WinTill :: Knowledge Base



Vx810 Card Terminal Troubleshooting

Vx810 and Ocius Sentinel Troubleshooting

N.B: As with any Till issues, you are advised to call the WinTill Support line as soon as the issue arises. Only a WinTill Engineer should perform the actions required to resolve the issue.

FAQ:

 

"Swipe Card" Only

The till is asking for the customer to Swipe Card instead of Insert or Swipe Card.

This can occur if the card terminal has gone into recovery mode. The terminal will go into recovery mode to prevent the terminal from breaking, for example, if there is a surge of static electricity generated from an inserted card. Confrimation of this can be found in the Ocius Sentinel log file by a line reading "PEDInESDRecoveryMode".

To resolve, the card terminal needs to be powered off completely. This can be done by either:

  • Shutting the till down completely, and then powering back on.
  • Shutting the till down completely, powering off till by the mains and then powering back on (N.B. if above doesn't work, which has only been an issue once).

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Cannot connect to EFT terminal.

If the till will not connect to the card terminal when Retry is pressed, it will be a problem with Ocius Sentinel not being able to communicate with the card terminal.

To resolve, exit the till software and open up Ocius Sentinel (it should be visible in the bottom left hand corner whenever there is an issue with Ocius Sentinel communicating with the card terminal).

Ocius Sentinel should display the current status.

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"Pinpad Not Connected" - If this is displayed, Ocius Sentinel cannot retrieve a ping command from the card terminal.

First, check the status on the card terminal screen. It should display the Ocius logo and "Ready" underneath, however, when Ocius Sentinel cannot "see" it the card terminal usually reads either "Disconnected" or the version number underneath.

This has been known to happen when there has been a power cut. To resolve, try the following

  • Shutting the till down completely, and then powering back on.
  • Shutting the till down completely, powering off till by the mains and then powering back on (N.B. if above doesn't work).

This can also happen when setting up the card terminal for the first time. In this case, the card terminal needs unplugging from the till and plugging back in.

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"Waiting for Pinpad to Reboot..." - This is an issue on Toshiba tills. Epson tills usually get a response back from the pinpad once it has finished rebooting. Toshiba however does not. Rebooting the till after the terminal has finished rebooting fixes this issue. This message is displayed after a new download has taken place and the pinpad needs to reboot.

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"RAM CHKSUM ERROR" - If the card terminal is displaying the following error message then you need to contact Commidea to arrange a replacement terminal to be swapped out. The card terminal is unusable.

RAM CHKSUM ERROR G1
DELETE F2
CLEAR ALL RAM F3
IGNORE F4

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"Please Wait" - If the card terminal is displaying the following error message then the card terminal has 'crashed'.

Should this issue arise, Ocius Sentinel will eventually time out and void the transaction, which will pass a "Void transaction" message to the Retail Sales Entry screen. Once this has been done, void or suspend the transaction. The card terminal needs to be powered off, which can be done in one of the following ways:

  • Shutting the till down completely, and then powering back on.
  • Shutting the till down completely, powering off till by the mains and then powering back on (N.B. if above doesn't work).

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"Unable to read card" - If the card terminal is displaying the following error message then the card terminal has 'crashed'.

Should this issue arise, Ocius Sentinel has in effect 'crashed' and no response is received from WinTill. Void the transaction and exit WinTill. The card terminal needs to be powered off, which can be done in one of the following ways:

  • Shutting the till down completely, and then powering back on.
  • Shutting the till down completely, powering off till by the mains and then powering back on (N.B. if above doesn't work).

Statement from Verifone:

Looking through the logs the terminal suffered from:

Display Data 0: An Unrecoverable Chip Error Has Occurred

Essentially the PED detected a potential Electrostatic discharge strike and had to disable the chip reader to prevent damage to itself. The only thing which can be done is to restart the device to re-enable to chip reader.

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Article Details

Last Updated
14th of August, 2013

Reference Release
1.5

Module ID
697

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