20
User Manual — Infinea mPOS Plus
Troubleshooting
The following troubleshooting guidelines assist you in the successful installation and configuration of your Infinea mPOS. If
you have issues, verify your unit is turned on and sufficiently charged. After power and battery charge are both confirmed,
review the appropriate sections for troubleshooting options. If problems persist, contact
https://ipcmobile.com/devices.
Issue
Possible Cause
Resolution
General
Blank Display
Infinea mPOS is not powered on by the software
•
Verify power and proper charging
•
Run Test Display to verify there is sufficient screen contrast
Keypad not
responding
Unit not powered on or faulty keypad
•
Verify power and proper charging
•
Run Test Keyboard option to verify keys are recognized when
pressed
•
Attempt the transaction using another device, if available
No connection to
iOS device (Infinea
mPOS version only)
iOS device is not connected to the Infinea mPOS
•
Verify power and proper charging
•
Ensure iOS device is fully inserted with the unit and seated properly
on the Lightning connector
Payments not
accepted
Card cannot be read or unit is in Tampered
State
•
Attempt the transaction with another unit or card
Magnetic Stripe Reader
No data is returned
when card is swiped
Only partial data is
returned when card
is swiped
Incorrect swipe method used
Faulty read head
Magnetic stripe is unreadable
Secured head reader requires decryption of
encrypted data
Unit is in a Tampered State
•
Swipe the card again following the instructions in Read Magnetic
Stripe Cards.
•
Run a test transaction with another magnetic stripe card under the
Test MSR menu option to determine if the card may be defective.
•
Process transaction manually using keypad.
•
Determine if the unit is defective by running another transaction
using another unit
NFC Reader
No data is returned
during reading
Only partial data
is returned during
reading
Card not close enough to receiver/transmitter
Unreadable tag/card
Faulty reader
Software not decoding correctly
Hold the card closer to the label to read the card again
Attempt the transaction with another unit, if available
Cannot read specific
tag/card
Tag/card not compatible
Type not supported
Refer to the Technical Specification section for
details
Verify tag/card type is compatible/supported
Attempt the transaction with another unit, if available
