Gilbarco Veeder-Root Encore S Enhanced FlexPay EMV CRING Start-Up/Service Manual Download

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Appendix B – Troubleshooting EMV Card Reader

EMV Card Reader Messages

Page B-2 MDE-4771H Encore® S Enhanced FlexPay™ EMV® CRIND® Start-up/Service Manual · November 2019

Figure B-3: Troubleshooting Flowchart for Card Reader Offline

EMV card reader

“Offline” Message

Press

to enter

Setup mode

Is card reader

programmed

correctly?

Is cable

connected

between card

reader and

SPOT?

Swap card readers

from side to side

and Activate as

required

Problem follows

card reader

Replace cable

between card

reader and SPOT

(Original side)

Still a

problem?

Replace card

reader and

Activate

“Offline

message

went away?”

Fix

problem?

Done

Yes

Connect cable and

reboot dispenser

Yes

Program for correct

card reader

Replace SPOT

and Activate

Yes

Done

Note: For more information, refer to MDE-5118 EMV Troubleshooting Guide for Canada.

Summary of Contents for Veeder-Root Encore S Enhanced FlexPay EMV CRING

Page 1: ...Encore S Enhanced FlexPay EMV CRIND Start up Service Manual MDE 4771H...

Page 2: ...Program NTEP NCWM has issued the following CoC CoC Product Model CoC Product Model 02 019 Encore Nxx 02 036 Legacy Jxxx 02 020 Eclipse Exx 02 037 G SITE Printer Epson PA0307 02 025 Meter C Series PA02...

Page 3: ...MV CRIND to Support Esso Speedpass Tags Gilbarco TRIND Option 3 8 TRIND Speedpass Installation Requirements 3 8 Configuring FlexPay EMV CRIND BIOS to Enable TRIND 3 9 4 Service 4 1 Replacing and Activ...

Page 4: ...d FlexPay EMV CRIND Start up Service Manual November 2019 Appendix B Troubleshooting EMV Card Reader B 1 EMV Card Reader Messages B 1 Appendix C Secured Socket Layer SSL Software License C 1 OpenSSL L...

Page 5: ...at must be set during installation The subnet mask for all LAN equipment must be set to 255 255 255 0 Required Tools CRIND Diagnostic Card Q12534 170 is required to install the FlexPay EMV CRIND compo...

Page 6: ...Contactless Module GOLD Gilbarco Online Documentation HCR Hybrid Card Reader HIP Hub Interface PCB LAN Local Area Network LED Light Emitting Diode MOC Major Oil Company NEC National Electrical Code N...

Page 7: ...EMV CRIND Figure 1 1 System Site Configuration Ethernet TCP IP or Two wire Encrypted Links Universal Serial Hub Interface PCB HIP Point of Sale POS CRIND Controller FlexPay EMV CRIND Keypad 5 7 Color...

Page 8: ...Introduction System Site Configuration Overview Page 1 4 MDE 4771H Encore S Enhanced FlexPay EMV CRIND Start up Service Manual November 2019 This page is intentionally left blank...

Page 9: ...tape cones or barricades at the affected unit s A total electrical shut off of the affected unit s Read the Manual Read understand and follow this manual and any other labels or related materials sup...

Page 10: ...the recycling of our products Some products contain electronics batteries or other materials that may require special management practices depending on your location Please refer to your local state...

Page 11: ...cle with Unit Fire at Island Fuel Spill The following actions are recommended regarding these hazards Do not go near a fuel spill or allow anyone else in the area Use station EMERGENCY CUTOFF immediat...

Page 12: ...Page 2 4 MDE 4771H Encore S Enhanced FlexPay EMV CRIND Start up Service Manual November 2019 Important Safety Information This page is intentionally left blank...

Page 13: ...peripheral devices connected to the dispenser As an additional security measure the FlexPay EMV CRIND keypad requires that the Enter key be pressed after any number entry in diagnostic mode only Unlik...

Page 14: ...Configuration Configuring CRIND IDs and CRIND Mode CRIND Diagnostic Mode The CRIND Diagnostic Startup Menu opens Figure 3 2 CRIND Diagnostic Startup Menu 2 Press 1 Enter The Main Menu opens Figure 3...

Page 15: ...to save the configured value and exit Note To configure a two digit CRIND ID you must press Enter after entering each digit of the CRIND ID For example to enter 12 as the CRIND ID the key entries wil...

