TD Desk 5000 Configuration And Troubleshooting Manual
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Also See for Desk 5000:
- Quick start manual (32 pages) ,
- Pre-authorizations manual (10 pages)
Table of Contents
Troubleshooting
Related Manuals for TD Desk 5000
Summary of Contents for TD Desk 5000
- Page 1 TD Move 5000 and TD Desk 5000 Configuration and Troubleshooting Guide For the TD Desk 5000 • Standalone and Semi-Integrated terminals • With or without PINpad For the TD Move 5000 • Standalone and Semi-Integrated terminals • iPay@Table solution...
- Page 2 The Toronto-Dominion Bank. The Bluetooth® word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks by TD is under license. Other trademarks and trade names are those of their respective owners.
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Page 3: Table Of Contents
Report security ....................16 Cashback settings .................17 Debit surcharge ..................17 Tip settings .....................17 Receipt settings ..................17 Communication settings (TD Desk 5000) ........... 18 Communication settings (TD Move 5000) ......... 20 Download settings ................23 Semi-integrated settings ..............24 Troubleshooting ..............25 Error codes ....................25 Hardware troubleshooting ..............34... -
Page 5: Welcome To Td Merchant Solutions
By now your terminal is installed and now it’s time for you to learn more about its features and capabilities. Who should use this guide? You would use this guide if you use the TD Desk 5000 or the TD Move 5000 at your business. Reporting The following reporting options are split into two different groups, business day, and batch. -
Page 6: Batch Reports
Batch reports These reports are for all transactions performed within a particular batch. It then prints a report showing transactions performed on the terminal since the last Settlement / Day Close. Tap the Admin icon Batch menu View History. Select one of the following options (Batch Totals, View History or Host Batch Inquiry). -
Page 7: Configuration
Configuration The TD Desk 5000 and TD Move 5000 offers you a variety of options to personalize the terminal while helping you to administer your business. Some standard administration features are: • User Management (creating, editing, deleting and unlocking locked user IDs) •... -
Page 8: User Management
U s e r Ty p e C a p a b i l iti e s S p e c i a l N ote s Manager • Can access features and functions, • A maximum of 10 manager IDs are including transaction processing, all allowed per terminal reports and all menus... - Page 9 Set administrator password expiry Use this option to set the number of days before administrator passwords expire on the terminal. You must log in as an administrator to initiate this process. Tap the Admin icon Security Admin Setup PWExpire. Enter the number of days before administrator passwords expire and press OK.
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Page 10: Managers/Supervisors
Managers/supervisors Login requirements L o g i n a s . . .to Ad d u s e r D e l e te u s e r U n l o c k u s e r C h a n g e p a s swo rd P u ll u s e r li s t Admin M, S... -
Page 11: Clerks
must log in as a manager to change a supervisor or manager password. Tap the Admin icon Security Supervisor/Manager. Log in with ID that you want to change the password for. Tap Change Password. Enter the existing password. Enter the new password. - Page 12 Ensure AutoAddClk is on (page 9) Once the ID has been created, we suggest that you add a name to it as well. This is very useful when you have to administer multiple clerks. Scenario: I want my clerks to log on to the terminal for their shift… This will help protect your terminal and its functionality as it requires clerks to sign in for standalone mode only.
- Page 13 Clerks can be created with passwords for added security. Press OK. Depending upon your current settings and which option you select, you may be prompted to clear the existing clerk file (Yes or No). If you select Yes, the clerk file will be deleted. If you select No, you will be returned to the Clerk Prompt selection screen.
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Page 14: General Customization
Confirm this action (Yes or No). Select Yes if you wish to delete all clerks from this terminal. All clerk IDs are now deleted from the terminal. Enter the Clerk ID to be deleted. Press OK. The individual clerk ID is now deleted from the terminal. Create a clerk ID report Use this option to print a report that contains the user ID details. - Page 15 Terminal backlight Use this option to adjust the brightness setting on this terminal. Tap the Admin icon Setup Menu Term Settings Term HW Brightness Setting. Use the scroll bar to set the touchscreen brightness (0% - 100%) and press OK. The default setting is 100%. Keystroke sounds Use this option to adjust the keystroke sound settings on this terminal.
