Specifications

10. Troubleshooting
Moneris Vx810 Duet Operating Manual v1.1.01 117
10.5. Ernex Error Messages on the Vx810 Duet Terminal
A message will appear on the display if an error occurs in the GIFT & LOYALTY application. In the
table below, find the error message that appears on the terminal and try the solution. If the error message
re-appears, contact the Moneris Merchant Service Centre
for assistance.
Additional error messages can be found in Error Messages on the Vx810Duet Terminal
.
ERROR MESSAGE PROBLEM & SOLUTION
811 SYSTEM ERROR
PLEASE TRY LATER
The connection with the host was lost during the transaction processing and
the transaction was not completed.
Call the Moneris Merchant Service Centre.
Batch Balance – NO If this message is printed on the batch summary report during an Ernex Batch
Close, contact the Moneris Merchant Service Centre the next business day for
reconciliation assistance.
CARD NOT IN BIN RANGE The card type you swiped cannot be used for that transaction type.
OR
Your merchant account is not set up to accept the card type that was swiped.
Request another form of payment.
CARD READ ERROR 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 request another form of payment.
ERROR IN PRINTING Open the printer, check that there is a paper roll and that the roll is loaded
properly then close the printer.
NO MATCH FOUND The information you have used to find a transaction in memory can not be
found.
Check the information and try again
NOT A LOYALTY CARD The card swiped (or card number entered) during a Redemption transaction is
not a loyalty card.
Check the card and try again.
10.6. Solving Hardware Problems
If terminal does not display an error message but is not functioning correctly, review this list of hardware
problems to find suggested solutions.
HARDWARE PROBLEM SOLUTION
Communication problems are
happening intermittently.
Contact the Moneris Merchant Service Centre for assistance.
Chip cards cannot be
processed.
If the card entry prompt is "Swipe Card" and the terminal won’t accept
inserted chip cards (i.e. it beeps and remains at "Swipe Card" when a chip card
is inserted), contact the Moneris Merchant Service Centre for assistance.
Display screen is blank Ensure that the power cable is firmly connected to the power port on the Duet
base and the wall jack.
If the display is still blank, contact the Moneris Merchant Service Centre for
assistance.