MX 800 Series Troubleshooting Guide
MX 800 SERIES TROUBLESHOOTING GUIDE
MX800 Series Troubleshooting Guide Revision 1.3 December 07, 2009 VeriFone®, Inc. 2099 Gateway Place Suite 600 San Jose, CA 95110 Telephone: 408-232-7800 http://www.verifone.com Printed in the United States of America. © 2009 by VeriFone, Inc.
MX 800 SERIES TROUBLESHOOTING GUIDE
CONTENTS C H AP T ER 1 Troubleshooting Display is Blank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Display is Lit But Does Not Respond . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Application Will Not Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Communications Port Does Not Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transaction Fails to Process. . . . . . . . . . . . . . . . .
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CHAPTER 1 Troubleshooting During normal, day-to-day operation of your MX 800 Series terminal, it is possible for minor malfunctions to occur. Following are some examples of possible problems, and steps to resolve them. VeriFone follows stringent quality control standards in the manufacture of MX 800 Series terminals. Each unit that leaves the factory has been rigorously tested to ensure quality and reliable operation.
Step 1: Calibrate the touch screen This procedure does not apply to the MX 830 terminal without touch screen. The MX 800 Series terminal requires a touch screen calibration at the time of installation. The terminal should be powered on and allowed to stabilize at normal operating temperature; usually this takes no longer than 30 minutes, even if the terminal was previously in a cooler or warmer location. The touch screen calibration procedure (below) should then be performed.
CAUTION • If using IBM tailgate power, disconnect the tailgate cable from the register or from the terminal’s multiport cable. • If using power-over-Ethernet, disconnect the Ethernet cable from the terminal’s multiport cable. 2 After 2 seconds or more, reconnect power. 3 The unit should start a complete reboot process, which takes a couple of minutes to complete. A blue VeriFone screen will be displayed during much of the process.
Check the encryption keys 1 Press the SECURITY icon. 2 Press the KEY STATUS icon. 3 Press the right arrow to go to the second diagnostics screen. 4 The first screen will show MK (Master Key) status. • If you are using Master Keys, there should be an indication that one or more are loaded. • If you are not using Master Keys, “No Key” will be displayed for each of the ten Master Key slots.
Transaction Fails to Process The following are the corrective steps to be taken if the terminal does not process the transaction. There are several possible reasons why the terminal may not be operating correctly or processing transactions. To check the most likely causes, follow the steps below. Step 1: Check the magnetic card reader Step 2: Check the smart card reader 1 Make sure that you are swiping cards correctly with the MX 800 Series terminal.
Step 3: Check the cable connections No Response From the Stylus Gap in Captured Signature Detecting Excessive EMI Fields 1 Ensure that all cables are correctly connected. 2 If cables are connected properly, check that the cable is in working order by connecting a known good cable. If transactions process with this cable, replace the defective cable. 3 If the problem persists, contact your local VeriFone representative for assistance.
CHAPTER 2 VeriFone Service and Support Return a Terminal for Service The following procedure describes how to return one or more MX 800 Series terminals for repair or replacement (U.S. customers only). For MX 800 Series terminal problems, contact your local VeriFone representative or service provider. 1 Gather the following information from the printed labels on the bottom of each MX 800 Series terminal to be returned: • Product ID, including the model and part number.
NOTE • Include a telephone number where you can be reached, as well as your fax number or email address. • You will be issued MRA numbers and the fax or email will be returned to you. One MRA number must be issued for each group of MX 800 Series terminals returned to VeriFone. 4 Describe the problem. 5 Provide the shipping address where the repaired or replacement unit must be returned.
INDEX A application does not start 3 restarting 2 B battery test 3 C power-cycling 2 repair 7 replacement 7 service and support 7 touch screen, calibrating 2 transaction failure, troubleshooting 5 troubleshooting transaction failure 5 captured signature, gap in 6 communications parameters 3 communictions port connection 4 D display blank 1 not responding 1 E encryption keys DUKPT 4 Master Key 4 M Merchandise Return Authorization 7 MX800 Series service and support 7 P power-cycling the terminal 2 pro
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MX 800 SERIES TROUBLESHOOTING GUIDE 11
VeriFone, Inc. 2099 Gateway Place, Suite 600 San Jose, CA, 95110 USA Tel: 408-232-7800 www.verifone.
