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.

HARDWARE PROBLEM	SOLUTION
and icons appear on the display screen (in the information header)	If these icons appear, it means the terminal is not presently connected to a 3G wireless network. Please note that this network disconnect may occur periodically; however, you may still process transactions as normal. The connection will automatically be re-established once the terminal attempts to communicate with the Moneris Host, i.e., during a transaction. (When the connection has been re-established, these icons will be coloured green (see 3G Connection Status).
icon appears in the top right corner of the display screen (in the information header)	The battery is almost empty. Printing will slow down. (The terminal may not be able to print receipts for financial transactions.) The terminal must be charged by docking it on the charge-only base or by connecting it directly to a power source via the direct-to-terminal charge cable.
icon appears in the top right corner of the display screen (in the information header)	The battery is empty. The terminal will shut down and cannot be powered again until it is docked on the charge-only base or connected directly to the power source via the direct-to-terminal charge cable.
Battery is not charging	Ensure the icon is displayed on the terminal (the charge level may be different than what is pictured here). If the icon is not displayed while the terminal is docked on a base or while connected to a direct-to-terminal charge cable, confirm that the base's power cable is connected to both the base and a working power outlet. If the direct-to-terminal charge cable is used, ensure that it is connected securely to both the terminal's micro-USB port 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 wireless signal strength bars do not display, or only the red bar is displayed.	Move to an area where the signal strength is stronger (e.g., two or more signal strength bars should display before you attempt to process transactions).
The "TAP CARD" text doesn’t display as part of the card entry prompt	To enable contactless functionality on your terminal , 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	The terminal may be powered off. Power on the terminal by pressing the 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.
3G 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.
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.