T
ROUBLESHOOTING
26
M
X
800 S
ERIES
I
NSTALLATION
G
UIDE
V
E R
I
F
O
N E
C
O
N F
I D
E N
T I
A
L
T E
M
P L
A T
E
R
E V
E
Transaction Fail to
Process
The following are the corrective steps taken if the terminal does not process the
transaction:
There are several possible reasons why the terminal may not be operating
correctly or processing transactions. To check the most likely causes, follow the
steps below.
Step 1:
Check the
magnetic card reader
1
Make sure you are swiping cards correctly with the M
x
800 Series terminal.
The M
x
800 Series terminal reader, the black magnetic stripe on the card
should face down.
2
Perform a test transaction using several different magnetic stripe cards to
ensure the problem is not a defective card.
3
Process a transaction manually using the touch screen instead of the card
reader. If the manual transaction works, the problem may be a defective card
reader. Contact your VeriFone distributor or service provider.
4
If the manual transaction does not work, proceed to Step 3.
Step 2:
Check the
smart card reader
1
Make sure you are inserting the cards correctly with the M
x
800 Series terminal
smart card reader. The chip on the card should face down and inward.
2
Perform a test transaction using several different smart cards to ensure that
the problem is not with the card.
3
Ensure any MSAM cards are correctly inserted and the cardholders are
properly secured.
4
If the problem persists, contact your VeriFone distributor or service provider.
Step 3:
Check the
cable connections
1
Ensure that all cables are correctly connected.
If cables are connected properly:
2
Check that the cable is in working order by connecting a known good cable. If
transactions process with this cable, replace the bad cable.
3
If the problem persists, contact your local VeriFone representative for
assistance.
No Response From
the Stylus
The following are the corrective steps taken if the terminal does not respond to the
stylus inputs:
1
Check the documentation to ensure that the terminal supports stylus.
2
Unplug the stylus that does not respond and connect a known working stylus.
3
If the problem persists, contact your local VeriFone representative for
assistance.
Gap in Captured
Signature
The following are the corrective steps taken if there is a gap in captured signature:
1
Ensure that the stylus is pressed hard during signature capture.