> 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/engage-devices/vxxx-series/v200c/v200c-installation-guide/troubleshooting-guidelines.md). # Troubleshooting Guidelines This chapter lists possible malfunctions that may occur while operating V200c and V400c devices 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 terminal 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/engage-devices/vxxx-series/v400c/v400c-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 terminal display screen does not show correct or clearly readable information: * Check terminal power connection. * Remove and reapply power to the terminal. * Check all cable connections and verify that the telephone line is properly connected. * If the problem persists, contact your local Verifone service provider. ## Terminal Does Not Dial Out Use the following steps when the terminal does not dial out: * If you are using a telephone connection, check if the telephone line is plugged correctly in the terminal port and in the telephone line socket. * Check that the telephone line is working by plugging it into a working telephone and listening for a dial tone. * Replace the telephone cable that connects the terminal with a cable you know is working correctly. * Verify that a modem profile is present. The modem will not function without a modem profile. * If your terminal shares the same network as your Internet, check that the Internet connection is working. * If you are using a Wi-Fi connection, the terminal may be out of the Wi-Fi range. If possible, move the terminal closer to the Wi-Fi router. * If your establishment uses the same modem or router to connect to a PC, you should attempt to visit a web site to verify that the router or modem is working properly. * Check if the Wi-Fi router or modem is turned on or plugged in and connected to the telephone socket. * Test the router or modem by connecting an analogue telephone to the phone line that the router or modem is using. Make sure there is a normal dial tone. * Try rebooting your router, modem and/or terminal, disconnect the power cable to the terminal and router. Wait approximately 30 seconds. Allow 60 seconds for the terminal application to reboot and establish a connection with the router. * If you are using an Ethernet connection, check if the Ethernet cable is connected to the port on the terminal and to a working network port. * If the problem persists, contact your local Verifone service provider. ## Printer Paper Jam If paper jams inside the printer: 1. Open the paper roll cover. 2. Remove the damaged paper from the paper roll and clear the feed mechanism. 3. Install printer paper. 4. If the problem persists, it may be due to poor paper quality. Install a new roll of higher-quality 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/engage-devices/vxxx-series/v400c/v400c-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 %} ## Keypad Does Not Respond If the keypad does not respond properly: * Check the terminal 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). * If selecting a function key does not perform the expected action, refer to the user documentation for that application to ensure you are entering data correctly. * If the problem persists, contact your local Verifone representative. ## Peripheral Device Does Not Work If any peripheral device (PIN pad or smart card reader) does not work properly: * Check the power cord connection to the peripheral device. * Check that the device connected to the proper port has power and is functioning properly. If possible, perform a self-test on the device in question. * The cable connecting the optional device to the terminal serial port may be defective. Try a different serial cable. See [Connecting Optional Devices](/hardware-products/hardware/engage-devices/vxxx-series/v400c/v400c-installation-guide/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 manual transaction does not process, proceed to Check the Telephone Line. * 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/engage-devices/vxxx-series/v400c/v400c-installation-guide/setup.md#installing-or-replacing-msam-cards)). * If the manual transaction does not process, proceed to Check the Telephone Line. * If the problem persists, contact your local Verifone representative. **Check the Telephone Line** * Disconnect the telephone line from the terminal and connect it to a working telephone to check for a dial tone. If there is no dial tone, replace the telephone cable. * If the problem appears to be with the telephone line, check with the party you are trying to call to see if their system is operational. If they are not experiencing difficulties with their line, contact the telephone company and have your line checked. * If the telephone line works, contact your local Verifone representative for assistance. ## 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 paper roll cover and install a new roll of printer paper or ensure that the roll is feeding from the bottom. * Verify that the printer roller and paper roll dust cover are properly installed. * If the problem persists, contact your Verifone distributor or service provider. ## Terminal Display Does not Show Correct or Readable Information * 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. --- # 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/engage-devices/vxxx-series/v200c/v200c-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.