Common errors2.docx

**IMPORTANT** the first option is to reboot for all scenarios (make sure you have the TID on hand once rebooting incase the machine doesn’t turn on) In order for a machine to turn on after losing charge or changing battery, the battery should at least reach 5% charge If the machine, freezes Soluti...

**IMPORTANT** the first option is to reboot for all scenarios (make sure you have the TID on hand once rebooting incase the machine doesn’t turn on) In order for a machine to turn on after losing charge or changing battery, the battery should at least reach 5% charge If the machine, freezes Solution: reboot by clicking the yellow button and the period symbol which is locate under the #9 Mandatory System Check in progress Solution: Once it remains at that screen- kindly remove battery and verify if any buttons are stuck before inserting battery again. Once you have confirmed that no button is stuck, reboot (off) Please note that machine’s charger should be disconnected since if it’s connected, it won’t reboot. If the machine is placed to charge but it loses charge instead of gaining Solution: battery, replace charger or last option is to replace machine If it’s not picking up WIFI/other Solution: Option 1- reboot by selecting yellow button and the period symbol which is located under #9 (once this option doesn’t work, proceed with option 2) Option 2- Remove battery- machine has to be on since it will restart Option 3- confirm that modem is working (if internet was paid as well) Chip/Card not being read Solution: Step 1- Confirm if we are not accepting certain bins (AMEX-34) Step 2- If we are not experiencing any acceptance issue- it would be the issuer bank (Cardholder’s bank) Or Swipe card fallback- Solutions: Let them retry since at the moment chip could have been dirty. Fallback means that they have other options of swiping or tapping. Once they use the other options then, the transaction will continue and will only appear once in FBE since it was paused because chip couldn’t be read. Once they clean the machine and card and it still doesn’t work, replace machine. Alert Irruption Solution: Machine needs to be replaced Issuer Time out Solution: system down- try again the transaction (within 5 minutes) Error Call help SE when trying to process refund Solution: review system since onboarding is not accurate Manual Transaction error when trying to input a card manually- can be three reasons: Card is restricted to only card present Incomplete/wrong CC # (Manual entry not permitted will display) Merchant doesn’t have the offline feature DOUBLE CHARGE- once machine has been settled you process a refund Print rep and confirm refund is executed from same TID that the charge was conducted Settle the machine after the refund If it’s an amex #- you need to inform miss flor so she can find it in SQL- provide her with FE Utrnno located in SMVFE date and amount. Once printing and doesn’t print but makes noise Solution: feed the machine/ clean it If the roller is broken- Solution: change that section If the machine still doesn’t print Solution: replace the machine No Closed soc slot (means all machines not working) - the line/link between processor (Evertec) are down (4:00pm temporary lines are down due to batches runs)