correspond aux exigences spécifiées (voir spécifications pour les caractéristiques de l'alimentation). Si non, obtenir l'alimentation nominale appropriée avant de continuer avec le dépannage.* {% endhint %} ## Blank Display When the Consumer Display screen does not show correct or clearly readable information: * Check terminal power connection. * Remove and reapply power to the terminal. * If the problem persists, contact your local Verifone service provider. ## Printer Paper Jam If paper jams inside the printer: 1. Open the printer door. 2. Remove the damaged paper from the paper roll. 3. Replace the paper roll and close the printer door. 4. If the problem persists, it may be due to poor paper quality. Install a new roll of higher-quality printer paper. {% hint style="warning" %} Poor-quality paper may jam the printer. To order high-quality Verifone paper, refer to [Accessories and Documentation](/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/service-and-support.md#accessories-and-documentation). *Papier de mauvaise qualité peut provoquer un bourrage. Pour commander - papier de haute qualité Verifone, consultez Accessoires et documentation.* {% endhint %} ## Peripheral Device Does Not Work If any peripheral device does not work properly: * Check the power cord connection to the peripheral device. * Check that the peripheral device is connected to the correct port, has power, and is functioning properly. If possible, perform a self-test on the device in question. * The cable connecting the peripheral device to the terminal may be defective. Try a different cable. See [Connecting Optional Devices](/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/device-setup.md#connecting-optional-devices). * If the problem persists, contact your local Verifone representative. ## Transactions Fail To Process There are several reasons why the card reader may not be processing transactions. Use the following steps to troubleshoot failures. ### Check the Magnetic Card Reader * Perform a test transaction using one or more different magnetic stripe cards to ensure the problem is not a defective card. * Ensure that you are swiping cards properly. With the card reader, the black magnetic stripe should face down. * If possible, process a transaction manually, using an external keypad, instead of the card reader. If the manual transaction works, the problem may be a defective reader. * If the problem persists, contact your local Verifone representative. ### Check the Smart Card Reader * Perform a test transaction using several different smart cards to ensure the problem is not a defective card. * Ensure that the card is inserted correctly and that the card is not removed prematurely. * Ensure the SAM cards are properly inserted in the cardholders and that the cardholders are properly secured (see [Installing or Replacing MSAM Cards](/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/device-setup.md#installing-or-replacing-msam-cards)). * If the problem persists, contact your local Verifone representative. ## Printer Does Not Print If the printer does not work properly: * Check terminal power connection. * Check if the printer is out of paper and that the roll is properly installed. Open the printer door and install a new roll of paper or ensure that the roll is feeding from the bottom. * Verify that the paper roll is properly installed and the printer door securely closed. * If the problem persists, contact your Verifone distributor or service provider. ## Consumer Display Does not Show Correct or Readable Information If the display contains errors or does not power up: * Connect the terminal in to a known-good power supply (if you have one) to see if this clears the problem. * If the problem persists, contact your local Verifone representative for assistance. ## Printer Blade Jams or Printer Door Can't be Closed If the printer blade won't retract or you can't shut the printer door, exercise caution when resolving these issues.

Carbon 10 Figure 21

Use the following steps to return the printer blade back to its retracted position and close the printer door: {% stepper %} {% step %} ## Push the Printer Door Release button {% endstep %} {% step %}

Carbon 10 Figure 22

If the printer blade does not automatically return to its retracted position, press the Release button again (without closing the printer door). {% endstep %} {% step %} If pushing the Printer Door Release button while the printer blade is jammed causes the Release button to lock up as well, pull the Release button toward the printer door (to the default button position). {% endstep %} {% step %} If the printer blade is still jammed, push the printer blade upward while pressing the Printer Door Release button. {% endstep %} {% step %} If the problem persists, contact your local Verifone representative for assistance. {% endstep %} {% endstepper %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.verifone.com/hardware-products/hardware/android-devices/carbon-series/carbon-10/carbon-10-installation-guide/troubleshooting-guidelines.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.