A response of 'Waiting for Line', 'Waiting for Dial Tone', or 'No Line' indicates that the terminal is not

detecting a dial tone, or is not getting a response from the dialed host. This response can be the result of a download or a transaction attempt. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Solution

Waiting for Line --Waiting for Dial Tone --No Line

The Terminal is not Connect the terminal to an active connected to an active phone jack. phone line. The Terminal is connected to a line that Set terminal to dial 9. requires a 9 to dial out. The Terminal is set to Remove the 9 from the terminal dial 9, but the line does programming. not require it. The Terminal is Set the terminal to dial *70 connected to a line that before dialing the number. has call waiting. The caller is on the same Caller will have to disconnect in line as the terminal. order for the terminal to dial out. Other devices are Remove any other devices that sharing the line with the are sharing the same line. terminal. The phone cord connecting the terminal Replace the phone cord. to the jack is defective. The terminal is Connect the terminal to a connected to a Digital standard analog line. line. The terminal is connected to a line that Move the terminal to an will not allow long unblocked line, or have the phone distance calling, and the service provider remove the phone service provider is block on the line. blocking the call. Vericenter - for Confirm, by dialing, the number

is responding - if not, notify your downloads or NCN - for supervisor of the outage. Get a transactions is currently callback number for the caller, down. we will advise when the server is back online. Confirm by having the terminal dial into your direct extension, if The modem in the confirmed that the modem is not terminal is defective. dialing out, the terminal will require service. Clear all voice mail messages Voice Mail on the line is from the line, insert comas before not allowing the terminal the number to provide a sufficient to detect the dial tone. delay before the terminal attempts to dial the number.

A response of 'Application Not Configured' indicates that the Application that was input during the download process is not available on the server. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

Application Not Configured

The file that is being downloaded has not yet been built. The *ZP that was input during the download process is incorrect. The terminal is built for the wrong terminal type (3300, 3740, 3750) within Vericentre.

Build the file. Verify the accuracy of the *ZP being used and redownload the terminal. Rebuild the file for the correct terminal type.

Ensure the terminal is dialing The Terminal is dialing into into the correct download the wrong server to pull the phone number to pull the download. specific file.

A response of 'Checks Not Allowed' indicates that the program being accessed is not setup. This is caused when the credit card service download includes a check program. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Solution

Checks Not Allowed

The Credit Card service download Ensure the merchant includes a prompt for check services, presses [*] before but this menu prompt does not point selecting checks. to our check program. Our program is not installed in the Download the terminal. terminal. There are multiple check services Remove all other installed in the terminal. check services.

A response of 'No Applications Installed' indicates that the terminal has not been downloaded with any applications. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

No Applications Installed

Brand New Terminal - has not yet been Download downloaded with any applications. terminal. Redownload All file groups have been cleared. terminal.

When the terminal freezes while trying to autobatch, it can be caused by several different reasons. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

Terminal Freezes The terminal's Change the time for the check batch to When Trying check batch time not conflict with that of the credit to Autobatch conflicts with the cards. credit card's batch

time. Ensure that the terminal is not on the same line as an alarm system, is not The terminal is not connected to a switched outlet (turned able to connect to off when the terminal would normally an active line when autobatch), or not otherwise powered trying to autobatch. down when the merchant location is closed. Conflict between Turn off autobatching for checks the credit altogether. application and the (Autobat = 0, Autotim = blank, check application. Autoimg = blank)

When the terminal displays that a particular application is not responding, it can be caused by several different reasons. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

Application XXX is Not Responding

The customer did not allow Return to the VMAC menu the previously active and allow the terminal application ample time to approximately 5 seconds to completely shut down close all previously active before accessing the next applications before selecting application from the the new application. VMAC menu. The version of VMAC is not compatible with the Ensure the version of VMAC application that is being is 1.4.2 or higher. accessed. The version of Comm Server is not compatible Ensure the version of Comm with the application that is Server is 3.01 or higher. being accessed.

