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Hypercom ICE 5500 User's Manual

1. T Step by Step To delete the current software application at the terminal boot level Step Action Terminal response 1 Access the boot level of the terminal See Accessing the Terminal Boot Level on page 1 9 for the procedures PLEASE INITIALIZE OR CALL HELP FE oF WN FP RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD 2 Press 3 on the terminal keyboard CLEAR PAGE MEMORY 5 CANCEL NO YES 3 Touch YES on the terminal display or press ENTER on the terminal keyboard to confirm The terminal performs a self test Note PE stands for Program Error indicating the application software was cleared and that you are in the boot level PLEASE INITIALIZE OR CALL HELP PE oF WN Ho RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD The current software application is removed from the terminal memory 940331 002 rev A Hypercom Corporation Chapter 1 Configuring a Terminal for an Application Download Configure a terminal for a software application download by first performing the Merchant Programming option 1 function Then enter the terminal ID number initialization telephone number and NMS telephone number Step by Step To configure a terminal for an application download Step Action
2. ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Initializing a Terminal for a Parameter Download To receive a parameter download the terminal must have a unique terminal ID This ID is also known as the terminal profile In this procedure the terminal dials the initialization INIT telephone number located in Merchant Programming option 1 Screen 1 Perform the following steps to update the INIT parameters if the terminal displays the Idle prompt NOTE Use these steps when terminal is already loaded with an application Step by Step To initialize a terminal for a parameter download for screen 1 Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen Reports Terminal touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Terminal on the terminal display TERMINAL x Initialize Prog Load Shift View Train Mode Logon ICE PAC NMS Call 3 Touch Initialize on the terminal display INITIALIZE Correct No Yes 4 Touch Yes on the terminal display to confirm The terminal COMMS begins dialing the host DIALING NOW The terminal loads the initialization parameters This process COMMS takes 25 seconds PROCESSING NOW The initializ
3. Terminal response 4 Access the boot level of the terminal See Accessing the Terminal Boot Level on page 1 9 for the procedure to access the boot level PLEASE INITIALIZE OR CALL HELP PE RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD oF WN FP Press 1 on the terminal keyboard MERCHANT PROGRAMMING TERMINAL ID NUMBER XXXXXXXXX QWMERTYUIOEP ASDFGHUKL ZXCVB NM SPACE CANCEL CLEAR ENTER Type the terminal ID number then touch ENTER on the terminal display or press ENTER on the terminal keyboard to bypass this field NOTE Some terminal IDs require 8 or 9 digits If the check digit ninth digit is missing or incorrect the terminal does not allow the entry of that ID Verify the check digit with your Help Desk MERCHANT PROGRAMMING INIT TELEPHONE NO XXXXXXXXX ABCDEF CANCEL CLEAR ENTER Type the initialization telephone number then touch ENTER on the terminal display or press ENTER on the terminal keyboard to bypass this field This is the phone number the terminal dials for the initialization MERCHANT PROGRAMMING NMS TELEPHONE NO XXXXXXXXX ABCDEF CANCEL CLEAR ENTER Type the NMS number then touch ENTER on the terminal display or press ENTER on the terminal keyboard to bypass this field This is the phone number the terminal dials for the software program load MERCHANT PROGRAMMING DIAL
4. 2 Place the end of the paper in the paper guide The printer then automatically feeds the paper If the printer does not feed automatically proceed with step 3 Otherwise proceed to step 9 no At the main terminal display touch Press Here for Menu Touch Setup The Setup menu appears Touch Printer The Printer prompt appears Touch Paper Feed The Paper Feed menu appears Touch Paper Feed until the paper feeds through the paper cutter mechanism If the printer fails to advance the paper check the printer ON OFF settings as follows a b d e At the main terminal display touch Press Here for Menu Touch Setup The Setup menu appears Touch Printer The Printer prompt appears Touch On Off The Printer Toggle menu appears displaying Printer is disabled Enable Touch Yes The terminal changes the printer settings to Enabled and returns to the Idle prompt Repeat steps 3 through 7 8 Touch Quit The system returns to the Idle prompt 9 Close the printer paper cover 940331 002 rev A Hypercom Corporation 1 31 Error Messages This section explains the different types of error messages that occur during operations possible steps to clear the error message Please Try Again CE Communication Error CE indicates the terminal dialed a number that does not answer The following is a list of options to clear the error message Enable the enhanced dial messages Verif
5. Danger of explosion If the battery is installed incorrectly it could explode Replace only with the same or equivalent type recommended by the manufacturer Dispose of used batteries according to manufacturer instructions BoA AAN ERY Eee 9 gt ARE E AA gt OL Fo SF A BER PRN SE BOSE BSH STOR 9 EPROM The following lists the current EPROM releases for the appropriate ICE terminals at the time of this publication ICE 5500 EPROM release T5KBOOT415 5700 EPROM release T5KBOOT415 ICE 6500 EPROM release TK5BOOT407 Applications Please contact your Hypercom Client Services Representative for a list of the applications your company supports 1 2 ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Initialization The initialization is the personality of the terminal and contains merchant specific information Examples include the merchant name and address card types the merchant accepts offline options and phone numbers to dial for authorization and settlement Maintaining the specific initialization on Term Master establishes control for the Hypercom customer to prevent other organizations from tampering with or changing information at the terminal level Custom Maintenance Password A six digit custom maintenance password is required on some terminals to perform certain functions such as terminal setup initi
6. keports Terminal touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Tests on the terminal display TESTS X Host Display Keyboard PIN Pad Printer Card Reader Smart Card 3 Touch Card Reader on the terminal display READ CARD NOW XXXXXXXXXXXXXXXX XXX XXXX 4 Slide the card through the card reader The terminal displays track 1 and track 2 information the card number and the expiration date card number is The expiration date is xxxx If the terminal displays Card Error swipe the card again If the error message is repeated clean the card reader track using a card reader cleaning card If the error message persists the customer card or terminal card reader may be damaged 5 Touch Clear on the terminal display The terminal displays the Idle prompt 940331 002 rev A Hypercom Corporation 1 25 Chapter 1 Performing a Printer Test Use this function to initiate a printer test The terminal produces a test print with various characters and font sizes NOTE You can also access this function by Merchant Functions 8 2 and pressing or touching Enter Step by Step To perform a printer test a test print See Figure 1 1 on page 1 27 If the terminal displays a Printer Error message confirm that the printer is enabled and the terminal is properly configured See Cha
7. procedures and concepts presented in this guide The following special terms and style conventions are used throughout this document Component names Special bold text highlights certain items including the names of window and dialog box components This text appears in instructions for specific actions such as clicking buttons typing in text boxes and selecting from lists For example From the Main tab page of the Group Definition dialog box click List Emphasis Emphasis is indicated by indented text For example NOTE A note contains neutral or positive information supplementing the main text It is often information that applies only to special cases IMPORTANT Important statements draw attention to information crucial to using the product successfully Pay special attention to Important statements 940331 002 rev A Hypercom Corporation xi Introduction Procedures Numbered procedures have a special graphic appearing in the margin of the text The words Step by Step also appear in bold at the beginning of the procedure For example 1 Step by Step perform a procedure 1 Follow the steps outlined in the procedure 2 Most procedures have at least two steps a This is substep b Substeps must be completed the order given Step Action Terminal response 1 Follow the steps outlined in the procedure 2 Most procedures have at least two steps Clicking wit
8. telephone line and still have all those devices ring when your telephone number is called In most but not all areas the sum of the RENs of all devices connected to one line should not exceed five To be certain of the number of devices you may connect to your line contact your local telephone company to determine the maximum REN for your calling area NOTE REN is associated with loop start and ground start ports Do not use for E amp M or digital ports If your telephone equipment causes harm to the telephone network the telephone company may discontinue your service temporarily If possible they will notify you in advance However if advance notice is not practical you will be notified as soon as possible You will be informed of your right to file a complaint with the FCC Your telephone company may make changes in its facilities equipment operations or procedures that could affect the proper functioning of your equipment If they do you will be notified in advance to give you an opportunity to maintain uninterrupted telephone service If you experience trouble with this telephone equipment please contact the Hypercom Repairs Department at 602 504 5378 for information on obtaining service or repairs The telephone company may ask that you disconnect this equipment from the network until the problem is corrected or until you are sure that the equipment is not malfunctioning This equipment may not be used on coin service provided by t
9. 0 TONE 1 PULSE CANCEL CLEAR ENTER ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Step Action Terminal response Touch 0 for tone dialing or 1 for pulse rotary dialing then touch ENTER on the terminal display or press ENTER on the terminal keyboard to bypass this field MERCHANT PROGRAMMING PABX ACCESS CODE ABCDEF Del CANCEL CLEAR ENTER Touch PABX code if necessary then touch ENTER on the terminal display or press ENTER on the terminal keyboard to bypass this field If you need 8 9 or any other access code to dial out type it here PLEASE INITIALIZE OR CALL HELP PE RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD oF WN FP Touch 01 to return to the Idle prompt 940331 002 rev A Hypercom Corporation Chapter 1 Loading a Terminal with Software The terminal dials the NMS telephone number in the Merchant Programming option 1 parameters and initiates a program load for the software application This process takes approximately 5 minutes per page or a total of 25 to 45 minutes depending on the software application NOTE After you complete this procedure initialize the terminal to download the merchant specific profile Step by Step To load a terminal with software Step Action Terminal response 1 Access the boot level of the t
10. 1 Please Try TO A ir A a A es Fon 2 2 Please Try Again Ae eke ar N no Eh ld el 2 2 Error Call Help SE 4 2 A re ei 2 2 Invalid Transaction re eee ee ne ee De ae An ner ea 2 2 Line BUsy an tna ey Ree ed Pee ete a ae i ene de 2 3 Replace Handsets ie a ee Pe a bee ap ah ee dc eta tek 2 3 NO COMMS 1 4 3 202 5 acti a ahd ele det Oui th Gye tote alate tata et apts 2 3 Unsupported Gard cc A A ee eo eae a 2 3 ERROR Wrong A be a eS A bei A 2 3 Before Loading or Initializing a Terminal 1 1 1 4 44 2 2 4 Please Initialize or Call Help FE 2 4 Please Initialize or Call Help 0 2 4 Host Messages r2 2 n HH A Ecce Roy ce Br 2 4 viii ICE Terminal HyperWare Troubleshooting Manual 940331 002 rev A List of Figures Chapter 1 Equipment Information Figure 1 1 Printer sample receipt 1 1 27 Figure 1 2 Printer paper door open 1 29 Figure 1 3 Open printer a
11. 2 En od E Sas eye en Seo ee 1 3 Custom Maintenance Password 1 3 Requesting Repairs 2 4 Wee ae et ia a 1 4 Terminal Me mory ceri 2 22 42 ae Gb am Sek as A See aoe IH Na he hg Ee RR AA 1 4 Clearing Reversals Batches and Initializations at the Application Level 1 5 Clearing Reversals ae bad a E 1 5 gt a pes Bae ha went 1 6 Clearing the Initialization 2 40 1 7 Clearing Reversals Batches or Everything at the Application Level 1 8 Accessing the Terminal Boot Level 1 2 1 9 IGE 5500 and 5700 2 22 igs 20a ets da tele AA AAA eae ad 1 9 Procedure 1 ca A ek beh ata ee eae A Noia tg 1 9 Procedur 2 Cake A ale Risen 1 10 A ol a ee aE 1 11 Procedure 1 sia ee aA ve gas Set Re Cea 1 11 Procedurs 2 os Ci care ee eS 1 12 Deleting the Current Software Application at the Terminal Boot Le
12. Action Terminal response 5 The terminal displays the CU address OPTION PROGRAMMING The CU address should be at the default setting of 30 re Touch 3 0 ENTER or touch ENTER on the terminal display to bypass this field CANCEL CLEAR ENTER 6 The terminal displays the current screen contrast setting OPTION PROGRAMMING OPTIONS 1 4 The screen contrast should be at the default setting of 05 01000000 Touch 0 5 ENTER or touch ENTER on the terminal display to ABCDEF bypass this field 3 CANCEL CLEAR ENTER NOTE 01 is the lightest setting and 07 is the darkest 7 The terminal scrolls to the Options Bit settings Touch 0 1 OPTION PROGRAMMING or0 5 ENTER or touch ENTER on the terminal display to S ERTL bypass this field 0 2 A 01 Standard terminal setting E 05 or CES CANCEL CLEAR ENTER 8 The terminal displays the modem mode options Touch 0 for OPTION PROGRAMMING Bell or 2 for CCITT or touch ENTER on the terminal display to bypass this field 0 SLOW 2 FAST For modem mode options please contact your Client ABCDEF Services Representative CANCEL CLEAR ENTER 9 If attaching a portable cellular phone to the terminal touch OPTION PROGRAMMING 0 0 ENTER or touch ENTER on the terminal display to bypass this field HOOK DELAY 0 15 01 ABCDEF CANCEL CLEAR ENTER 10 The terminal displays the Hook Delay setting OPTION PROGRAMMING The default Hook delay setting i
