Moneris MOBILE 8200 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 clear the message then retry the transaction. If the problem is not resolved, call the Moneris Merchant Service Centre.
AMOUNT EXCEEDED RETURN TO CLERK
• The Refund amount was greater than the Refund limit. Retrieve
the 8200, press OK and refer to Refund Limit Exceeded.
BASE BUSY PLEASE WAIT
• Another terminal is using the base. If the base becomes available,
this transaction will start. If not, PLEASE WAIT disappears. Press
OK and retry the transaction.
BASE NOT FOUND
• The BASE ID entered does not exist. Press OK, check the BASE
ID and re-enter it.
• The BASE ID entered has the maximum number of terminals
registered to it (max. = 7). Register to another base or Power Off
one of the other terminals.
• A transaction was tried on a terminal that has not been
registered. Register the terminal and retry the transaction.
• During a transaction, the terminal could not communicate with
the base. See "The wireless signal status icon is not visible" for
suggestions.
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
8200, press OK and wait for the Cancelled receipts to print.
When the READY screen appears, 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 8200, 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 8200,
remove the Chip card, press OK until the READY screen
appears 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 could not connect via Ethernet. If available, dial
back-up was used for this transaction. Press OK to return to the
READY screen.
11317 (11/08)
INSERT CARD INTO READER
• A Chip card was swiped on the Magnetic Stripe Card Reader.
Insert the Chip card into the Chip Card Reader when the SWIPE
OR INSERT CARD prompt appears.
INVALID CARD TYPE
• Ensure the card is the correct type (e.g. credit card for Pre-auth)
and swipe the card again.
INVALID ENTRY
• In Training mode, ensure the amount of the transaction,
Cashback or Tip is $1.00 or less (max. total = $3.00).
LOW BATTERY!!! DOCK TERMINAL
• The battery charge is too low. The terminal beeps 3 times then
powers down. Place the terminal on a base or replace the battery
with a fully charged one.
NO LINE DETECTED
• Check that all cables are connected to the communications base and
their wall jacks correctly. If the message reappears, unplug and replug
the power to the communications base. If it appears again, remove
the battery for 10 seconds then place it back on the handheld.
NOT ACCEPTED REMOVE CARD
• There was an error reading the Chip card. Remove the card and
retry the transaction. If SWIPE OR INSERT CARD appears, swipe
the Chip card on the Magnetic Stripe Card Reader.
NOT COMPLETED RETURN TO CLERK
• Press OK to display the communications error. When the
READY screen appears, 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 the Refund limit.
o Chip Refunds: Remove the Chip card then press OK.
• Press OK twice then retry the Refund for a lower amount.
• If necessary, call Moneris for a temporary increase.
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.
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 8200.
• Retrieve the 8200 and press OK. When the READY screen
appears, retry the transaction.
TROUBLESHOOTING
Equipment Problems
The battery is not charging.
• If the battery is attached to a terminal, ensure is displayed
on the terminal when it is on the communications base.
• Move the terminal or battery on the base until the battery
contacts touch the base contacts.
• Ensure the Base Status light on the base is lit.
The display screen is blank.
• The terminal is in Stand-by Mode. Press OK. If the READY screen
does not appear, replace the battery.
The Base Status Light is not lit.
• Wait for 30 seconds then check the power cable on the base and
ensure everything is plugged in tightly.
The (Wireless Signal Status icon) is not visible.
• Walls and (metal) equipment may affect communication
between the base and the terminal.
• Ensure the terminal is close enough to the communications base
(max. range = 60m indoors to 120m outdoors).
• If the icon is still not visible, place the terminal on the
communications base and perform the transaction.
The icon appears.
• The battery needs to be recharged. Replace the battery or place
the terminal on a base to complete the current transaction.
IMPORTANT You must use the exact battery provided with
the handheld terminal and the exact power
adaptor and cable provided with the base by
Moneris Solutions. Failure to do so may
affect the operability of, or cause damage to,
the terminal and/or the base.
For Assistance c all 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 Mobile 8200
Webhelp at www.moneris.com/merchant/manuals/
index.html then select Mobile 8200 Web Help.
• To download additional copies of this Quick Reference
Guide go to www.moneris.com/merchant/qrguides/
and select Mobile 8200.
® Moneris
Mobile
8200
Quick Reference Guide
For Debit and Credit Card Procedures
using Magnetic Stripe Cards and Chip Cards
Your Moneris Merchant Number is:
Printer Display Screen Magnetic Stripe Card
Reader
Keypad
Base Status
TERMINAL
(not shown)
COMMUNICATIONS Chip Card
AND CHARGE BASE Reader
Record your IP Communication parameters here for reference:
Light