21
Troubleshooting
If you’re unable to resolve the problem after performing the following steps, please contact
the TD Merchant Solutions Help Desk at
1-800-363-1163
.
What problems can I easily resolve?
Problem
Action Required
Bad Communication
1.
There was a communication failure after the transaction
was initiated .
2.
Verify your connections .
3.
Press
Cancel
and try again .
Chip cards cannot be
processed
1.
Try inserting a different card . If this card can be read,
the problem is with the first card .
2.
Use a cleaning card to clean the problem card reader .
Display screen is
blank
1.
Ensure that the power cable is firmly connected to the
power port and the electrical outlet .
Magnetic stripe card
reader won’t read
cards
1.
Try swiping the card more quickly or more slowly or from
the top of the reader towards you .
2.
Request another form of payment . If this card can be
read, the problem is with the first card .
3.
Use a cleaning card to clean the problem card reader .
Printer does not print
1.
Is there is paper in the device? If there is, ensure that
the paper is loaded correctly .
Printer jam
1.
Ensure that the paper feed is clear and that the paper
roll is seated correctly .
2.
Ensure the printer lid is completely closed .
Why isn’t my terminal powering on?
1.
Ensure that the terminal’s power cord is properly inserted into the communication adapter .
2.
Ensure that the communication adapter power cord is properly inserted into an
electrical outlet .
•
Please see our online documentation for more troubleshooting tips at
www.tdmerchantsolutions.com/posresources
.
•
If the issue is not resolved after trying the above, please contact the TD Merchant
Solutions Help Desk at
1-800-363-1163
.