13. ICE 5700 1 5 Meg ICE 6500 2 0 Meg 1 4 ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Clearing Reversals Batches and Initializations at the Application Level Before loading a new application into a terminal you must clear all reversals batches and the initialization individually by using the Supervisor option at the application level NOTE There are two ways to accomplish this follow the steps on pages 1 5 through 1 7 or follow the steps on pages 1 8 through 1 9 Clearing Reversals Use the following steps to clear reversals or Step by Step To clear reversals Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN x NoTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen touch BE Terminal on the terminal display for additional menu options Cashier Tab Setup Tests 2 Touch to access the additional features MAIN X Browser Functions Supervisor 3 Touch Supervisor on the terminal display PASSWORD X Enter password box ABC Clear Enter 4 Type the supervisor password 028510 then touch Enter on SUPERVISOR X the terminal display or press ENTER on the terminal keyboard Print Clear Auto Test A Test Ans 5 Touch Clear on the terminal display CLEAR X Clr Init Batch Reversals Keys 6 Touch Reversals on the terminal d
14. ICE Series Troubleshooting Manual SPOS Version 05B For ICE 5500 5700 and 6500 Terminals Date July 20 2001 The Global Leader in Electronic Transaction Solutions Hypercom Corporation 2851 West Kathleen Road Phoenix Arizona 85053 USA Corporate Telephone 602 504 5000 Corporate Fax 602 866 5380 Corporate Repairs Department 602 504 5378 Corporate Web Site www hypercom com Copyright 2001 by Hypercom Corporation Printed in the United States of America All rights reserved This publication is proprietary to Hypercom Corporation and is intended solely for use by Hypercom customers This publication may not be reproduced or distributed for any purpose without the written permission of Hypercom Corporation The information Hypercom furnishes in this publication is believed to be accurate and reliable However the corporation assumes no responsibility for its use and reserves the right to make changes to the publication at any time without notice Trademarks Hypercom and the Hypercom logo are registered trademarks of Hypercom Corporation Integrated Enterprise Network is a trademark of Hypercom Corporation Hypercom has attempted throughout this publication to distinguish proprietary trademarks from descriptive terms by following the capitalization style the manufacturer uses Every effort was made to supply complete and correct information Any error in identifying or reflecting any proprietary marks or notices is i
15. ON x the terminal display or press ENTER on the terminal keyboard Clear Acq Report Batch Count TX RX Rpt Host List Init Report 6 Touch Clear on the terminal display CLEAR BUFFER x Everything Journal Reversal Keys 7 Touch Reversal to clear a Reversal OR Touch Journal to clear a Batch OR Touch Everything to clear Reversals Batches and Initialization Note With any option the terminal does not return to the Idle prompt Instead it displays the Clear Buffer menu ICE Series Troubleshooting Manual 940331 002 rev A Accessing the Terminal Boot Level Equipment Information The terminal boot level contains the terminal software application for example TSPOSXX XXX as well as other settings such as dial modes option settings hook delay and printer settings One of the following screens appears depending on the previous action taken at the terminal application level NOTE You access the boot level differently between the terminals The 5500 and 5700 identical but the 6500 is different You can access the boot level by using one of two procedures on all three terminals The Terminal Menu option and the Powering Down option ICE 5500 and 5700 Procedure 1 Use the Terminal Menu option described in this section to access the terminal boot level Mea Step by Step To access the boot level Step Action Terminal response 1 Touch Press Here for Menu on the terminal
16. alization and supervisor functions You can load this password to the terminal through a terminal initialization However if the program is tampered with downloads with a different software application is required before you can download and initialize the terminal again Please contact Hypercom Client Services for procedures to disable the maintenance password NOTE A minimum of two full downloads may be necessary to resolve this issue 940331 002 rev A Hypercom Corporation 1 3 Chapter 1 Requesting Repairs Hypercom has the following warranties on equipment Five years for terminals One year for peripherals moa Step by Step To request repairs 1 Call the Hypercom POS Terminal Services Department at 800 584 1876 for a Return Merchandise Authorization RMA number 2 Provide written information about the problem or the results of diagnostic testing This information must accompany each piece of equipment to help expedite the repair 3 If the equipment is to be returned to a different address please include this information in the shipment 4 Pack the equipment 5 Write the RMA number on the enclosed paperwork and on the outside of the box 6 Ship the equipment to Hypercom Corporation Attn POS Terminal Services 2851 West Kathleen Road Phoenix AZ 85053 Terminal Memory The Hypercom ICE terminals have the following standard terminal memory Terminal Type Standard memory ICE 5500 1 5 Meg
17. ation is complete COMPLETE Transaction complete Continue 5 Touch Continue on the terminal display The transaction is complete The terminal displays the Idle prompt 940331 002 rev A Hypercom Corporation Chapter 1 Screen 2 Perform the following steps from the software level if the terminal displays the Please Initialize prompt The Please Initalize prompt indicates that the terminal does not have initialization parameters Cc ie Step by Step To initialize a terminal for a parameter download for screen 2 Step Action Terminal response If the terminal does not have initialization parameters the terminal displays Please Initialize PLEASE INITIALIZE begins dialing the host Initialize 1 Touch Initialize on the terminal display INITIALIZE Correct No Yes 2 Touch Yes on the terminal display to confirm The terminal COMMS DIALING NOW The terminal loads the initialization parameters This process takes 25 seconds COMMS PROCESSING NOW The initialization is complete COMPLETE Transaction complete Continue 3 Touch Continue on the terminal display The transaction is complete The terminal displays the Idle prompt 1 18 ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Changing Settings in the Terminal Boot Level There are approximately 22 settings in the terminal Boot level Some can be changed and others
