A message will appear on the display if an error occurs. In the table below, find the error message that appears on the terminal and try the solution. If the error message re-appears, contact the Moneris Merchant Service Centre for assistance.
IMPORTANT: If you are using PUBLIC IP communication, you may need to contact your ISP for assistance before contacting Moneris. Check the Error Message resolution to determine if this is the case.
All error messages are listed in alphabetical order (regardless of their
cause).
Click on the first letter of the error
message to access the first message that starts with that letter.
Symbols A
B
C D E F G H I J K L M N O P Q R S T U
V
W X Y Z
ERROR MESSAGE |
PROBLEM & SOLUTION |
= Ethernet |
This symbol appears in the top left corner of the terminal display when there is a problem with the Ethernet connection. If the terminal has a dial communications cable connected to a phone jack and dial communications have been configured, the terminal will attempt to use dial communications. Check that your Internet service is available. |
= SAF Log 90% Full |
This symbol appears in top left corner of the terminal display when the SAF log is nearly full. A manual SAF Upload transaction should be performed as soon as possible.
|
= SAF Log is |
This symbol appears in top left corner of the terminal display when the SAF log is full. The next time the terminal returns to the READY screen, it will perform an automatic SAF Upload . No other transactions (Air Miles, debit, credit or Ernex) can be processed until the SAF Upload has been successfully completed. Wait while the terminal performs the SAF Upload . Do NOT cancel the SAF Upload . It must be completed before any other transactions can be performed. |
|
This symbol appears when the terminal is in Training mode. Exit Training mode to remove the symbol from the display. |
The Refund Amount entered exceeds the limit set on the terminal during Initialization. - Ask the cardholder to return the
terminal. |
|
APP CA06 |
Contact the Moneris Merchant Service Centre for assistance. |
ASSERT |
Contact the Moneris Merchant Service Centre for assistance. |
Authenticate xxx...Failed! |
xxx = the application name or "OS" or "Sec Data" or "SSA" |
There may be more than five terminals registered to the same communications base. -Ensure that there are no more than five terminals registered to the same communications base.
Another terminal is using the base. - If the base becomes available, this transaction will start. If not, PLEASE WAIT disappears. Press OK and retry the transaction. |
|
When registering a terminal to a base: -
the BASE ID entered does not exist. Press OK, check the
BASE
ID and re-enter it.
When performing a transaction: -
the transaction was tried on a terminal that has not been registered.
Register
the terminal and retry the transaction. -
Ensure there are no walls or (metal) equipment between the communications
base and the terminal. |
|
The Can/Ann key was pressed during a chip card transaction: - Remove the chip card from the chip card reader. The terminal
will beep once per second until the card is removed. |
|
CANCELLED |
The cardholder has pressed the Can/Ann key during the cardholder prompts. - Ask the cardholder to return the
terminal. |
CANNOT SWIPE |
A chip card was swiped on the Magnetic Stripe Card Reader; however, this is not allowed for this card. - Press OK to return
the READY screen. |
Can't Read |
|
CARD BLOCKED |
The chip card cannot be used. Request another form of payment. |
CARD NOT or CARD NOT
|
There are a number
of possible problems: - You have keyed in or swiped a card at the SWIPE ADMIN CARD prompt that is not a POS Admin card. Check the card to ensure that it is a POS Admin Card. - You have keyed in a credit card or debit chip card, loyalty card or gift card number that is not valid. Check that you have keyed in the card number exactly as it appears on the card. - During a Payment or Payment Void transaction, you have keyed in or swiped a card at the SWIPE OR INSERT CARD prompt that is not a Private Label card. Check the card to ensure that it is a Private Label card. Check the card (or Card number) then: If the READY screen appears, retry the transaction. If the SWIPE OR INSERT CARD prompt appears, swipe (or key in) the card again. You may need to swipe the card more quickly or more slowly or from the front of the reader back to read it properly. If this message appears again: |
CARD PROBLEM or CARD PROBLEM |
You have swiped a card on the terminal's magnetic stripe reader and the card stripe could not be read properly. If the READY screen appears, retry the transaction. If the SWIPE OR INSERT CARD prompt appears, try swiping the card more quickly or more slowly or from the front of the reader back.