When the VMAC Menu has multiple check options, this can be caused by

several different things... Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

The previous check service was not removed from the terminal prior to installing the new Multiple Check program, or latest application Options From version. the VMAC Menu The version of VMAC is not compatible with the application that is being accessed.

Clear the Ram and Flash for GID6, then clear any remaining keys from GID6. Ensure the version of VMAC is 1.4.2 or higher.

A response of Term Not Available indicates that the Serial Number that was input during the download process is not available on the server. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

Terminal Not Available

The file that is being downloaded has not yet been built. The *ZT that was input during the download process is incorrect. The terminal is built for the wrong terminal type (3300, 3740, 3750) within vericentre.

Build the file. Verify the accuracy of the *ZT being used and redownload the terminal. Rebuild the file for the correct terminal type.

Ensure the terminal is dialing The Terminal is dialing into into the correct download the wrong server to pull the phone number to pull the download. specific file.

A response of 'Invalid Password' could be caused by several reasons. Use the following to guide you through resolving this problem.

Terminal Response Probable Cause

Action Taken

Invalid Password

The password Ensure that the password was keyed into was input the terminal correctly. incorrectly. Try: 1, 0000, 1234, 1701, 1739, 000000, 12345, 998877, 123456, 752036, The standard 23378463, 45803155, 53664337, 1[Alpha] password on [Alpha]66831, 6[Alpha]78727[Alpha] the terminal [Alpha], or no password at all. has been If none of these passwords are successful, changed. refer the merchant to the credit card processor to obtain the correct password.

A Framing Error is a response most commonly associated with a gift card transaction. It indicates that the modem could not synchronize with the remote host. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

Framing Error

The modem was unable to synchronize with the remote host.

Reboot the terminal allowing the modem to reinitialize.

There are various responses regarding the operation of the printer on the Omni. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

No Receipt Prints Receipt Feeds, But Nothing Is Printed On It

Terminal is out of paper. Motor on printer is defective. Not using thermal paper. Thermal paper loaded upside

Load paper and/or verify that the paper is installed correctly. Have terminal serviced. Ensure thermal paper is being used. Ensure thermal paper is being fed from underneath the roll, as it will only print

down.

on one side of the paper.

A response of 'Site/Loc Unknown' indicates that the Terminal ID programmed in the terminal does not match the formatting required by the host, or that the merchant account is inactive. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Solution

Site/Loc Unknown

Ensure that the terminal ID within the terminal matches The Terminal ID within the what is within eMagnus for terminal is not in the proper the merchant. format. *NOTE: Check both MID1 and MID2. Ensure the merchant is The merchant is trying to selecting the appropriate process a Conversion option from the Check Menu. Transaction, but is only Gold & Silver - Sale setup for Verification Bronze - Payroll Business Service. Traditional - Verify Only. The terminal is dialing into Ensure the Authorization the wrong host. phone number is correct.

A Response of 'Scanner Error' indicates that the terminal was unable to complete a requested operation with the Check Scanner. A Scanner Error when using a Magtek, CR-600 or RDM will not provide a response code, a CR-1000 will provide a response code after "Scanner Error" if the error was due to a specific failure. The nature of the error is dependent on what operation generated the response - initializing the terminal, processing a sale, processing an image upload; these are the most common operations that would generate an error. Scanner Codes.
Terminal Response Probable Cause Action Taken

Scanner Error

Check reader Set the CHKRDR to the appropriate Type is incorrect. check reader type.

Verify the connection between the Check reader is RS232 port on the terminal with the not connected. appropriate port on the check reader. Verify the cable being used matches the Cable being used check reader type. Magtek cables will is not designed have a 90 angle immediately upon for the type of connecting to the side of the check check reader reader, while all others will be a straight connected. connection with no angle. The CR1000 cable is identical on both ends. FTP Settings are Verify the FTP settings within the incorrect. terminal. There is no Ensure there is a phone line connected phone line directly to the check imager, and that it is connected to the connected to an active phone jack. imager.

