Troubleshooting Guidelines

The troubleshooting guidelines provided in the following section are to assist you in successfully installing and configuring your IX90. If you have problems operating your IX90, please read through these troubleshooting examples.

If the problem persists even after performing the outlined guidelines or if the problem is not described below, contact your local Verifone representative for assistance. Typical examples of malfunctions you may encounter while operating your IX90 and steps you can take to resolve them are listed.

• The IX90 comes equipped with tamper-evident labels. The IX90 contains no user serviceable parts. Do not, under any circumstances, 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.
• If the LAN connection to your IO Hub is removed during usage, then the merchant facing device will require a restart to switch the network to Wi-Fi and establish the connection.

Using an incorrectly rated power source can damage the unit or cause it to malfunction.

See Specifications for power source information.

L'utilisation d'une source d'alimentation mal évaluée peut endommager l'appareil ou provoquer un dysfonctionnement.

Voir Spécifications pour plus d'informations sur la source d'alimentation.

Device does not start / does not display correct readable information

If the device does not start:

• Ensure that the device is plugged into a dedicated power source.
• Check all the cable connections. Also, check if the power cable connector is plugged in properly.
• If the problem persists, contact your local Verifone representative for assistance.

Blank display

When the device display is blank:

• If the device display is dark, tap the screen with the stylus or your finger. If the unit was in screen-saver mode, the screen will turn on when touched.
• If the display does not show correct or readable information, check all cable connections. If the problem persists, contact your local Verifone representative for assistance.

Keypad does not respond

If the keypad does not respond properly:

• Check the device display. If it displays the wrong character or nothing at all when you press a key, follow the steps outlined in Transactions fail to process.
• Refer to the user documentation for that application if pressing a function key does not perform the expected action to ensure you are entering data correctly.
• Contact your local Verifone representative if the problem persists.

Transactions fail to process

There are several possible reasons why the unit may not be processing transactions. Use the following steps to troubleshoot failures.

Checking Magnetic Card reader

To check the magnetic card reader:

1. Perform a transaction using one or more different magnetic stripe cards to ensure the problem is not a defective card.
2. Ensure that you are swiping cards properly.
3. Process a transaction manually using the keypad instead of the card reader. If the manual transaction works, the problem may be a defective card reader.
4. Contact your local Verifone representative if the problem persists.

Checking Smart Card reader

To check the smart card reader:

1. Perform a transaction using several different smart cards to ensure the problem is not a defective card.
2. Ensure that the card is inserted correctly.
3. Ensure the SAM cards are properly inserted in the slots and are properly secured.
4. Contact your local Verifone representative if the problem persists.

Checking CTLS reader

To check the CTLS reader:

Ensure that there is no obstruction between the contactless logo and the card, that is in between the contactless reader and the actual card itself to perform a smooth transaction.