|
CARD REMOVED |
The chip card was removed from the chip card reader during the cardholder prompts, before the REMOVE CARD prompt was displayed. The transaction is cancelled. - Retrieve the terminal from the cardholder. |
The chip card was removed before the transaction was completed and has been cancelled. - Press OK. |
|
CASH BACK OR CASH BACK |
The Cashback amount requested exceeds the limit set on the terminal. Enter a lower amount for Cashback when the prompt re-appears. If this error message appears on a regular basis, consider increasing the Cashback limit set on the terminal. |
Certific File |
|
CERTIFICATE |
This applies to Ethernet communications only. The SSL certificate failed verification. If dial backup
is available: If dial backup is not available: OR Contact the Moneris Merchant Service Centre for assistance. |
CF00 IDLE |
Contact the Moneris Merchant Service Centre for assistance. |
CFS xxx |
xxx = CFS name |
CFS xxx has |
xxx = application name or CFS name |
CFS xxx MAC Verification Failed! |
xxx = CFS name |
CHECK PRINTER
|
A problem has been detected with the printer. Open the printer and check that: If the problem is fixed: If the problem is not fixed: |
CHIP NOT ALLOWED DO PURCHASE PRESS OK
|
- Press OK again to return to the READY screen. - Process a Purchase
using the Chip card |
CHIP NOT ALLOWED |
A chip card has been used to attempt a Pre-Authorization transaction and the terminal is not configured to allow this. If this appears during merchant prompts: - You remove the chip card If this message appears during the cardholder prompts: - the cardholder removes the card. |
CHIP NOT ALLOWED |
The cardholder passes the terminal back to you. - Press OK. The CHIP
NOT ALLOWED DO PURCHASE PRESS OK prompt appears. - Process a Purchase
using the Chip card |
CHIP TYPE |
The chip on the chip card cannot be used on this terminal. - Remove the chip card. |
CLERK ID NOT |
The Default Clerk ID has not been set. Press OK to return to the READY screen. If you wish to use a Default Clerk ID, add
the Default Clerk ID. |
COMMUNICATION |
The Moneris/Ernex Host Communication Test failed. Press OK to return to the READY screen. Contact the Moneris Merchant Service Centre for assistance. |
CONTACTLESS |
|
CUSTOMER - |
A chip card was swiped on the Magnetic Stripe Card Reader instead of inserted into the chip card reader. Insert the card into the chip card reader to start the transaction. |
See Declined Messages. |
|
DO A PURCHASE WITH CHIP CARD |
The chip card cannot be used for a Pre-Auth transaction because the terminal is not configured to allow this. Retrieve the terminal , remove the chip card, press OK, and perform a Purchase using the chip card. OK |
DUPLICATE |
The terminal name you have attempted to assign to this terminal is already assigned to another one of your terminals. Try keying in another terminal name. |
EMV DATA |
Contact the Moneris Merchant Service Centre for assistance. |
ERNEX |
There has been a terminal, host or communication problem during the Initialization to the Ernex Host. Press OK to return to the READY screen. IMPORTANT: The terminal must be initialized before any other transactions (loyalty/gift or debit or credit) can be performed. Try to re-initialize again. If this does not work, Contact the Moneris Merchant Service Centre for assistance. |
ERNEX |
The Moneris/Ernex Host is requesting a re-initialization of the terminal. Re-initialize for Ernex. |
Err Authenticate |
xxx = CFS name |
An unknown communication error has occurred. Press OK to return to the READY screen and try the transaction again. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
|
ERROR 402 |
The Host has dropped the connection to the terminal during a transaction. Press OK to return to the READY screen and try the transaction again. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
ERROR 403 |
The terminal has lost the connection to the Host during a transaction. Press OK to return to the READY screen and try the transaction again. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
ERROR 405 |
This applies to Dial Communications only. The terminal has connected to the Host but the Host has not responded with the ENQ to begin data transmission. Press OK to return to the READY screen and try the transaction again. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
ERROR 406 |
The terminal has sent the transaction request to the Host but the Host has not responded. Press OK to return to the READY screen and try the transaction again. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
ERROR 407 |
The application did not send the final message to the Moneris Host. The transaction is considered cancelled. - Press OK. |
The terminal was unable to communicate with the Moneris Host over the Ethernet connection and dial backup was used to process the transaction. Press OK to acknowledge the message and return to the READY screen. The terminal will revert to Ethernet communications for the next transaction. |
|
The terminal has checked the Ethernet connection and determined that it is unavailable for communication. Press OK to return the READY screen then check the following: - Check all the cables to ensure everything is plugged in tightly. - Check that the router and hub/switch (if any) are functioning. If you use Public Internet: Contact your ISP (Internet service provider) for assistance. If you use Private Internet: Call the Moneris Merchant Service Centre. If you use Corporate WAN: Call your corporate help desk to confirm that the Corporate WAN is functioning properly. |
|
xxx = path/ DFS file name |
|
You have tried to key in a gift card number. Swipe the gift card on the Magnetic Stripe Card reader to continue. |
|
The terminal has attempted to connect to the Moneris Host via a dial line and has failed. The terminal will display this message for 3 seconds then return to the previous prompt. Wait for a few minutes then try the transaction again. If the message reappears contact the Moneris Merchant Service Centre for assistance. |
|
INCORRECT PIN -- LAST RETRY PRESS OK
|
The cardholder has not entered the correct PIN, i.e. (the PIN entered does not match the PIN on the card). The cardholder can retry entering their PIN correctly one last time. |
The PIN entered does not match the PIN on the card. - The cardholder presses OK. For chip cards with PIN: If the cardholder cannot remember their PIN the card may approve the transaction or the terminal may prompt for a signature at the end of the transaction or the transaction may be cancelled. If the transaction was cancelled, request another form of payment. For debit cards: If the debit cardholder cannot remember their
PIN, the transaction cannot be completed. Ask for another form
of payment. |
|
INCREMENTS OF 10
|
The Cashback amount that was entered is not a rounded amount (i.e., there must be no cents included, and the dollar position must be zero). Key in a Cashback amount like $10 or $20 or $30 or $40, etc. |
INITIALIZATION ERROR |
Please wait while the terminal is re-establishes an Ethernet connection to the Host in order to retry the initialization. When the connection is established, the INITIALIZATION ERROR RETRYING TRANSACTION prompt appears. |
INITIALIZATION ERROR |
If the Initialization process is not successful because of a communication problem, the terminal will automatically retry the Initialization once. Please wait while the terminal retries the Initialization. This message is displayed until the Initialization retry is successfully under way or the retry fails and a new error message is displayed. |
INITIALIZATION |
There has been a terminal, host or communication problem during the Initialization. Press OK to return to the READY screen. Contact the Moneris Merchant Service Centre for assistance. |
INITIALIZATION |
The Merchant ID entered during the Initialization was not correct. - Press OK to return
to the READY screen If the Merchant ID was entered correctly and the message re-appears, contact the Moneris Merchant Service Centre for assistance. |
INITIALIZATION |
If the Initialization process is not successful, the terminal will automatically retry the Initialization once. Please wait while the terminal retries the Initialization. This message is displayed until the Initialization retry is successfully under way or the retry fails and a new error message is displayed. |
INITIALIZE |
The Moneris/Ernex Host is requesting a re-initialization of the terminal. Re-initialize for Ernex. |
INIT FAILED-### |
There has been a parameter error during the Initialization. ### indicates the specific error. - Record the 3-digit number that appears where the ### is in
this example. Contact the Moneris Merchant Service Centre for assistance. |
INIT REQ'D |
The Moneris Host is requesting a re-initialization of the terminal. Re-initialize the terminal. |
INVALID CARD NO. |
The swiped card failed the MOD 10 check. If the READY screen appears, retry the transaction. If the SWIPE OR INSERT CARD prompt appears, try swiping the card again. If this message reappears, contact the Moneris Merchant Service Centre for assistance. |
INVALID CARD |
The card that was swiped cannot be used for this transaction. Ask for another card (e.g. a credit card) and retry the transaction. Try swiping the card again. If this message reappears, press the Can/Ann key to cancel the transaction and retry the debit or credit transaction. |
INVALID DATE |
The date entered
is not a valid date. Check the date and re-enter it when the prompt re-appears. |
INVALID ENTRY |
While in Training mode you have attempted to enter a transaction amount, a Cashback amount or a Tip amount greater than $1.00. When the prompt reappears, key in an amount of $1.00 or less and press OK to continue. OR |
INVALID |
The 4-digit Expiry date entered is not a valid date. Check the date and re-enter it when the prompt re-appears. The date must be entered in the MMDD format and must be a valid calendar date, e.g., 0231 ( Feb. 31) is not a valid date. |
INVALID IP |
The IP address
entered does not match the standard IP address format of #.#.#.#
where each # can be a minimum of 1 and a maximum of 3 digits long
with a minimum value of 0 and a maximum value of 255. For example: Check the IP Address and re-enter it when the prompt re-appears. |
INVALID PASSWORD
|
The password entered does not match the password downloaded. |
INVALID PHONE # |
The number that was keyed in is not the correct length. Key in a 10-digit phone number (including the area code but without any spaces). |
INVALID |
Contact the Moneris Merchant Service Centre for assistance.
