VeriFone MX800 Series Bedienungsanleitung

MX 800 Series

Troubleshooting Guide

MX 800 SERIES TROUBLESHOOTING GUIDE

MX800 SERIES TROUBLESHOOTING GUIDE

MX800 Series Troubleshooting Guide

Revision 1.3

December 07, 2009

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VeriFone, the VeriFone logo, and Ruby SuperSystem are registered trademarks of VeriFone, Inc. Sapphire,

Topaz, HPV-20, Ruby Manager, Everest, EASY ID, Electronic Journal On-site, Ruby Card, MX870, MX860,

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properties of their respective holders.

MX 800 SERIES TROUBLESHOOTING GUIDE

MX 800 SERIES TROUBLESHOOTING GUIDE I

CONTENTS

CHAPTER 1

Troubleshooting Display is Blank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Display is Lit But Does Not Respond . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Application Will Not Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Communications Port Does Not Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Transaction Fails to Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

No Response From the Stylus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Gap in Captured Signature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Detecting Excessive EMI Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

CHAPTER 2

VeriFone Service

and Support

Return a Terminal for Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

ii MX 800 SERIES TROUBLESHOOTING GUIDE

MX 800 SERIES TROUBLESHOOTING GUIDE 1

CHAPTER 1

Troubleshooting

During normal, day-to-day operation of your MX 800 Series terminal, it is possible

for minor malfunctions to occur. Following are some examples of possible

problems, and steps to resolve them.

VeriFone follows stringent quality control standards in the manufacture of

MX 800 Series terminals. Each unit that leaves the factory has been rigorously

tested to ensure quality and reliable operation. However, should you encounter a

problem in operation, read this section for possible causes and solutions.

The troubleshooting guidelines provided in this section identify various problems

and suggest the appropriate corrective action(s). If you have problems operating

your MX 800 Series terminal, please read through these troubleshooting

examples. If the problem persists, or if it is not described below, contact your local

VeriFone representative for assistance.

Display is Blank If the terminal display is dark, touch 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.

Display is Lit But

Does Not Respond

The following sections provide corrective steps if the terminal display is lit but the

unit does not respond to touch or register commands.

To aid future analysis, record what screen image is displayed and any preceding

actions or unusual conditions, such as:

•First transaction of the day

•Power fluctuations or storms

•Transactions in process when the problem occurred

•Other actions or conditions

CAUTION

Perform only the procedures specified in this guide. For all other services, contact

your local VeriFone distributor or service provider. Service conducted by parties

other than authorized VeriFone representatives may void the product warranty.

Each MX 800 Series terminal is equipped with tamper-evident labels. Do not,

under any circumstances, attempt to disassemble the terminal.

2MX 800 SERIES TROUBLESHOOTING GUIDE

Step 1: Calibrate the

touch screen

This procedure does not apply to the MX 830 terminal without touch screen.

To perform a touch screen (panel) calibration, follow this procedure:

1Press the recessed reset button near the top of the Magnetic Stripe Reader

with a straightened paper clip and hold while three LEDs in the MSR track

turn on. Release the button when the middle LED turns off. Keep hands away

from the display until the prompt appears for password entry.

2Enter the password.

3In System Mode, perform a manual touch screen compensation. Tap

CONFIGURE > right blue arrow > CALIBRATE > CALIBRATE. Follow the directions

on the display.

If the problem persists, contact your VeriFone representative or service provider

for assistance.

Step 2: Restart the

terminal application

To restart the application, do the following:

1Using a paper clip, press the reset button for about 2 seconds, then release.

2The three blue lights on the Magnetic Stripe Reader (MSR) should

temporarily light.

3When the password screen is displayed, press only the Clear key. The

application should begin restarting in a few seconds. If the password screen

is not displayed, proceed to Step 3: Power-cycle the terminal.

4Wait until the application has completely restarted and displays the idle

screen before performing any new activity on the register.

If the application does not restart, see the section Application Will Not Start.

Step 3: Power-cycle

the terminal

If the pressing and releasing the reset button does not cause the password screen

to be displayed, power-cycle the terminal using the following procedure.

1To remove power, do one of the following:

•If using an external power brick, either disconnect the brick from the power

source or disconnect the power plug from the terminal’s multiport cable.

•If using a powered USB, disconnect the powered USB connector from the

NOTE

The MX 800 Series terminal requires a touch screen calibration at the time of

installation. The terminal should be powered on and allowed to stabilize at normal

operating temperature; usually this takes no longer than 30 minutes, even if the

terminal was previously in a cooler or warmer location. The touch screen

calibration procedure (below) should then be performed.

MX 800 SERIES TROUBLESHOOTING GUIDE 3

•If using IBM tailgate power, disconnect the tailgate cable from the register

or from the terminal’s multiport cable.

•If using power-over-Ethernet, disconnect the Ethernet cable from the

terminal’s multiport cable.

2After 2 seconds or more, reconnect power.

3The unit should start a complete reboot process, which takes a couple of

minutes to complete. A blue VeriFone screen will be displayed during much

of the process.

4If 5 minutes pass and the blue screen remains and nothing has changed,

power cycle the terminal again to restart the boot process.