18. cannot This procedure identifies the only option settings you can change WARNING properly If any boot level settings not identified in this procedure are changed the terminal may not function Lea Step by Step To change settings in the terminal boot level Step Action Terminal response 1 Access the Boot level of the terminal See Accessing the Terminal Boot Level on page 1 9 for the procedures to access the boot level CONFIGURE TERMINAL OR CALL HELP PE RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD VPBPWNHO 2 Press 4 on the terminal keyboard NOTE On the 5500 and 5700 terminals number 7 on this screen says DUKPT TESTING OPTION PROGRMMING DISPLAY HW CONFIG DATA MEMORY FUNCTIONS CALIBRATE TOUCH PAD DISPLAY PAGE STATUS CONFIGURE PIN PORT MORE FUNCTIONS PRESS lt CLEAR gt EXIT 3 Press 1 on the terminal keyboard OPTION PROGRAMMING 0 1 1 DIAL 2 3 LAN 01 CANCEL CLEAR ENTER 4 The terminal displays the current leased line dial and LAN options dial mode should be at the default setting of 01 Touch 0 1 ENTER or touch ENTER on the terminal display to bypass this field OPTION PROGRAMMING CU ADDR 30 ABCDEF CANCEL CLEAR ENTER 940331 002 rev A Hypercom Corporation Chapter 1 1 20 Step
19. ccess o cocccc 1 29 Figure 1 4 Open paper 1 4 1 30 1 5 Lift paper cutter pr AA Ha Sa re ae 1 30 Figure 1 6 ICE 5700 printer paper installation 2 4 2 1 31 940331 002 rev A Hypercom Corporation ix Introduction The ICE Series Troubleshooting Manual is a comprehensive guide to troubleshooting Hypercom ICE terminals using the Hypercom SPOS software The ICE terminals support traditional terminal functions as well as PIN pad and electronic receipt capture ERC functionality The ICE family employs a modular concept With the printer and modem module attached it becomes a fully functional terminal and PIN pad The ICE Series of terminals discussed in this manual are the ICE 5500 5700 and 6500 Who Should Use This Book This document is intended for Help Desk staff to assist Hypercom customers in troubleshooting and diagnosing specific issues It contains troubleshooting material recommended solely for Help Desk staff How This Book Is Organized The book is divided into the following chapters Chapter 1 Equipment Information descriptions for troubleshooting hardware Chapter 2 Error Messages descriptions for troubleshooting error messages Guide Conventions This section provides information to help you understand the
20. display MAIN x NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen Reports a touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Terminal on the terminal display TERMINAL x Initialize Prog Load Shift View Train Mode Logon ICE PAC NMS Call 3 Touch on the terminal display TERMINAL x StatCall Deployment Lock Reset 4 Touch Reset on the terminal display and immediately hold PLEASE INITIALIZE OR CALL down CLEAR on the terminal keyboard until you hear two HELP FE beeps 0 RESTART The terminal displays the list of options 1 MERCHANT PROGRAMMING 2 PROGRAM LOAD Note FE stands for Format Error letting you know that the re CLEAR PAGE MEMORY initializati MAINTENANCE FUNCTIONS initialization was cleared or that you are in the boot level gt HAS LOAD 940331 002 rev A Hypercom Corporation Chapter 1 Procedure 2 Use the Power Down option described in this section to access the terminal boot level Step by Step To access the terminal boot level Step Action Terminal response 1 Power down the terminal by disconnecting the power cord from the back 2 Press and hold CLEAR on the terminal keyboard and reconnect the power cord to the back of the terminal Release the CLEAR key after you hear two beeps The terminal displays the list of option
21. er Call Hypercom POS Client Services Error Call Help SE System Error SE indicates the terminal is trying to initialize but Term Master encountered an error The following is a list of options to clear the error message Verify that Term Master is running Go into the terminal profile in Term Master attempting an initialization and check for errors NOTE The Term Master Verify function verifies that a card range is pointing to an issuer an issuer is pointing to an acquirer and an acquirer is pointing to the terminal configuration It does not check for typographical errors or transposition of characters Invalid Transaction Invalid Transaction indicates the terminal does not allow the transaction Verify that the correct options are set in Term Master for this transaction type 2 2 ICE Series Troubleshooting Manual 940331 002 rev A Error Messages Line Busy Line Busy indicates the terminal does not detect a dial tone The following is a list of options to clear the error message Verify that the telephone line is plugged into the line port Verify that the line is analog and not digital Plug the line into a telephone and verify that you hear dial tone Replace Handset If the terminal shares the phone line with a telephone terminal functions are unavailable while the handset is off hook NO COMMS Verify that the ICE terminal is in Dial mode Unsupported Card The card being swiped throu
22. erminal See Accessing the Terminal Boot Level on page 1 9 for the procedure to access the boot level PLEASE INITIALIZE OR CALL HELP PE RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD oP WN FE 2 Press 2 on the terminal keyboard PROGRAM LOAD Correct Yes or No Cancel No Yes 3 Touch Yes on the terminal display or press ENTER on the terminal keyboard The terminal checks the phone line for a proper connection PROGRAM LOAD CHECKING LINE The terminal detects a proper phone line connection and is waiting to detect a dial tone PROGRAM LOAD WAITING FOR DIAL TONE The terminal detects a dial and is waiting to dial out PROGRAM LOAD DIALING NOW The terminal has dialed out and is waiting for an answer from the host PROGRAM LOAD WAITING FOR ANSWER The terminal has made a connection and is communicating with the host PROGRAM LOAD TRAINING MODEM The terminal is downloading the software application from the host The approximate time is 25 to 45 minutes PROGRAM LOAD LOADING MEM 01 X XXX The terminal has successfully downloaded the software application from the host PROG LOAD PROG LOAD GOOD 4 After receiving the software application initialize the terminal for the host to download the merchant profile See Initializing a Terminal for a Parameter Download on page 1 17 PLEASE INITIALIZE INITIALIZE
