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Frequently Asked Questions: Incident 525
1.
What is Incident 525?
2.
How do I know if I am affected?
3.
Which devices are affected?
4.
Where do I go for help?
5.
Support Portals and Login Details
6.
How do I know who my processor is?
7.
The directions say, "Enter system password," but I don't know my password
8.
I am trying to follow the instructions, but my password times out on the VX 805 or VX 820.
9.
I am trying to follow the instructions, but my password times out on my touch screen terminal.
10.
Will the VX or e Series terminals listed just stop working on June 25
they go through a power cycle similar to the May 25
11.
What happens if update is not done by June 25th?
12.
I applied *DHEAP, do I still need to do anything prior to June 25
13.
Will I need to take further action after I apply this utility?
14.
I got this email this morning and when I proceeded with it, in the end it gives me run failed. What
next?
15.
I am trying to do this however after selecting TCP I am receiving an error. What now?
16.
The instructions have no mention for Dial-Up terminals.
17.
The instructions for checking the CommServer version are not working.
18.
What are helpdesk hours?
19.
How long is your helpdesk wait time?
IMPORTANT NOTICE Verifone and the Verifone logo are registered trademarks of Verifone. Other brand
names or trademarks associated with Verifone products and services are trademarks of VeriFone, Inc. All
other brand names and trademarks appearing in this manual are the property of their respective
holders.
NO WARRANTY No warranty although Verifone has attempted to ensure the accuracy of the contents of
this manual. This manual may contain errors or omissions. This manual is supplied "as-is," without
warranty of any kind, either expressed or implied, including the implied warranties of merchantability
and fitness for a particular purpose.
LIMITED LIABILITY Limited Liability in no event shall Verifone be liable for any indirect, special,
incidental, or consequential damages including damages for loss of business, profits, or the like, even if
Verifone or its representatives have been advised of the possibility of such damages.
V1 6.4.19
Table of Contents
FREQUENTELY ASKED QUESTIONS
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Summary of Contents for VeriFone Incident 525
- Page 1 NO WARRANTY No warranty although Verifone has attempted to ensure the accuracy of the contents of this manual. This manual may contain errors or omissions. This manual is supplied “as-is,” without warranty of any kind, either expressed or implied, including the implied warranties of merchantability and fitness for a particular purpose.
- Page 2 1. What is Incident 525? Incident 525 is an issue that is causing some VX and e355 payment terminals which utilize CommServer software to continuously reboot. Terminals running CommServer Versions prior to version 5.4.4 or the VX 680 and VX 820 Duet running SoftPay with Comm Server prior to 4.9.3 could be affected. This issue is not solved by power cycling the terminals.
- Page 3 Support updates and emails can be registered for at support.verifone.com (The Verifone Support Portal). Status updates and actions are up-to-date on this site and any changes on Incident 525 can be registered for by signing up on this portal. Username: verifone_client and Password: Vfi85W1$# 6.
- Page 4 IT. If your corporate IT does not know your password, please contact your processor or integrator. Please note for security reasons, Verifone does not have visibility to passwords for devices. 8. I am trying to follow the instructions, but my password times out on the VX 805 or VX 820.
- Page 5 14. I got this email this morning and when I proceeded with it, in the end it gives me run failed. What next? We have live agents waiting to help walk you through this process. Please raise a ticket through the Verifone Support Portal or call 1-800-342-9080, Option 2 to make sure we get you the proper support.
- Page 6 18. What are helpdesk hours? We have live agents waiting to help walk Helpdesk support is available 24 hours a day, 7 days a week. you through this process. Please raise a ticket through the Verifone Support Portal or call 1-800-342- 9080, Option 2 to make sure we get you the proper support.