Trouble Shooting - PC-EFTPOS nab Reference Manual

Trouble Shooting

Installation Problems
PINpad offline
The most common reason for this error message is that the PINpad is not connected to the PC correctly.
 Check the power to the PINpad. The PINpad should be showing something on its display screen.
 Check the PINpad is connected to the COM port on the PC
 Check that the PC-EFTPOS Client Settings is configured to use the correct COM port, usually
COM1.
No Response from bank to logon
 Check the terminal and merchant ID from the logon receipt
 Have the bank verify that the terminal ID being used is setup on the bank system
 If the TID is correct at the bank, check the EFTSRV settings to ensure the message is being sent to
the correct bank.
No More Paper
If you get this error message on the screen of your PINPad
The PINpad must have a paper roll inserted to operate. Please insert a paper roll to correct this problem
Pinpad online, but getting ADVICE message during logon or transaction
The pinpad may have a stuck message, which the bank is unable to process.
To clear this stuck message out:
 Open up the pceftpos client (either by double clicking on the icon in the taskbar, or pressing function
11114440 on the terminal)
 Press the "Ctrl Panel..." button.
 Once in the Control Panel, press the "Diagnostics" button on the "EFTPOS (F2)" tab
 This will present a series of options on the POS
 Press NO until you reach the one that says PRINT/CLR SAF QUEUE.
 Answer YES to this question
 This option will delete any reversals or advices and print out a receipt of all the transactions that
were deleted.
 The transactions printed on this receipt need to be reported to the NAB helpdesk otherwise there will
be some missing or extra transactions in the account.
Client Offline
This error means that one of the following has occurred:
 The most common cause of this error on a correctly installed machine is that there are more than one
application running that uses our EFTPOS system. Examples are the POS system and our test POS
system. There can only be one POS running. Shutdown any other applications that may also use
EFTPOS.
Confidential Page 35 19/02/09