> 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/victa/victa-mobile-ruggedized/victa-mobile-ruggedized-installation-guide/troubleshooting-guidelines.md). # 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. {% hint style="info" %} 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. {% endhint %} {% hint style="warning" %} 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](/hardware-products/hardware/victa/victa-mobile-ruggedized/victa-mobile-ruggedized-installation-guide/specifications.md) 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.* {% endhint %} ## Device Does not Start If the device does not start: * Ensure that the device is plugged in to 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 is in \ screen-saver mode, then 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. ## 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: * 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. * 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. * Contact your local Verifone representative if the problem persists ### Checking Smart Card Reader To check the 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. * Ensure the SAM cards are properly inserted in the slots and are properly secured. * Contact your local Verifone representative if the problem persists. ### Checking CTLS Reader To check the CTLS reader: * Make sure there are no obstructions between the contactless logo and the card. * Hold the card within 4 cm of the reader surface, above the Contactless Reader icon at the top of the display. * Contact your local Verifone representative if the problem persists. --- # Agent Instructions This documentation is published with GitBook. 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