Hypercom T7 Series Troubleshooting Manual
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Hypercom T7 Series Troubleshooting Manual

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  • Page 1 +<3(5&20 32,172)6$/( 7 6HULHV 7URXEOHVKRRWLQJ 0DQXDO 9HUVLRQ  -XO\  ...
  • Page 3 This document is proprietary to Hypercom Corporation and is intended solely for use by Hypercom customers. This publication may not be reproduced or distributed for any purpose without the written permission of Hypercom Corporation.
  • Page 4 If they do, you will be notified in advance to give you an opportunity to maintain uninterrupted telephone service. If you experience trouble with this telephone equipment, please contact the Hypercom Repairs Department at (602) 504-5378 for information on obtaining service or repairs. The telephone company may ask that you disconnect this equipment from the network until the problem has been corrected or until you are sure that the equipment is not malfunctioning.

  • Page 6: Table Of Contents

    Verifying the Printer Setting ............. . . 1-21 940114-020 Hypercom Point-of-Sale...
  • Page 7 Track 2, Available For All Hypercom Applications ........
  • Page 8 Connecting a Cellular Flip Phone ............4-3 -RHI\ 940114-020 Hypercom Point-of-Sale...
  • Page 10 Non-certified cellular flip phone configuration ........... 4-3 940114-020 Hypercom Point-of-Sale...
  • Page 12 User messages ............... . . 2-7 940114-020 Hypercom Point-of-Sale...
  • Page 14 -RXVSHYGXMSR The T7 Series Troubleshooting Manual , is your comprehensive manual to troubleshooting the Hypercom T7 Series Terminals with the Hypercom System Standard Software. T7 Series refers to the Hypercom T7, T7E, T7P, T77, T7PRC, and T7PRA series of terminals.
  • Page 15 When you see a Warning message or Caution message, read it promptly and carefully before proceeding further. The format of these messages is shown in the following examples. ARNING Please read this information before continuing. AUTION Please read this information before continuing. T7 Series Troubleshooting Manual 940114-020...
  • Page 16 Chapter 2 Error Message—This chapter describes instructions for troubleshooting error messages. Chapter 3 T7PRA Troubleshooting—This chapter provides troubleshooting instructions specific to the T7PRA. Chapter 4 Cellular Hardware—This chapter provides instructions for connecting a cellular bag phone or cellular flip phone to a T7E or T7P terminal. 940114-020 Hypercom Point-of-Sale...

  • Page 18: Initialization

    T7AEPRM300 T7AEPRM400 T7AEPRM401 %TTPMGEXMSRW Please contact the Hypercom Client Services Representative for a list of applications that your company supports. -RMXMEPM^EXMSR The Initialization is the personality of the terminal which is the merchant-specific information. Examples include merchant name, address, card types merchant accepts, offline options, and phone numbers to dial for authorization and settlement.
  • Page 19 The only way to remove this six-digit, custom maintenance password is to download the terminal with System Software Version 5 or lower. Please contact Hypercom Client Services if you have any questions regarding this matter. 4VSTVMIXEV] )UYMTQIRX The following tables list Hypercom’s proprietary equipment. Although this equipment is in the field, it operates off different software and has a different EPROM version.
  • Page 20 : Proprietary logos are on each of these terminals. ,EVH[EVI 'SRZIVWMSR SJ 8IVQMREPW When converting a proprietary terminal into a Hypercom Standard terminal or vice versa, please understand the following business issues: The turn-around time of the terminal is 7-10 working days.

  • Page 21: Repairs

    Return shipment by surface delivery Replace overlay when applicable Contact the Hypercom Terminal Services Department for an RMA number. You must include a note stating the purpose of the shipment. You can also convert any proprietary terminal except for American Express by changing the Option setting in the terminal’s Boot level.

  • Page 22: Application Level

    2851 West Kathleen Road Phoenix, AZ 85053 8IVQMREP 1IQSV] The Hypercom terminal memory consists on an Application level and a Boot level. %TTPMGEXMSR 0IZIP The following table illustrates what information resides in the Application level and various functions needed to access, change, or delete parameters.

  • Page 23: Boot Level

    For more information, refer to : Hold Card Verify, “Accessing the Terminal’s Void, and Offline Boot Level” on page 1-9. until the terminal beeps twice. 3/($6( ,1,7,$/,=( 25 Function, 98, Enter Deletes the software &$// +(/3  )( application T7 Series Troubleshooting Manual 940114-020...
  • Page 24 7<3(" Press Cancel to return to the Idle prompt or 75$16$&7,21 &203/(7(' proceed with the next Step. 7<3(" To delete batches, press the key sequence: 2, Enter. 940114-020 Hypercom Point-of-Sale...
  • Page 25 Caution: This action deletes the batch. The batch is no longer in the terminal once you perform this function. The Hypercom terminal can support more than one financial host. The terminal individually dials each host for authorization and then settles to each respectively.
  • Page 26 EPROMs higher than 2.00. 7GVIIR  Previous action Terminal display '$7( 7,0( If the terminal’s software and initialization have 6:,3( &86720(5 &$5' not been deleted at the terminal’s Application level, the terminal displays the following message. 940114-020 Hypercom Point-of-Sale...

