> 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/ix90-countertop-series/ix90-ux700/ix90-ux700-installation-guide/troubleshooting-guidelines.md). # 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. {% hint style="info" %} * 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. {% endhint %} {% hint style="warning" %} Using an incorrectly rated power source can damage the unit or cause it to malfunction. See [Specifications](/hardware-products/hardware/android-devices/ix90-countertop-series/ix90-ux700/ix90-ux700-installation-guide/specifications.md) 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.* {% endhint %} ## 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](#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. --- # 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/ix90-countertop-series/ix90-ux700/ix90-ux700-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.