User's Manual

Troubleshooting and Maintenance
10
Symptom
Possible Cause
Probable Cause and Remedy
Communication to POS/ECR
No data is received, or data is
garbled.
• Faulty or incorrect cable connections.
• Unsupported card used.
• Contactless application is not
installed on terminal (for serial
connections only).
• Magstripe card not swiped correctly.
• Magstripe card not level during card
swipe.
• The POS application is not using the
correct communications parameters.
• Check that the cable connection is secure and
in the correct port on the POS/ECR.
• Check that the POS/ECR has the correct
software application to accept data from the
contactless reader (may need assistance from
the POS vendor).
• Try a different card/fob/phone or magstripe
card if testing the magstripe reader.
• If testing with the magstripe card, try turning
the card around; make sure that the card is
level during the card swipe.
• Contact the payment processor for an
application upgrade.
• Check that the cable is correctly attached to
the back of the ViVOpay PISCES
• Check the POS application.
Onboard Diagnostics
Onboard diagnostics (OBD) tests the following components of the ViVOpay
PISCES. Is there a smart card test?
Test
Possible Results
LCD Test
Pass/Fail
TouchScreen Test
Pass/Fail
Keypad Test
Pass/Fail 1234567890<cancel><backspace><enter>* #
LEDs Test
Pass/Fail virtual leds MSR ICC Keypad backlight
Tone Test
Pass/Fail
Magstripe Test
Pass Tracks 1 or 2 or 3/Fail
RFID Test
Pass Type A or B/Fail
ICC Test
Pass T = 0 or T = 1/Fail
Ethernet Test
Pass/Fail
SAMs Test
Pass SAM1 SAM2 SAM3/Fail
Accessing the OBD Tests
To enter the onboard diagnostics
1. Power off the ViVOpay PISCES by removing the power supply from the power receptacle.
2. Plug the power supply back into the power receptacle.