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Alio Pro Card Reader

Troubleshooting

01_CPI_Alio Pro Card Reader_Technician Guide_Troubleshooting_V1.4_EN

Published by CPI

3.4

Charges and Pricing

Reported Error

Description/Cause

Actions

Consumer charged for more

items / a higher price than

received.

Product delivery and product prices

are controlled by the system

provider (OEM or Operator).

Check product delivered is what was selected.

Verify pricing for the selected product.

Contact the system provider (OEM or Operator).

The consumer should provide details of the transaction (Date /

Time First 6 and last 4 digits of the card and price charged to

their account and the details of the products received/taken)

for the merchant to verify against the host transaction log and

Webmis portal.

Product not received but still

been charged

(Credit card payment)

Product delivery and product prices

are controlled by the system

provider (OEM or Operator)

Contact the system provider (OEM or Operator).

The consumer should provide details of the transaction (Date /

Time First 6 and last 4 digits of the card and price charged to
their account and the details of the products received/taken)

for the merchant to verify against the host transaction log and

Webmis portal.

Product not received but still

been charged

(Mobile phone payment)

Product delivery and product prices

are controlled by system provider

(OEM or Operator)

Mobile phone payment apps can take some time to reflect the

cancelled payment requested.

Contact the system provider (OEM or Operator).

The consumer should provide details of the transaction (Date /

Time First 6 and last 4 digits of the card and price charged to

their account and the details of the products received/taken)

for the merchant to verify against the host transaction log and

Webmis portal.

All Transactions Declined

MID Account may have incorrect

settings / Issues within the banking

network.

Contact

[email protected]

providing details of the

device location, Device ID and Merchant ID

3.5

Contact Crane Payment Innovations

Department

Email

Technical Support

[email protected]

Cashless Processing

[email protected]

Orders and Billings

[email protected]

Содержание ALIO Pro

Страница 1: ...Technician guide troubleshooting ALIO Pro Card Reader V1 4 EN ...

Страница 2: ... Alio Pro card reader has been built in accordance with state of the art standards and the recognized safety directives However please observe the following safety instructions LASERSAFETY CONSIDERATION The Alio Pro card reader contains a laser emitter and corresponding drive circuitry The laser output is designed to remain within Class 1 laser safety limits under all reasonably foreseeable condit...

Страница 3: ...chnician Guide for Troubleshooting 4 1 1 General Information 4 2 Architecture and Process Flow 5 2 1 Payment Process Flow 5 2 2 Visual Checks 7 2 3 Self Diagnostics 7 2 4 Connection Test 8 3 Troubleshooting 9 3 1 Hardware 9 3 2 System Software 10 3 3 Payment Acceptance 10 3 4 Charges and Pricing 11 3 5 Contact Crane Payment Innovations 11 4 Version History 12 ...

Страница 4: ...e and how the integration is implemented Customer sites or merchants should not attempt to perform diagnostics themselves and should contact their system provider OEM or Operator for any concerns of failures The Alio Pro card reader is a PCI certified device there must be no attempt to open or modify the device Any attempt to open or modify the Alio Pro card reader may render the device unusable d...

Страница 5: ...d for payment The method of payment is determined by the customer the requirement for the PIN entry is determined by the card issuer The card issuer may request the PIN entry on a contactless transaction if the transaction value is high enough The decision from the issuing bank will be either Approved funds available or Declined various possible reasons not detailed Approved will initiate the issu...

Страница 6: ...uing bank will be either Approved funds available or Declined various possible reasons not detailed Once the host completes the transaction process and commits the single or total transaction of 0 99 this is then re submitted to the Alio Pro card reader to confirm with the issuing bank On Commit the pre authorized value of 10 00 is replaced by the committed value of 0 99 with the funds cleared to ...

Страница 7: ... If the password code does not work contact support cranepi com and provide the device serial number and details of the reported error The serial number S N can be found on the label below the Service button Self Diagnostics Tests available Test the Insert Card contact Test the Contactless RFID Test the Touch Screen Test the Internal Buzzer Test the function LEDs Test the Mag Stripe region depende...

Страница 8: ... Note This password code and functionality may be subject to change in future software releases Press the Home Icon and then Diagnostics Icon followed by the Connection Test Icon The Alio Pro card reader will now run a Network Connection Check Connection Test Pass Connection Test Fail Check LAN cable for damage Check LAN fully plugged into the ETH socket on Alio Pro card reader Check LAN fully plu...

Страница 9: ...ted 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...

Страница 10: ...ontactless or insert credit card for Chip and PIN transaction Card not recognized but mobile phone payment application is RFID field intensity Active card area is only where the Contactless logo is shown Mobile phone devices have more powerful Contactless field strength than a credit card Hold the card against the screen Contactless logo for three seconds until an audible beep is heard Is the card...

Страница 11: ...e transaction Date Time First 6 and last 4 digits of the card and price charged to their account and the details of the products received taken for the merchant to verify against the host transaction log and Webmis portal Product not received but still been charged Mobile phone payment Product delivery and product prices are controlled by system provider OEM or Operator Mobile phone payment apps c...

Страница 12: ...e_Troubleshooting_V1 4_EN 4 Version History Rev Change Chapters Concerned Date V 1 0 First release February 21 2020 V1 1 General review All June 22 2020 V1 2 Troubleshooting 6 2 September 28 2020 V1 3 First call screenshots 5 2 November 8 2021 V1 4 Visual Checks and Touch keys 2 2 and 2 3 July 21 2022 ...

Страница 13: ..._______________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ________________________________________________________________________________...

Страница 14: ..._______________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ________________________________________________________________________________...

Страница 15: ...ly product availability Information in this document may change without notice Disclaimer CPI does not accept liability for any errors or omissions contained within this document CPI shall not incur any penalties arising out of the adherence to interpretation of or reliance on this standard CPI will provide support for this product in accordance with the standard warranty of CPI subject to any mod...

Страница 16: ...CONTACT US Crane Payment Innovations Corporate HQ 3222 Phoenixville Pike Suite 200 Malvern PA 19355 USA support cranepi com CPI support ...

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