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Hypercom ICE Series Troubleshooting Manual

Spos version 05b
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ICE Series
Troubleshooting Manual
SPOS Version 05B
For ICE 5500, 5700, and 6500 Terminals
Date: July, 20-2001
Download from Www.Somanuals.com. All Manuals Search And Download.

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Summary of Contents for Hypercom ICE Series

  • Page 1 ICE Series Troubleshooting Manual SPOS Version 05B For ICE 5500, 5700, and 6500 Terminals Date: July, 20-2001 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 2 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page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  • Page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
  • Page 6 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 7 Changing Settings in the Terminal Boot Level ............1-19 940331-002, rev. A Hypercom Corporation Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 8 Table of Contents Test Functions ................. 1-22 Performing a Keyboard Test .
  • Page 9 Figure 1-6. ICE 5700 printer paper installation ............1-31 940331-002, rev. A Hypercom Corporation Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 10 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 11 (ERC) functionality. The ICE family employs a modular concept. With the printer and modem module attached, it becomes a fully functional terminal and PIN pad. The ICE Series of terminals discussed in this manual are the ICE 5500, 5700, and 6500. Who Should Use This Book This document is intended for Help Desk staff to assist Hypercom customers in troubleshooting and diagnosing specific issues.
  • Page 12 Warnings provide information that is essential to the safety of the user, the equipment, or both. Failure to do as instructed may result in physical damage. ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 13 Therefore, the integrity of protective earthing must be ensured. Use only the Hypercom-provided power supply and power cord. Ensure that a suitable power source supplies power when the terminal is connected to the telephone line.
  • Page 14 EPROM release: T5KBOOT415 ICE 6500 EPROM release: TK5BOOT407 Applications Please contact your Hypercom Client Services Representative for a list of the applications your company supports. ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 15 Examples include the merchant name and address, card types the merchant accepts, offline options, and phone numbers to dial for authorization and settlement. Maintaining the specific initialization on Term-Master establishes control for the Hypercom customer to prevent other organizations from tampering with or changing information at the terminal level.
  • Page 16 One year for peripherals Step-by-Step To request repairs: 1. Call the Hypercom POS Terminal Services Department at 800.584.1876 for a Return Merchandise Authorization (RMA) number. 2. Provide written information about the problem or the results of diagnostic testing. This information must accompany each piece of equipment to help expedite the repair.
  • Page 17 .H\V &203/(7( Touch Reversals on the terminal display. 7UDQVDFWLRQ FRPSOHWH &RQWLQXH Touch Continue on the terminal display. The transaction is complete. The terminal displays the Idle prompt. 940331-002, rev. A Hypercom Corporation Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 18 Enter on the terminal display or press Enter on the terminal keyboard. Touch Continue on the terminal display. The transaction is complete. The terminal displays the Idle prompt. ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 19 See "Deleting the Current Software Application at the Terminal Boot Level" on page 1-13 for more information. 940331-002, rev. A Hypercom Corporation Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 20 Touch Everything to clear Reversals, Batches, and Initialization : With any option the terminal does not return to the Idle prompt. Instead it displays the Clear Buffer menu. ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 21 : FE stands for Format Error, letting you know that the  0$,17(1$1&( )81&7,216 initialization was cleared or that you are in the boot level.  )$67 /2$' 940331-002, rev. A Hypercom Corporation Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 22  0(5&+$17 352*5$00,1*  352*5$0 /2$'  &/($5 3$*( 0(025<  0$,17(1$1&( )81&7,216  )$67 /2$' 1-10 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 23  &/($5 3$*( 0(025< : FE stands for Format Error, indicating the initialization  0$,17(1$1&( )81&7,216 was cleared or that you are in the boot level.  )$67 /2$' 940331-002, rev. A Hypercom Corporation 1-11 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 24  0(5&+$17 352*5$00,1*  352*5$0 /2$'  &/($5 3$*( 0(025<  0$,17(1$1&( )81&7,216  )$67 /2$' 1-12 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 25  352*5$0 /2$'  &/($5 3$*( 0(025<  0$,17(1$1&( )81&7,216  )$67 /2$' The current software application is removed from the terminal memory. 940331-002, rev. A Hypercom Corporation 1-13 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 26 ENTER on the terminal keyboard to bypass this field. Ï This is the phone number the terminal dials for the software &$1&(/ &/($5 (17(5 program load. 1-14 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 27  0(5&+$17 352*5$00,1* type it here.  352*5$0 /2$'  &/($5 3$*( 0(025<  0$,17(1$1&( )81&7,216  )$67 /2$' Touch 01 to return to the Idle prompt. 940331-002, rev. A Hypercom Corporation 1-15 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 28 After receiving the software application, initialize the terminal for the host to download the merchant profile. See "Initializing a Terminal for a Parameter Download" on page 1-17. ,1,7,$/,=( 1-16 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 29 352&(66,1* 12: &203/(7( The initialization is complete. 