Terminal error messages

By June 11, 2018 April 16th, 2019 Troubleshooting

Here are some common error messages you may see on your eftpos terminal and how to resolve them:

Tamper / RAM Checksum Error

This error indicates there is an issue with your eftpos terminal hardware. It can occur if the terminal experiences a power cut, power surge, is knocked or dropped too hard, or if any liquid gets inside the terminal. This error can also occur if the terminal’s case is opened – this is a security feature designed to protect your terminal from unwanted modification.

If you work in an environment where there is a chance that liquid may be spilled on the terminal we offer a Terminal PLUS service to help mitigate any potential repair costs.

Please contact our 24/7 Technical Support to arrange a replacement or repairs.

Card Reader not working

Reboot the eftpos terminal:

  • If you have a mobile terminal (VX 680 or VX 690) take it off the charging base and hold in the red X key until it shuts down. Hold in the green key until the screen turns on.
  • If you have a countertop terminal (VX 820 Duet or VX 520C) either unplug and re-plug the power cord from the base or just switch the power off at the wall. Wait five seconds then switch it back on.

Check that you or your customer has inserted or swiped the card correctly. We have swipe reader cleaning cards available for purchase from our Customer Services team.

If the issue persists please contact Technical Support.

Touch Screen not working

Reboot the terminal as above.

Clean the touch screen surface with an alcohol-based cleaning product and a clean, dry cloth.

Contact Technical Support for further assistance if the problem persists.

Blank Display

As with other errors try rebooting the terminal.

Check all the cabling is correctly connected. If you have a mobile terminal place the terminal on the charger base. If the battery level is critically low you will need to charge the terminal for at least half an hour before using it.

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Printing Errors

Reboot the terminal.

Check the correct size and type of thermal paper is loaded – the paper should be feeding from the underside of the roll with the shiny side (you can test this by marking the surface) facing the printer cutter {insert section from or link to installation of paper rolls}

Clean the printer head – this is the green strip below the printer cutter. Wipe along the strip with a clean, dry cloth. Remove any dust or paper scraps by blowing into the printer or use a can of compressed air.

If you have a mobile terminal the printer may stop working if the battery level is too low. Charge your terminal for at least half an hour and try again.

Contact Technical Support for further assistance.