- Page 16 You must call the TD Merchant Solutions Help Desk to have this time changed. Reset terminal This option resets your terminal to factory settings. Do not use this option unless instructed to by the TD Merchant Solutions Help Desk as it resets the terminal to the factory default settings.
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Page 17: Security
Security Menu security The TD Move 5000 has different ways to help protect your terminal by password including using passwords and the user level functionality (clerk, supervisor, manager or administrator). These settings are useful to block specific transactions from general users such as force post, day end settlement and administrative functions on the terminal. -
Page 18: Transaction Security
Whenever you perform a Host 1 Download, you will overwrite these options with what is on the server. To ensure that these settings aren’t overwritten you must call TD Merchant Solutions Help Desk to permanently change them. Enable maximum sale passwords Use this option to designate the minimum level of authorization required to proceed with a sale that exceeds the transaction limit on this terminal. - Page 19 Set a maximum sale amount Use this option to set a sales transaction limit on this terminal. You must enable HighAmtTran on this terminal to use this function at Enable a maximum sale amount. Tap the Admin icon Setup Menu Trans Options High Amt Tran HighAmtLmt. Enter the transaction limit amount and press OK.
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Page 20: Report Security
This will be displayed as Invoice # on the receipt. This is the default setting. Report security The TD Move 5000 allows you to limit who accesses report functionality on your terminal by password and the user level (supervisor, manager or administrator). -
Page 21: Cashback Settings
To make any permanent changes to your cashback settings on your terminal(s), you must call the TD Merchant Solutions Help Desk. Debit surcharge You can now add a surcharge to debit transactions. To add surcharge to your terminal you must call the TD Merchant Solutions Help Desk. Tip settings To make any permanent changes to your tip settings on your terminal(s), you must call the TD Merchant Solutions Help Desk. -
Page 22: Communication Settings (Td Desk 5000)
Use this option to review the communications ability to connect with the host URL or IP on this terminal via Ethernet. This function is usually requested by the TD Merchant Solutions Help Desk to test terminal communication errors or issues. - Page 23 The IP address is now saved. • Do not make any changes to these settings unless instructed to do so by the TD Merchant Solutions Help Desk. If incorrect information is entered your terminal may lose connectivity and you will be unable to perform transactions.
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Page 24: Communication Settings (Td Move 5000)
Use this option to review the communications ability to connect with the host URL or IP on this terminal via Ethernet. This function is usually requested by the TD Merchant Solutions Help Desk to test terminal communication errors or issues. - Page 25 Bluetooth Associations Move/5000 Your terminal can be associated with multiple Bluetooth Base A * 14 : 25 09:17 07/20/2017 00302610 08/09/2018 Base B bases at once, but it can only have an active 09:17 20/JL/2017 connection with just one of them. Sale Pre-Auth P-A Comp...
- Page 26 • Do not make any changes to these settings unless instructed to do so by the TD Merchant Solutions Help Desk. If incorrect information is entered your terminal may lose connectivity and you will be unable to perform transactions.
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Page 27: Download Settings
Use this option to adjust download settings on the terminal. Do not change these settings unless instructed to do so by a TD Merchant Solutions Help Desk agent. If you change these settings you may affect the performance of the terminal. -
Page 28: Semi-Integrated Settings
Disable / enable semi-integrated functionality Use this option to turn off semi-integrated functionality on the terminal in question. Do not do this unless instructed by the TD Merchant Solutions Help Desk. Tap the Admin icon Misc. Options Semi-Integrated Enable SemiInteg. -
Page 29: Troubleshooting
Troubleshooting With any equipment, sometimes problems occur. With the TD Move 5000, error messages are displayed on screen with a short description. Below is a list of error messages that you could see on the terminal screen and the actions required. - Page 30 “ B ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Batch is open The terminal is trying to do a Settle the batch.
- Page 31 “ C ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Card read error The card information cannot be Swipe the card again.
- Page 32 “ D ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Device not recognized An unrecognized peripheral device Only plug in certified devices that has been plugged into the terminal.
