Troubleshooting Guidelines

This chapter compiles common instances of malfunctions that may arise during the operation of your device, along with the corresponding steps to address them. The troubleshooting guidelines outlined in the subsequent sections are incorporated to facilitate the effective installation and configuration of the device. Should you encounter challenges in operating your unit, please refer to these troubleshooting examples. If the issue persists despite following the provided guidelines or if the problem is not covered, kindly reach out to your local Verifone representative for further assistance.

The device is equipped with tamper-evident labels and does not contain any user-serviceable parts. It is crucial not to attempt to disassemble the unit under any circumstances. Only perform adjustments or repairs explicitly outlined in this guide. For any other services, please contact your local Verifone service provider. Utilizing services from unauthorized parties may potentially void any existing warranty.

All units require the use of a power supply. Only use a Verifone-supplied power pack. Using an incorrectly rated power supply may damage the unit or cause it to malfunction. Ensure that the power supply used to power the unit matches the specified requirements on the back of the unit (refer to Specifications for detailed power supply specifications) before troubleshooting. If not, obtain the appropriately rated power supply before continuing with troubleshooting.

Toutes les unités nécessitent l'utilisation d'une alimentation. Utilisez uniquement un bloc d'alimentation fourni par Verifone. L'utilisation d'une alimentation mal calibrée peut endommager l'appareil ou l'empêcher de fonctionner correctement. Assurez-vous que l'alimentation électrique utilisée pour alimenter l'unité correspond aux exigences spécifiées à l'arrière de l'unité (voir Spécifications pour les spécifications détaillées de l'alimentation électrique) avant le dépannage. Dans le cas contraire, procurez-vous une alimentation électrique appropriée avant de poursuivre le dépannage.

Device Does not Start

If the device does not start:

• Ensure that the device is plugged into a dedicated power source.
• Verify all the cable connections including the proper insertion of the power cable connector.
• If the problem persists, reach out to your local Verifone representative for assistance.

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.
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 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 (see Magnetic Stripe Card Reader Use).
• 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 test transaction using several different smart cards to ensure the problem is not a defective card.
• Ensure that the card is inserted correctly (see Magnetic Stripe Card Reader Use).
• Ensure the MSAM cards are properly inserted in the slots and are properly secured (see MSAM/uSD Cards).
• If the problem persists, contact your local Verifone representative.