User's Manual

TROUBLESHOOTING GUIDELINES
Transactions Fail To Process
42 OMNI 5XXX INSTALLATION GUIDE
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• Contact your VeriFone distributor or service provider.
• If the manual transaction does not work, proceed to Check Telephone Line.
Check Smart Card Reader
• Perform a test transaction using several different smart cards to ensure the
problem is not a defective card.
• Ensure that the card is inserted correctly and that the card is not removed
prematurely.
• Ensure the MSAM cards are properly inserted in the cardholders and that the
cardholders are properly secured (see Install/Replace MSAM Cards).
• Contact your VeriFone distributor or service provider.
• If the manual transaction does not process, proceed to Check Telephone Line.
Check Telephone Line
• Disconnect the telephone line from the bottom of the Omni 5xxx terminal and
connect it to a working telephone to check for a dial tone. If there is no dial
tone, replace the telephone cable.
• If the problem appears to be with the telephone line, check with the party you
are trying to call to see if their system is operational. If they are not
experiencing difficulties with their line, contact the telephone company and
have your line checked.
• If the telephone line works, contact your local VeriFone representative for
assistance.