Integration Manual

ID TECH VP3350 User Manual
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11. Troubleshooting
The VP3350 is designed to be reliable and easy to troubleshoot. The components that may require
troubleshooting include the power module (if applicable), the reader, and the serial cable.
Symptom
Probable Cause
Remedy
General Issues
4 RED LEDs blink and the
device beeps
Unit has been tampered
Contact IDTECH Support
4 Yellow and RED LEDs blink
and the device beeps
Unit was not activated
Contact IDTECH Support
4 Yellow LEDs are on
LCL-KEK is not loaded or was
erased
Contact IDTECH Support
4 Green LEDs are on
DEK is not loaded or was
erased
Contact IDTECH Support
No communication and all
LEDs off
• Power off
• Battery out of charge
• Host device not connected
• Charge the battery
• Press the device Reset button
• Make sure to enter the correct paring password
Bluetooth paring failed
• Host device running
Android 6.x or earlier
• Mobile does not work in
BLE security mode
• Make sure the host device is running Android 6.x or
later
• Make sure the host device connects to the VP3350
in BLE Mode 1 and Level 4
Reader does not appear to
be powered on after
pressing the power button
(no LEDs are lit)
• Reader not powered on
• Battery out of charge
• Connect the device to PC via a USB cable
• The device could be set to automatically power on
and enter charging mode
• Replace the device with another unit known to work
to verify that the installed USB cable wiring works
correctly
Some cards or fobs read,
but not all
• Possible bad card or fob.
• Unsupported card used.
• Wrong firmware
• Check to see if the card or fob is damaged
• Verify that the correct firmware is loaded on reader;
contact your ID TECH representative
LEDs do not light and the
beeper is not audible when
presenting a card or fob
• Card, fob, or phone not
properly presented
• RF interference
• Unsupported card used
• Wrong firmware
• Present card, fob, or phone closer to the antenna
and ensure it is parallel to the face of the reader
• Verify that the card, fob, or phone is valid and
current
• Verify that metal is not interfering with the antenna
• Test with ViVOcard Contactless Test Card part
number 241-0015-03, Rev A
• Try a different card, fob, or phone
• Check to see if the card, fob, or phone is damaged
• Verify that correct firmware is loaded on reader;
contact your ID TECH representative
• Power cable plug is fully inserted
• Make sure device is not set to Passthrough mode
• Replace the unit
Communication Issues
No data received or data is
garbled
Faulty or incorrect cable
connections.
Check that the cable connection is secure and in the
correct port on the device
Fail to start transaction,
0x0B returned
Device in Passthrough mode
or transaction mode
• Need to exit Passthrough mode
• Need to cancel transaction
Fail to start transaction,
0x60 returned
No terminal data or
application data
Need to load terminal data or application data for
Contact EMV transactions