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.

IMPORTANT: If you are using PUBLIC IP communication, you may need to contact your ISP for assistance before contacting Moneris. Check the Hardware Problem resolution to determine if this is the case.

HARDWARE PROBLEM	SOLUTION
appears in the top right corner of the display	The battery is almost empty. Printing will slow down, and the green backlight will turn off and can not be turned on again until a charged battery is attached to the terminal or the terminal is placed on a base (communications or charge-only). Note: The terminal must remain within range of the communications base to which it is registered, regardless of which base it is placed on for battery purposes. For example, if the terminal is registered to Comms Base 1 but placed on Charge-only Base A because of a low battery then Charge-only Base A must be located within range of Comms Base 1 to allow the terminal to communicate with Comms Base 1.
Battery is not charging.	If the battery is on a terminal, ensure the ~ icon is displayed on the terminal. If it is not, move the terminal or battery on the base until the battery contacts touch the base contacts. If the battery is not on a terminal, ensure the green Power Indicator light on the base is lit. If not, ensure that the power cable is firmly connected to the power port on the base and the wall jack. Gently clean the golden contact under the terminal with a damp cloth. Do not scratch or scrape the surface of the contacts.
Card numbers are not masked properly on the Cardholder copy and/or the Merchant copy of the receipt	Make sure that Merchant Receipt Card Masking is enabled, and Pre-Printing is disabled.
Chip card reader won't read cards	- Try inserting a different card. If this card can be read, the problem is with the first card. Request another form of payment. - If the card reader still won't read cards, contact the Moneris Merchant Service Centre for assistance.
Display screen is blank	The terminal may be in Stand-by Mode. Turn the terminal on by pressing OK. If the READY screen does not appear, check that the battery is properly attached to the handheld terminal. If it is, and the display is still blank, the battery may need to be charged. Place the handheld on a base. If the READY screen appears, the battery needs to be charged. If the display screen is still blank, ensure that the power cable is firmly connected to the power port on the base and the wall jack. If the display is still blank, contact the Moneris Merchant Service Centre for assistance.
Display lighting is too bright or too dark	The contrast setting is too high or too low. Check the contrast setting and increase or decrease it to work with the lighting at the terminal location.
Ethernet communication problems are happening intermittently.	Contact the Moneris Merchant Service Centre for assistance.
The green Power Indicator on base is not on.	Check the power cable on the base and ensure that the power cable is firmly connected to the power port on the base and the wall jack.
Magnetic Stripe Card reader won't read cards.	- Try swiping the card more quickly or more slowly or from the front of the reader towards the back. - Try swiping a different card. If this card can be read, the problem is with the first card. Request another form of payment. - Use a Head Cleaning Card to clean the card reader (a.k.a. the magnetic stripe reader or MSR). Contact the Moneris Merchant Service Centre if you need Head Cleaning Cards. - If the card reader still won't read cards, contact the Moneris Merchant Service Centre for assistance.
No transactions are being processed. Terminal is using Dial.	- Determine whether Call Waiting or Call Answer is activated on the phone line that the terminal is using. - If either one is activated, configure the dial Prefix on the terminal as: *70,, (star, seven, zero, comma, comma). Entering alphabetic characters and punctuation.
Nothing is possible on the terminal after initial communications configuration is completed: not initialization, not transactions	Contact the Moneris Merchant Service Centre for assistance.
Printer Jam	Open the printer and check that: - the paper feed is clear. - the paper roll is seated correctly. Close the printer lid and ensure that it is closed completely. When the problem is fixed, the printer will finish printing the receipt or report that was in progress. If necessary, reprint the transaction. Note: Most debit transactions cannot be performed until the printer problem is fixed. (Credit transactions and some debit chip transactions can be performed manually if necessary.)
"CANCELLED" is printed on an Ernex Close Batch report.	If communications are interrupted during the Ernex Close Batch leaving the Close Batch out of balance, the "CANCELLED” message appears on the terminal screen, "CANCELLED" is printed on the report, and the batch is NOT closed. Contact the Moneris Merchant Service Centre for assistance.
TOTALS NOT AVAILABLE is printed on a Close Batch report.	If a Close Batch transaction is sent to the Ernex Host when there are no transactions at the Host, the report prints only a header, footer, and the text "312 -- TOTALS NOT AVAILABLE."
Zero dollar values on an Ernex Stored Transactions report by batch.	No Ernex transactions have been performed since the last Ernex Stored Transactions report (a.k.a. an Ernex Batch Totals report) was printed.