Troubleshooting guide

MX 800 SERIES TROUBLESHOOTING GUIDE 3
• 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.
4 If 5 minutes pass and the blue screen remains and nothing has changed,
power cycle the terminal again to restart the boot process.
5 If the application does not restart, see the section Application Will Not Start.
6 If the application boots properly but does not communicate with the register,
check the communication parameters on the register and on the terminal. If
the terminal is running via USB and the “MX Gadget” USB drivers are being
used instead of the new “MX Family” drivers, it may be necessary to reboot
the register to resynchronize the register’s USB drivers.
If the problem persists, contact your local VeriFone representative or service
provider for assistance.
Application Will
Not Start
If the application does not start (the System Mode screen displays after power
up), do one of the following:
• If an application has not been loaded into the MX 800 Series terminal, refer to
the MX 800 Family Reference Manual (P/N 23754) for instructions for
downloading the application.
• If this condition occurs on a terminal that previously had been running an
application but will not restart the application, perform the following
diagnostics.
Check internal
battery status
1 Press the DIAGNOSTICS icon.
2 Press the Manual Diags button.
3 Press the right arrow to go to the second diagnostics screen.
4 Press the battery icon.
5 The screen will indicate whether the battery test passes or fails.
• If it fails, send the MX 800 Series terminal in for repair.
• If it passes, check the encryption keys.
CAUTION
Never press the reset button while the blue VeriFone screen is present. If the
screen says “Loading, please wait . . ., then wait.