Moneris TRANSELECT (V2000) Merchant Operating Manual v.1.1
93
CHAPTER 9: Troubleshooting
Listed below are possible messages that may be displayed on the Transe-
lect Terminal. For error messages, possible solutions for specific problems
are provided and should be reviewed prior to calling the Moneris Merchant
Service Centre for assistance (see page v).
Note:
Please have your Moneris Merchant number available before calling
the Merchant Services.
9.1: Error Messages
TERMINAL MESSAGE
RESOLUTION
MONERIS AND TERMINAL
TOTALS DON’T MATCH
•
The totals stored in the Host Computer of Moneris do not match the
totals of your terminal (printed on Close batch transaction).
•
Call the Moneris Merchant Service Centre on the next business day
for assistance (see page v).
BLANK DISPLAY
•
Unplug and re-plug the power cord from the electrical outlet.
•
Try plugging the device into a different electrical outlet.
•
Ensure all power connections are plugged in tightly
•
Call the Moneris Merchant Service Centre for assistance (see
CDLL REBOOT REQUIRED
•
Terminal must be replaced, contact Moneris Solutions, Merchant
Service (see page v).
CHECK PRINTER
•
Check all connections on both the printer and terminal, ensure the
ready light is ON; if not, press the ONLINE button. Ensure the paper
is not jammed.
•
Ensure the printer ribbon is not jammed. Try testing the printer by
holding the line feed button down and powering the printer off/on.
COMM ERROR ###
(### = Numeric)
•
Check all the connections. If your terminal is connected to a regular
“dial” telephone line, ensure there is a dial tone by plugging in a tele-
phone.
•
Ensure there is no other equipment sharing the phone line that could
cause interference with your terminals’ communication (i.e.: modem/
fax/extension).
•
Phone features that may cause communications problems, such as
call waiting, message waiting etc. may have to be removed. Contact
your Communications provider to remove feature(s).
•
Re-try transaction. If problem persists, call the Moneris Merchant
Service Centre for assistance (see page v).
DECLINED
•
Return card to the customer and advise them to contact their Card
Issuer. Accept another form of payment.
DECLINED ADMIN
•
The card swiped through the terminal is not recognized by Moneris’
Host Computer CARD NOT FOUND as a valid POS Administrative
Card, try again. If problem continues, call the Moneris Merchant Ser-
vice Centre for assistance (see page v).
