Troubleshooting
Alio Pro Card Reader
10
Published by CPI
01_CPI_Alio Pro Card Reader_Technician Guide_Troubleshooting_V1.4_EN
3.2
System/Software
Reported Error
Description / Cause
Actions
Display is showing “Activate
Device”
The Alio Pro card reader is
delivered in a secure state and
will require activation
–
note that
following the activation process
this will start the billing cycle for
service charges.
Follow the on screen directions to commission the unit
For further support contact
and provide
the device serial number and details of the reported error
Display is showing an Error Code Please refer to the Alio Pro card
reader user guide for details on
Error Codes
For further support contact
and provide
the device serial number and details of the reported error
Message has frozen on the
screen
The Alio Pro card reader
messages may be provided by
the host machine if the
integration has selected this
option.
Contact the system provider (OEM or Operator) and log the
issue.
3.3
Payment Acceptance
Reported Error
Description / Cause
Actions
The magnetic stripe is not
working
Magnetic stripe is not supported
in the UK or Europe on this type of
application.
Please use Contactless or insert credit card for Chip and PIN
transaction.
Card not recognized but mobile
phone payment application is
RFID field intensity.
Active card area is only where the
Contactless logo is shown.
Mobile phone devices have more
powerful Contactless field
strength than a credit card.
Hold the card against the screen (Contactless logo) for three
seconds until an audible
‘beep’ is heard.
Is the card a new issue? Has cardholder performed a Chip and
PIN transaction to activate the Contactless feature?
Have cardholder inserting their card and perform a Chip and
PIN purchase.
Card not recognized
New contactless cards are issued
with the contactless technology
disabled for security reasons.
They require a chip and pin
transaction before the contactless
element is enabled.
Insert the card and perform a Chip and PIN transaction.
Have the cardholder contact their issuing bank and confirm the
card is enabled.
Contactless card declined
Cross border contactless
transactions are not supported by
all card issuers.
Insert the card and perform a chip & pin transaction.
Have the card-holder contact their issuing bank and confirm
contactless is supported.
PIN entered incorrectly
Incorrect PIN.
Select (X) Abort (O) Retry
The Alio Pro card reader uses standard PIN retry security. If
The PIN is entered incorrectly a number of times, the card will
be suspended.
Have the cardholder contact their issuing bank to re-enable
the card.
