Troubleshooting - IDTECH ViVOpay VP5200 User Manual

4. Troubleshooting

The VP5200 reader is designed to be reliable and easy to troubleshoot. The components that may
require troubleshooting include the power module (if applicable), the reader, and the serial cable.
Symptom Possible Cause
General Issues
Reader does not Reader not powered on
appear to be or incorrect voltage.
powered on (no
LEDs are lit). Improper use of internal
power supply provided
by the kiosk.
Reading Cards
Some cards read, Possible bad card.
but not all.
Unsupported card type.
Wrong firmware
(contact your local
support representative).
Communication to Kiosk
No data is Faulty or incorrect cable
received, or data is connections.
garbled.
Load Firmware
Firmware loading Device is not firmly
software indicates connected to PC or
"open RS-232 other software is using
failed." the serial interface.
Firmware loading Device is not firmly
software indicates connected to PCs.
"Load firmware
failed."
Firmware loading Bootloader firmware in
software indicates device is destroyed.
"Send Command
failed."
If you are unable to resolve the problem, please contact
to this address will automatically open a support ticket).
ID TECH ViVOpay VP5200 User Manual
Remedy
Check cable connections.
•
Verify that power is on and correct voltage and current
•
are present.
Make sure that the correct pins are used.
•
Make sure that the power provided is within the
•
specified range of the reader.
Make sure that the correct polarity is observed. For
•
more information, refer to the Input Voltage under the
Electrical specification section.
Replace the device with a known-good device to verify
•
that the power supply and wiring in the installation are
sound.
Check to see if card is damaged.
Verify that correct firmware is loaded on reader (local
support representative only).
Card readers must contain the latest versions of card-
brand public certificates (CAPKs). If a CAPK is out of date,
one kind of card may no longer be usable. Update the CAPK.
Check that the cable connection is secure and in the correct
port on the unit.
Check the cable connection.
Close other software that might be using the same serial
interface.
Check the cable connections.
Contact your support representative to reload
manufacture's firmware.
support@idtechproducts.com (sending an e-mail
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