VeriFone MX 800 Series Troubleshooting Guide download pdf (Page 11)

MX 800 SERIES TROUBLESHOOTING GUIDE 5

Transaction Fails

to Process

The following are the corrective steps to be taken if the terminal does not process

the transaction.

There are several possible reasons why the terminal may not be operating

correctly or processing transactions. To check the most likely causes, follow the

steps below.

Step 1: Check the

magnetic card

reader

1 Make sure that you are swiping cards correctly with the MX 800 Series

terminal. For the MX 800 Series terminal reader, the black, magnetic stripe

on the card should face down and towards the screen.

2 Perform a test transaction using several different magnetic stripe cards to

ensure that the problem is not a defective card.

3 Process a transaction manually using the screen instead of the card reader. If

the manual transaction works, the problem may be a defect in the card

reader. Contact your VeriFone distributor or service provider.

4 If the manual transaction does not work, proceed to Step 3: Check the cable

connections.

Step 2: Check the

smart card reader

1 Make sure you are inserting the cards correctly with the MX 800 Series

terminal smart card reader.

a The chip on the card should face up and inward.

b Insert the card into the slot in a smooth motion until it seats firmly.

c Leave the card in the card reader until the transaction completes.

Premature card removal will invalidate the transaction.

2 Perform a test transaction using several different smart cards to ensure that

the problem is not with the card.

3 Ensure any MSAM cards are correctly inserted and that the cardholders are

properly secured.

4 If the problem persists, contact your VeriFone distributor or service provider.

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VeriFone MX 800 Series Troubleshooting Guide Page 11