General Pinpad Troubleshooting

Notice to Customers: MX8xx units are current End of Life - Customers should upgrade to an MX9xx or MX4xx series Pinpad if their Commander is operating on software Base 49 or higher.

Common Issues Resolved by Rebooting:

• Receiving the error “Invalid Memory/ Invalid MKEY”.

• Receiving the error “Transaction Not Allowed”.

• The Pinpad displaying random characters on the screen.

• Receiving the error “Packet/Pinpad Error”.

• Pinpad being unresponsive.

• Receiving the errors “Entering Pin / Bad Pinpad / Connect Pinpad / No Pinpad / Bad Pin Response”.

• Receiving the error “No Certificate Found”.

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To Reboot your Pinpad, please follow the instructions below.

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Maintenance Required UAT/UT

What this means and what action is required?

If your Pinpad displays the error "Maintenance Required UAT/UT," it is experiencing a "tamper" error, indicating a hardware issue. This typically results from mishandling, such as dropping the Pinpad, attempting to clean the interior of the device, or trying to open the device, etc. These errors will require that a VASC Technician is contacted to replace the device.

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LCD Cracked / Physical Damage to Pinpad

What to do?

Any physical damage to the Pinpad will require a VASC Technician to replace the device.

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Pinpad Screen Displaying “Welcome”, “Unable to log in to EPS”, or freezing:

The above error indicates that your Pinpad is not communicating with your POS/register. Follow the troubleshooting steps below to fix the issue.

If at any point during troubleshooting the Pinpad returns to normal (displaying site or brand name), you do not need to proceed further.

1

Register Log Out/In:

• Log out of the register/POS, then log back in and verify if the Pinpad is functioning normally.

2

Pinpad Reboot:

• Reboot the Pinpad.

• Once the Pinpad returns to Welcome screen, log out and log back in to the register/POS again.

• Check if the Pinpad is working normally.

3

Check the Pinpad cables (power + ethernet)

Look at the back of the Pinpad.

• Single Black cable: Follow it to the Multiport Adapter where both the power and ethernet cables are connected.

• Two cables: These are the power and ethernet cables connected directly to the Pinpad.

Reseat both connections. Make sure the ethernet clicks into place.

4

Before performing Initialize EMV/POP Init on indoor Pinpad, confirm:

• Register is clear of Active sale.

This prevents Initialization errors and sale discrepancies.

5

Run Diagnostic POP Init on POS/Register:

• Go to CSR Function > Network Menu > Diagnostic POP Init on the POS. Check for a Success message and confirm if the Pinpad is working normally.

6

Initialize the Pinpad (EMV Initialization)

Using POS

1

Open EMV initialization

Go to CSR FUNC > Configuration Manager.

Log in with your Manager account.

Navigate to:

Payment Controller > EPS Configuration > EPS Global Configuration > EMV Initialization

EMV initialization (EPS Global Configuration)

2

Select all pinpads

Use Add All and move every device from Available POP List to Selected POP List.

After selecting Add All

3

Save changes (OTP required)

Select Save.

Save on the EMV initialization screen

When prompted, enter the one-time password (OTP).

Get the OTP using either method:

1. Select Generate OTP (right side). The OTP flashes on the Commander display in place of A9.

2. Or go to CSR FUNC > Maintenance > 10. Generate Config OTP.

OTP prompt after saving

4

Refresh configuration and restart POS sessions

Select Tools > Refresh Configuration.

Log out of all registers/POS.

Log back in.

Using BO PC

7

Verify Pinpad software version

• Verify the impacted Pinpad is on the most updated version by performing the steps given below:

8

Compare your Pinpad version

Compare your Pinpad's version with the latest version available at

https://verifone.cloud/docs/petroleum-c-store-customer-documentation/software-updates-vrsd/current-vrsd-production

9

If out of date

If your Pinpad version is out of date according to the list above, a VASC Technician will need to be contacted to have the Pinpad software updated.

10

If up to date and issue persists

If your Pinpad is updated and you've followed the steps given above, but the issue persists, please contact the Helpdesk:

Need assistance? Contact Verifone Helpdesk at anytime.

• Use our Chat platform

• Or call 1.800.VERIFONE (837.4366)

Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.