20
– Troubleshooting
NOTE:
The Global Payments Countertop Duet
– VX820
comes equipped with tamper-evident labels. The
terminal contains no user-serviceable parts. Do
not, under any circumstance, attempt to
disassemble the terminal. For all other services,
contact Global Payments Customer Care.
Blank Display
If the Global Payments Countertop Duet
– VX820 LCD screen is not
readable:
1. Plug in terminal to power supply and check all cable connections.
2. If the problem persists, contact Global Payments Customer Care.
Terminal Does Not Connect to Global Payments
If the terminal does not communicate:
1. Check the Ethernet or telephone line connection
2. Check to make sure the telephone or Internet service is working by
plugging in a working device (i.e. telephone for dial tone, PC for
internet connectivity)
3. Replace the Ethernet or telephone cable that connects the terminal
with a cable you know is working correctly
4. If the problem persists, contact Global Payments Customer Care
for assistance
Printer Does Not Print
If the printer does not work properly:
1. Check all terminal power connections. The internal thermal printer
receives power directly from the Global Payments Countertop Duet
– VX820 terminal.
2. Check to make sure the paper roll cover is properly latched.
3. Open the paper roll cover and install a new roll of printer paper, as
described in the Install Paper Roll section.
4. If the problem persists, contact Global Payments Customer Care.