A response of 'Can't Read Check' is a result of the MICR reader being unable to translate the MICR line from the bottom of the check. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

Can't Read Check

Check is being inserted Ensure the check is being inserted correctly. incorrectly. Ensure the check being inserted is not Check is wrinkled, torn, wet, creased, or otherwise damaged. damaged. Vanity or Novelty checks (those ordered through aftermarket sources), as well as Check is not those printed by smaller local banks and printed with credit unions, are often not printed with MICR. MICR, therefore are unable to be read by the terminal. Terminal is EMI (Electro-Magnetic Interference) is being effected emitted by any electrical device, ensure that

the terminal is not to close to any type of electrical equipment that could induce a by EMI. magnetic field on the MICR reader, keeping it from being able to function. Using the cleaning kit that was supplied with the terminal, clean the MICR reader. If the cleaning kit is not available - a can of compressed air can be used to blow any dust MICR reader or debris out of the MICR reader, also a is dirty. crisp dollar bill can be used. Run the dollar bill through instead of a check from the insert check prompt several times to remove any dust or debris from the terminal. MICR reader Configure MICR reader with the is not appropriate configuration check. configured. MICR reader Have the terminal serviced. is defective.

Terminal Response

Probable Cause

Action Taken

The terminal is configured to process via IP and is unable to Confirm all connections are secure Communication acquire an IP address and power cycle the terminal. from the local Error 1002 network. The URL The Local DNS Change the "#HOSTIP" parameter is Unreachable Server is unable to field from 'opticard.optinc.com' to '66.179.134.151' and the "#PORT" Communication translate the IP location. parameter should remain '443'. Error 1009

Error Code 12 7771

Terminal Displays
02/30/08 10:14:53 SOFTPAY [F2] COMMSERVER [F3] CHECKS [F4]

Action Taken

02/30/08 10:14:53 VCS ETHERNET CONNECTED: YES STATUS DIAG CFG

Select Comm Server - If comm server does not appear as an option, press [*] to return to the main menu. Press the Purple key under [Status] to view the IP parameters including the MAC address. NOTE: The connection will display NO if there is no Ethernet cable connected. Press the Purple button below the Down Arrow to advance to the next screen and this will allow viewing of the IP paramenters. To print the IP parameters, press the Purple button below the [Print]. The printout will appear similar to the one below.

DHCP ENABLED IPAD:10.227.32.126 MASK:255.255.255.0 GWAY:10.127.132.12 DNS1:10.127.132.129 DNS2:10.127.132.128 PRINT

Ethernet CommServer 02/30/10 10:14:54 Terminal : 037xx OS Version : Q50018A0 DHCP Enabled IPAD:10.227.32.126 MASK:255.255.255.0 GWAY:10.127.132.12 DNS1:10.127.132.129 DNS2:10.127.132.128 Connected: YES Firmware : IL704P16 23.5.2005 C0561AD- L MAC Address : 00-0B-4F-00-00-00 Verix Comm Server Version UCSE1P305A2

ETHERNET

Ethernet CommServer 02/30/10 10:14:54 Terminal : 037xx OS Version : Q50018A0 DHCP Enabled IPAD:0.0.0.0 MASK:0.0.0.0 GWAY:0.0.0.0 DNS1:0.0.0.0 DNS2:0.0.0.0 Connected: NO Firmware : NOT AVAILABLE NOT AVAILABLE MAC Address : -T -AV-AI-LA-BL Verix Comm Server Version UCSE1P305A2

C O N N E C T

N O T C O N N

of VCS Ver30 Rel-Wed 09/23/2009 15:24:05 Copyright 2010 (C) VFI Heap Size Max Heap Stack Size Max Stack TCP/IP UCL IPDL Task ID : 150000 : 14910 : 40000 : 4640 : 2.2.0 : 1.5 : 1.5 :5

E D

E C T E D

of VCS Ver30 Rel-Wed 09/23/2009 15:24:05 Copyright 2010 (C) VFI Heap Size Max Heap Stack Size Max Stack TCP/IP UCL IPDL Task ID : 150000 : 14878 : 40000 : 4640 : 2.2.0 : 1.5 : 1.5 :5

To perform a PING operation . . .