  • Page 27: Deleting The Current Software Application At The Terminal's Boot Level

    Settings in the Terminal’s Boot Level” on page 1-17. If you want to delete the current terminal software application, refer to “Deleting the Current Software Application at the Terminal’s Boot Level” on page 1-11. 1-10 T7 Series Troubleshooting Manual 940114-020...
  • Page 28 : FE means Format Error, indicating you are in Boot level. Step-by-Step To delete the current software application at the terminal’s Boot level: Step Action Terminal display 0(5&+$17 )81&7,21 Press the key sequence: Function 9, 8, Enter. 940114-020 Hypercom Point-of-Sale 1-11...
  • Page 29 Terminal display &21),*85( 7(50,1$/ If the EPROM is less than 2.00, the terminal 25 &$// +(/3  3 ( displays the following message. : PE means Program Error, indicating the terminal has no software. 1-12 T7 Series Troubleshooting Manual 940114-020...
  • Page 30 Press Cancel to exit the menu. &21),*85( 7(50,1$/ If the terminal has an EPROM of less than 2.00, 25 &$// +(/3  3 ( the following message appears. : PE means Program Error, indicating the terminal has no software. 940114-020 Hypercom Point-of-Sale 1-13...

  • Page 31: Program Loading A Terminal With Software

    25 &$// +(/3  3 ( displays the following message. Step-by-Step To program load a terminal for a software application: Step Action Terminal display 0(5&+$17 )81&7,21 Press the key sequence: Function, 9, 2, Enter. 1-14 T7 Series Troubleshooting Manual 940114-020...

  • Page 32: Initializing A Terminal For A Parameter Download

    One of the following screens appear, depending on what previous action was taken at the terminal’s Application level. 7GVIIR  Previous action Terminal display 3/($6( ,1,7,$/,=( After receiving the software application shell, you need to initialize the teminal to download the merchant profile from the Host. 940114-020 Hypercom Point-of-Sale 1-15...
  • Page 33 The terminal has successfully initialized with the 75$16$&7,21 &203/(7(' merchant’s specific profile. '$7( 7,0( Press Cancel to return to the idle prompt. 6:,3( &86720(5 &$5' : The terminal display returns to the Idle prompt whether Cancel is pressed or not. 1-16 T7 Series Troubleshooting Manual 940114-020...
  • Page 34 EPROM version Terminal display &21),*85( 7(50,1$/ If the EPROM is less than 2.00, the terminal 25 &$// +(/3  ) ( displays the following message. : FE means Format Error, indicating you are in Boot level. 940114-020 Hypercom Point-of-Sale 1-17...
  • Page 35 The terminal displays the current CU Address for LAN configuration. The dial configuration should be at the default setting of 30. Press the key sequence: Function 3, 0, Enter or press Enter to bypass this field. 1-18 T7 Series Troubleshooting Manual 940114-020...
  • Page 36 25 &$// +(/3  3 ( Boot level, the terminal displays the following message. 3/($6( ,1,7,$/,=( If you have existing software, press Function 3, 25 &$// +(/3  ) ( Enter. The terminal displays the following message. 940114-020 Hypercom Point-of-Sale 1-19...

