Hardware Problems

If the terminal does not display an error message but is not functioning correctly, review this list of hardware problems to find suggested solutions.

If the terminal is set up as a semi-integrated device to work with your ECR, refer also to the "Hardware Problems in Semi-Integrated Mode" section, which includes problems specific to using the terminal in Semi-Integrated mode.

IMPORTANT: If you are using PUBLIC IP communication, you may need to contact your ISP for assistance before contacting Moneris. Check the Hardware Problem resolution to determine if this is the case.

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.
The "TAP CARD" text doesn’t display as part of the card entry prompt	To enable contactless functionality on your terminal (or external PINpad if attached), contact the Moneris Merchant Service Centre for assistance.
The contactless logo doesn't appear on printed contactless transaction receipts	Enable the Contactless Logo parameter.
Display screen is blank	Check that the power cable is: - firmly connected to the magic box. - 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.
Ethernet communication problems are occurring 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.
You need to advance receipt paper from the printer.	While the terminal is powered on, press and hold down the key until the paper advances to the desired length. Note: If the lid is closed, DO NOT attempt to manually pull the paper from the printer as this will damage the printer.
Printer Jam	Note: If the lid is closed, DO NOT attempt to manually pull the paper from the printer as this will damage the printer. 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 a gift/loyalty Close Batch report.	If communications are interrupted during the gift/loyalty 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.
The gift card expiry date does not get printed on the transaction receipt even though the card has an expiry rule.	Your gift program is not configured to allow for the printing of the gift card's expiry date on transaction receipts.
Points balance is negative	A negative points balance is possible if you have chosen this option for your loyalty program setup.
One Reward coupon prints although the loyalty card has reached the Reward Threshold Level multiple times.	For Automatic Redemption, a cardholder may redeem only one Reward Coupon per transaction (a Reward is equal to the Reward Threshold Level). Inform the cardholder that he/she can receive the remaining Reward Coupons during subsequent transactions with the same card.
Terminal does not respond when a $ amount is entered and the key is pressed.	You have attempted to enter $0.00 as the loyalty card total transaction or benefit amount. Re-enter the correct amount.
TOTALS NOT AVAILABLE is printed on a Close Batch report.	If a Close Batch transaction is sent to the Moneris/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 a gift/loyalty Stored Transactions report by batch .	No Ernex transactions have been performed since the last gift/loyalty Stored Transactions report ( a.k.a. a gift/loyalty Batch Totals report) was printed.