Confidential Page 36 19/02/09
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