Hardware Problems

HARDWARE PROBLEM

SOLUTION

Card numbers are not masked properly on the Cardholder copy and/or the Merchant copy of the receipt

Make sure that Merchant Receipt Card Masking is enabled, and Pre-Printing is disabled.

Chip card reader won't read cards

- Try inserting a different card. If this card can be read, the problem is with the first card. Request another form of payment.

- If the card reader still won't read cards, contact the Moneris Merchant Service Centre for assistance.

Display screen is blank

Check that the power cable is:
- firmly connected to the base.
- plugged into a functioning wall jack.

If the power cable disconnects from the terminal or becomes unplugged on a regular basis, consider moving the terminal.

If the display is still blank, contact the Moneris Merchant Service Centre for assistance.

Display lighting is too bright or too dark

The contrast setting is too high or too low.

Check the contrast setting and increase or decrease it to work with the lighting at the terminal location.

Ethernet communication problems are happening intermittently.

Contact the Moneris Merchant Service Centre for assistance.

Magnetic Stripe Card reader won't read cards.

- Try swiping the card more quickly or more slowly or from the front of the reader towards the back.
- Try swiping a different card. If this card can be read, the problem is with the first card. Request another form of payment.

- Use a Head Cleaning Card to clean the card reader ( a.k.a. the magnetic stripe reader or MSR). Contact the Moneris Merchant Service Centre if you need Head Cleaning Cards.

- If the card reader still won't read cards, contact the Moneris Merchant Service Centre for assistance.

No transactions are being processed. Terminal is using Dial.

- Determine whether Call Waiting or Call Answer is activated on the phone line that the terminal is using.
- If either one is activated, configure the dial Prefix on the terminal as: *70,, (star, seven, zero, comma, comma). Entering alphabetic characters and punctuation .

Nothing is possible on the terminal after initial communications configuration is completed: not initialization, not transactions

Contact the Moneris Merchant Service Centre for assistance.

Printer Jam

Open the printer and check that:
- the paper feed is clear.
- the paper roll is seated correctly.
Close the printer lid and ensure that it is closed completely.

When the problem is fixed, the printer will finish printing the receipt or report that was in progress.  If necessary, reprint the transaction.

Note:  Most debit transactions cannot be performed until the printer problem is fixed.  (Credit transactions and some debit chip transactions can be performed manually if necessary.)

"CANCELLED" is printed on an Ernex Close Batch report.

If communications are interrupted during the Loyalty/Gift Close Batch leaving the Close Batch out of balance, the "CANCELLED” message appears on the terminal screen, "CANCELLED" is printed on the report, and the batch is NOT closed.

Contact the Moneris Merchant Service Centre for assistance.

TOTALS NOT AVAILABLE is printed on a Close Batch report.

If a Close Batch transaction is sent to the Ernex Host when there are no transactions at the Host, the report prints only a header, footer, and the text "312 -- TOTALS NOT AVAILABLE."

Zero dollar values on an Ernex Stored Transactions report by batch .

No Ernex transactions have been performed since the last Loyalty/Gift Stored Transactions report ( a.k.a. a Loyalty/Gift Batch Totals report) was printed.

Terminal freezes when a chip card is removed from the external PINpad.

The chip card has been removed from the chip card reader on the external PINpad while the PLEASE WAIT prompt is displayed.

Wait for a moment. The terminal and PINpad will automatically reset themselves then the terminal will return to the READY screen and the PINpad will return to the WELCOME/BONJOUR screen.

When the READY screen re-appears, start the transaction again, wait for the SWIPE OR INSERT CARD prompt to appear on the PINpad, insert the chip card into the chip card reader on the PINpad and leave the chip card in the reader until the REMOVE CARD prompt appears on the PINpad.

Terminal freezes after the dollar amount is keyed in and OK is pressed.

An external PINpad is attached to the terminal and a card has been inserted into the chip card reader on the terminal before the dollar value is entered on the terminal.

- Power down the terminal then power it up again.

- When the READY screen appears on the terminal, do NOT insert the card in the chip card reader. Key in the dollar amount and press OK THEN insert a chip card into the chip card reader on the PINpad (i.e. not on the terminal).