  • Page 37: Verifying The Printer Setting

    5. Perform a printer test by pressing the key sequence: Function, 8, 2, Enter. 35,17 7(67 &203/(7( Use this function to output a sample receipt and verify the printer is printing all the characters and fonts correctly. 1-20 T7 Series Troubleshooting Manual 940114-020...
  • Page 38 2. At the Boot level menu, press Enter to scroll down to the Printer setting. The Printer setting should be one of the following: – 00 = T7E – 01 = T7P 06 = T77F – 07 = T77S – 940114-020 Hypercom Point-of-Sale 1-21...
  • Page 39 8. Reconnect the power cable and run a printer test by pressing the key sequence: Function 8, 2, Enter. ARNING Do not stick any sharp objects inside the printer. This can result in permanent damage to the printer or the printer guide. 1-22 T7 Series Troubleshooting Manual 940114-020...
  • Page 40 2. Disconnect the printer cable from the back of the printer. 3. Remove the paper from the printer. 4. Lift the printer lid. 5. Examine the interior of the paper guide and clear out any jams. 940114-020 Hypercom Point-of-Sale 1-23...
  • Page 41 To perform a display test, press the key sequence: Function, 8, 3, Enter. The terminal displays two lines of 20 blocks. If anything else displays, send the terminal to Hypercom, via an RMA, for additional testing and if necessary, repairs.
  • Page 42 Press the key sequence: Function, 8, 9, Enter.   Swipe the card. If the terminal does not display  the correct card information, send the terminal to Hypercom, via an RMA, for additional testing and, if necessary, repairs. 940114-020 Hypercom Point-of-Sale 1-25...
  • Page 43 &$1&(/ 7:,&( 72 (1' down the Shift key and press the Paper Feed key. If the display does not match the location of the key, send the terminal to Hypercom, via an RMA, for additional testing and, if necessary, repairs. 1-26...
  • Page 44 Equipment Information *-4  'SRJMKYVEXMSR JSV E 84 8IVQMREP The following figure illustrates a FIP 11 configuration for a T7P Terminal. Figure 1-3. FIP 11 configuration 940114-020 Hypercom Point-of-Sale 1-27...
  • Page 46 C H A P T E R )VVSV 1IWWEKIW 4PIEWI 8V] %KEMR‹') Communication Error indicates the terminal dialed a number that does not answer. Verify that the information in the PABX field is correct. Does the merchant need a nine or eight to dial out? Does the merchant have call waiting that is, 1170 in PABX field to block? Does the merchant need a pause before starting the dial strings? The letter B equals a 1.5 second pause.
  • Page 47 This error message indicates the terminal lost communications. Verify the modem modes are set correctly in Term-Master. Call Hypercom POS Client Services. )VVSV 'EPP ,IPT‹7) System Error indicates the terminal is trying to initialize but something is not correct in Term- Master.
  • Page 48 6. Attempt the transaction again. 6IXV] &EXGL 8VERW Retry Batch Trans indicates the terminal settlement was unsuccessful. Hypercom terminals require settlement error correction before allowing processing of new transactions. Press the key sequence: Function 2, 9, Enter to verify settlement status.
  • Page 49 Verify the printer type is correct in Term-Master setup. Verify the printer is enabled by pressing the key sequence: Function 7, 1, Enter. Perform a printer test by pressing the key sequence: Function, 8, 2, Enter. T7 Series Troubleshooting Manual 940114-020...
  • Page 50 1-21. )6636‹;VSRK 8VERW ERROR—Wrong Trans indicates the Visa II Table in the Term-Master’s profile was not correctly filled out with the required information for the Visanet, NDC, or MAPP modules on Hypercom’s System Software. &IJSVI 0SEHMRK SV -RMXMEPM^MRK E 8IVQMREP The following messages appear before loading or installing a terminal.
  • Page 51 The two-character error code indicates the type of error condition. The operator then will determine the appropriate action. Programming for Hypercom T7 Series terminals includes the following test response code messages listed below in Table 3-1.
  • Page 52 Expiration date on magnetic stripe or manually entered number indicates expired card. ,1&255(&7 3,1 Incorrect Personal Identification Number. ,19$/,' Transaction is not allowed at the terminal. 75$16$&7,21 3/($6( :$,7 Terminal is waiting for further instructions from the host. 940114-020 Hypercom Point-of-Sale...
  • Page 54 C H A P T E R 846% 8VSYFPIWLSSXMRK 'IPP 'SRJMKYVEXMSR MR XLI 7]WXIQ 7SJX[EVI Step-by-Step To configure a T7PRA: Step Action Terminal display   &(// &21),* Press the key sequence: Function 1, 1, Enter.   &(// 7(67   &(// &21),* Press 0 to begin configuring the terminal.
  • Page 55 Function 11 and reviewing the initial screen under cell config. The 214 in the ESN number indicates which cell manufacturer created the cell modem. Hypercom uses Standard Communications to manufacture its cell boards. The cellular provider needs to know this information.
  • Page 56 0000 shows the terminal is not locked onto a channel. Anything over a 0025 in hexadecimal is a good cell strength. '$7( 7,0( Press Cancel to return to the idle prompt. 6:,3( &86720(5 &$5' 940114-020 Hypercom Point-of-Sale...
  • Page 58 4-1 on page 4-2. You can also connect a flip phone to a T7E or T7P terminal using some of the certified hardware listed below. The flip phone configuration is not a certified configuration by Hypercom. See Figure 4-2 on page 4-3.
  • Page 59 When you are not using the terminal with a cellular phone, you must change the Hook Delay setting back to the default 01 setting for normal terminal dialing out operation. Figure 4-1. Certified cellular bag phone configuration T7 Series Troubleshooting Manual 940114-020...
  • Page 60 2. Connect the connection box to the back of the terminal using the line port. 3. Power up the terminal by using the Hypercom AC power adapter that came with the terminal or use the optional cigarette lighter, Hypercom Part #870025-001.
  • Page 62 How This Book Is Organized ..... . . xv Card Reader Track 2, Available For All Hypercom Applications . 1-25 Unsupported Card ......1-25 Caution Messages .
  • Page 63 Boot Level ....... . 1-6 Track 2, Available For All Hypercom Applications ..1-25 Troubleshooting the Printers .
  • Page 64 6IEHIV 'SQQIRX *SVQ Please forward any comments about this document to: Hypercom Corporation Technical Information Development 2851 West Kathleen Road Phoenix, Arizona 85053 http://www.hypercom.com Document Number: 940114-020...

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