23. gh the terminal is not accepted at the merchant The following is a list of options to clear the error message Verify that the card ranges are set up correctly in Term Master Verify that the issuer is set up correctly in Term Master Verify that the card range table is complete Term Master ERROR Wrong Trans ERROR Wrong Trans indicates the Visa Table in the Term Master profile was not correctly filled out with the required information for the Visanet NDC or MAPP modules on the Hypercom System Software 940331 002 rev A Hypercom Corporation 2 3 2 Before Loading or Initializing a Terminal The following messages appear before you load or install a terminal Please Initialize or Call Help FE Format Error FE indicates the terminal is in Boot mode and requires an initialization or personality load Please Initialize or Call Help PE Program Error PE indicates the terminal requires a full program load and an initialization After the program load is complete initialize the terminal Host Messages The terminal displays messages it receives directly from the host These messages may very depending on the host To verify that the terminal receives a host message and not a terminal message Turn on enhanced dialing If the terminal displays Processing Now and appears to be inactive the message is likely to be a terminal message Typically the host transmits response code
24. h the mouse This document assumes you are using a mouse or some other pointing device to move within and among windows and dialog boxes Therefore when instructions include clicking an item it means you use the mouse to move the cursor onto the desired item You then click the mouse button to highlight the item or cause an action to occur For example Click the Totals check box to activate the online totals feature Series of actions The greater than sign gt appears in procedures indicating a series of simple related actions using the mouse pointer The resulting action typically starts a utility or opens a dialog box For example From the Term Master main menu click Network gt Definitions Caution and Warning boxes When you see a Caution or Warning message read the information promptly and carefully before proceeding The formats for the boxes follows CAUTION Caution advises that a negative result such as a loss of data may occur WARNING Warnings provide information that is essential to the safety of the user the equipment or both Failure to do as instructed may result in physical damage xii ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information This section describes important information on the application initialization custom maintenance repairs configuration test functions and printer issues for these ICE terminals Read each section to ens
25. he telephone company Connection to party lines is subject to state tariffs This telephone receiver is hearing aid compatible if applicable CTR21 The equipment has been approved to Commission Decision CTR21 for pan European single terminal connection to the Public Switched Telephone Network PSTN However due to differences between the individual PSTNs provided different countries the approval does not of itself give an unconditional assurance of successful operation on every PSTN network termination point In the event of problems you should contact your equipment supplier in the first instance Industry Canada Notice NOTICE The Industry Canada IC label identifies certified equipment This certification means that the equipment meets telecommunications network protective operational and safety requirements described in the appropriate Terminal Equipment Technical Requirements documents The department does not guarantee the equipment will operate to user satisfaction Before installing this equipment ensure that it is acceptable for connection to the facilities of the local telecommunications company The equipment must also be installed using an acceptable method of connection Compliance with these conditions may not prevent degraded service in some situations A representative designated by the supplier should coordinate repairs to certified equipment Any repairs or alterations to this equipment or any equipment
26. isplay COMPLETE Transaction complete Continue 7 Touch Continue on the terminal display The transaction is complete The terminal displays the Idle prompt 940331 002 rev A Hypercom Corporation Chapter 1 Clearing a Batch Use the following steps to clear a batch 7 Step by Step To clear a batch Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NoTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen touch Reports Terminal on the terminal display for additional menu options Cashier Tab Setup Tests 2 Touch to access the additional features MAIN X Browser Functions Supervisor 3 Touch Supervisor on the terminal display PASSWORD X Enter password box ABC Clear Enter 4 Type the supervisor password 028510 then touch Enter on SUPERVISOR X the terminal display or press ENTER on the terminal keyboard Print Clear Auto Test A Test Ans 5 Touch Clear on the terminal display CLEAR Clr Init Batch Reversals Keys 6 Touch Batch on the terminal display Clear Batch x Host number box Clear Enter 7 Type the host number then touch Enter on the terminal COMPLETE display or press Enter on the terminal keyboard Transaction complete If you are unsure of the host number touch Merchant Functions Continue on the termina
27. l display press 8 on the terminal keyboard then touch Enter on the terminal display or press Enter on the terminal keyboard 8 Touch Continue on the terminal display The transaction is complete The terminal displays the Idle prompt ICE Series Troubleshooting Manual 940331 002 rev A Clearing the Initialization Use the following steps to clear the initialization 2 Step by Step Ea To clear the initialization Equipment Information Enter password Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN x NoTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen touch Reports Terminal on the terminal display for additional menu options Cashier Tab Setup Tests 2 Touch to access the additional features MAIN X Browser Functions Supervisor 3 Touch Supervisor on the terminal display PASSWORD X Initialize box ABC ClearEnter 4 Type the supervisor password 028510 then touch Enter on SUPERVISOR X the terminal display or press ENTER on the terminal keyboard Print Clear Auto TestA Test Ans 5 Touch Clear on the terminal display CLEAR Clr Init Batch Reversals Keys 6 Touch Clr Init on the terminal display COMPLETE Transaction complete Continue 7 Touch Continue on the terminal display The transaction is Please Initialize comple
28. malfunctions may cause the telephone communications company to request that the user disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines and internal metallic water pipe system if present are connected together This precaution may be particularly important in rural areas Caution Users should not attempt to make such connections themselves but should contact the appropriate electric inspection authority or electrician as appropriate NOTICE The Ringer Equivalence Number REN assigned to each terminal device provides an indication of the maximum number of terminals that may be connected to a telephone interface The termination on an interface may consist of any combination of devices subject as long as the sum of the Ringer Equivalence Numbers of all the devices does not exceed five REN 0 3B Table of Contents Who Should Use This Book 2 a ar ee ae cca a Pear Ret xi How This Book Is Organized noni a Sot pee ee a Ped ane as See tate aoe ata G ide Conventions a ee Ba teh aetna aes Chapter 1 Equipment Information General Safety Precautions 1 2 1 1 EPROM e il Mei dena tied A di oi odos 1 2 Applications o A A A A AA AA AA A A ea 1 2 Initialization e 2 2