Page 16: ...first powers up The right most six digits of the PPN is the password for the Service Menu Note Gilbarco recommends that Authorized Service Contractor ASC note down the PPN for future reference The PP...

Page 17: ...igure 3 9 Service Menu 3 Enter the right most six digits of the PPN and press ENTER OK The Main Menu opens Figure 3 10 Service Menu Main Menu 4 Press 1 to enter the Setup Menu Press 1 to configure the...

Page 18: ...ance press 2 to Set Contactless Card Reader to PANASONIC if not already set to PANASONIC if the contactless card reader connects to the Tribrid Card Reader TCR Set Contactless Card Reader to OTI if no...

Page 19: ...ble the Printer Port press 2 to set USB for using Ethernet between the POS and dispenser for communication set COM3 for using two wire between the POS and dispenser for communication To enable the Con...

Page 20: ...TRIND Option TRIND Speedpass Installation Requirements FlexPay EMV CRIND Basic Input Output System BIOS V20 0 30 or higher and G SITE V59 0 34 are required for operation in the Esso Speedpassenvironme...

Page 21: ...e BIOS can poll the dispenser If the unit is hung while starting the application ensure that the cable between the dispenser and FlexPay EMV CRIND Hub Printed Circuit Board Assembly PCBA M07895 is con...

Page 22: ...ation Page 3 10 MDE 4771H Encore S Enhanced FlexPay EMV CRIND Start up Service Manual November 2019 Configuring FlexPay EMV CRIND to Support Esso Speedpass Tags Gilbarco TRIND Option This page is inte...

Page 23: ...ing to the system controller Units that are not activated will automatically power up with a GREEN screen A menu option is also available briefly at power up which allows the system to be Activated Th...

Page 24: ...the activation proceed as follows 1 Power up the FlexPay EMV CRIND The PPN is displayed on the screen Note the eight digit serial number when the unit first powers up The right most six digits of the...

Page 25: ...logo and software package versions is displayed momentarily Figure 4 3 Software Packages Screen 1 enter setup appears at start up and also when the FlexPay EMV CRIND requires activation 3 Press 1 The...

Page 26: ...Press 2 to enter the Security Setup Menu This menu is used to activate security mounting sensors The FlexPay EMV CRIND software modules are not activated and system communications are not possible un...

Page 27: ...ess OK After you enter the password correctly the system will show the sensors status and three options Option Description 1 UNIT ACTIVATION to activate the unit OK SAVE CHANGES AND EXIT CANCEL UNDO A...

Page 28: ...y EMV CRIND main processor detects a module whose sensor has disengaged it will automatically enter the Service Menu GREEN screen For a description of the various diagnostics screens refer to Appendix...

Page 29: ...vanced Mode Service 2 Click Properties on the General tab The Local Area Connection Properties window opens Figure 4 11 Local Area Connection Properties Window 3 Select Internet Protocol TCP IP on the...

Page 30: ...ange to V61 0 XX Loading Resources and Software into FlexPay EMV CRIND The FlexPay Maintenance Tool Basic will automatically handle loading software resources and moving from stored to current version...

Page 31: ...he current versions is displayed Note If the laptop does not connect to the CRIND device verify that the IP addresses are configured correctly and cables are connected properly Figure 4 14 FlexPay Mai...

Page 32: ...k box as default to select all the logs The complete list of logs will be retrieved for current day and history Managing Resources Note The FlexPay Maintenance Tool Basic will automatically load resou...

Page 33: ...rminated Status OK is displayed 3 To load the software select the Update tab Select the downloading version based on the FlexPay EMV CRIND PPN and then a Select V50 0 xxP 00 from the list of options b...

Page 34: ...nual November 2019 4 To activate the software and resources select the Actual State tab and click Enable Figure 4 19 Activating Software and Resources A yellow Software Update screen opens on the Flex...

Page 35: ...and a screen shown in Figure 4 21 opens the software did not pass the internal check and must be replaced This problem is commonly seen if the FlexPay EMV CRIND is powered off in the middle of the ye...

Page 36: ...Serial Interface PCB SIP Board M07793A001 and other components When the red alarm LED is active the FlexPay EMV CRIND display must be replaced However if the red alarm LED is not active it is possible...

Page 37: ...new SIP board must be used the fuse cannot be replaced Figure 4 23 SIP Board Fuse located at the rear of the SIP Board M07793A001 These LEDs indicate communication status between the SIP and the foll...