- Page 33 “ F ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Failure on all comm modes The terminal is unable to connect Check the Bluetooth base, router to the host.
- Page 34 Ac t i o n re q u i re d Key exchange required The terminal does not detect EMV Contact the TD Merchant Solutions keys in the terminal. Help Desk. “ M ” E rro r c o d e s...
- Page 35 “ N ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d No answer The terminal is receiving no It will automatically switch over to response from the host.
- Page 36 “ P ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Password must be Displayed if the Admin Password Rekey password.
- Page 37 Review any errors on the terminal batch but was unsuccessful. and receipt. System problem The terminal has experienced and Contact the TD Merchant unexpected system problem. Solutions Help Desk. Call help desk “ T ” E rro r c o d e s...
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Page 38: Hardware Troubleshooting
Press the power key. If the terminal does not power on contact the TD Merchant Solutions Help Desk. Magnetic stripe card reader won’t Try swiping the card more quickly or more slowly or from the read cards top of the reader towards you. -
Page 39: Why Isn't My Terminal Connecting To The Network
Why isn’t my terminal connecting to the network? TD Move 5000 Bluetooth If you don’t see the green network icon , you can quickly check the following: Is your Bluetooth base powered? Ensure that the electrical outlet has power. Is your Internet connection working properly? Verify this with another device. -
Page 40: Signal Strength
Human bodies in between the Bluetooth base / wireless router and the terminal To avoid connectivity and data issues, avoid going near these devices when using the TD Move 5000 solution. Of course, you can’t always avoid sources of interference. To accommodate this, Bluetooth and WiFi is able to adapt to some interference from multiple sources depending on its strength. -
Page 41: What Do I Do If There's A Power Outage
What do I do if there’s a power outage? The terminal will not be able to process transactions without power. If a transaction was interrupted due to battery/power failure, please perform the transaction again when power is restored. Dialup or Ethernet Once the power has been restored, you do not need to take any steps to restart your terminal. -
Page 42: Reference
Reference Admin Menu Structure Access all of the following menus by tapping the Admin icon on the Home screen. C l e rk M e n u Add ID Setting Edit ID Setting Delete ID Setting Print ID List Setting AutoAddClk On/Off ClkPrompt... - Page 43 S e tu p M e n u Receipts Headers Setting Footers Setting Receipt Options RecptDelay Setting DescriptLines On/Off PrintMID Setting PreAuthRcpt Setting RcptCopies Setting DebitSigLine On/Off PrintTID Setting RcptSeq On/Off PrinterErrRcpt On/Off Display Params Info Trans Options Debit Cashback Setting Cashback Setup Setting...
- Page 44 S e tu p M e n u Term Settings Idle Timer Setting Printer On/Off Term HW KeyBeep Setting Backlight Setting Brightness Settings Setting IdleMsg Setting PINPadIdle Setting Clock Display Setting Font Size Normal / Large Screen Saver Setting Set Date and Time Setting 24HR Reset Setting...
- Page 45 S e c u rit y Supervisor Manager Add user Setting Delete User Options Unlock User User List Info Main Menu PWs PWSale Setting PWReturn Setting PWVoid Setting PWForce Setting PWPreAuth Setting PWCompletion Setting PWSettle Setting PWReprint Setting PWReports Setting PWManual Setting PWStandalone...
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Page 46: Lost Or Stolen Equipment
Lost or stolen equipment If your device has been lost or stolen, please: Contact the TD Merchant Solutions Help Desk immediately to report the incident. (stolen or lost) Contact the police to file a report. (stolen only) What should I do when the police arrive regarding the stolen device? If a police officer arrives on site please record the following: •... -
Page 47: Police Information
The officer should provide you with a report number. After obtaining the above from the officer, please contact the TD Merchant Solutions Help Desk and provide this information so that you can receive a replacement device. See below for an easy to use information card to record the required information. - Page 49 Contact Information Please call the TD Merchant Solutions Help Desk at 1-800-363-1163. We would be happy to answer any questions you may have. Authorization: 24 hours a day, seven days a week Terminal Inquiries: 24 hours a day, seven days a week General Merchant Inquiries: Monday –...
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