29. n also access this function by Merchant Functions 7 1 and pressing or touching Enter Step by Step To turn the printer on or off Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen Reports Terminal touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Setup on the terminal display Setup x Date Time Terminal Printer Comms Dial Passwords Speed Dial 3 Touch Printer on the terminal display PRINTER On Off Rept Text Paper Feed 4 Touch On Off on the terminal display PRINTER TOGGLE X Printer is enabled Disable No Yes 5 Touch Yes on the terminal display to disable the printer The terminal displays the Idle prompt 1 28 ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Clearing Printer Paper Jams The following steps describes clearing paper jams from the ICE terminal NOTE The graphics used in this section are of the ICE 5700 terminal Step by Step To clear a printer paper jam 1 Disconnect the power cable from the back of the terminal 2 Open the printer paper cover and tear off the remaining paper roll Printer paper cover Figure 1 2 Printer paper door open 3 Open the printer access cover by lif
30. nadvertent and unintentional FCC Part 15 ICES 003 This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC ICES 003 Rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications Operation of this in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense FCC Part 68 Requirements Notice This equipment complies with Part 68 of the FCC Rules On the bottom of this equipment is a label that contains the FCC Registration Number and Ringer Equivalence Number REN for this equipment If requested you must provide this information to your telephone company NOTE REN is not required for some types of analog or digital facilities This equipment uses an RJ11 jack An FCC compliant telephone cord and modular plug are provided with this equipment It is designed to be connected to the telephone network or premises wiring using a compatible modular jack that is Part 68 compliant See installation instructions for details is useful to determine the number of devices you may connect to your
31. nging Settings in the Terminal Boot Level on page 1 19 and Turning the Printer On or Off on page 1 28 Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen Termal touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Tests on the terminal display TESTS X Host Display Keyboard PIN Pad Printer Card Reader Smart Card 3 Touch Printer on the terminal display The terminal produces The terminal returns to the Idle prompt 1 26 ICE Series Troubleshooting Manual 940331 002 rev A 940331 002 HYPERCOM 2851 W KATHLEEN PHOENIX AZ 85053 TERMINAL I D 50585058 FK K K k k K k k k k K RMAL FONT ABCDEFGHIJ KLMNOPQRST UVWXYZ abcdefghij kImnoparst uvwxyz0123456789 5 lt gt NORMAL DOUBLE FONT CHANGE Fre UVWXYZ abcdefghiz kimnoparst Uvwxyz0123456789 VASOS lt gt 20 NORMAL DOUBLE TLE kak ak akak kkk k kk Firmware Version Figure 1 1 Printer sample receipt Hypercom Corporation Equipment Information 1 27 Chapter 1 Turning the Printer On or Off Use this function to turn the printer on or off NOTE You ca
32. ns accordingly NOTE You can also access this function by Merchant Functions 8 3 and pressing or touching Enter Step by Step To perform a display test Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN x NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen keports Terminal touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Tests on the terminal display TESTS x Host Display Keyboard PIN Pad Printer Card Reader Smart Card 3 Touch Display on the terminal display The terminal display darkens and lightens automatically Display Test Continue 4 Touch Continue on the terminal display to darken the display Note The terminal displays the color scheme on the ICE 6500 If any sections of the display do not respond send the terminal to Hypercom for repair 5 To exit touch Continue on the terminal display until the Idle prompt appears 940331 002 rev A Hypercom Corporation 1 23 Chapter 1 Performing a PIN Pad Test Use this function to initiate a PIN pad test to test the internal or external PIN pad NOTE You can also access this function by Merchant Functions 9 4 and pressing or touching Enter Step by Step To perform a PIN pad test Step Ac
33. oftware application and initilization parameters are present PLEASE INITIALIZE OR CALL HELP 940331 002 rev A Hypercom Corporation 1 21 Chapter 1 Test Functions 1 22 Use the test functions described in this section for troubleshooting Performing a Keyboard Test Use this function to initiate a keyboard test The terminal displays the column and row of the key pressed NOTE You can also access this function by Merchant Functions 8 4 and pressing or touching Enter Step by Step To perform a keyboard test Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen touch the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Tests on the terminal display TESTS X Host Display Keyboard PIN Pad Printer Card Reader Smart Card 3 Touch Keyboard on the terminal display KEYBOARD TEST x Col Row Press to end 4 Press a number on the keyboard The screen displays the location of the key For example pressing 5 displays 02 Row 02 ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Performing a Display Test Use this function to initiate a display test The display darkens and lighte
34. ost does not recognize the terminal ID as a valid ID or the host terminal records are incomplete CALL HELP PC Invalid product code The terminal is loaded with incorrect product codes Re initialization is required CALL HELP RE Card Read Error Retry the card swipe CALL HELP SE System error All other non specific system errors This is specific to Term Master CALL HELP SQ Sequence number is a duplicate Indicates a terminal or system error CALL HELP TR Invalid transaction ERR CALL HELP SN The terminal is programmed with the wrong merchant number PLEASE CALL A call to the authorizer is required to complete the transaction PLEASE CALL CC Stolen card The card was reported stolen PLEASE CALL LC Lost card The card was reported lost 940331 002 rev A Hypercom Corporation 2 5 2 2 6 The following user messages indicate conditions that arise from incorrect user or cardholder actions and need correction at the point of sale Table 2 2 User messages Message Description CARD LIMIT Amount the cardholder entered is greater than the transaction limit for the EXCEEDED terminal DECLINED Transaction was declined by the bank or bank network EXCESSIVE PIN TRIES PIN number entered and re entered is invalid EXPIRED CARD Expiration date on magnetic stripe or manually entered number indicates an expired ca
