VX 820Duet – How do I fix a Comms Error?

By June 29, 2018 April 10th, 2019 Uncategorized

If your EFTPOS terminal or receipt shows a Comms Error for a transaction, settlement, or logon it means that the terminal is unable to connect to the payment network.

Depending on what communications method your terminal uses there are different ways to find the cause for this and resolve it.

Ethernet

If your terminal is set to Ethernet, there will be an icon on the screen like this Ethernet OK if it is working correctly and Ethernet Not OK if something is wrong.

If the icon is grey, select LOGON from the menu. If this says Approved your terminal is ready to go.

If the icon is red check the following:

  • Reboot your EFTPOS terminal by removing the power cord from the side of the base unit
    • Turn the power cord down to unlock it, pull it out, wait five seconds, plug it back in, then turn it up to lock it in place
  • Is your internet connection working?
    • If you have a computer or smart phone on the same network as your EFTPOS terminal, try doing a web search or opening an app to check if you’re connected to the internet
  • Check that the Ethernet cable is connected from the ETH port on the back of the base of your terminal to one of the LAN ports on your broadband modem or network device
    • LAN ports on a modem are often numbered and coloured yellow
  • Reboot your broadband modem
    • Please check with anyone else who might be using the internet at the time!

If you’re unsure how to check the cables, reboot your modem, or can’t check if your internet connection is working please contact your Internet Service Provider (ISP) for assistance.

To change from Ethernet to Dial-Up

If your internet connection is down but you have a phone line available, you may be able to connect your EFTPOS terminal to this instead.

Connect a standard telephone cord from your phone jack on the wall to the port with the phone symbol on the base of your terminal.

To change the comms method on the terminal:

  • Menu
  • Utility
  • Network
  • Ethernet
  • Disable

Then:

  • Menu
  • Utility
  • Network
  • Dial-Up
  • Enable

You should now see the icon on the screen instead of Ethernet OK.

Select Logon from the menu to check if this is working.

If you think your internet connection may be unavailable for a longer time due to maintenance work or similar, please get in touch – we may be able to offer an alternate solution to keep your EFTPOS solution up and running.

Dial-Up

If your terminal is set to Dial-Up there will be an icon on the screen like this if it is working correctly and if something is wrong.

If the icon is grey, select LOGON from the menu. If this says Approved your terminal is ready to go.

If the icon is red check the following:

  • Reboot your EFTPOS terminal by removing the power cord from the side of the base unit
    • Turn the power cord down to unlock it, pull it out, wait five seconds, plug it back in, then turn it up to lock it in place
  • Is your EFTPOS terminal’s telephone line working?
    • If you have a telephone that is sharing the same phone line check for a normal dial-tone on the line
    • If the phone line isn’t working, you will need to contact your telephone provider
  • If your terminal has its own dedicated phone line, try plugging a telephone into the wall jack to check for a dial-tone
  • Check that a standard phone cable is connected from the phone port on the back of the base of the terminal to a phone jack on the wall

If neither of these communications options are available, please contact our 24/7 Technical Support team and we will try to assist you further.