> For the complete documentation index, see [llms.txt](https://commanderhelp.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://commanderhelp.verifone.com/fuel-dcr-help/fuel-dcr-help/fuel-dispenser-help/dispenser-troubleshooting-guides.md).

# Dispenser Troubleshooting Guides

{% hint style="warning" %}
If the issue started after **Auto End of Day (AEOD)**, see [**Preset Not Allowed after AEOD**](/fuel-dcr-help/fuel-dcr-help/fuel-dispenser-help/preset-not-allowed-after-aeod.md).
{% endhint %}

<details>

<summary><strong>Also Called:</strong></summary>

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.

</details>

### **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**.

4. Initialize Fuel:

<p align="center"><kbd>CSR Functions</kbd> > <kbd>Fuel Manager Menu</kbd> > <kbd>1. Initialize Fuel</kbd></p>

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/hkx01q9YtiTcfdXnJ7pj" alt="" width="563"><figcaption></figcaption></figure>

***

### **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**.

3. If anything was corrected, run **Initialize Fuel**:

<p align="center"><kbd>CSR Functions</kbd> > <kbd>Fuel Manager Menu</kbd> > <kbd>1. Initialize Fuel</kbd></p>

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/hkx01q9YtiTcfdXnJ7pj" alt="" width="563"><figcaption></figcaption></figure>

4. 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:**

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.

***

### 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**](#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.

***

### Changing Fuel Prices from POS

**Action:**

1. Touch <kbd>CSR Function</kbd> > <kbd>Fuel Manager</kbd> > <kbd>Fuel Price Configuration</kbd>.

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/iTkHAuXL3Rkt6zE8jisR" alt="" width="563"><figcaption></figcaption></figure>

2. Select a Product in Fuel Price configuration list.

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/et8zd2Re1uVrHoRq5OSE" alt="" width="563"><figcaption></figcaption></figure>

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

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/VghyM2R64wNbvqfJdqBz" alt="" width="563"><figcaption></figcaption></figure>

2. Key the new price and touch <kbd>OK</kbd>.

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/b4LcVq7IE5EL8eUGJ0Hp" alt="" width="563"><figcaption></figcaption></figure>

2. Do one of the following:

* Touch <kbd>Previous Menu</kbd> twice to return to the <kbd>Fuel Price Configuration</kbd> list

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/pI1rsB4wQd2xlsrn4dN6" alt="" width="563"><figcaption></figcaption></figure>

* Touch <kbd>Save Changes</kbd> to return to the <kbd>Fuel Manager menu</kbd>

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/qfPpdCf9Rv8OWofu22lt" alt="" width="563"><figcaption></figcaption></figure>

2. Push the updated prices to dispensers.
   * Run <kbd>Download Fuel Prices</kbd> 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 <kbd>Initialize Fuel</kbd> (also sends updated prices).

<figure><img src="/spaces/dtHBE4sBYWDrDpKVowb5/files/NOI589A1xKMA7rtbUj79" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="info" %}
Fuel prices change at the **POS** first. Dispensers update only after **Fuel Prices Download** or **Initialize Fuel**.
{% endhint %}


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