Dispenser Troubleshooting Guides

Troubleshoot common fuel and dispenser/pump issues including pumps offline, auth failures, dispensing failures, fuel price updates, and AEOD-related preset issues.

If the issue started after Auto End of Day (AEOD), see Preset Not Allowed after AEOD.

Also Called:

Fuel/Dispenser issues, pump issues, fuel pump troubleshooting, dispenser offline, pump offline, Pump Auth Fail, fuel not dispensing, price change did not reach dispenser, Preset Not Allowed.

Search terms: dispenser troubleshooting, fuel troubleshooting, pump offline, offline pump, Pump Auth Fail, Preset Not Allowed, fuel not dispensing, change fuel prices, Initialize Fuel, Fuel Site Pause.

Issue: Preset Not Allowed displays for only one Pump or All Pumps.

Action:

1. Check the status of all pumps.

2. Clear all fuel positions (FPs) to Idle.

3. Ensure no Prepay, Post-pay, or DCR sales are set, in progress, or completing.

Before Initializing Fuel, confirm:

• All pumps/fueling positions are Idle and

• No Active transactions or customers at the pumps.

This prevents Initialization errors and stuck fuel sales.

1. Initialize Fuel:

CSR Functions > Fuel Manager Menu > 1. Initialize Fuel

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Issue: Pump Auth Fail

Action:

1. Ensure Fuel Site Pause is not active.

2. Check fuel prices:

• Ensure the Credit price is not lower than the Cash price.

Before Initializing Fuel, confirm:

• All pumps/fueling positions are Idle and

• No Active transactions or customers at the pumps.

This prevents Initialization errors and stuck fuel sales.

1. If anything was corrected, run Initialize Fuel:

CSR Functions > Fuel Manager Menu > 1. Initialize Fuel

1. Run a small test Prepay on an impacted pump to confirm normal operation.

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Pumps Offline

Offline Pump Causes

• Offline Pump(s) means the Commander is not communicating with one or more dispensers. On the register, the impacted pumps typically appear greyed out or unavailable. Common causes include a pressed Emergency Stop, no power at the dispenser, or a tripped breaker.

Action:

1. Confirm which pumps are Offline.

2. Check the Offline pumps:

   • Look for Price Per Gallon (PPG) and DCR screen activity.

   • No PPG display usually means no power to the dispenser.

3. Verify the Emergency Stop has not been pressed.

   • If pressed, ensure the button is fully released (not still compressed).

4. If Emergency Stop is released and power is still off, it may be caused by a Tripped Breaker.

   • Breaker checks/resets are the site’s responsibility.

5. If the steps above are confirmed and the pumps are still Offline, schedule an on-site pump technician.

   • On-site service is typically required to restore dispenser power/communications.

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Pumps Not Dispensing Fuel

Symptoms

• Pump is Online/available, but the dispenser won’t dispense.

• Nozzle lifted + grade selected, but no fuel dispenses.

• Sale resets to $0.00 then stops (often a dispenser-side fault).

• Impacts all pumps vs one pump/one grade only.

Action:

1. Confirm how many FPs are impacted.

2. Confirm if it affects specific grades only or all grades.

   • Verify the site is not out of Fuel or waiting on delivery.

3. Confirm the impacted pumps are not Offline/greyed out.

   • If pumps are Offline, troubleshoot Pumps Offline first.

4. At the dispenser, lift the nozzle and select a grade (or run a small test Prepay and watch the dispenser).

   • If the sale amount resets to zero but no fuel dispenses, this is typically a dispenser/hardware issue. A pump technician is required.

   • If the dispenser shows “Please pay inside / See cashier”, follow the site’s Poll Error / DCR communication troubleshooting.

   • If the sale amount does not reset to zero (no start), it could be a POS/fuel-controller(FCI) issue.

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Changing Fuel Prices from POS

Action:

1. Touch CSR Function > Fuel Manager > Fuel Price Configuration.

1. Select a Product in Fuel Price configuration list.

1. Select a price level (example: Cash or Credit).

1. Key the new price and touch OK.

1. Do one of the following:

• Touch Previous Menu twice to return to the Fuel Price Configuration list

• Touch Save Changes to return to the Fuel Manager menu

1. Push the updated prices to dispensers.

   • Run Download Fuel Prices if available.

Before Initializing Fuel, confirm:

• All pumps/fueling positions are Idle and

• No Active transactions or customers at the pumps.

This prevents Initialization errors and stuck fuel sales.

• Or run Initialize Fuel (also sends updated prices).

Fuel prices change at the POS first. Dispensers update only after Fuel Prices Download or Initialize Fuel.