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.
Issue: Preset Not Allowed displays for only one Pump or All Pumps.
Action:
Check the status of all pumps.
Clear all fuel positions (FPs) to Idle.
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.
Initialize Fuel:
CSR Functions > Fuel Manager Menu > 1. Initialize Fuel
Issue: Pump Auth Fail
Action:
Ensure Fuel Site Pause is not active.
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.
If anything was corrected, run Initialize Fuel:
CSR Functions > Fuel Manager Menu > 1. Initialize Fuel
Run a small test Prepay on an impacted pump to confirm normal operation.
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:
Confirm which pumps are Offline.
Check the Offline pumps:
Look for Price Per Gallon (PPG) and DCR screen activity.
No PPG display usually means no power to the dispenser.
Verify the Emergency Stop has not been pressed.
If pressed, ensure the button is fully released (not still compressed).
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.
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.
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:
Confirm how many FPs are impacted.
Confirm if it affects specific grades only or all grades.
Verify the site is not out of Fuel or waiting on delivery.
Confirm the impacted pumps are not Offline/greyed out.
If pumps are Offline, troubleshoot Pumps Offline first.
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.
Changing Fuel Prices from POS
Action:
Touch CSR Function > Fuel Manager > Fuel Price Configuration.
Select a Product in Fuel Price configuration list.
Select a price level (example: Cash or Credit).
Key the new price and touch OK.
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
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).
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