VeriFone VX 680 User manual

TROUBLESHOOTING GUIDE
VERIFONE VX 680
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 selecting ‘Load Parameters’
2. If successful, your terminal will display
‘Accepted’ on-screen
3. If the Load Parameters is not accepted,
refer to the Communication Error 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 your logon receipt will
print. If the logon is unsuccessful your
terminal will display a more specic
message which will help our helpdesk
determine a fault.
Try the Communication Error xes provided
below and if you still cannot connect call our
helpdesk on 0800 338 767 (option 2).
GPRS
1. Reboot the terminal by holding down the
red X button. Note: Your terminal cannot
remain on charge while attempting this.
The terminal does not turn off when on
charge.
2. Check how many signal bars your
terminal is displaying and whether or
not you have cellphone coverage. The
signal bars shown on your terminal are
much the same as on your phone. If only
a few signal bars are displaying on your
terminal that may mean poor coverage.
If there is no coverage at your current
location your terminal cannot connect to
the network. If the terminal is showing full
signal but still not communicating please
call our helpdesk to diagnose.
Printer issues - Not printing
Note: If you come across any issues with
the terminal not printing. Please reboot the
terminal and place on charge, if the battery is
at it will not print.
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 680