Copyright © 2010-2013, International Technologies & Systems Corp. All rights reserved.
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3.0
Troubleshooting and Maintenance
3.1
Troubleshooting
The ViVOpay VEND III readers are reliable and easy to troubleshoot. The components that may require
troubleshooting include the power supply, the reader, and the data cable.
Symptom
Possible Cause
Remedy
General Issues
Reader does not appear to be
•
Reader not powered on.
• Check cable connections.
powered on—no LEDs lit, no
• Incorrect power supply used.
• Verify that power is on and correct voltage and
LCD display.
current are present.
• Replace the power supply.
• Verify that power cable plug is fully inserted.
• Replace the reader.
Reading Cards/Fobs/Phones
LEDs do not light and beeper is
•
Card/fob/phone not properly
• Present card/fob/phone closer to the reader
presented.
and ensure it’s parallel to the reader’s display.
not audible when
card/fob/phone is presented.
•
Metal or RF interference.
• Verify that the card/fob/phone is valid/current.
• Firmware issue (contact our local
y
• Test with “ViVOcard Contactless Test Card”
support representative).
part number 241-0015-03.
• Reader not powered on or incorrect
• Try a different card/fob/phone.
voltage.
• Verify th
ear any large metal
at the unit is not n
• Incorrect power supply used.
objects.
•
Unsupported card/fob/phone used.
• Verify that correct firmware is loaded (local
support representative only).
• Verify that power is on and correct voltage and
current are present.
• Verify that power cable plug is fully inserted.
• Replace the reader.
Some cards/fobs/phones read,
•
Wrong firmware (contac your local
t
• Verify that correct firmware is loaded on
support representative).
reader (local support representative only).
but not all.
•
Possible bad card/fob/phone.
• Check to see if card/fob/phone is damaged.
•
Unsupported card used.
• Try a different card/fob/phone.
Communication to POS/ECR
No data is received, or data is
•
Faulty or incorrect cable connections.
• Check that the cable connection is secure and
in the correct port on the POS/ECR.
garbled.
•
Unsupported card used.
• Check that the POS/ECR has the correct
•
Contactless application is not
software application to accept data from the
installed on terminal (for serial
contactless reader (may need assistance from
connections only).
the POS vendor).
•
Magstripe card not swiped correctly.
• Try a different card/fob/phone or magstripe
•
Magstripe card not level during card
card if testing the magstripe reader.
swipe.
• If testing with the magstripe card, try turning
•
The POS application is not using the
the card around; make sure that the card is
correct communications parameters.
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 VEND III.
• Check the POS application.
