Moneris hispeed 6200 Quick Reference Manual

TROUBLESHOOTING

If one of the following error messages appears, follow the instructions to continue the transaction. As a general rule, when an error message appears,
press OK or Can/Ann or Can to clear the message then retry the transaction. If the problem is not resolved, call the Moneris Merchant Service Centre.
AMOUNT EXCEEDED
• The Refund amount was greater than the Refund limit. Retrieve
the 6200 or the 7800 and refer to Refund Limit Exceeded.
CARD NOT SUPPORTED
• If PLEASE RETRY is displayed, swipe the card again. If not, restart
the transaction. If the message reappears, request another form
of payment.
CARD PROBLEM
• If PLEASE RETRY is displayed, swipe the card again.
• If a Chip card was swiped: restart the transaction.
• If the message reappears:
for Credit with stripe or Chip card - key in the card number.
for Debit card - request another form of payment.
CARD REMOVED
• The Chip Card was removed during the transaction. Retrieve the
6200 or the 7800, press OK on the 6200 until the READY screen
appears then retry the transaction.
CHECK PINPAD
• Press Can/Ann on the 6200 to cancel the transaction, check the
cables to the PINPad then retry the transaction.
CHECK PRINTER
• Open the printer, check that there is a paper roll and that the roll
is loaded properly then close the printer.
CHIP NOT ALLOWED DO PURCHASE
• This Chip card cannot be used for Pre-Auth transactions.
Retrieve the 6200 or 7800, remove the Chip card, press OK, and
perform a Credit Purchase using the Chip card.
DECLINED BY CARD
• The Chip Card has declined the transaction. Retrieve the 6200 or
the 7800, remove the Chip Card, press OK on the 6200 until the
READY screen appears and request another form of payment.
ETHERNET COMMS ERROR-DIAL USED PRESS OK
• The terminal could not connect via Ethernet. If available, dial
back-up was used for this transaction. Press OK to return to the
READY screen.
INSERT CARD INTO READER
• A Chip Card was swiped on the Magnetic Stripe Card Reader.
Insert the Chip card into the Chip Card Reader on the 6200 or, if
attached, on the 7800 to start the transaction.
INVALID CARD TYPE
• Ensure the card is the correct type (e.g. credit card for Pre-auth)
and retry the transaction.
INVALID ENTRY
• Ensure the amount of the Training transaction, Cashback or Tip
is $1.00 or less (max. total = $3.00).
11319 (11/08)
NO LINE DETECTED
• The terminal cannot detect an available communications line.
Check that all communications cables are connected to the base
and the wall jack correctly.
NOT ACCEPTED REMOVE CARD
• There was an error reading the Chip Card. Remove the card and
retry the transaction. If the SWIPE OR INSERT CARD message
appears, swipe the Chip card on the Magnetic Stripe Card
Reader on the 6200 or, if attached, the 7800 or key in the card
number on the 6200.
NOT COMPLETED RETURN TO CLERK
• All-in-one 6200: Press OK to display the communications error.
When the READY screen appears, check all the cable
connections then try the transaction again.
• With the 7800: The cardholder took more than 30 seconds to
respond to their prompts. Press Can on the 7800. When the
READY screen appears try the transaction again.
REFUND LIMIT EXCEEDED
• The Refund amount was greater than the Refund limit.
o Chip Refunds: Remove the chip card then press OK.
o All-in-one 6200: Press OK twice on the 6200.
o With the 7800: Press OK on the 6200.
• Retry the Refund for a lower amount.
• If necessary, call Moneris for a temporary increase.
REMOVE AND INSERT CARD INTO PINPAD READER
• A Chip Card was inserted into the Chip Card Reader on the
6200. Remove the card and insert it into the Chip Card Reader
on the 7800 to start the transaction.
TIME-OUT RETRY TERMINAL TIME-OUT
OR
• The cardholder took too long to respond to their prompts.
o If REMOVE CARD is also displayed, the cardholder removes
their Chip Card then returns the 6200 or 7800.
• Retrieve the 6200 or 7800 and press OK on the 6200. When the
READY screen appears, retry the transaction.
TCP CONNECTION FAILED
OR
HOST CONNECTION FAILED
:
• Check all the cables to ensure everything is plugged in tightly.
• Check that the router and hub/switch (if any) are functioning.
• Public Internet: Contact your ISP (Internet Service Provider) for
assistance.
• Private Internet: Call the Moneris Merchant Service Centre.
• Corporate WAN: Call your corporate help desk to confirm that
the Corporate WAN is functioning properly.
Equipment Problems
The display screen is blank.
• Check all connections on all cables to ensure everything is
plugged in tightly.
• Call the Moneris Merchant Service Centre.
IMPORTANT You must use the exact power adaptor and cable
provided with the terminal by Moneris Solutions.
Failure to do so may affect the operability of, or
cause damage to, the terminal.
For Assistance call the
Moneris Merchant Service Centre
Toll-free 1-866-319-7450
For More Information
• For detailed instructions and information on
additional features, visit the Moneris HiSpeed 6200
Webhelp at www.moneris.com/merchant/manuals/
index.html then select HiSpeed 6200 Web Help.
· To download additional copies of this Quick Reference
Guide go to www.moneris.com/merchant/qrguides/
and select HiSpeed 6200.
6200 Keypad
F1 Move through the items on the display or
and Select the option displayed above the key, e.g.,
F3 if YES appears above F1, press F1 to select YES
if appears above F3, press F3 to scroll down
F2 Display the FOR HELP screen.
Alphanumeric Key in numbers and (with the Admin key) letters
keys and punctuation
[Paper Feed] Advance the receipt paper in the printer
Admin Go to the Main Menu or
Select letters and punctuation.
Can/Ann Cancel a transaction or
Move back one screen at a time
CORR Clear displayed data one character at a time
OK Accept displayed data, finish keying data, or
Enter select a menu item
Entrée
Moneris
®
HiSpeed
6200
Quick Reference Guide
For Debit and Credit Card Procedures
using Magnetic Stripe Cards and Chip Cards
with optional 7800 PINPad
Your Moneris Merchant Number is:
Keypad Display Screen TERMINAL
Printer
Magnetic
Stripe Card
Reader
BASE
Chip Card
Reader
Record your IP Communication parameters here for reference: