PC-EFTPOS nab Reference Manual

Confidential Page 1 19/02/09
PC-EFTPOS
Reference Guide
Version 2.01
Eclipse
Confidential Page 2 19/02/09
Revision Record
Version
Date
Author
Document Preparation
Revisions
1.04
April 08
Richard Bolt
Richard Bolt
Document Update
2.01
Feb 09
Richard Bolt
Richard Bolt
Added Sagem Details
Copyright ©PC-EFTPOS Pty Ltd, 2008. This document contains information
proprietary to PC-EFTPOS Pty Ltd. Any reproduction, disclosure or
unauthorised use of this material is expressly prohibited except as may be
authorised by PC-EFTPOS Pty Ltd in writing.
1/9a Ponderosa Parade
Warriewood NSW 2102
Australia
Phone +61 2 9998 9800
Fax +61 2 9986 0530
www.pceftpos.com
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Table of Contents
Table of Contents ............................................................................................................................................... 3
PC-EFTPOS Contact Details ............................................................................................................................. 4
Introduction ........................................................................................................................................................ 4
Using PC-EFTPOS with a POS ......................................................................................................................... 5
NAB Specific Details ......................................................................................................................................... 5
Terminal Functionality Supported by NAB ....................................................................................................... 5
PC-EFTPOS Hardware Installation ................................................................................................................... 7
PC-EFTPOS Overview .................................................................................................................................... 11
Using the Internal Modem GPRS Modem ....................................................................................................... 12
Using the Internal Printer on the terminal ........................................................................................................ 12
PC-EFTPOS Software Installation .................................................................................................................. 13
Function Key Menus ........................................................................................................................................ 14
System Timeouts .............................................................................................................................................. 18
Argent Error Codes .......................................................................................................................................... 26
Trouble Shooting ............................................................................................................................................. 35
Trouble Shooting ............................................................................................................................................. 35
Who to Contact for Help .................................................................................................................................. 39
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PC-EFTPOS Contact Details
PC-EFTPOS office hours are Monday to Friday, 8:30am to 5:30pm EST.
PC-EFTPOS Reception: Phone (02) 9998 9800 PC-EFTPOS Website: http://www.pceftpos.com/ Software Release Website: http://www.pceftpos.com.au/files/releasecd/ Support Website: http://support.pceftpos.com/ General Enquiries Email: support@pceftpos.com.au
Introduction
The PC-EFTPOS terminal allows online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Bankcard, Visa and MasterCard), Charge Cards (American Express, Diners Club and JCB) and CUP cards (China UnionPay)
The features of PC-EFTPOS include:
Process Purchases, Cash out, Refunds Process Mail/Telephone Order Transactions Integrate to POS PSTN via additional modem, Argent AABP, GPRS communications
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Using PC-EFTPOS with a POS
When PC-EFTPOS is configured to be used with a POS, all the EFTPOS functionality is initiated through the POS. Consult your POS vendor on the operation of EFTPOS through your POS.
The terminal may be configured to internal communications mode, which offers communications via the internal GPRS modem. (Set Host Interface / Address in the PC-EFTPOS Client to NPT)
The terminal may be configured to internal print mode (Set Printer in the PC-EFTPOS Client to NPT)
NAB Specific Details
NAB help Desk Number: 1300 369 852 Requires both a terminal ID and merchant ID. The terminal ID is 6 digits and starts with a „B‟.
Letters are always in upper case.(e.g. BA1001). The merchant ID is 8 digits long and is referred to NAB as the “EB Number”.
Terminal Functionality Supported by NAB
EFTPOS Functionality:
Purchase
Cash Out
Refund
MOTO processing
Pre-Authorisation
Completion
Tipping
Training Mode
Balance Enquiry
Voucher Entry
Electronic Fallback (EFB)
EMV processing
Settlement Options
Settlement
Pre-Settlement
Last Settlement
Sub-Totals
Summary Totals
Shift Totals
Hardware Options:
Sagem Eclipse with Internal Printer & GPRS modem
TMS Support:
Via Sagem TMS, Internal GPRS only
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1.1 Before you start
Before you begin the installation of your Sagem Eclipse, you should ensure you have the following;
An NAB Integrated EFTPOS terminal An active Telstra SIM within the terminal A paper roll loaded in the terminal. A P66 modem, Argent, or PCEFTPOS Gateway connection. If the site is using a dial-up service (A
P66 is only required if the site is installing more than one EFTPOS terminal).
The latest PC-EFTPOS installation CD, (alternatively, latest software can be downloaded from our
website – www.pceftpos.com.au/files/releasecd )
Terminal and Merchant ID‟s (per lane) supplied by the bank, If the site is using an Argent Line instead of a P66 modem, then a POS-AME (also known as an
Argent Terminal ID or Tran$end ID) supplied by Telstra is also required
Argent Host addressing template for NAB Integrated is NABINT
2.2 Bank Terminology
Terminal ID : This is the number that uniquely identified each EFTPOS terminal. Merchant ID : This number uniquely identifies each merchant POS AME : This number is unique to each Argent leased line. This number is often called a
Tran$end ID, a Telstra ID, or an Argent Terminal ID. The number can be anywhere from 6 to 10 digits in length.
The bank will issue details for each terminal at the site as well as the connection to the bank. The following outlines the details the NAB bank will issue:
Bank
Merchant ID
Terminal ID
Dial-up POS-AME
Argent POS­AME
Help Desk Number
NAB
1300 369 852
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NAB Integrated Hardware Installation
EFTPOS Terminal
Supplied Equipment with terminal:
Sagem Terminal Power pack and cord POS connector cable (RS232 Cable) (optional) RS232 to USB adaptor cable GPRS SIM Paper Roll
Installation Steps
1. Power the terminal. Connect the power pack
and cord then plug into a power point.
2. Connect the power adaptor to the power socket on the back of the terminal
3. Connect the RS232 cable (supplied) to the COM port on the back of the PC (normally COM 1)
4. For a terminal integrated to a POS, connect the other end of the RS232 cable to the RS232 connector on the back of the terminal.
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3.3 Dial-Up Modem
One P66 Modem is required for any store that requires dial-up
connectivity to the bank. The P66 modem utilizes a purpose built EFTPOS modem to connect with the banking network.
The modem can be shared between any number of EFTPOS
terminals within a network.
There should only be one P66 modem within any single store.
Equipment supplied with P66 Modem
P66 modem Power supply and power cord PC connector cable (DB9 to RJ12) Dial-up phone cable and connector
Installation Steps:
1. Plug the power supply into a power point and the P66 Modem DIN connector,
2. Connect the phone cable to the “Line” connector on the P66 and to the phone line wall socket,
3. Connect the POS cable to the PC COM port and to the “Pinpad” connector on the P66 modem.
(Make sure you are using the P66 load cable and not the EFTPOS pinpad cable labelled “Ingenico CAB-0117-01”)
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3.4 Argent installation
Telstra use an Argent Terminal Adaptor (ATA).
An Argent installation is normally defined as an AABP 9600bps system. This type of Argent installation does not require a P66 modem from Ingenico. Telstra will supply the Argent Terminal Adaptor to be used in the installation The connection from ATA to PC is via a standard 25-pin to 9-pin RS232 modem cable. This is
generally not supplied by Telstra and will need to be purchased separately.
See back-plate of ATA for correct connection of RS232 cable. You will need your “POSAME” or “Argent Terminal ID” when installing the Telstra ATA. You can
get this number from Telstra
Required Equipment:
ATA from Telstra Installation of ISDN service from Telstra Standard RS232 modem cable
Installation Steps:
1. Connect the Argent terminal Adaptor to the ISDN service.
2. Connect the RS232 modem cable from the COM port on the POS to the V24 port on the Argent
ATA.
3. The ATA should go to a steady dot after a short while. This indicates that the ISDN is connected.
Argent Enhanced Terminal Adaptor Back-plate
RS232 cable connects to here
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3.5 PCEFTPOS Gateway
Refer to PCEFTPOS for these installations at the PC-EFTPOS website
http://www.pceftpos.com/index.php?page=gateway
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PC-EFTPOS Overview
EFT-Client Settings:
EFTPOS Control Panel
Press the control panel button on the Client settings page (above) to activate the control panel.
COM port: that the pinpad is plugged into.
Printer: (Not used when POS is printing). NPT denotes using the internal printer of NPT
Host Interface: This is normally blank. It is the IP address of the EFTSRV which is normally on this machine. NPT indicates to use the internal NPT modem.
Tracing: This is enabled by default and records information on the hard-drive to help us track down any issues.
Logon: Performs a logon to the host
Reprint: reprints
last receipt
Diagnostics: Provides reports on s/w configuration and version
Setup Page:
Enter terminal details. Press APPLY and then 7410 as the password
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Using the Internal Modem GPRS Modem
Ensure Host communications settings are set to GPRS or change communications type to GPRS via
the function menus.
Open the EFT Client
Change “Host Interface Address to NPT and then click on Apply
Using the Internal Printer on the terminal
Open the EFT Client
Change “Printer to NPT and then click on Apply
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PC-EFTPOS Software Installation
1. Install Terminal
See Hardware Installation for PINpad.
2. Install Software
If the POS does not have the latest PC-EFTPOS software installed, install the software from the PC­EFTPOS installation CD, or the setup file available for download from our website at
www.pceftpos.com.au/files/releasecd (Version 4.3.0 or higher is required.)
For more detailed information on installing the PC-EFTPOS software, please refer to the PC-EFTPOS EFT Client and EFT Server Installation Guides, or call PC-EFPOS Helpdesk on 02 9998 9800
3. Configure Terminal
To configure the terminal, either
From the PC-EFTPOS Client
o Double click on the Client icon to open it o Click on the [Ctrl Panel...] button o Click on the [Setup (F5)] tab and enter the Terminal ID o Press [APPLY] button. The confirmation password is 7410
OR Consult your POS provider to see how the details are entered into the POS
5. Bank Logon
1. Double click on the EFT Client icon
2. Click on the [Ctrl Panel...] button
3. click on the [Logon] button from the [Eftpos (F2)] tab
6. Ready to Go
If the previous steps were successful the PINpad is ready to use.
PC-EFTPOS Client icon
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Function Key Menus
To access the functions, press the key on the pinpad when the terminal is in its IDLE mode. The following function menus are available:
Function Number
Description
(Admin Password)
11113333
TMS Logon (Internal GPRS only)
11114440
Show EFT-Client on POS
11114441
Show EFTSRV on POS
11114442
Show EMS-client on POS
140102
Technician functions
140102 - (Technician Menu)
Option
Description
1
Host Communications
2
CATID
3
CAID
4
Initialisation
5
Config File Refresh
6
Memory Reset
7
Diagnostics
8
Software Load
9
IDLE Logo (requires password)
Note: Pressing „0‟ at the technician menu shall invoke the Telium manager.
Diagnostics Menu – Accessed via EFT Client
Option
Description
1
Print Merchant List
2
Print Configuration
3
Print Statistics
4
Print and Clear SAF (Caution: SAF will be cleared)
Administrative Menu – Accessed via pressing the key
Option
Description
1
User Setting
2
Display Functions
3
Version Info
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Reboot PINpad
Option
Description
+ [Clear]
Press and hold for 2 secs to reboot
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Host Communications
140102 + 1
Option
Description
1
Communications Type
1
PSTN (DIAL)
2
GPRS
Comms via internal SIM
2
Communications (for PSTN)
1
Pri Phone Number
2
Host SHA
3
Prefix Settings (PABX)
4
Dial Type
1 Tone Dial
2 Pulse Dial
5
Blind Dial
Communications (for GPRS)
1
IP Address
Default: 10.1.3.12
2
IP Port
Default: 10124
3
Host SHA
Default: 800000C8
4
APN
Default: nab.eftpos
Diagnostics
140102 + 5
Option
Description
1
Modem Test
2
GPRS Signal
3
Printer Test
4
Keyboard Test
5
Display Test
6
Card Read Test
Administrative Menu - Accessed via pressing the key
Option
Description
1
User Settings
1
Key Beep
1
On
Default
2
Off 2
Display Functions
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Local Config
Tipping
Cashout
Offline
Debit 3
Version Info
1
Version Info
Operating System
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System Timeouts
The PIN pad will support the following 'time outs' for its PCEFTPOS Client and Network interface:
PINPAD
TIMEOUT
EVENT
3 seconds
PCEFTPOS Client ACK to PIN pad request
3 seconds
PCEFTPOS Client ACK to send Host message request
10 seconds
PCEFTPOS Client response to display request
10 seconds
PCEFTPOS Client response to print request
45 seconds
Host response to Financial Transaction requests
45 seconds
Host response to administration requests
45 seconds
Host response to Reversals and SAF uploads
60 seconds
Customer response to Card entry prompt
30 seconds
Customer response to Account prompt
60 seconds
Customer response to PIN entry prompt
180 seconds
PCEFTPOS Client response to insert slip request
120 seconds
PCEFTPOS Client response to verify signature request
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Host generated response codes
The following section describes the response codes returned from the host. *For assistance with the following codes, contact your Bank.
Code
Terminal Display
Explanation
Action To Be Taken
00
TRANSACTION
APPROVED
The transaction has been approved and the customer should be allowed to leave with the merchandise and any cash out requested.
None
01
TRAN DECLINED
SEE CARD ISSUER
The Cardholders bank has not allowed the transaction and requires the cardholder to contact them.
Seek another form of tender.
04
TRAN DECLINED
CALL AUTH CENTER
The Cardholders bank has not allowed the transaction, this card may be lost or stolen.
Supervisor MUST contact Help Desk for further instructions.
08
APPROVED
WITH SIGNATURE
The transaction has been approved,
subject to the customer‟s signature
matching that on the back of their card. A signature slip will need to be inserted in the slip printer.
None
12
TRAN DECLINED
INVALID TRANS
The type of transaction requested is not allowed for this terminal or this card.
Seek another form of tender
from customer.
Note EFT transaction.
31
TRAN DECLINED
SEE CARD ISSUER
The Cardholders bank has not allowed the transaction and requires the cardholder to contact them.
Seek another form of tender.
39
TRAN DECLINED
NO CREDIT ACCT
This card does not have a credit account linked to it. The cardholder needs to try another account or contact their card issuer.
Ask customer to select
another account.
51
TRAN DECLINED
SEE CARD ISSUER
Cardholder should contact bank
Contact Bank
52
TRAN DECLINED
NO CHEQUE ACCT
This card does not have a cheque account linked to it. The cardholder needs to try another account or contact their card issuer.
Ask customer to select
another account.
53
TRAN DECLINED
NO SAVING ACCT
This card does not have a savings account linked to it. The cardholder needs to try another account or contact their card issuer.
Ask customer to select
another account.
54
TRAN DECLINED
EXPIRED CARD
This card has expired, or has an incorrect expiry date encoded on the magnetic stripe. The cardholder must contact their card issuer.
Seek another form of tender
from the customer.
55
TRAN DECLINED
PIN INCORECT
The customer has entered an incorrect PIN number. They should attempt to enter it again.
If necessary, remind the
customer to enter the PIN again and press the [ENTER] key.
60
TRAN DECLINED
CALL HELP DESK
Bank wants the card to not be used.
Try another card or call help
desk
61
TRAN DECLINED
OVER CARD LIMIT
The card holder(s) have already exceeded the withdrawal limit for this card for the day.
Seek another form of tender
from the customer.
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Code
Terminal Display
Explanation
Action To Be Taken
75
TRAN DECLINED
EXCEED PIN TRIES
The cardholder has entered the wrong PIN number three times. The card can't be used for the rest of the day.
Seek another form of tender
from the customer.
91
TRAN DECLINED
ISSUER NOT AVAILABLE
The card holders bank is unable to be contacted to authorize the transaction.
None, terminal shall attempt
EFB.
93
TRAN DECLINED
ALREADY SETTLED
The terminal has already settled within the settlement window
None
94
TRAN DECLINED
DUPLICATE TRANS
The NAB host has already seen the transaction.
Do not retry the transaction.
96
TRAN DECLINED
SYSTEM ERROR
The system has malfunctioned and requires the transaction to be retried.
Retry EFT tender, Verify network status and
terminals initialization status on the host.
98
TRAN CANCELLED
SYSTEM ERROR
The Bank has detected a Message Authentication error on the message from the terminal.
Logon terminal Retry EFT tender
N0
TRAN DECLINED
SYSTEM ERROR
The host has detected a sequence error during CPAT loading.
Retry EFT Logon several
times if on a LAN wait for a period of low LAN traffic.
N1
INIT APPROVED
Init approved but new file config / software versions available for DLL.
None
??
TRAN DECLINED
SYSTEM ERROR XX
A response code has been received that is unable to be interpreted by the terminal.
Retry EFT tender. Verify network status.
If problem persists and
the error is not generated by the host replace terminal.
Note:
SYSTEM ERROR XX where XX is the Response Code.
Other Response Codes not shown above decline the transaction and display the error message “TRAN
CANCELLED”, "SYSTEM ERROR XX” on the terminal display.
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Terminal generated response codes
The following section describes the response codes generated by the terminal.
Code
Terminal Display
Explanation
Action To Be Taken
MO
TRAN DECLINED
MSG FORMAT ERROR
The response receive from the NAB had a format error.
Re-try transaction.
M1
TRAN DECLINED
STAN MISMATCH
The Terminal has detected a STAN error and is unable to complete the transaction.
Re-try transaction.
M2
TRAN DECLINED
TERM ID MISMATCH
The Terminal ID contained in the request message did not match the Terminal ID contained in the response receive from the NAB.
Re-try transaction.
P0
TRAN DECLINED
COMMS ERROR
The buffer used to receive message from the EFT-Client is full, stopping any more messages being received.
Re-try transaction.
P1
TRAN DECLINED
COMMS ERROR
Transmission failed from the terminal to EFT-Client
Re-try transaction.
P2
TRAN DECLINED
COMMS ERROR
Response timeout occurred on messages between the terminal and EFT-Client
Re-try transaction.
P3
TRAN DECLINED
COMMS ERROR
No „ACK‟ received on the low level
protocol messages between the terminal and EFT-Client
Re-try transaction.
P4
TRAN DECLINED
COMMS ERROR
Protocol error occurred on messages between the terminal and EFT-Client
Re-try transaction.
P5
TRAN DECLINED
SYSTEM ERROR
Invalid response received by the terminal from the EFT-Client
Re-try transaction.
P6
TRAN DECLINED
COMMS ERROR
Receiving failed by the terminal from the EFT-Client
Re-try transaction.
P7
TRAN DECLINED
COMMS ERROR
Communication connection timeout occurred to the EFT-Server
Confirm connection timeout
in File 36 is greater than 30 seconds
Retry Transaction.
PF
TRAN DECLINED
PRINT FAILED
The receipt failed to print.
Check POS printer Retry Transaction.
PR
TRAN CANCELLED
INVALID REQUEST
An invalid request from received by the POS.
Merchant has selected a
POS option that is not supported by the terminal.
Retry Transaction with
correct selection
S0
TRAN DECLINED
SYSTEM ERROR
An error has occurred in the CPAT download
Re-try transaction.
S1
TRAN DECLINED
SYSTEM ERROR
Internal terminal error
Re-try transaction. If problem persists, perform
memory reset.
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Code
Terminal Display
Explanation
Action To Be Taken
S2
TRAN DECLINED
SYSTEM ERROR
Internal terminal error
Re-try transaction. If problem persists, perform
memory reset.
S3
TRAN DECLINED
SYSTEM ERROR
Internal terminal error
Re-try transaction. If problem persists, perform
memory reset.
S4
TRAN DECLINED
SYSTEM ERROR
Internal terminal error
Re-try transaction. If problem persists, perform
memory reset.
S5
TRAN DECLINED
SYSTEM ERROR
Internal terminal error
Re-try transaction. If problem persists, perform
memory reset.
S6
TRAN DECLINED
SYSTEM ERROR
Internal terminal error
Re-try transaction. If problem persists, perform
memory reset.
S7
TRAN DECLINED
SYSTEM ERROR
Internal terminal error
Re-try transaction. If problem persists, perform
memory reset.
SP
TRAN DECLINED
SYSTEM ERROR
PPID mismatch
Error with security, swap
terminal
SQ
TRAN DECLINED
SYSTEM ERROR
Error with security schemes
Error with security, swap
terminal
TO
APPROVED
Used in a status request, indicates the terminal is in a ready state.
None
T1
TRAN DECLINED
NO DUPLICATE
No duplicate receipt is available in the terminal
None
T2
TRAN DECLINED
NO LAST TXN
No last transaction is available in the terminal
None
T3
TRAN DECLINED
INVALID ACCOUNT
An invalid account was selected.
Select valid account
T7
TRAN DECLINED
NO CASH ALLOWED
No cash out is allowed for the transaction attempted.
Remove cash out
component in transaction request
TA
TRAN DECLINED
CARD INVALID
Card not allowed for merchant
Use another card
TB
TRAN DECLINED
CARD INVALID
Card not allowed for merchant
Use another card
TC
TRAN DECLINED
INVALID CARD NO
LUHN check failed
Retry entering card number
TD
TRAN DECLINED
CARD EXPIRED
Card expired
Use another card
TE
TRAN DECLINED
REFUNDS DISABLED
Refunds are disabled on the terminal
Contact NAB help desk
TF
TRAN DECLINED
INIT REQUIRED
Terminal initialisation required
Perform Initialisation
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Code
Terminal Display
Explanation
Action To Be Taken
TI
TRAN DECLINED
OPERATOR TIMEOUT
Operator Timeout occurred while the terminal was awaiting input
None
TL
TRAN DECLINED
SIGNATURE ERROR
The operator has pressed the [NO] key in response to a "SIGNATURE REQD" prompt.
None
TM
TRAN DECLINED
CANCELLED
The operator has cancelled the transaction when a PIN or Account retry prompt is being displayed to the customer.
None
TU
TRAN DECLINED
SAF PENDING
The terminal has a SAF stored, the terminal and merchant ID can not be changed until they are cleared
Clear SAF before retrying
configuration
TV
TRAN DECLINED
REVERSAL PENDING
The terminal has a reversal stored, the terminal and merchant ID can not be changed until it is cleared
Clear Reversal before
retrying configuration
TX
TRAN DECLINED
CARD INVALID
The card used was not found within the terminal CPAT
Use another card
TY
TRAN DECLINED
CARD INVALID
Card group is configured to be rejected for this merchant
Use another card
TZ
TRAN DECLINED
CARD INVALID
The card used has been rejected by the terminal CPAT
Use another card
X7
TRAN DECLINED
MAC ERROR
The terminal has detected a MAC error on the incoming host message
Retry transaction
XA
TRAN DECLINED
HEADER ERROR
The terminal has detected a header error on the incoming host message
Retry transaction
XD
TRAN DECLINED
NO MANUAL ENTRY
No manual entry is allowed on the terminal.
Contact NAB Help desk if
manual entry required
XE
TRAN DECLINED
TXN NOT SUPPORTD
The card used can not support transaction type due to AGC restriction.
Use another card
XF
TRAN DECLINED
TXN NOT SUPPORTD
Pre-Authorisations not supported for acquirer
Instruct Merchant to
perform supported transaction type
XG
TRAN DECLINED
TXN NOT SUPPORTD
A request has been received by the POS that is not supported by the terminal
Instruct Merchant to
perform supported transaction type
X8
TRAN DECLINED
CNP ERROR XX XX
A CNLP error occurred. The „XX XX‟ is the error code returned.
If error is '601-008' (Bank is not
available) - Retry EFT Logon periodically.
Verify the communication
parameters
Retry transaction Verify the network status (See
section Tran$end initiated errors)
X0
TRAN DECLINED
NO RESPONSE
No response was received via the host to a terminal request.
Retry transaction If problem persists check
communications settings and NAB host status
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Code
Terminal Display
Explanation
Action To Be Taken
XT
TRAN DECLINED
CONFIG REQD
Terminal configuration is required before it can transact.
Configure terminal with
Merchant and Terminal ID
ZO
TRAN DECLINED
MODEM ERROR
An error has occurred with the terminal or P66 modem
Retry transaction If problem persists check
communications settings.
Z1
TRAN DECLINED
NO DIAL TONE
The modem has failed to find a dial tone on the attached phone line
Check line on P66
Z2
TRAN DECLINED
NO ANSWER
The number being dialled by the terminal is not answering.
Retry Transaction If problem persists, check
communications setting for P66
Z3
TRAN DECLINED
LINE BUSY
The number dialled by the terminal in engaged
Retry Transaction If problem persists, check
communications setting for P66
Z4
TRAN DECLINED
NO HOST PHONE NO
No phone number is configured in the terminal.
EFT-Server settings are
incorrect for P66. Phone number needs to be added
Z5
TRAN DECLINED
POWER FAIL
The terminal lost power during a transaction. This receipt is printed upon reboot.
Check terminal power
supply
Retry transaction
Z6
TRAN DECLINED
NO CARRIER
The number dialled or connected line does not have a carrier on the other end.
Retry transaction
Z7
TRAN DECLINED
NO EFTSRV
There is no link from the PC­EFTPOS client to the EFTSRV software
Check EFT Client IP
address
Check EFT Server setup
Z8
TRAN DECLINED
CONN. DROPPED
Connection has been dropped
Retry transaction If problem persists, check
communications settings
Z9
TRAN DECLINED
SOFTWARE MISSING
A software component is missing
Swap out terminal
ZA
TRAN DECLINED
GPRS NETWK ERROR
GPRS Network error returned
Power off terminal Check SIM
ZC
TRAN DECLINED
INVALID COMMS
Invalid Communications mode selected
Terminal is set to Dial. Change setting to GPRS
ZD
TRAN DECLINED
POS INTERRUPT
POS request received while transmission of a message occurring via terminal
Retry Transaction
ZE
TRAN DECLINED
NO SIM CARD
No SIM card in terminals
Add SIM card to terminal
ZF
TRAN DECLINED
BAD SIM PASSWORD
SIM password incorrect
Check NAB Host
communications settings
ZG
TRAN DECLINED
SIM CARD LOCKED
SIM card is locked
Replace SIM
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Note:
Other Response Codes not shown above decline the transaction and display the error message “TRAN DECLINED”, "SYSTEM ERROR XX” on the terminal display.
SYSTEM ERROR XX where XX is the Response Code.
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Argent Error Codes
Argent Basics The seven segment display on the Argent Terminal Adaptor will light up and will move through a sequence of numbers on start-up. The numbers displayed will be steady when the call is progressing and the configuration downloading normally on the D-channel during start-up. The display will flash continuously if call progress encounters an error condition during start-up. The table below provides a list of “start-up status codes” that the ATA will display in order of sequence when the power is being applied, the call is being set up and the configuration is being downloaded by the Argent Network Management System (NMS).
Argent Error Codes
Display Interpretation
Building Bars..........Program decompressing into memory
Steady 1 .................Power-on test executing. Dot will pulse on/off
Steady 2 ................D-channel interface active for EFTPOS
Steady 3 ................Pre-configuration in progress, learning identity
Steady 4.................Remote management in progress, configuration
Steady 5 ................Software download in progress
Steady 6 ................Reserved
Steady 7 ................Reserved
Steady 8 ................Reserved
Steady 9 ................Reserved
Steady 0 ................Reserved
Steady dot..............Normal Operation (no fault)
ATA Seven Segment Display Start-up Status Codes
Display Interpretation
Flashing 1...............Power up test fails
Flashing 2...............ISDN connection down
Flashing 3..............No carrier on EFTPOS port
Flashing 4..............Data overrun/underrun on Serial V.24 port
Flashing 5 .............No stations responding to polls on EFTPOS port
Flashing 6 .............Last call attempt failed-Channel
(X.25 fault or Argent server or NMS unavailable)
Flashing 7 .............Not applicable
Flashing 8 .............NMS has no pre-configuration to download
Flashing 9 .............NMS main configuration failure
Flashing 0 .............Not applicable
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CLNP error codes
CLNP error codes are reported as XX/YY where XX =Information code and YY=Error code as below:
Info Code Meaning
0 Unspecified 1 Validation failure on incoming Terminal message 2 Not Supported 3 Reserved 4 Reserved 5 Validation failure on sign-on command 6 Successful sign-on 7 Validation failure on sign-off command 8 Successful sign-off
Error Code Meaning
0 No Error 1 Unknown terminal ID 2 Invalid AME 3 Not Supported 4 Not Supported 5 Unknown Host reference 6 (Reserved) 7 Not Supported 8 Destination unreachable 9 Not Supported 10 Not Supported 11-16 (Reserved) 17 Not Supported 18 Not Supported 19 (Reserved) 20 Not Supported 21 Not Supported 22 Undefined Symbolic Host Address 23 Invalid Station for Terminal 24 Invalid Command from Terminal 25 Not Supported 26 Not Supported 27-29 (Reserved) 30 No Data in PDU 31 Not Supported 32 Unknown Host 33 Not Supported
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Purchase
A purchase is the most common transaction performed with integrated merchants. The POS collects and passes it to PC-EFTPOS via the standard PC-EFTPOS interface.
Note: PCEFTPOS supports hundreds of POS, each has a different user interface.
Terminal Display
POS Display
Action
READY
<Customer Logo>
HH:MM DD/MM/YY
On the POS interface:
Refer to POS instructions to
initiate a Purchase, transaction.
The transaction request
includes the purchase amount.
PURCHASE
SWIPE CARD
Customer swipes card.
Note: Cancellation can only occur on the POS. The merchant can not go back a step in the transaction flow.
<FUNCTION>
SELECT ACCOUNT
TYPE
CHQ SAV CR
Customer selects the account type from the options available on the terminal.
Note: Cancellation can only occur on the POS. The merchant can not go back a step in the transaction flow.
<FUNC> $0.00
KEY PIN OR OK
****
Customer is either prompted to press the [ENTER] key only or enter a PIN on the terminal.
Note: Cancellation can only occur on the POS. The merchant can not go back a step in the transaction flow.
PROCESSING
PLEASE WAIT
The request message is sent to the host, the host replies with a response message. The POS produces a purchase transaction record.
Note: A customer receipt is only produced, (except for a signature receipt) the merchant receipt is placed within a journal on the POS.
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Purchase Results
Approved response with no signature required
An approved response is displayed on receipt of a „00‟ response code.
Terminal Display
Screen Display
Action
TRANSACTION
<Result>
PRINTING,PLEASE WAIT
The transaction has been approved, a receipt is printed and the dialogue box shown.
The dialogue box automatically closes after 5 seconds, or alternatively if the [OK] button is pressed it shall close immediately.
READY
<Customer Logo>
HH:MM DD/MM/YY
The terminal returns to the idle state.
Signature Required
A signature prompt is given on receipt of an „08‟ response code or the Authority Byte within the CPAT instructs the terminal that a signature is required.
Terminal Display
Screen Display
Action
CHECK SIGNATURE
SIGNATURE
VERIFIED?
The operator checks the
customer‟s signature and selects
[YES] on the POS to verify the signature matches.
TRAN DECLINED
SIGNATURE ERROR
PRINTING,PLEASE WAIT
If the signature does not match, the operator selects [NO] on the POS.
The terminal produces a declined receipt, and displays this dialogue box before reversing the transaction.
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TRANSACTION
APPROVED
PRINTING,PLEASE WAIT
The transaction has been approved, a receipt is printed and the dialogue box shown.
The dialogue box automatically closes after 5 seconds, or alternatively if the [OK] button is pressed it shall close immediately.
READY
<Customer Logo>
HH:MM DD/MM/YY
The terminal returns to the idle state.
Declined Response
Are displayed for any other response than „00‟ or „08‟.
Terminal Display
Screen Display
Action
<Response Text>
<Response Text>
PRINTING,PLEASE WAIT
<Response Text>
<Response Text>
[OK]
The transaction has been declined. For the full listing of error
messages see section „Response Codes‟. A receipt is printed and the
dialogue box shown.
The dialogue box automatically closes after 5 seconds, or alternatively if the [OK] button is pressed it shall close immediately.
READY
<Customer Logo>
HH:MM DD/MM/YY
The terminal returns to the idle state.
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China Union Pay (CUP) refunds
Refunds using CUP cards are slightly different to other cards
The receipt from the original purchase is required to perform a refund on a China union pay card, the required details are highlighted in red on the example below. These are the transaction date (day and month), RRN (retrieval reference number) and authorisation ID (AUTH ID).
Terminal Display
Screen Display
Action
READY
<Customer Logo>
HH:MM DD/MM/YY
On the POS interface:
Select the [Transaction]
tab.
Select the Txn Type as
Refund.
Enter the Refund amount
into the Amt Purchase field.
Select the [Transaction]
button.
REFUND
SWIPE CARD
Customer swipes card.
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REFUND
SELECT ACCOUNT
TYPE
CHQ SAV CR
Customer selects the account type from the options available on the terminal.
The options presented to the customer are determined by the CPAT as described in section
6.7.17 Select Account of the NAB EFTPOS Device Specification.
REFUND
ENTER AUTH #
The operator must now enter the AUTH ID from the original purchase receipt.
See the example receipt at the start of this section for the location of this data
REFUND
ENTER RRN
The operator must now enter the RRN from the original purchase receipt.
See the example receipt at the start of this section for the location of this data
REFUND
AUTH DATE
The operator must now enter the day and month of the original purchase transaction, this can also be retrieved from the original receipt
Note. The day and month must both be 2 digits so enter them exactly as they appear on the receipt including any leading zero. E.g. if the original transaction was on the 6th of January enter 0601
PROCESSING
PLEASE WAIT
The terminal will verify that the original transaction was performed.
REFUND $10.00
KEY PIN
****
Customer is prompted to enter a pin on the terminal.
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CHECK SIGNATURE
SIGNATURE
VERIFIED?
Check that the customer's signature matches the one on the card. For CUP cards this must be done even though PIN was entered.
TRANSACTION
APPROVED
PRINTING PLEASE WAIT
The refund is approved
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Trouble Shooting
Installation Problems
PINpad offline
The most common reason for this error message is that the PINpad is not connected to the PC correctly.
Check the power to the PINpad. The PINpad should be showing something on its display screen. Check the PINpad is connected to the COM port on the PC Check that the PC-EFTPOS Client Settings is configured to use the correct COM port, usually
COM1.
No Response from bank to logon
Check the terminal and merchant ID from the logon receipt Have the bank verify that the terminal ID being used is setup on the bank system If the TID is correct at the bank, check the EFTSRV settings to ensure the message is being sent to
the correct bank.
No More Paper
If you get this error message on the screen of your PINPad The PINpad must have a paper roll inserted to operate. Please insert a paper roll to correct this problem
Pinpad online, but getting ADVICE message during logon or transaction
The pinpad may have a stuck message, which the bank is unable to process. To clear this stuck message out:
Open up the pceftpos client (either by double clicking on the icon in the taskbar, or pressing function
11114440 on the terminal)
Press the “Ctrl Panel…” button. Once in the Control Panel, press the “Diagnostics” button on the “EFTPOS (F2)” tab This will present a series of options on the POS Press NO until you reach the one that says PRINT/CLR SAF QUEUE.
Answer YES to this question This option will delete any reversals or advices and print out a receipt of all the transactions that
were deleted.
The transactions printed on this receipt need to be reported to the NAB helpdesk otherwise there will
be some missing or extra transactions in the account.
Client Offline
This error means that one of the following has occurred:
The most common cause of this error on a correctly installed machine is that there are more than one
application running that uses our EFTPOS system. Examples are the POS system and our test POS system. There can only be one POS running. Shutdown any other applications that may also use EFTPOS.
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The EFT client is not running (or installed). Check if the client icon (little cents sign) is on the task
bar near the clock. (Warning…. Not all POS system shows the task bar). Start client by rebooting
POS.
Cannot process a Manual Card transaction
If the PINPad won‟t accept a manual card transaction, check to see if CCV option is enabled. To check this, go in to the PC-EFTPOS client, click on the Ctrl Panel button and then click on the
Diagnostics button. Select NO when asked “Print Merchant List”, Select YES when ask “Print
Configuration”. Select NO to the remainin questions. Check the print out for CCV Processing it should be
set to 1 to allow MOTO transactions. If it is set to 0, you will need to contact the NAB help desk
Certain cards won’t process
If the EFTPOS system only fails on Refunds, American Express or Diners cards or Cash Out the bank may have disabled them. Check with the bank to see if they are enabled on your terminal settings.
Hardware Problems
Hardware error troubleshooting
Try to access one of the supported functions by pressing the function key If the PINpad goes into maintenance functions the PINpad hardware is working If the PINpad will not respond, it is probably broken Check power & cables If possible try another PINpad on this power point If there is still no activity on the PINpad screen the PINpad is probably broken
PINpad issues that may require a replacement
With the NAB Sagem devices, once you log a terminal on, you can’t change TID’s
(if you swap lanes) without a terminal swap.
Card reader fails card reading on call cards PINpad has been dropped and the display is smashed Missing keys on keyboard Non-responsive keys on keyboard. Re-power on PINpad and try keys again before replacing If the PINpad display contains the text APPLI NOT OK, then the PINpad has lost its software.
Return the PINpad for repair
If the terminal response code 63 or 96 after an RSA logon, the PINpad has lost its keys. Return the
PINpad for repair.
Communication Problems
The most common reason for a P66 modem line to fail is that it is not communicating to the PC. All parameters can be altered manually but if any are wrong it‟s advised to re-run the installation wizard and answer the questions correctly.
Ensure all cables are plugged in correctly Check that the modem is getting power. The power indicator on the power pack is on. The modem
will click while connecting & disconnecting to the power supply
Check that the modem is connected to a COM port on the PC Ensure the correct COM port is configured in EFT server (Lines tab) If you are using a PABX line (ie dial 0 for outside line) the number dialled will need to be prefixed
eg 0,1800032027
Common Dial-up Errors
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No Dial Tone ~ Check the phone is connected Line Busy ~ Check phone number and PABX No Answer ~ Check phone number and PABX No Carrier ~ Check modem settings to see if correct for this bank
Argent Line
An Argent line needs to be configured to run the AABP Protocol at 9600bps. Ensure that Telstra installs this type of line. Telstra will provide an Argent Terminal Adaptor (ATA) and an ISDN line.
Argent Terminal Adaptor Connection to the PC
The Argent TA must be connected to the PC
Via a 25-pin (V.24 port on TA) to 9-pin (COM port on PC) standard RS-232 modem cable (available
from any PC or Electronics Store)
This connection will fail if….
The cable is incorrect, you CANNOT use a null-modem cable (type 1), and you must use a standard
RS232 modem cable.
The incorrect COM port is configured for the Argent line in EFT server (lines tab)
If the Argent ATA display is a steady dot, then the Argent ATA is configured for AABP and is ready to be connected to the PC running the EFTSRV software.
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CLNP Errors
If the EFTSRV can communicate with the ATA, then errors will be reported via CLNP error codes on the display receipt. (Refer to error codes on page 25)
The most common errors are:
X8 CNP 01 08 ~ this means that the Argent systems can‟t communicate with the bank. Check the POS ame
and the Host Address, and then call Telstra.
X8 CNP 01 01 ~ this means that the POSAME is wrong. Confirm it with Telstra.
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Who to Contact for Help
For a financial Transaction enquiry:
NAB Help Desk 1300 369 852
For hardware and software assistance:
Your POS vendor
Credit Card Authorisations Visa MasterCard 1800 999205 Amex & JCB 1300 363 614 Diners 1800 331 112
For assistance with Argent:
Telstra Argent Help Desk 1300 137 100 option 4
PC-EFTPOS
(02) 9998 9800 Monday to Friday 8:30am to 5:30pm
Email: support@pceftpos.com.au Web: www.pceftpos.com.au
The web site contains full installation diagrams and instructions.
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