Alio Pro Card Reader
Troubleshooting
01_CPI_Alio Pro Card Reader_Technician Guide_Troubleshooting_V1.4_EN
Published by CPI
9
3
Troubleshooting
3.1
Hardware
Reported Error
Description / Cause
Actions
Blank Screen
Power for the card reader is
provided by the host system and
may not be supplied or there is a
screen hardware failure.
Check that power is present.
•
Power to the rest of the machine / other displays working
•
Check for flashing LEDs on the Alio Pro card reader
–
near
the card slot.
Do not attempt to open Alio Pro card reader.
This will render the device un-usable.
Replace Alio Pro card reader and return to a CPI Service
Partner.
Self-Diagnostics
On power up the card reader
runs through the ‘Running Self
Diagnostics’ self
-check.
Self-Diagnostic checks:
•
Device Time
•
Payment Engine Status
•
Software Integrity
•
Internet Services Available
The card reader has detected an issue with the Self Diagnostics
checks.
Contact
number and details of the reported error.
No Network Connection
On power up the card reader
runs through the ‘Establishing
Network Connection’ self
-check.
Network connection checks:
•
Internet Services Available
•
AWS
•
F/W Update Server
•
Payment Gateway
Make sure the network cable is inserted correctly into the ETH
port on the back of the card reader.
Make sure the network cable is inserted correctly into the host
network port connection.
Make sure there is no damage to the network cable. Contact the
local IT team if the cable needs replacing.
Contact the local IT team and ask them to check out the network
connections to the host network port connection the Alio Pro
card reader is connecting into.
If all cables and host network connections are OK, then contact
the machine supplier and report the fault.
Cannot Insert Card
The card slot has an object
obstructing inserting a card.
The card slot is located above
the white flashing LEDs.
The credit card should be inserted into the card reader until you
detect a slight click.
Check for objects in the card slot. These may have been driven
further into the card slot by attempts to insert cards and may not
be easily visible.
Do not attempt to open card reader. This will render the device
un-usable.
Replace Alio Pro card reader - and return to a CPI Service
Partner.
Damaged/Cracked Screen
A Damaged screen may still
allow touch sensitive actions to
be completed but may prevent
consumers to see messages.
Do not attempt to open the card reader. This will render the
device un-usable.
Replace card reader - and return to a CPI Service Partner.
Damaged Housing
The card reader may still be able
to perform transactions
Damage to the housing may in
time allow water ingress leading
to failure
Damage to the housing may
allow fraudsters to implement
skimming devices.
Do not attempt to open card reader. This will render the device
un-usable.
Replace card reader - and return to a CPI Service Partner.
