VeriFone Incident 525, Frequently Asked Questions Manual

Page: 1 / 6

V1 6.4.19
88 W Plumeria Dr. | San Jose, CA 95134 | www.verifone.com
1
Frequently Asked Questions: Incident 525
Table of Contents
1. What is Incident 525?
2. How do I know if I am affected?
3. Which devices are affected?
4. Where do I go for help?
5. Support Portals and Login Details
6. How do I know who my processor is?
7. The directions say, “Enter system password,” but I don’t know my password
8. I am trying to follow the instructions, but my password times out on the VX 805 or VX 820.
9. I am trying to follow the instructions, but my password times out on my touch screen terminal.
10. Will the VX or e Series terminals listed just stop working on June 25
th
, 2019 or will they fail only if
they go through a power cycle similar to the May 25
th
incident?
11. What happens if update is not done by June 25th?
12. I applied *DHEAP, do I still need to do anything prior to June 25
th
, 2019?
13. Will I need to take further action after I apply this utility?
14. I got this email this morning and when I proceeded with it, in the end it gives me run failed. What
next?
15. I am trying to do this however after selecting TCP I am receiving an error. What now?
16. The instructions have no mention for Dial-Up terminals.
17. The instructions for checking the CommServer version are not working.
18. What are helpdesk hours?
19. How long is your helpdesk wait time?
IMPORTANT NOTICE Verifone and the Verifone logo are registered trademarks of Verifone. Other brand
names or trademarks associated with Verifone products and services are trademarks of VeriFone, Inc. All
other brand names and trademarks appearing in this manual are the property of their respective
holders.
NO WARRANTY No warranty although Verifone has attempted to ensure the accuracy of the contents of
this manual. This manual may contain errors or omissions. This manual is supplied “as - is,” without
warranty of any kind, either expressed or implied, including the implied warranties of merchantability
and fitness for a particular purpose.
LIMITED LIABILITY Limited Liability in no event shall Verifone be liable for any indirect, special,
incidental, or consequential damages including damages for loss of business, profits, or the like, even if
Verifone or its representatives have been advised of the possibility of such damages.
FREQUENTELY ASKED QUESTIONS