7UDQVDFWLRQ FRPSOHWH &RQWLQXH Touch Continue on the terminal display. The transaction is complete. The terminal displays the Idle prompt. 940331-002, rev. A Hypercom Corporation 1-17 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 30 &203/(7( The initialization is complete. 7UDQVDFWLRQ FRPSOHWH &RQWLQXH Touch Continue on the terminal display. The transaction is complete. The terminal displays the Idle prompt. 1-18 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 31 The dial mode should be at the default setting of 01. Ï $ % & ' ( ) Touch 0, 1, ENTER, or touch ENTER on the terminal display to &$1&(/ &/($5 (17(5 bypass this field. 940331-002, rev. A Hypercom Corporation 1-19 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 32 0 + C + ENTER, or touch ENTER on the Ï $ % & ' ( ) terminal display to bypass this field. &$1&(/ &/($5 (17(5 1-20 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 33 The terminal screen performs a self-diagnostic test and will return to the idle prompt only if there is a software application and initilization parameters are present. 940331-002, rev. A Hypercom Corporation 1-21 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 34 3UHVV WR HQG Press a number on the keyboard. The screen displays the location of the key. For example, pressing 5 displays Col 02 Row 02. 1-22 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 35 : The terminal displays the color scheme on the ICE 6500. If any sections of the display do not respond, send the terminal to Hypercom for repair. To exit, touch Continue on the terminal display until the Idle prompt appears.
  • Page 36 The terminal displays a message that it passed and then displays the Idle prompt. If the terminal fails the test, please contact your Client Services manager. 1-24 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 37 If the error message persists, the customer card or terminal card reader may be damaged. Touch Clear on the terminal display. The terminal displays the Idle prompt. 940331-002, rev. A Hypercom Corporation 1-25 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 38 See "Changing Settings in the Terminal Boot Level" on page 1-19 and "Turning the Printer On or Off" on page 1-28 The terminal returns to the Idle prompt. 1-26 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 39 Equipment Information Figure 1-1. Printer sample receipt 940331-002, rev. A Hypercom Corporation 1-27 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 40 Touch On/Off on the terminal display. 3ULQWHU LV HQDEOHG 'LVDEOH" <HV Touch Yes on the terminal display to disable the printer. The terminal displays the Idle prompt. 1-28 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 41 3. Open the printer access cover by lifting upward on the printer access cover tabs. Printer access cover Printer access cover tab Figure 1-3. Open printer access cover 940331-002, rev. A Hypercom Corporation 1-29 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 42 9. Close the printer cover. 10. Reconnect the power cable. 11. Continue by reloading the printer paper. See "Reloading Printer Paper" on page 1-31  1-30 ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 43 Touch Yes. The terminal changes the printer settings to Enabled and returns to the Idle prompt. Repeat steps 3 through 7. 8. Touch Quit. The system returns to the Idle prompt. 9. Close the printer paper cover. 940331-002, rev. A Hypercom Corporation 1-31 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 44 Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 45 C h a p t e r Error Messages This section explains the different types of error messages that may occur during operations and possible steps to clear the error message. Please Try Again (CE) Communication Error (CE) indicates the terminal dialed a number that does not answer. The following is a list of options to clear the error message: Enable the enhanced dial messages.
  • Page 46 This error message indicates the terminal lost communications (LC). The following is a list of options to clear the error message. Verify that the modem modes are set correctly in Term-Master. Call Hypercom POS Client Services. Error Call Help (SE) System Error (SE) indicates the terminal is trying to initialize, but Term-Master encountered an error.
  • Page 47 Verify that the card range table is complete in Term-Master. ERROR—Wrong Trans ERROR—Wrong Trans indicates the Visa II Table in the Term-Master profile was not correctly filled out with the required information for the Visanet, NDC, or MAPP modules on the Hypercom System Software. 940331-002, rev. A Hypercom Corporation Download from Www.Somanuals.com.
  • Page 48 &DOO +HOS²;; indicates an abnormal condition that requires a transaction retry or a call to the Help Desk for assistance. The two-character error code indicates the type of error condition. ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
  • Page 49 Error Messages Programming for Hypercom ICE terminals includes the test response code messages listed in Table 2-1. Table 2-1. Response code messages Message Description $33529$/ &2'( A two to six-digit code number indicates that the transaction was approved. The  number on the right side of the display is the approval code.
  • Page 50 The host did not accept the card. ,19$/,' Transaction is not allowed at the terminal. 75$16$&7,21 3/($6( :$,7 Terminal is waiting for further instructions from the host. ICE Series Troubleshooting Manual 940331-002, rev. A Download from Www.Somanuals.com. All Manuals Search And Download.
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This manual is also suitable for:

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