Confidential
Page 24
6/4/2008
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.
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.
The EFT client is not running (or installed). Check if the client icon (little cents sign) is on the task
bar near the clock. (Warning…. Not all POS system shows the task bar). Start client by rebooting
POS.
Certain cards won’t process
If the EFTPOS system only fails on Refunds, American Express or Diners cards or Cash Out the bank may
have disabled them. Check with the bank to see if they are enabled on your terminal settings.
Hardware Problems
Hardware error troubleshooting
Try to access one of the supported functions by pressing the function key
If the PINpad goes into maintenance functions the PINpad hardware is working
If the PINpad will not respond, it is probably broken
Check power & cables
If possible try another PINpad on this power point
If there is still no activity on the PINpad screen the PINpad is probably broken
PINpad issues that may require a replacement
Card reader fails card reading on call cards
PINpad has been dropped and the display is smashed
Missing keys on keyboard
Non-responsive keys on keyboard. Re-power on PINpad and try keys again before replacing
If the PINpad display contains the text APPLI NOT OK, then the PINpad has lost its software.
Return the PINpad for repair
If the terminal response code 63 or 96 after an RSA logon, the PINpad has lost its keys. Return the
PINpad for repair.
