Specifications

10. Troubleshooting
Moneris Vx810 Duet Operating Manual v1.1.01 115
ERROR MESSAGE PROBLEM & SOLUTION
OUT OF RANGE The Cashback amount requested exceeds the maximum Cashback value set on
the terminal.
Ask the cardholder to key in an amount lower than the maximum amount when
the "Cash: " prompt re-appears.
If this error message appears on a regular basis, consider increasing the
cashback limit set on the terminal.
OR
If this message appears while the terminal is in Demo Mode, ensure the
amount of the transaction plus Cashback is $1.00 or less, and the tip is $1.00 or
less.
PAPER OUT A problem has been detected with the printer.
Open the printer and check that:
- there is paper in the printer
- the paper feed is clear.
- the paper roll is seated correctly.
Close the printer lid and ensure that it is closed completely.
If the problem is fixed:
The printer will finish printing the receipt or report that was in progress and
complete the transaction.
If the problem is not fixed:
Press OK. The terminal will complete the transaction. Fix the problem then
reprint the transaction.
Note: Transactions should not be performed until the printer problem is fixed.
PHONE NUM FLDS EMPTY The terminal has attempted to dial out but the phone number parameters are
empty. If this message occurs during:
- a financial transaction, call the Moneris Merchant Service Centre for
assistance.
- a Batch Close transaction, perform a Re-initialization then try the transaction
again.
PRINTER ERR Open the printer, check that there is a paper roll and that the roll is loaded
properly then close the printer.
READ CARD ERR There is a problem with the magnetic stripe on the card that was swiped.
Try swiping the card again, this time more slowly or quickly, or from front of
the terminal to the back.
If the message reappears:
- for credit card with stripe – key in the card number.
- for credit card with chip – swipe the card
- for debit card with stripe or chip – request another form of payment.
RECORD NOT FOUND The information you have used to find a transaction in memory can not be
found.
Check the information and try again.
REFUND LIMIT EXCEEDED The total value of refunds performed today is greater than your daily refund
limit.
Call the Moneris Merchant Service Centre for a temporary increase. Please
have the original purchase receipt available for reference.