35. rd INCORRECT PIN Incorrect personal identification number INSUFFICIENT FUNDS Cardholder does not have the requested amount available INVALID ACCOUNT The host did not accept the card INVALID TRANSACTION Transaction is not allowed at the terminal PLEASE WAIT Terminal is waiting for further instructions from the host ICE Series Troubleshooting Manual 940331 002 rev A We Welcome Your Comments Please fax this page with your comments to Hypercom Corporation at 602 504 4990 Document Number 940331 002 rev A 1 2 9 In one word how would you describe this guide How do you use this guide read it from beginning to end read only the sections that relate to my immediate needs read only the sections that relate to my job Where do you usually look first to find information in this guide Table of contents Index Search through the pages until find what am looking for How easily can you find information in this guide 1 Not easily 2 3 4 5 Very easily How clear is the information in this guide 1 Not clear 2 3 4 5 Very clear How easily can you follow the instructions described in this guide 1 Not easily 2 3 4 5 Very easily How well did you understand the product before reading this guide 1 Not well 2 3 4 5 Very well How well do you understand the product after reading this guide 1 Not well 2 3 4 5 Very well The bes
36. s NoTE FE stands for Format Error indicating the initialization was Cleared or that you are in the boot level PLEASE INITIALIZE OR CALL HELP FE RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD VPWNHO ICE Series Troubleshooting Manual 940331 002 rev A 6500 Procedure 1 Use the Terminal Menu option described in this section to access the terminal boot level 1 Step by Step To access the boot level Equipment Information Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen Reports FOSA touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Terminal on the terminal display TERMINAL x Initialize Prog Load Shift View Train Mode Logon ICE PAC NMS Call 3 Touch on the terminal display TERMINAL x StatCall Deployment Lock Reset 4 Touch Reset on the terminal display and immediately hold PLEASE INITIALIZE OR CALL down CLEAR and ENTER on the terminal keyboard until you HELP FE hear two beeps 0 RESTART The terminal displays the list of options 1 MERCHANT PROGRAMMING 2 PROGRAM LOAD Note FE stands for Format Error indicating the initialization 2 de was cleared or that you are in
37. s 01 If the setting differs touch 0 1 ENTER or touch ENTER on the terminal display to bypass this field PRINTER oc ABCDEF CANCEL CLEAR ENTER 11 The terminal displays the printer setting The default printer setting is OC for the ICE terminals If the setting differs touch 0 ENTER or touch ENTER on the terminal display to bypass this field OPTION PROGRAMMING TX Level 00 10 IF 14 ABCDEF CANCEL CLEAR ENTER ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Step Action Terminal response 12 Touch CANCEL to exit the Option Programming menu The terminal now returns to the Maintenance Functions menu AOHOUPWNHE OPTION PROGRMMING DISPLAY HW CONFIG DATA MEMORY FUNCTIONS CALIBRATE TOUCH PAD DISPLAY PAGE STATUS CONFIGURE PIN PORT DUKP7 TESTING PRESS lt CLEAR gt TO EXIT 13 Press CLEAR on the terminal keyboard CONFIGURE TERMINAL OR CALL HELP PE Ok WNHRO RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD 14 Touch 0 on the terminal keyboard The terminal displays one of the following The terminal screen remains on the menu if NO software application is present Proceed to Configuring a Terminal for an Application Download on page 1 14 The terminal screen performs a self diagnostic test and will return to the idle prompt only if there is a s
38. s that cause the terminal to display appropriate stored messages Call Help XX indicates an abnormal condition that requires a transaction retry or a call to the Help Desk for assistance The two character error code indicates the type of error condition 2 4 ICE Series Troubleshooting Manual 940331 002 rev A Error Messages Programming for Hypercom ICE terminals includes the test response code messages listed in Table 2 1 Table 2 1 Response code messages Message Description APPROVAL CODE 000000 A two to six digit code number indicates that the transaction was approved The number on the right side of the display is the approval code CALL HELP AM Invalid transaction amount CALL HELP CM Invalid card The card number contained in the transaction is not recognized as a valid card or contains an error CALL HELP FE Format error The transaction received from the terminal cannot be processed The message indicates a terminal or system problem CALL HELP NA The host application program is not available to process the transaction The Network Access Controller NAC or Integrated Enterprise Network IEN generates this message which is located between the dial up terminal network and the host The message indicates that while communications between the terminal and NAC or IEN are normal the NAC or IEN has no session with the host CALL HELP NT No terminal parameters The h
39. t aspect of this guide is 10 The least useful aspect of this guide is Additional comments Document Number 940331 002 Printed in the USA
40. te If you are preparing to download the terminal with a new software application you must delete the existing software application residing at the terminal boot level See Deleting the Current Software Application at the Terminal Boot Level on page 1 13 for more information 940331 002 rev A Hypercom Corporation Chapter 1 Clearing Reversals Batches or Everything at the Application Level Before loading a new application into a terminal you must clear all reversals batches and the initialization individually using the Functions option at the application level Step by Step To clear reversals batches or everything at the application level Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NoTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen touch Reports Terminal on the terminal display for additional menu options Cashier Tab Setup Tests 2 Touch to access the additional features MAIN X Browser Functions Supervisor 3 Touch Functions on the terminal display MERCHANT FUNCTION X Merchant function box Clear Enter 4 Type 99 then touch Enter on the terminal display or press PASSWORD x ENTER on the terminal keyboard Enter password box ABC Clear Enter 5 Type the supervisor password 028510 then touch Enter on PROGRAM FUNCTI