Terminal Displays
02/30/08 10:14:53 SOFTPAY [F2] COMMSERVER [F3] CHECKS [F4]

Action Taken

02/30/08 10:14:53 VCS ETHERNET CONNECTED: YES STATUS DIAG CFG

Select Comm Server - If comm server does not appear as an option, press [*] to return to the main menu. Press the Purple key under [Diag] to perform troubleshooting. NOTE: The connection will display NO if there is no Ethernet cable connected. Select Ping [F2] to test the Pinging of a single entered host. Select Troubleshooting [F3] to test the Pinging of all hosts in the CommServer.
PING Selection

DIAGNOSTICS PING [F2] TROUBLESHOOTING [F3]

PING TEST Enter Ping Address

Key in the IP Address you wish to test with and press the Green [Enter] button.
PING Selection

PING TEST Ping Host Please Wait . . .

Standby . . .

PING Results
PING TEST Ping Host 209.18.122.146 OK (10 ms)

Standby . . . The screen shown, display a successfull response from the entered host. Your results may differ.
Troubleshooting Results

Gateway Ping OK (10 ms) DNS Ping OK (10 ms) DNS Lookup OK (926 ms) PRINT

Standby . . . The screen shown, display a successfull response from all host. Examples of printouts below.
CommServer Troubleshooting Results

Ethernet CommServer 02/30/10 10:14:54 Gateway Ping OK (10 ms) DNS Ping OK (10 ms) DNS Lookup OK (926 ms) Host Ping OK (30 ms) TCP Connect OK (1236 ms) SSL Connect OK (11679 ms)

P A S S

F A I L

Ethernet CommServer 02/30/10 10:14:54 Gateway Ping No Response DNS Ping No Response DNS Lookup No Response Host Ping No Response TCP Connect Connection Failed SSL Connect Connection Failed

Terminal Displays
02/30/08 10:14:53 SOFTPAY [F2] CHECKS [F3]

Action Taken

Select CHECKS - If checks do not appear as an option, press [*] to return to the main menu. Press the Purple key below the More option.

GETI CHECK CHECK SALE [F2] PAYROLL BUSINESS [F3] MORE VERIFY ONLY [F4]

MORE

SCANNER MENU BATCH MENU REPRINT VOID IMAGE STATUS RESET SCANNER ERASE IMAGES UPLOAD IMAGES

[F1] [F2] [F3] [F4] [F1] [F2] [F3] [F4]

Select Scanner Menu [F1]. Select Reset Scanner [F2]. The images is being reset, please standby ... Select Exit [F4] to return to the menu.

RESET SCANNER PLEASE WAIT RESETTING SCANNER... RESET SCANNER RESET COMPLETE IMAGE COUNT: 003 EXIT [F4]

Terminal Response

Probable Cause

Action Taken

Checks: This is the response you will see when you try to download into a terminal that has been loaded with a COMPARE SIGNATURE G6, UCRMI340.OUT.P72 FAILED custom certificate to confirm this, reboot the PRESS ENTER TO CONTINUE terminal and confirm that what is displayed on the first splash screen is similar to the 'Normal Screen' below. Gift Cards: This is the response you will see when you try to download into a terminal that has been loaded with a COMPARE SIGNATURE custom certificate to G5, OPTIP250.OUT FAILED confirm this, reboot the PRESS ENTER TO CONTINUE terminal and confirm that what is displayed on the first splash screen is similar to the 'Normal Screen' below.