5If the application does not restart, see the section Application Will Not Start.

6If the application boots properly but does not communicate with the register,

check the communication parameters on the register and on the terminal. If

the terminal is running via USB and the “MX Gadget” USB drivers are being

used instead of the new “MX Family” drivers, it may be necessary to reboot

the register to resynchronize the register’s USB drivers.

If the problem persists, contact your local VeriFone representative or service

provider for assistance.

Application Will

Not Start

If the application does not start (the System Mode screen displays after power

up), do one of the following:

•If an application has not been loaded into the MX 800 Series terminal, refer to

the MX 800 Family Reference Manual (P/N 23754) for instructions for

downloading the application.

•If this condition occurs on a terminal that previously had been running an

application but will not restart the application, perform the following

diagnostics.

Check internal

battery status

1Press the DIAGNOSTICS icon.

2Press the Manual Diags button.

3Press the right arrow to go to the second diagnostics screen.

4Press the battery icon.

5The screen will indicate whether the battery test passes or fails.

•If it fails, send the MX 800 Series terminal in for repair.

•If it passes, check the encryption keys.

CAUTION

Never press the reset button while the blue VeriFone screen is present. If the

screen says “Loading, please wait . . ., then wait.

4MX 800 SERIES TROUBLESHOOTING GUIDE

Check the

encryption keys

1Press the SECURITY icon.

2Press the KEY STATUS icon.

3Press the right arrow to go to the second diagnostics screen.

4The first screen will show MK (Master Key) status.

•If you are using Master Keys, there should be an indication that one or

more are loaded.

•If you are not using Master Keys, “No Key” will be displayed for each of the

ten Master Key slots.

5Touch the screen or press Enter to go to the DUKPT key status screen.

•If you are using DUKPT keys, there should be an indication that one or

more are loaded.

•If you are not using DUKPT keys, “No Key” will be displayed for each of

the three DUKPT key engines (See chapter 2).

6If “No Key” is shown for all master key slots and all DUKPT engines, there

was probably a security event that caused the terminal to erase all keys and

applications. Send the terminal in for repair.

Communications

Port Does Not

Work

The following are the corrective steps to be taken if a communications port does

not work.

1Check whether the device connected to the port of the multiport cable of the

MX 800 Series terminal has power and is functioning correctly. If possible,

perform a self-test on the device.

2The cable connecting the optional device to the MX 800 Series terminal’s

communications port may be defective. Try a different communications cable.

3If the problem persists, contact your local VeriFone representative or service

provider for assistance.

Andere Handbücher für MX800 Series

Inhaltsverzeichnis

Andere VeriFone Zahlungsterminal Handbücher

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VeriFone

VeriFone Omni 3200 Bedienungsanleitung

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VeriFone HICAPS VX820 Bedienungsanleitung

VeriFone

VeriFone NURIT 8000 Bedienungsanleitung

VeriFone

VeriFone FlexClock Bedienungsanleitung

VeriFone

VeriFone VX 520 Series Bedienungsanleitung

VeriFone

VeriFone omni 5 series Bedienungsanleitung

VeriFone

VeriFone Omni 3600 Bedienungsanleitung

VeriFone

VeriFone VX 675 Series Bedienungsanleitung

VeriFone

VeriFone V240m Bedienungsanleitung

VeriFone

VeriFone VX 520 Series Bedienungsanleitung

VeriFone

VeriFone HICAPS VX820 Montageanleitung

VeriFone

VeriFone VX805 CTLS Kurzanleitung zur Einrichtung

VeriFone

VeriFone VX 520 Series Bedienungsanleitung

VeriFone

VeriFone MX850 Bedienungsanleitung

VeriFone

VeriFone VX 675 Series Bedienungsanleitung

VeriFone

VeriFone Omni 3600 Bedienungsanleitung

VeriFone

VeriFone VX820 Pin Pad Bedienungsanleitung

VeriFone

VeriFone MX 915 Bedienungsanleitung

VeriFone

VeriFone VX 680 Bedienungsanleitung

VeriFone

VeriFone Presto Smart e355 Gebrauchsanweisung

Beliebte Zahlungsterminal Handbücher anderer Marken

PAX

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Moneris

Moneris hispeed 6200 Bedienungsanleitung

Moneris

Moneris iWL220 Bedienungsanleitung

Ingenico

Ingenico iUC280 Bedienungsanleitung

Ingenico

Ingenico Tetra Move/5000 Bedienungsanleitung

Ingenico

Ingenico iWL250B Bedienungsanleitung

Optimum

Optimum M4230 Bedienungsanleitung

Triton

Triton RL5000 Bedienungsanleitung

Ingenico group

Ingenico group Lane/8000 Bedienungsanleitung

Gilbarco

Gilbarco FlexPay IV CRIND Installations- und Betriebshandbuch

Infinite Peripherals

Infinite Peripherals Infinea Tab Lite Bedienungsanleitung

PAX

PAX S920 Bedienungsanleitung

Ingenico

Ingenico iCT220, iCT250 Bedienungsanleitung

dejavoo

dejavoo Z Series Bedienungsanleitung

Optomany

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Skyzer

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Moneris

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