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.

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

The iwl220_battery-p2_25.jpg icon appears in the top left corner on the READY screen.  

Note: On other screens, the battery_25.jpg icon appears in the top right corner of the display

The battery is almost empty. Printing will slow down, and the green backlight will turn off and can not be turned on again until the terminal is docked on a base (communications or charge-only).

Note: The terminal must remain within range of the communications base to which it is registered, regardless of which base it is placed on for battery purposes. For example, if the terminal is registered to Comms Base 1 but placed on Charge-only Base A because of a low battery then Charge-only Base A must be located within range of Comms Base 1 to allow the terminal to communicate with Comms Base 1.

Battery is not charging

Ensure the iwl220_icon_power_p2.jpgor icon_power.jpg icon is displayed on the terminal.  If the icon is not displayed while the terminal is docked on a base, confirm that the base's power cable is connected to both the base and a working power outlet.  

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
 

 

The contactless logo doesn't appear on printed contactless transaction receipts
 

Enable the Contactless Logo parameter.

Display screen is blank

The terminal may be powered off. Power on the terminal by pressing the key_okay-r.jpg  key.

If it is already powered on, and the display is still blank, the battery may need to be charged. Dock the terminal on a powered base.

If the display screen is still blank, ensure that the power cable is firmly connected to the power port on the base and the wall jack.

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 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_correct-r.jpg 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_okay-r.jpg  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.