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 clear the message, and 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 a chip card was swiped: Restart the transaction.
• If the message reappears:
for credit card with stripe – key in the Card number.
for credit card with chip – swipe the card
for debit card with stripe or chip – request another form of payment.
CARD REMOVED
• The chip card was removed during the transaction. Retrieve the
6200 or the 7800 then press OK on the 6200 until the READY
screen appears, and then retry the transaction.
CHECK PINPAD
• Press Can/Ann on the 6200 to cancel the transaction, check the
cables to the PINpad, and then retry the transaction.
CHECK PRINTER
• Open the printer, and ensure that a paper roll is inside and that
it is properly inserted. Close the printer.
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.
DECLINED - RETRY TRANSACTION?
• If a transaction is declined by the Moneris Host and retry is
allowed, this prompt appears. Press F1 to select YES, and retry the
transaction starting from the SWIPE OR INSERT CARD prompt.
DO A PURCHASE WITH CHIP CARD
• The chip card cannot be used for a Pre-Auth transaction because
the terminal is not configured to allow this. Retrieve the 6200 or
7800, remove the chip card, press OK, and perform a credit
Purchase using the chip card.
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 the Ethernet connection. If
available, dial backup 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, into the 7800 to start the transaction.
11319 (07/08)
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
amount is $1.00 or less (max. total = $3.00).
NO LINE DETECTED
• The terminal cannot detect an available dial communications
line. Check that all communications cables are connected to the
base and the wall jack correctly. If the message reappears, unplug
and replug the power cable at the power source.
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 prompt
appears, swipe the chip card on the magnetic stripe card reader
on the 6200 or the 7800 (if attached).
• If the message reappears:
for credit card with stripe – key in the Card number.
for credit card with chip – swipe the card
for debit card with stripe or chip – request another form of payment.
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
and then try the transaction again.
• With the 7800: The cardholder took more than 30 seconds to
respond to their prompts. Press Can/Ann on the 7800. When the
READY screen appears, try the transaction again.
REFUND LIMIT EXCEEDED
• The Refund amount was greater than the Refund limit.
Chip Refunds: Remove the chip card, and then press OK.
o
o All-in-one 6200: Press OK twice on the 6200.
With the 7800: Press OK on the 6200.
o
• 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.
TRANSACTION NOT FOUND
• The terminal cannot find a transaction that matches the criteria.
This message is displayed for 3 seconds, and then the terminal
returns to the previous prompt.
TIME-OUT OR RETRY TERMINAL TIME-OUT
• The cardholder took too long to respond to the prompts.
o If REMOVE CARD is also displayed, the cardholder removes
their chip card and 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.
EQUIPMENT PROBLEMS
The display screen is blank.
• Check all connections on all cables to ensure everything is
plugged in correctly.
• Call the Moneris Merchant Service Centre.
TCP CONNECTION FAILED OR
HOST CONNECTION FAILED:
• Check all the cables to ensure everything is plugged in correctly.
• 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.
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/index.php?context=/
onlineservice/downloads/qrg_manual then select
HiSpeed 6200 Web Help.
• To download additional copies of this Quick Reference
Guide go to www.moneris.com/index.php?context=/
onlineservice/downloads/qrg_manual and select
HiSpeed 6200.
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: