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 can not 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.

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.

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.

Leftmost LED on the contactless reader is not lit up.

Check that the contactless reader module is securely connected to the terminal or to the top of the Vx810 PINpad.

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:  Debit transactions cannot be performed until the printer problem is fixed. Credit transactions can be performed manually if necessary.