Trouble
Shooting
Hardware faults
Device does not start
Ensure that the device is plugged into a dedicated power source;
Check if the power cable connector is plugged in properly.
Device Display Does Not Show Correct/ Readable Info
If the device display does not show correct/readable info, please check all the cable
connections.
Transactions Fail to Process
Check the Magnetic Card Reader:
1. Perform a test transaction using one or more different magnetic stripe cards to ensure that
the problem is not a defective card;
2. Ensure that you are swiping the card properly;
3. Process a transaction manually using the keypad instead of the card reader. If the manual
transaction works, then the problem may be a defective card reader.
Blank Display
If the device display is dark, tap the screen with the stylus or your nger. If the unit was in
screen-saver mode, the screen will turn on when touched;
If the display does not show correct or readable information, then check all the cable
connections.
Keypad Does Not Respond
Check the device display. If it displays the wrong character or nothing at all when you press a
key, follow the steps outlined in Transactions Fail to Process below;
Refer to the user documentation for that application if pressing a function key does not perform
the expected action to ensure you are entering correct data correctly.
Software faults
Check the Smart Card Reader
1. Perform a test transaction using several different smart cards to ensure the problem is not
a defective card.
2. Ensure that the card is inserted correctly.
3. Ensure that the MSAM cards are properly inserted in the slots and are properly secured.
10 Quick reference guide
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