Transaction Fail To Process; No Response From The Stylus; Gap In Captured Signature - VeriFone Mx800 Series Installation Manual

T
ROUBLESHOOTING
Transaction Fail to
Process
Step 1: Check the
magnetic card reader
Step 2: Check the
smart card reader
Step 3: Check the
cable connections
No Response From
the Stylus
Gap in Captured
Signature
26
M X 800 S I
ERIES NSTALLATION
The following are the corrective steps taken if the terminal does not process the
transaction:
There are several possible reasons why the terminal may not be operating
correctly or processing transactions. To check the most likely causes, follow the
steps below.
1
Make sure you are swiping cards correctly with the M
x
The M 800 Series terminal reader, the black magnetic stripe on the card
should face down.
2
Perform a test transaction using several different magnetic stripe cards to
ensure the problem is not a defective card.
3
Process a transaction manually using the touch screen instead of the card
reader. If the manual transaction works, the problem may be a defective card
reader. Contact your VeriFone distributor or service provider.
4
If the manual transaction does not work, proceed to Step 3.
1
Make sure you are inserting the cards correctly with the M
smart card reader. The chip on the card should face down and inward.
2
Perform a test transaction using several different smart cards to ensure that
the problem is not with the card.
3
Ensure any MSAM cards are correctly inserted and the cardholders are
properly secured.
4
If the problem persists, contact your VeriFone distributor or service provider.
1
Ensure that all cables are correctly connected.
If cables are connected properly:
2
Check that the cable is in working order by connecting a known good cable. If
transactions process with this cable, replace the bad cable.
3
If the problem persists, contact your local VeriFone representative for
assistance.
The following are the corrective steps taken if the terminal does not respond to the
stylus inputs:
1
Check the documentation to ensure that the terminal supports stylus.
2
Unplug the stylus that does not respond and connect a known working stylus.
3
If the problem persists, contact your local VeriFone representative for
assistance.
The following are the corrective steps taken if there is a gap in captured signature:
1
Ensure that the stylus is pressed hard during signature capture.
G
UIDE
x
800 Series terminal.
x
800 Series terminal