Troubleshooting

This section lists typical malfunctions that may occur while operating a Verifone P400 PIN pad and the appropriate corrective action. If the problem persists, even after performing the outlined guidelines, or if the problem is not described, contact the Verifone Helpdesk for assistance.

The Verifone P400 PIN pad uses a tamper-evident case and contains no user-serviceable parts. Do not, under any circumstance, attempt to disassemble the unit. Perform only those adjustments or repairs specified in this guide. For all other services, contact your local Verifone service provider. Service conducted by parties other than authorized Verifone representatives may void any warranty.

As a Secondary PIN Pad, Welcome Prompt Not Changing

If the P400 remains on the Welcome screen and does not respond after configuration, work through the following steps in order.

1

Verify Network Connectivity

PING the P400's IP address to confirm the device is reachable on the network. The correct zone to ping from depends on the site type:

• Standard locations - ping from within the Verifone Zone on the Verifone Commander Site Controller.
• Shell locations - ping from within the Shell EPS Zone, as the P400 communicates over the Shell network at these sites.

To verify connectivity:

• Open a command prompt on the appropriate server for your site type.
• Run: ping <P400 IP Address>.
• Confirm the device responds before continuing.

If the P400 does not respond to PING: verify all Ethernet cable connections, confirm the IP address configured in POP ID 065 matches the actual device IP, and confirm the device is powered on.

2

Confirm All Configurations Are Complete

Verify each of the following has been configured and saved:

• EPS Global Configuration > POP tab: Secondary POP ID 065 set with the correct P400 IP address, port 4000, TLS enabled.
• POS Configuration > IFSF tab: Secondary POP ID 065 is present, named, assigned a Lane ID, and Enabled is checked.
• IFSF Configuration fields are populated with the correct EPS IP address and port values.

3

Perform an EMV Initialization

Navigate to Configuration Client > Payment Controller > EPS Configuration > EPS Global Configuration > EMV Initialization and click Initialize.

4

Log Out and Back Into Sales Mode

Log out of Sales Mode at the POS and log back in to apply all configuration changes, then retest the PIN pad toggle.

If the PIN pad is still not responding after completing all four steps, contact the Verifone Helpdesk or VASC for further assistance.

Display Panel Does Not Work

Use the following steps to check the display panel:

1

Check cable connections

Check all the cable connections.

2

Check the AC outlet

Check the controlling device's AC outlet to be sure the outlet is supplying sufficient power. Substitute the controlling device's power pack with another power pack.

3

Reload the application

The controlling device's application program might not be loaded correctly. Download the application program and try again.

4

Contact the Helpdesk

If the problem persists, contact the Verifone Helpdesk.

Keypad Does Not Respond

Use the following steps to check the keypad:

1

Check the display panel

Check the display panel. If there are no characters, or the wrong characters are displayed, see Display Panel Does Not Work above.

2

Contact the Helpdesk

If the problem persists, contact your local Verifone Helpdesk.

Transactions Fail To Process

There are several possible reasons why the unit may not be processing transactions. Use the following steps to troubleshoot failures.

Check Magnetic Card Reader

• Perform a test transaction using one or more different magnetic stripe cards to ensure the problem is not a defective card.
• Ensure that you are swiping cards properly (see Magnetic Stripe Card Reader Use).
• Process a transaction manually using the keypad instead of the card reader. If the manual transaction works, the problem may be a defective card reader.
• If the problem persists, contact your local Verifone.

Check Smart Card Reader

• Perform a test transaction using several different smart cards to ensure the problem is not a defective card.
• Ensure that the card is inserted correctly (see Smart Card Reader Use).
• Ensure the MSAM cards are properly inserted in the slots and are properly secured (see MSAM/uSD Cards).
• If the problem persists, contact the Verifone Helpdesk.