|
INVALID TIME |
The time entered
is not a valid time. Check the time and re-enter it when the prompt re-appears. |
LOW BATTERY!!! |
The battery charge is too low. The terminal will beep 3 times then power down . To continue performing transactions: |
The terminal was unable to initialize to the Moneris Host. Press OK. The terminal may automatically attempt another initialization or may simply return to the READY screen. Contact the Moneris Merchant Service Centre for assistance. |
|
MAXIMUM BONUS |
The multiplier was applied to the 10th Bonus Offer selected for the transaction and this has resulted in an 11th Bonus Offer. There is a maximum 10 bonus offers per transaction so this exceeds the maximum. The terminal returns to the Bonus Offer menu screen. Select the Bonus Offer again, but press F3 to select NO at the APPLY MULTIPLIER prompt. |
MERCHANT ID |
The Merchant ID entered does not match the Merchant ID in the terminal's configuration. Check the ID, and re-enter it when the prompt re-appears. If the Merchant ID was entered correctly and the message re-appears, contact the Moneris Merchant Service Centre for assistance. |
MISMATCHED |
During a swiped credit card transaction, the digits entered as the last four of the credit card do not match the last four digits of the card number encoded on the card's magnetic stripe. Check the Card number and re-enter the last four digits when the prompt re-appears. If the prompt reappears, contact the Moneris Merchant Service Centre for assistance. |
Clerk Subtotals
are not available for that Clerk ID Check the Clerk ID and try the report again. |
|
NO LINE DETECTED |
The terminal cannot detect an available communications line so will not begin communicating. For dial communications, this may happen if the terminal shares
the dial line with another device (e.g. a phone or a fax machine)
or is using a line splitter or filter. For IP communications: the Internet service or the router may
be down. For
wireless communications: the wireless connection may not be functioning
properly. |
NO SUPPORTED |
The applications available on the terminal do not match any of the applications on the chip card. - Remove the chip card. |
NOT ACCEPTED |
The chip card
inserted cannot be read - Remove the chip card. If the SWIPE OR INSERT CARD prompt appears: If the PURCHASE Ready screen appears: If the SWIPE CARD prompt appears: If the NOT ACCEPTED message reappears: |
NOT COMPLETED or NOT COMPLETED |
The terminal has encountered a communication error during the cardholder prompts. If the cardholder is swiping or inserting the card: - Ask the cardholder to return the
terminal.
|
The Admin code entered does not exist or the function has not been configured on this terminal. Check the Admin Shortcut Code and try again. |
|
The terminal is about to erase from its memory a transaction that includes a Cashback amount and has not been printed on a Stored Transactions List. - Press OK. |
|
PIN MUST BE |
The cardholder has entered a PIN that was too short (less than 4 digits) or too long (more than 12 digits). When the ENTER PIN prompt reappears: |
PIN TRIES |
The cardholder keyed in an incorrect PIN too many times in a row for this transaction. The transaction is declined. - If the REMOVE CARD message appears under the PIN RETRIES EXCEEDED
message, remove the chip card from the chip card reader. |
PLEASE LOGON |
The terminal has been logged off to protect it from attempts to perform unauthorized transactions. Perform a Logon transaction. |
Contact the Moneris Merchant Service Centre to obtain a voice authorization. Once authorized, process an Advice Transaction. |
|
The total value of Refunds performed today is greater than your daily Refund limit. Contact the Moneris Merchant Service Centre for a temporary increase. Please have the original Purchase receipt available for reference . |
|
REINITIALIZATION |
The First
Initialization attempt failed Try to re-initialize again. |
REMOVE CARD |
A chip card has been left in the chip card reader after the transaction was completed. The terminal will beep once per second until the card is removed. Remove the chip card from the chip card reader. The Idle prompt will appear on the screen. |
RETRY - SYSTEM PROBLEM ### |
The Moneris Host was unable to process the transaction. Retry the transaction. |
RETRY - SYSTEM |
The Moneris Host or the Third Party Host was unable to process the transaction. Retry the transaction. |
The customer has taken too long to enter their PIN. - Press OK. |
|
YES NO |
Press the F1 key to select YES and retry the transaction. The CUSTOMER PRESS OK TO CONTINUE prompt appears. Pass the terminal back to the customer and ask them to press OK then re-enter their debit card information. Press the F3 key to select NO and return to the READY screen. |
