VeriFone VX 820 Duet User manual

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