VeriFone VX 820 Duet Bedienungsanleitung

TROUBLESHOOTING GUIDE

VERIFONE VX 820 DUET

Error Messages

Below are some error messages you might

see on your terminal and how to resolve

them. If you require further assistance our

Technical Helpdesk is available 24/7 on 0800

338 767 (option 2).

Ofine

This error message indicates your terminal

cannot connect to your payments network,

and is in ‘Ofine Mode.” The terminal can still

take transactions, using functionality called

‘Electronic Ofine Vouchers’. The terminal will

ask for signatures during these transactions.

It is very important that you keep all receipts

signed by cardholders while your terminal is

in Ofine Mode.

You can nd more information about

Electronic Ofine Vouchers at:

www.eftpos.co.nz/electronic-ofine-vouchers,

or in the Guide provided with your terminal.

Please try again

Please refer to the Communication Errors

section of this guide.

Tamper

Verifone eftpos terminals have a number

of security features to protect merchants

and cardholders from fraud, this includes a

security feature we call ‘Tamper’. In the event

someone attempts to access the terminal’s

internal parts the terminal will become

unusable.

Occasionally if a terminal is dropped or

experiences a sudden impact it will go into

Tamper Mode. Your terminal will need to

be replaced. Please contact our Technical

Helpdesk on 0800 338 767 (option 2) for

assistance.

Download Needed

This error message could be due to a number

of software issues. Please contact our

Technical Helpdesk on 0800 338 767 (option

2) for assistance.

Load Params Required

Your terminal requires an update. You can

download the update by:

1. Pressing the menu button and scrolling to

nd and select ‘Load Parameters’

2. If successful, your terminal will display

‘Accepted’ on-screen

3. If the Load Parameters is not accepted,

refer to the Communication Errors

section of this guide.

Man Logon Required

This message indicates your terminal has not

connected to the payment network. You can

manually attempt a logon by:

1. Press the menu button and scroll to nd

and select ‘Load Params’

2. If successful, your terminal will display

‘Accepted’ on-screen

3. If the Load Parameters is not accepted,

refer to the Communication Errors

section

Physical Damage

Physical damage to your eftpos terminal can

be prevented by following the Terminal Care

instructions in the Guide provided with your

terminal.

If your terminal is physically damaged you will

need to contact our Technical Helpdesk on

0800 338 767 (option 2) for assistance.

Communication Errors

If your terminal is displaying the message

‘Comms Error’ on-screen, rst attempt to

logon:

1. Press Menu, scroll down, and select

‘Logon’

2. If successful, your terminal will display

‘Accepted’ on-screen, press the green

Enter button and it will print out your

logon receipt

If the logon is not accepted try the following

Communication Error xes.

Communication Ports

Terminals connected via

Broadband

Reboot your terminal

Please disconnect and then reconnect the

power supply.

Is your internet working?

If the internet at your premises is not opera-

tional contact your internet service provider.

Is there a Broadband cable plugged in to

the 10baseT or Eth (Ethernet) port on your

eftpos terminal?

See the ‘Communication Ports’ diagram

for the Ethernet port your Broadband cable

should be plugged in to.

Reboot the router

This can be done by disconnecting and then

reconnecting the router power supply.

Note: Rebooting a router will cause other

devices to lose internet momentarily.

Check the router’s cabling

Ensure that the cable leads from the router to

the terminal, and is not damaged. If the cable

is damaged you will need to replace your

broadband cable.

Try a different port on the router

Disconnect your broadband cable from the

router and try using another available port on

your router.

Dial-up

If the above steps don’t resolve the comms

error, our Technical Helpdesk may be able to

congure your terminal to temporarily transact

over a phone line. Contact our Technical

Helpdesk on 0800 338 767 (option 2) for

assistance.

TROUBLESHOOTING GUIDE

VERIFONE VX 820 DUET

Terminals connected via a Phone

Line

Reboot your terminal

Please disconnect and then reconnect the

power supply.

Is a phone line plugged in to the RJ-11

Telephone port on your eftpos terminal?

See the ‘Communication Ports’ diagram

above for the RJ-11 port your phone line

cable should be plugged in to.

Check the phone line cable

Over time the cable can become loose. Check

that the cable is properly plugged into the wall

jack and into the RJ-11 Telephone port on

your eftpos terminal.

Is the line dedicated or piggybacked?

We recommend maintaining dedicated

phone lines for your eftpos terminals. If the

phone line is shared with another device (for

example a telephone) try and logon again

with the other device disconnected. Line lter

devices can also interfere with your terminal.

Check that the phone line is live

Unplug the terminal and plug a telephone

into the wall jack that the terminal uses. If the

telephone is also inoperable, you will need to

contact your telecommunications provider.

Try a different phone line

Try using a different wall jack and/or a

different cable, and then attempting a logon.

Broadband

If you have an internet connection on site our

Technical Helpdesk may be able to congure

your terminal to transact over Broadband,

whether temporarily or permanently.

We recommend using a broadband

connection as your primary means of

processing transactions. Transactions

processed over a phone line are much slower

than those processed over broadband.

Contact our Technical Helpdesk on 0800 338

767 (option 2) for assistance

Printer issues - Not printing

Make sure the thermal paper roll is seated

correctly under the printer lid. The paper

needs to feed from the underside up, with the

printer cover closed on top (see below).

If the paper is inserted the wrong way, the

paper will feed but not print.

Terminal only printing half of receipts

• Make sure the printer roller is not loose

• Check that you have the correct paper

roll size for your terminal

You can purchase paper rolls and terminal

accessories online at:

www.eftpos.co.nz/shop-front.

TROUBLESHOOTING GUIDE

VERIFONE VX 820 DUET

0800 338 767 EFTPOS.CO.NZ

EFTPOS New Zealand Limited is a Verifone Company

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