No.

Common Failures or Error Messages

Failure Analysis

Repair Strategies

1

POS shows “no dial tone” and “please check connection”

Phone line is not plugged in properly;
Or there is phone line trouble.

(1) If no dial tone, make sure phone line has been plugged into “phone/network” port properly;
(2) Connect with a telephone, and dial a number to see there will be dial tone or not;
(3) Find a communication technician to fix the problem if both (1) & (2) do not work.

2

POS re-dials automatically, and shows “no dial tone for outside call” after a re-dial delay; caused by using extension

(1) Extension line is locked or not opened yet;
(2) Incorrect extension settings;
(3) PSTN/PABX is not stable or not functioning properly;
(4) Incorrect number settings at the call center.

(1) Open outside call function for extension;
(2) Contact installation technician to correct the settings;
(3) Find an electrician to fix PSTN/PABX problem.

3

POS shows
“busy”

(1) The merchant has multiple POS, and all POS use limited outside call resources;
(2) Host is busy at the issuer side;
(3) Telephone service is busy caused by unexpected problem.

(1) Wait a moment and try again;
(2) Eliminate other terminals which are using the same line, and try again;
(3) Find a communication technician to fix the problem.

4

POS shows
“invalid merchant”

Issuer has not yet set the POS parameters, which results in no such a merchant or inactive merchant shown in the issuer host.

Contact installation technician to fix the problem.

5

POS shows “invalid terminal number”

(1) The terminal number stored in POS is not the same as the one stored in host;
(2) Host does not have such a POS terminal number or POS terminal is not yet activated.

Contact installation technician to fix the problem.

6

POS shows “connection loss” after showing “received”

Contact the issuer card center or authorized people.

(1) Contact issuer and confirm this transaction;
(2) Enquire this transaction and trigger reversal transaction.

7

POS shows “please repeat the transaction”

(1) Trace number repeated;
(2) MAC key is not synchronized, and needed to be exchanged.

(1) Repeat the previous transaction;
(2) Increase the initial trace number;
(3) POS sign-on again.

8

POS shows “system problem”

Issuer host has problems.

Contact the issuer card center or authorized people.

9

POS shows “transaction timeout”

(1) Issuer server is off;
(2) Issuer server is not connected with area service center.

Repeat the transaction;
If still unsuccessful, contact acquirer bank.

10

MAC errors

(1) MAC errors come out abruptly, and it is normal in the same day before the error is shown;
(2) One single POS terminal number is used by two or more POS.

(1) Sign-on again;
(2) If the problem still exists after sign-on, contact installation technician.

11

POS shows please contact issuer

Issuer problem or transaction failures at card center.

(1) Repeat the same transaction;
(2) If the problem still exists, contact card center.

12

No response after swiping card

The way of swiping card is incorrect;
Or magnetic tracks of the card are damaged.

Swipe the card again, and if the problem still exists, it would be magnetic tracks damaged. Please advise card holder to apply for a new card.

13

Printer cannot print the receipt out after the transaction is successfully completed

(1) Contact problem in the printer power supply or cables; (2) Paper stuck in the printer.

Check printer power supply is being connected correctly, and use “re-print” function to print the receipt again.

14

POS shows“invalid transaction” when the transaction is processing

Issuer or acquirer does not allow this transaction;
Or the input information is incorrect.

Contact the acquirer or the issuer local service center;
Repeat the transaction and input correct information.

15

POS will be frozen after being turned on.

POS keypad stuck.

Restore keypad.

16

No display on POS

(1) Power supply is not properly installed;
(2) POS monitor defective.

(1) Re-install power supply;
(2) Change POS.

17

POS balance is not consistent with sale slip at the end of a day.

Transaction is successfully completed, but sales slip cannot be printed out, or sales slip data is lost.

Check transaction details and print sales slip again;
Ensure that the balance is correct in previous workday.

18

POS shows “incorrect password, exceeded trial limit”

Input incorrect password continuously and exceed trial limit.

Card holder is advised to contact the issuer.