The only way around this is to see if the credit card processor could reload their application(s) using the default VeriFone certificate.

The only way around this is to see if the credit card processor could reload their application(s) using the default VeriFone certificate.

NORMAL SCREEN
Terminal Display Description

VERIFONE 3750 QA0010A1 11/03/2005 VERIX *DEFAULT CERTIFICATE* COPYRIGHT 1997-2005 VERIFONE ALL RIGHTS RESERVED

This is the first splash screen that will come up on rebooting the terminal. You will note on the fourth line that the words 'Default Certificate' is shown. If this is NOT displayed, we will not be able to install any applications.

A response of 'Error in ID' is a result of the DL number that was input not being recognized as a valid DL for the particular state by the host. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

The ID being presented is from out of state. The ID being input is incorrect. The default state is set incorrectly.

Ensure the correct state code is being used. Ensure that the DL being input does not include a letter, if so, ensure that the letter is being input by using the Alpha key. Also, ensure that no spaces or dashes are being input as part of the Driver's License number, as these are not required. Recall STATECD and ensure that it is set to the state the merchant is located in.

Error in ID

A response of 'Error in MICR' indicates that the numbers translated from the check itself were not recognizable by the host as a valid MICR string. This response is very similar to the Can't Read Check response. Use the following to guide you through resolving this problem.
Terminal Response Probable Cause Action Taken

Error in MICR Check is being inserted incorrectly. Ensure the check is not being forced into the reader, inserted at an angle, upside down, backwards, as each of these situations will keep the reader from being able to translate the entire MICR string, therefore transmitting incomplete information to the host. Vanity or Novelty checks (those ordered through aftermarket sources), as well as those printed by smaller local banks and credit unions, are often not printed with MICR, therefore are unable to be read by the terminal. Ensure the check being presented is not being drawn off of a money market, equity or line of credit account. Also, starter checks, cashiers checks and credit card checks could yield this response. EMI (Electro-Magnetic Interference) is emitted by any electrical device, ensure that the terminal is not to close to any type of electrical equipment that could induce a magnetic field on the MICR reader, keeping it from being able to function. Using the cleaning kit that was supplied with the terminal, clean the MICR reader. If the cleaning kit is not available - a can of compressed air can be used to blow any dust or debris out of the MICR reader, also a crisp dollar bill can be used. Run the dollar

Check is not printed with MICR.

Type of account.

Terminal is being effected by EMI. MICR reader is dirty.

bill through instead of a check from the insert check prompt several times to remove any dust or debris from the terminal. MICR reader Configure MICR reader with the has not been appropriate configuration check. configured. MICR reader Have the terminal serviced. is defective.

A response of 'No *GO Variable' indicates that the terminal was unable to locate a valid Go Variable used to initialize the terminal. Use the following to guide you through resolving this problem. Terminal Response Probable Cause Solution

No *GO Variable

The terminal is not loaded with the VMAC (Verix Multi App Conductor) program used to Download VMAC into allow the terminal to access the terminal. multiple applications (File Groups). The download installed into the Re-download the terminal is corrupted. terminal. The terminal has not been Download the terminal. downloaded. The download did not Re-download the authenticate correctly. terminal. Re-download the The download did not unzip into terminal, if this is the correct location, therefore unsuccessful, verify cannot be accessed. where the file is being unzipped to.

A 'Blinking Display' happens to terminals from time to time, something in the terminal is not quite working correctly. Use the following steps and the terminal should start functioning correctly.

Terminal Displays
Main Menu (Blinking) (May go blank)

Action Taken

Main Menu

Select the CHECKS option. Disregarding the information that may or may not be on the display, press the Red [X] key, then press the [*] key. The terminal should return to the main menu and not be blinking any more. If the display is still blinking, try these steps again. But after two attempts of stopping the display from blinking, recommend terminal replacement.