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 to continue. If the problem is not resolved, call the Moneris Merchant Service Centre.
AMOUNT EXCEEDED RETURN PINPAD
• The Debit Refund amount was greater than your Refund limit.
Retrieve the terminal and press OK.
CARD PROBLEM OR CARD NOT SUPPORTED
• Swipe the card again. If the message reappears: for Credit, key in
the card number manually; for Debit, request another form of
payment.
CARD REMOVED
• The Chip Card was removed during the transaction. Press OK,
wait for the Cancelled receipts to print then retry the
transaction. Leave the Chip Card in the Chip Card reader until
the REMOVE CARD prompt appears.
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 PRESS OK
• This Chip Card cannot be used for Pre-Auth transactions. Press
OK, remove the card, re-insert the card and perform a Chip Card
Credit Purchase.
DECLINED BY CARD
• The Chip Card has declined the transaction. Press OK then
remove the Chip Card and request another form of payment.
ERROR 40#
• A communication error occurred. Press OK. The terminal
completes any remaining printing and returns to READY.
ETHERNET COMMS ERROR-DIAL USED PRESS OK
• The terminal cannot connect via Ethernet. Dial back-up will be
used for this transaction. Press OK to continue.
INSERT CARD INTO READER
• A Chip Card was swiped on the Magnetic Stripe Card Reader.
Insert the Chip Card into the Chip Card Reader to start the
transaction.
INVALID CARD TYPE
• Ensure the card is the correct type (e.g. debit card for debit) and
retry the transaction.
INVALID ENTRY
• In Training Mode, ensure the amount of the transaction,
Cashback or Tip is $1.00 or less (max. total = $3.00).
NO LINE DETECTED
• The terminal cannot detect a dial tone. Check that the dial
communications cable is connected to the base and the wall jack
correctly.
Form # 11319 (09/05)
NO SUPPORTED APPLICATIONS REMOVE CARD
• The terminal does not support any of the applications on the
Chip Card. Remove the card and swipe it then follow the prompts
on the terminal.
NOT ACCEPTED REMOVE CARD
• There was an error reading the Chip Card. Remove the card and
re-insert it to retry the transaction. If the SWIPE OR INSERT CARD
message appears, swipe the Chip Card on the Magnetic Stripe
Card Reader.
NOT COMPLETED RETURN PINPAD
• Press OK to return to the READY screen. Wait for a moment then
try again. If the message reappears, check all the cable
connections then try the transaction again.
OPTION NOT AVAILABLE
• Press OK, check the Admin code, press Admin and re-try.
REFUND LIMIT EXCEEDED
• The Refund amount was greater than your Refund limit.
Credit Refunds: enter a lower amount to complete the transaction.
Debit Refunds: press OK then retry the Refund for a lower
amount. If necessary, call Moneris for a temporary increase.
TIME-OUT RETURN PINPAD REMOVE CARD
• The cardholder took too long to respond to their prompts.
Remove the Chip Card, press OK and 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 the power and communications
cables to ensure everything is plugged in tightly.
• Press OK or Can/Ann to return to the READY screen.
• 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.
It is the merchant's responsibility to ensure that proper card
processing procedures are followed at all times. Please refer to
your Merchant manuals and the Terms & Conditions of your
Merchant Agreement for details. MasterCard and VISA Merchant
Manuals are available for free download at
www.moneris.com/merchant/manuals/index.html .
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. Go to
www.moneris.com/merchant/manuals/index.html
and select HiSpeed 6200
• 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 not in use
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
Your Moneris Merchant Number is:
TERMINAL
Printer
Display Screen
Magnetic
Stripe Card
Reader
Keypad
Chip Card
Reader
BASE
Record your IP Communication parameters here for reference: