Hypercom ICE 5700, ICE 6500, ICE 5500 User Manual

ICE Series

Troubleshooting Manual

SPOS Version 05B

For ICE 5500, 5700, and 6500 Terminals

Date: July, 20-2001

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5(1 %

Table of Contents

Who Should Use This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi How This Book Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi Guide Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi

Chapter 1 Equipment Information

General Safety Precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

EPROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Custom Maintenance Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Requesting Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Terminal Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Clearing Reversals, Batches, and Initializations at the Application Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

Clearing Reversals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 Clearing a Batch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Clearing the Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Clearing Reversals, Batches, or Everything at the Application Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8 Accessing the Terminal Boot Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 ICE 5500 and 5700 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 Procedure #1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 Procedure #2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10 ICE 6500 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11 Procedure #1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11 Procedure #2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-12

Deleting the Current Software Application at the Terminal Boot Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-13 Configuring a Terminal for an Application Download . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-14 Loading a Terminal with Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-16 Initializing a Terminal for a Parameter Download . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-17 Screen 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-17 Screen 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-18 Changing Settings in the Terminal Boot Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-19

940331-002, rev. A

Hypercom Corporation

vii

Table of Contents

Test Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-22 Performing a Keyboard Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-22 Performing a Display Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-23 Performing a PIN Pad Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-24 Performing a Card Reader Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-25 Performing a Printer Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-26 Turning the Printer On or Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-28

Clearing Printer Paper Jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-29

Reloading Printer Paper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-31

Chapter 2 Error Messages

Please Try Again (CE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Please Try Again (TO) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Please Try Again (LC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Error Call Help (SE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Invalid Transaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Line Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Replace Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 NO COMMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Unsupported Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 ERROR—Wrong Trans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Before Loading or Initializing a Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

Please Initialize or Call Help (FE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 Please Initialize or Call Help (PE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 Host Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

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ICE Terminal HyperWare Troubleshooting Manual

940331-002, rev. A

List of Figures

Chapter 1	Equipment Information
Figure 1-1. Printer sample receipt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .		1-27
Figure 1-2. Printer paper door open . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .		1-29
Figure 1-3. Open printer access cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .		1-29
Figure 1-4.	Open paper door . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	1-30
Figure 1-5.	Lift paper cutter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	1-30
Figure 1-6.	ICE 5700 printer paper installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	1-31

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Introduction

The ICE Series Troubleshooting Manual is a comprehensive guide to troubleshooting Hypercom® ICE terminals using the Hypercom SPOS software.

The ICE terminals support traditional terminal functions as well as PIN pad and electronic receipt capture (ERC) functionality. The ICE family employs a modular concept. With the printer and modem module attached, it becomes a fully functional terminal and PIN pad.

The ICE Series of terminals discussed in this manual are the ICE 5500, 5700, and 6500.

Who Should Use This Book

This document is intended for Help Desk staff to assist Hypercom customers in troubleshooting and diagnosing specific issues. It contains troubleshooting material recommended solely for Help Desk staff.

How This Book Is Organized

The book is divided into the following chapters:

n

n

Chapter 1, Equipment Information: descriptions for troubleshooting hardware

Chapter 2, Error Messages: descriptions for troubleshooting error messages

Guide Conventions

This section provides information to help you understand the procedures and concepts presented in this guide. The following special terms and style conventions are used throughout this document:

Component names: Special bold text highlights certain items including the names of window and dialog box components. This text appears in instructions for specific actions such as clicking buttons, typing in text boxes, and selecting from lists. For example:

From the Main tab page of the Group Definition dialog box, click List.

Emphasis: Emphasis is indicated by indented text. For example:

NOTE: A note contains neutral or positive information supplementing the main text. It is often information that applies only to special cases.

IMPORTANT: Important statements draw attention to information crucial to using the product successfully. Pay special attention to Important statements.

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Introduction

Procedures: Numbered procedures have a special graphic appearing in the margin of the text. The words Step-by-Step also appear in bold at the beginning of the procedure. For example:

Step-by-Step

To perform a procedure:

1.Follow the steps outlined in the procedure.

2.Most procedures have at least two steps.

a.This is a substep.

b.Substeps must be completed in the order given.

Step	Action	Terminal response
1	Follow the steps outlined in the procedure.
2	Most procedures have at least two steps.

Clicking with the mouse: This document assumes you are using a mouse or some other pointing device to move within and among windows and dialog boxes. Therefore, when instructions include clicking an item, it means you use the mouse to move the cursor onto the desired item. You then click the mouse button to highlight the item or cause an action to occur. For example:

Click the Totals check box to activate the online totals feature.

Series of actions: The greater-than sign (>) appears in procedures indicating a series of simple, related actions using the mouse pointer. The resulting action typically starts a utility or opens a dialog box. For example:

From the Term-Master main menu, click Network > Definitions.

Caution and Warning boxes: When you see a Caution or Warning message, read the information promptly and carefully before proceeding. The formats for the boxes follows.

CAUTION

Caution advises that a negative result such as a loss of data may occur.

WARNING

Warnings provide information that is essential to the safety of the user, the equipment, or both. Failure to do as instructed may result in physical damage.

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Equipment Information

This section describes important information on the application, initialization, custom maintenance, repairs, configuration, test functions, and printer issues for these ICE terminals. Read each section to ensure proper testing and handling of the POS terminals.

NOTE: The terminal response is based on the ICE 6500 terminal. The screens may vary slightly if you are using an ICE 5500 or 5700 terminal.

General Safety Precautions

This section describes general safety precautions that must be followed to ensure proper installation and maintenance of the POS product family.

CAUTION

Electrical Safety: Observe all normal electrical safety practices when operating any equipment attached to an active power source.

Authorized Service: Only a Hypercom authorized service technician or an authorized repair station can perform equipment servicing, adjustment, maintenance, or repairs on the POS products.

Electrostatic Damage: Before performing any maintenance on POS products, ensure that you wear a static strap and are grounded to the product.

To ensure protection of the telecommunications port against lightning damage, this product requires connection to the building protective earthing. Therefore, the integrity of protective earthing must be ensured. Use only the Hypercom-provided power supply and power cord. Ensure that a suitable power source supplies power when the terminal is connected to the telephone line.

Chapter 1

WARNING

Electromagnetic Compatibility: This is a Class A product. In a domestic environment, this product may cause radio interference, in which case the user may be required to take appropriate measures.

Danger of explosion: If the battery is installed incorrectly, it could explode. Replace only with the same or equivalent type recommended by the manufacturer. Dispose of used batteries according to manufacturer instructions.

EPROM

The following lists the current EPROM releases for the appropriate ICE terminals at the time of this publication:

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n

n

ICE 5500	EPROM release: T5KBOOT415
ICE 5700	EPROM release: T5KBOOT415
ICE 6500	EPROM release: TK5BOOT407

Applications

Please contact your Hypercom Client Services Representative for a list of the applications your company supports.

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Equipment Information

Initialization

The initialization is the personality of the terminal and contains merchant-specific information. Examples include the merchant name and address, card types the merchant accepts, offline options, and phone numbers to dial for authorization and settlement.

Maintaining the specific initialization on Term-Master establishes control for the Hypercom customer to prevent other organizations from tampering with or changing information at the terminal level.

Custom Maintenance Password

A six-digit custom maintenance password is required on some terminals to perform certain functions such as terminal setup, initialization, and supervisor functions. You can load this password to the terminal through a terminal initialization. However, if the program is tampered with, downloads with a different software application is required before you can download and initialize the terminal again.

Please contact Hypercom Client Services for procedures to disable the maintenance password.

NOTE: A minimum of two full downloads may be necessary to resolve this issue.

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Chapter 1

Requesting Repairs

Hypercom has the following warranties on equipment:

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Five years for terminals One year for peripherals

Step-by-Step

To request repairs:

1.Call the Hypercom POS Terminal Services Department at 800.584.1876 for a Return Merchandise Authorization (RMA) number.

2.Provide written information about the problem or the results of diagnostic testing. This information must accompany each piece of equipment to help expedite the repair.

3.If the equipment is to be returned to a different address, please include this information in the shipment.

4.Pack the equipment.

5.Write the RMA number on the enclosed paperwork and on the outside of the box.

6.Ship the equipment to:

Hypercom Corporation

Attn: POS Terminal Services 2851 West Kathleen Road Phoenix, AZ 85053

Terminal Memory

The Hypercom ICE terminals have the following standard terminal memory:

Terminal Type	Standard memory
ICE 5500	1.5 Meg
ICE 5700	1.5 Meg
ICE 6500	2.0 Meg

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Equipment Information

Clearing Reversals, Batches, and Initializations at the

Application Level

Before loading a new application into a terminal, you must clear all reversals, batches, and the initialization individually by using the Supervisor option at the application level.

NOTE: There are two ways to accomplish this, follow the steps on pages 1-5 through 1-7, or follow the steps on pages 1-8 through 1-9.

Clearing Reversals

Use the following steps to clear reversals.

Step-by-Step

To clear reversals:

Step	Action	Terminal response
1	Touch Press Here for Menu on the terminal display.	0$,1		;
	NOTE: The Idle prompt may vary depending on the terminal and	1HZ 7UDQV		%DWFK
	its configuration.
	If the option you want is not on this screen, touch +	5HSRUWV	7HUPLQDO
		&DVKLHU		7DE
	on the terminal display for additional menu options
		6HWXS		7HVWV
2	Touch + to access the additional features.	0$,1		;
		%URZVHU	)XQFWLRQV
		6XSHUYLVRU
3	Touch Supervisor on the terminal display.		3$66:25'	;
		(QWHU SDVVZRUG		>ER[@
		$ % &	&OHDU	(QWHU
4	Type the supervisor password 028510, then touch Enter on	683(59,625		;
	the terminal display, or press ENTER on the terminal keyboard.	3ULQW		&OHDU
		$XWR 7HVW	$ 7HVW $QV
5	Touch Clear on the terminal display.	&/($5		;
		&OU ,QLW		%DWFK
		5HYHUVDOV		.H\V
6	Touch Reversals on the terminal display.	&203/(7(
		7UDQVDFWLRQ FRPSOHWH
		&RQWLQXH
7	Touch Continue on the terminal display. The transaction is
	complete. The terminal displays the Idle prompt.

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