The total awards calculated for this Air Miles Rewards Purchase or Air Miles Rewards Refund are greater than the maximum reward limit configured on the terminal. The READY screen re-appears. Check the values entered during the Rewards transaction and retry the transaction. |
|
The SAF Upload attempt (automatic during a transaction or manually started from the terminal menus) was not completed. Press the Can/Ann key. If this was an automatic SAF upload attempted during a transaction (Close Batch or Multi-terminal Reporting), the transaction is cancelled then the READY screen appears. If this was a manual SAF upload attempt, the READY screen appears. Wait a moment then retry the upload. If the problem persists, contact the Moneris Merchant Service Centre for assistance. |
|
SAF UPLOAD |
The function you have attempted to process ( enter Training mode or Initialization ) is not available until a SAF upload of the Air Miles transactions in the SAF log has been processed. Perform a manual SAF Upload then retry the function. |
SSA |
|
One or more of the messages sent between the terminal and the Moneris Host are missing data or have incorrect data. Wait for a few minutes then try the transaction again. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
|
SYSTEM PROBLEM |
The terminal is automatically retrying the transaction. Please wait until the terminal returns to the READY screen or another message appears. |
SYSTEM PROBLEM |
The terminal limits the number of PINs that can be entered in a specific time frame. This message appears if the number of PINs entered exceeds that limit. The current transaction is cancelled and debit and Chip-with-PIN transactions cannot be performed for a period of up to 10 minutes. After 3 seconds the last line of this message changes to "RETURN TO CLERK". - Retrieve the terminal from the cardholder. |
SYSTEM PROBLEM |
This message appears 3 seconds after the "SYSTEM PROBLEM SECURITY LIMIT PLEASE RETRY" message appears. - Retrieve the terminal from the cardholder. |
You have tried to add too many Clerk IDs or Terminal Names. You can add a maximum of 255 different Clerk IDs and 100 different Terminal Names. |
|
TCP CONNECTION |
The terminal has tested the Ethernet connection and was unable to establish a connection. The terminal will display this message for 3 seconds then return to the previous prompt. Wait for a few minutes then try the transaction again. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
TERMINAL DATA |
If the Initialization retry is not successful, contact the Moneris Merchant Service Centre for assistance. Press OK to return to the READY screen. |
TERMINAL SETUP |
The terminal has not been configured. Contact the Moneris Merchant Service Centre for assistance with configuring the terminal. |
or TIME-OUT |
The cardholder has taken too long to respond to their prompts. - Ask the cardholder to return the PINpad/terminal. |
TIME-OUT |
The cardholder has taken too long to respond to their prompts. - Ask the cardholder to remove their card. The TIME-OUT RETURN TO CLERK (or RETURN PINPAD) prompt appears. |
TRANSACTION
DATA |
- MasterCard Transaction Data: No data could be found. Wait until the terminal returns to the ADMIN FUNCS menu. |
TRANSACTION |
The terminal has incorrectly interpreted a Maestro debit card as a credit card. and A Maestro debit card with non-debit
Service code has been swiped for any non-debit supported transaction
type (i.e., a transaction type other than Purchase, Refund,
Purchase-Void or Refund-Void). Retry the transaction with a credit card. |
Purchase
Void; -Credit Refund
Void: Debit Purchase Void: No transactions were found that match the criteria you entered
during one of the following reports: - Transaction Inquiry
or loyalty/gift
Transaction Inquiry : OR OR |
|
The Stabilization Timer time entered during Dial Communications configuration is not valid. Check the number of seconds entered and enter a valid value when the prompt re-appears. |
|
VALID VALUES |
The value for the SAF upload time period was less than 1 or greater than 15. Check the value and enter a valid value. |
VALID VALUES |
The Backlight delay time is not valid. Check the number of seconds entered and enter a valid value when the prompt re-appears. |
VALID VALUES |
The Ethernet time-out or retry time is not valid. Check the number of seconds entered and enter a valid value when the prompt re-appears. |
VALID VALUES |
This message is displayed if the preset Tip percentage is not in the right range. Enter a valid value. |
No points were awarded for the Air Miles Rewards transaction. The READY screen appears after 3 seconds. Check the values that were entered at the ENTER AMOUNT, ENTER QUANTITY and the BONUS OFFER selected. They may not qualify the transaction for points OR may have been entered incorrectly. |