Pinpad Hardware Troubleshooting
Troubleshoot your Verifone Pinpad (EMV chip, mag swipe, NFC/tap, touchscreen). Run hardware tests and choose reboot/config steps vs VASC replacement/helpdesk.
Pinpad Hardware Troubleshooting
Jump to the symptom:
Pinpad Hardware Tests
Run the Hardware test at least 3 times to get a good sample.
If you run a test 3 times:
2 or 3 failures(>50%) → likely a Hardware issue. Plan to replace the device.
0 or 1 failure(49% or ) → likely a Software/Configuration issue. Contact the helpdesk for next steps Via Chat or Phone at 1-800-837-4366
Issue: Chip Insert not working
Use this when:
The card won’t insert fully.
The card inserts, but the chip won’t read.
Chip Card Hardware Test:
If the Hardware Test result in the Customer column shows "Pass" or "Successful", it means the test is successful. Upon success, proceed with the following steps:
Complete Card Table Download (Trigger pull).
Test a Chip insert transaction.
If the Transaction is Successful, monitor.
If the Transaction Fails, follow the steps given below to resolve the issue:
Ensure the Pinpad software is up-to-date by performing the following steps.
Compare your Pinpad's version to the latest versions at Verifone Software Updates
If outdated, contact a VASC Technician for a Pinpad software update.
If the Pinpad has current version and the issue continues after following the above steps, contact Helpdesk via Chat or call 1-800-837-4366.
If the Hardware Test result in the Customer column is not "Pass" or "Successful," it indicates a hardware failure. Please contact a VASC Technician to inspect the Pinpad's EMV Insert slot.
Issue: Swipe not working
Use this when the Pinpad won’t read mag stripe swipes.
Magnetic Swipe Hardware Test
If both Track 1 and Track 2 display “Good” during the Swipe Hardware Test, this indicates a successful test. Upon success, follow the steps given below:
Complete Card Table Download (Trigger pull).
Test a Swipe transaction.
If the Transaction is Successful, monitor.
If the Transaction Fails, follow the steps given below to resolve the issue:
Ensure the Pinpad software is up-to-date by performing the following steps.
Compare your Pinpad's version to the latest versions at Verifone Software Updates
If outdated, contact a VASC Technician for a Pinpad software update.
If the Pinpad has current version and the issue continues after following the above steps, contact Helpdesk via Chat or call 1-800-837-4366.
If the Hardware Test shows Track 1 and Track 2 as Bad, it indicates a hardware failure. Please contact a VASC Technician to inspect the Pinpad's Magnetic Stripe Reader.
Issue: Contactless / NFC not working
Use this when Tap-to-Pay/Contactless transaction is failing or not detected.
Contactless Reader Hardware Test
If the Hardware Test result on the Pinpad screen shows "DataCount" as a number or "Test Success", it means the test is successful. Upon success, proceed with the following steps:
Complete Card Table Download (Trigger pull).
Test a contactless transaction.
If the Transaction is Successful, monitor.
If the Transaction Fails, follow the steps given below to resolve the issue:
Ensure the Pinpad software is up-to-date by performing the following steps.
Compare your Pinpad's version to the latest versions at Verifone Software Updates
If outdated, contact a VASC Technician for a Pinpad software update.
If the Pinpad has current version and the issue continues after following the above steps, contact Helpdesk via Chat or call 1-800-837-4366.
If the Hardware Test result on the Pinpad screen shows "TIMEOUT" or "Test Failed", it indicates hardware failure. Contact a VASC Technician to inspect the contactless/NFC reader.
Issue: Touchscreen not working
Use this when the Pinpad screen doesn’t respond to touch.
Touchscreen Hardware Test
If the Pinpad does not respond to the above steps at all, please reboot/powercycle the Pinpad via the below steps.
If site has separate power and ethernet cables disconnect the power.
If site has single black cable trace it to multiport adapter and disconnect power cable
Wait 2 minutes and reconnect power. After Reboot, perform the Touchscreen Hardware Test again.
If the with each touch, the coordinates display on Pinpad screen, it indicates the Hardware test is successful. Upon success, proceed with the following steps:
Test touch on Pinpad.
If touch works successfully, monitor.
If Pinpad still fails to respond to the touch, follow the steps given below to resolve the issue:
Ensure the Pinpad software is up-to-date by performing the following steps.
Compare your Pinpad's version to the latest versions at Verifone Software Updates
If outdated, contact a VASC Technician for a Pinpad software update.
If the Pinpad has current version and the issue continues after following the above steps, contact Helpdesk via Chat or call 1-800-837-4366.
If still failing to respond to Touch, indicates a Hardware Failure. Contact a VASC Technician for replacement.
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