41. the boot level E FAST LOAD EUN 940331 002 rev A Hypercom Corporation Chapter 1 Procedure 2 Use the Power Down option described in this section to access the terminal boot level Step by Step To access the terminal boot level Step Action Terminal response 1 Power down the terminal by disconnecting the power cord from the back 2 Press and hold CLEAR and ENTER on the terminal keyboard and reconnect the power cord to the back of the terminal Release the CLEAR and ENTER keys after you hear two beeps The terminal displays the list of options NoTE FE stands for Format Error indicating the initialization was cleared or that you are in the boot level PLEASE INITIALIZE OR CALL HELP FE RESTART MERCHANT PROGRAMMING PROGRAM LOAD CLEAR PAGE MEMORY MAINTENANCE FUNCTIONS FAST LOAD VPWNHO ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Deleting the Current Software Application at the Terminal Boot Level To delete the current software application you must first access the terminal boot level Follow the procedures on pages 1 10 and 1 11 to access the boot level then perform this procedure Table 1 1 Screen 1 for the terminal application level Previous action Terminal display If the terminal initialization was cleared the terminal displays Please Initialize Please Initialize Initialize
42. ting upward on the printer access cover tabs Printer access cover Printer access cover tab Figure 1 3 Open printer access cover 940331 002 rev A Hypercom Corporation 1 29 Chapter 1 4 Turn the manual feed wheel to remove any printer paper still in the printer Tension release lever Manual feed wheel Figure 1 4 Open paper door 5 Lift the tension release arm placing it in the upward locked position 6 Lift and hold the paper cutter mechanism to gain access to the printer Figure 1 5 Lift paper cutter 7 Turn the manual feed wheel again to remove any remaining paper 8 Return the paper cutter mechanism and tension arm lever to their original position 9 Close the printer cover 10 Reconnect the power cable 11 Continue by reloading the printer paper See Reloading Printer Paper on page 1 31 1 30 ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Reloading Printer Paper To properly install the printer paper read the following steps carefully NOTE You can also access this function by Merchant Functions 1 5 and pressing or touching Enter 1 Step by Step To load printer paper 1 Place the paper roll into the printer paper holder making sure the printer paper feeds from under the roll not over the top and has a straight line path into the printer paper feed mechanism Figure 1 6 ICE 5700 printer paper installation
43. tion Terminal response 1 Touch Press Here for Menu on the terminal display MAIN X NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen Bere Terminal touch on the terminal display for additional Cashier Tab menu options Setup Tests 2 Touch Tests on the terminal display TESTS x Host Display Keyboard PIN Pad Printer Card Reader Smart Card 3 Touch PIN Pad on the terminal display PIN PAD PIN Pad Test Auto detecting PIN pad type The terminal initiates an auto detection of the PIN pad type for 30 seconds PIN PAD PIN Pad test Passed The terminal displays a message that it passed and then displays the Idle prompt If the terminal fails the test please contact your Client Services manager 1 24 ICE Series Troubleshooting Manual 940331 002 rev A Equipment Information Performing a Card Reader Test Use this function to enable the card reader test and to display track 1 and track 2 data NOTE You can also access this function by Merchant Functions 8 9 and pressing or touching Enter Step by Step To perform a card reader test Step Action Terminal response 1 Touch Press Here for Menu on the terminal display MAIN x NOTE The Idle prompt may vary depending on the terminal and its configuration New Trans Batch If the option you want is not on this screen
44. ure proper testing and handling of the POS terminals NOTE The terminal response is based on the ICE 6500 terminal The screens may vary slightly if you are using an ICE 5500 or 5700 terminal General Safety Precautions This section describes general safety precautions that must be followed to ensure proper installation and maintenance of the POS product family CAUTION Electrical Safety Observe all normal electrical safety practices when operating any equipment attached to an active power source Authorized Service Only a Hypercom authorized service technician or an authorized repair station can perform equipment servicing adjustment maintenance or repairs on the POS products Electrostatic Damage Before performing any maintenance on POS products ensure that you wear a static strap and are grounded to the product To ensure protection of the telecommunications port against lightning damage this product requires connection to the building protective earthing Therefore the integrity of protective earthing must be ensured Use only the Hypercom provided power supply and power cord Ensure that a suitable power source supplies power when the terminal is connected to the telephone line Chapter 1 i WARNING Electromagnetic Compatibility This is a Class A product In a domestic environment this product may cause radio interference in which case the user may be required to take appropriate measures
45. vel 1 13 Configuring a Terminal for an Application 1 14 Loading a Terminal with Software 2 4 1 16 Initializing a Terminal for a Parameter Download 1 17 SEO ae ARA AAA ae a ed eee ee Rte 1 17 SA 1 18 Changing Settings in the Terminal Boot 4 1 19 940331 002 rev A Hypercom Corporation vii Table of Contents RESERUNCI NS A AAA AA A ee ee eo A 1 22 Performing a Keyboard 2 4 4 1 22 Performing a Display Testo 2 A A RE ia 1 23 Performing a PIN Pad Testi ii a Raed ea RR 1 24 Performing a Card Reader Test o ooooocoococ teens 1 25 Performing a Printer Test aviva ea A e ee 1 26 Turning the Printer or 4 1 28 Glearing Printer Paper Jams A EN ee HA 1 29 Reloading Printer Paper eh ma a ee he 1 31 Chapter 2 Error Messages Please Try Again CE cocida Be Hk nen 2
46. y the information in the PABX field Does the merchant need a 9 or an 8 to dial out Does the merchant have call waiting that is 1170 in the PABX field to block calls Does the merchant need a pause before starting the dial strings NOTE The letter B equals a 1 5 second pause Verify that the terminal is dialing the correct phone number Verify that the phone line is plugged into the LINE port Ask the merchant if the phone system has changed recently Verify that the line is analog and not digital Check to see if there are any long distance blocks or 800 blocks on the phone line Instruct the merchant to plug a telephone into the line and verify that the line is working properly 2 Please Try Again TO Time Out TO indicates the terminal made a connection but it timed out because it received no reply from the host The following is a list of options to clear the error message Verify that the merchant is active staged at the host Verify that the merchant number is correct in Term Master Verify that the terminal ID is correct in Term Master Verify that the modem mode is correct Term Master Increase the host response field in Term Master from 30 to 45 seconds Please Try Again LC This error message indicates the terminal lost communications LC The following is a list of options to clear the error message Verify that the modem modes are set correctly in Term Mast

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