> 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/p630-series/p630-2/p630-2-installation-guide/troubleshooting-guidelines.md).

# Troubleshooting Guidelines

This chapter lists typical malfunctions that may occur while operating a P630-2 device and the appropriate corrective action. 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 P630-2 device uses a tamper-evident case and 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 %}

## Display Panel Does Not Work

Use the following steps to check the display panel:

1. Check all the cable connections.
2. Check the controlling device's AC outlet to be sure the outlet is supplying sufficient power. Substitute the controlling device's power pack with another power pack.
3. The controlling device's application program might not be loaded correctly. Download the application program and try again.
4. If the problem persists, contact your local Verifone representative.

## Keypad Does Not Respond

Use the following steps to check the keypad:

1. Check the display panel. If there are no characters, or the wrong characters are displayed, refer to [Display Panel Does Not Work](/hardware-products/hardware/android-devices/p630-series/p630-2/p630-2-installation-guide/troubleshooting-guidelines.md#display-panel-does-not-work).
2. If the problem persists, contact your local Verifone representative.

## Transactions Fail to Process

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

**Check Magnetic Card Reader**

* Perform a 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 (see [Magnetic Stripe Card Reader](/hardware-products/hardware/android-devices/p630-series/p630-2/p630-2-installation-guide/device-setup.md#magnetic-stripe-card-reader)).
* 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.
* If the problem persists, contact your local Verifone representative.

**Check Smart Card Reader**

* Perform a transaction using several different smart cards to ensure the problem is not a defective card.
* Ensure that the card is inserted correctly (see [Smart Card Reader](/hardware-products/hardware/android-devices/p630-series/p630-2/p630-2-installation-guide/device-setup.md#smart-card-reader)).
* Ensure the SAM cards are properly inserted in the slots and are properly secured (see [SAM/TF Cards](/hardware-products/hardware/android-devices/p630-series/p630-2/p630-2-installation-guide/device-setup.md#sam-tf-cards)).
* If the problem persists, contact your local Verifone representative.


---

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