Troubleshooting and Maintenance
10
Symptom
Possible Cause
Probable Cause and Remedy
Communication to POS/ECR
No data is received, or
data is garbled.
• Faulty or incorrect cable
connections.
• Unsupported card used.
• Contactless application
is not installed on
terminal (for serial
connections only).
• Magstripe card not swiped
correctly.
• Magstripe card not level
during card swipe.
• The POS application is not
using the correct
communications parameters.
• Check that the cable connection is
secure and in the correct port on the
POS/ECR.
• Check that the POS/ECR has the
correct software application to accept
data from the contactless reader (may
need assistance from the POS vendor).
• Try a different card/fob/phone or
magstripe card if testing the
magstripe reader.
• If testing with the magstripe card, try
turning the card around; make sure
that the card is level during the card
swipe.
• Contact the payment processor
for an application upgrade.
• Check that the cable is correctly
attached to the back of the ViVOpay
VP8800
• Check the POS application.
Onboard Diagnostics
Onboard diagnostics (OBD) are available to test the following components of the
ViVOpay VP8800.
Test
Possible Results
LCD Test
Pass/Fail
TouchScreen Test
Pass/Fail
Keypad Test
Pass/Fail 1234567890<cancel><backspace><enter>* #
LEDs Test
Pass/Fail virtual leds MSR ICC Keypad backlight
Tone Test
Pass/Fail
Magstripe Test
Pass Tracks 1 or 2 or 3/Fail
RFID Test
Pass Type A or B/Fail
ICC Test
Pass T = 0 or T = 1/Fail
Ethernet Test
Pass/Fail
SAMs Test
Pass SAM1 SAM2 SAM3/Fail
Accessing the Onboard Diagnostic Tests
To enter the onboard diagnostics
1. Power off the ViVOpay VP8800 by removing the power supply from the power receptacle.
2. Plug the power supply back into the power receptacle.