Page 38: ...s communicating with the FlexPay EMV CRIND unit and other components If the red alarm LED is active solid it indicates that the unit is defective and must be replaced Note The message KEYBOARD ERROR o...

Page 39: ...hoot this problem verify that 1 The FlexPay card reader is properly mounted if recently dismounted or replaced 2 The FlexPay card reader cable is connected to the CRIND unit 3 The correct card reader...

Page 40: ...s proceed as follows 1 Verify if the printer USB cable is connected to the rear of the FlexPay EMV CRIND unit Figure 4 28 Printer USB Cable Connection Printer USB Cable 2 Verify if the correct printer...

Page 41: ...e POS is reversed When installing the FlexPay EMV CRIND in an existing site equipped with Bulloch POS the POS must be reprogrammed to identify both side 1 and side 2 as side 1 If this change is not ma...

Page 42: ...properly as shown in Figure 3 14 on page 3 8 b Check the TRIND gateway to ensure that the address jumpers for side 1 and side 2 match the CRIND IDs programmed in CRIND diagnostics 2 Check the status...

Page 43: ...ire cable must be connected to P403 on the M07895 and the pump two wire port P1109 on the Sandpiper PCN board When connected and addressed properly the 2W Rev RED LED on the PCN board must not be soli...

Page 44: ...Service Troubleshooting Tamper Error Page 4 22 MDE 4771H Encore S Enhanced FlexPay EMV CRIND Start up Service Manual November 2019 This page is intentionally left blank...

Page 45: ...the following diagnostic screens opens on the FlexPay EMV CRIND display Yellow Screen This indicates that the system has found an active package in its memory and has started to install it A progress...

Page 46: ...s that the system has been activated is running correctly and is waiting for a master device connection Figure A 3 Blue Screen Green Screen This indicates that the system is running but has not been a...

Page 47: ...V Card Reader EMV Card Reader Messages When the card reader is operating properly the start up screen on the EMV card reader opens as shown in Figure B 1 Figure B 1 Start up Screen Verify if the cable...

Page 48: ...Is cable connected between card reader and SPOT Swap card readers from side to side and Activate as required Problem follows card reader Replace cable between card reader and SPOT Original side Still...

Page 49: ...3 EMV Card Reader Messages Appendix B Troubleshooting EMV Card Reader Reseat the dismounted sensor see Figure B 5 on page B 4 if the Reader Dismounted screen opens Note Ensure that the sensor is very...

Page 50: ...smounted Is there a washer or shim behind the security switch Tighten WKH VFUHZV IRU WKH 6327 GLVSOD Install dispenser and reader Warmstart dispenser Did screen change to activate Call Gilbarco at 1 8...

Page 51: ...S SPOT display shows Reader Dismounted Are card reader screws tight Remove card reader change gasket inspect bosses Are there any broken or worn out bosses no threads Use Boss Repair Kit Replace card...

Page 52: ...4771H Encore S Enhanced FlexPay EMV CRIND Start up Service Manual November 2019 Replace the card reader see Figure B 8 if the Reader Tampered screen opens Figure B 7 Reader Tampered Screen Figure B 8...

Page 53: ...eader Replace the card reader see Figure B 10 if the Bad Card Reader CERT screen opens Note This screen opens when the keys in the card reader are erased or incorrect lab unit is used for production o...

Page 54: ...Appendix B Troubleshooting EMV Card Reader EMV Card Reader Messages Page B 8 MDE 4771H Encore S Enhanced FlexPay EMV CRIND Start up Service Manual November 2019 This page is intentionally left blank...

Page 55: ...or written permission For written permission please contact openssl core openssl org 5 Products derived from this software may not be called OpenSSL nor may OpenSSL appear in their names without prior...

Page 56: ...must reproduce the above copyright notice this list of conditions and the following disclaimer in the documentation and or other materials provided with the distribution 3 All advertising materials me...

Page 57: ...4 20 Local Area Connection Status 4 6 M M06143 4 20 M07793 4 20 M07793A001 4 14 4 15 M07895 3 9 4 21 M07895A001 4 19 Main Menu 3 2 3 9 MOC 3 3 multimeter 4 14 O OPT 4 21 OTI 3 6 Out of Service 4 2 P...

Page 58: ...marks of the National Fire Protection Association Panasonic is a registered trademark of Matsushita Electric Industrial Company Sandpiper is a trademark of Sandpiper Data Systems Speedpass is a tradem...

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