This chapter lists possible malfunctions that may occur while operating V400c devices and recommends appropriate corrective actions. If the problem persists - even after performing the outlined guidelines, or if the problem is not described, contact CSG Forte Customer Service.
Power Supply
Using an incorrectly rated power supply may damage the unit or cause it to not work properly. Before troubleshooting, ensure that the power supply used to power the unit matches the specified requirements (Input power rating: 11.6 V DC, 1.55 A - External universal-input 18 W power supply, compliant with Energy Efficiency).
If not, obtain the appropriately rated power supply before continuing with troubleshooting.
Note: The unit comes equipped with tamper-evident labels. The terminal contains no user-serviceable parts. Do not, under any circumstance, attempt to disassemble the unit. Perform only those adjustments or repairs specified in this guide. |
Caution: Service conducted by parties other than authorized Verifone representatives may void any warranty. |
Keypad Does Not Respond
If the keypad does not respond properly:
- Check the terminal display. If it displays the wrong character or nothing at all when you press a key, follow the steps outlined in Transactions Fail To Process.
- If selecting a function key does not perform the expected action, refer to the user documentation for that application to ensure you are entering data correctly.
- If the problem persists, contact CSG Forte Customer Service.
Blank Display
When the terminal display screen does not show correct or clearly readable information:
- Check terminal power connection. Remove and reapply power to the terminal.
- Check all cable connections and verify that the telephone line is properly connected.
- If the problem persists, contact CSG Forte Customer Service.
Printer Paper Jam
If paper jams inside the printer:
- Open the paper roll cover.
- Remove the damaged paper from the paper roll and clear the feed mechanism.
- Install printer paper. Follow the steps outlined in the manual. (Loading the Paper Roll)
- If the problem persists, it may be due to poor paper quality.
Caution: Poor-quality paper may jam the printer, 15m Roll of Printer Paper (57mm width, 38mm diameter). |
Printer Does Not Print
If the printer does not work properly check terminal power connection and follow these steps:
- Check if the printer is out of paper and that the roll is properly installed. Open the paper roll cover and install a new roll of printer paper or ensure that the roll is feeding from the bottom.
- Verify that the printer roller and paper roll dust cover are properly installed.
- If the problem persists, contact CSG Forte Customer Service.
Terminal Does Not Dial Out
Use the following steps when the terminal does not dial out:
- If you are using a telephone connection, check if the telephone line is plugged correctly in the terminal port and in the telephone line socket.
- Check that the telephone line is working by plugging it into a working telephone and listening for a tone.
- Replace the telephone cable that connects the terminal with a cable you know is working correctly.
- Verify that a modem profile is present. The modem will not function without a modem profile.
- If your terminal shares the same network as your Internet, check that the Internet connection is working.
- If you are using a Wi-Fi connection, the terminal may be out of the Wi-Fi range. If possible, move the terminal closer to the router.
- If your establishment uses the same modem or router to connect to a PC, you should attempt to visit a web site to verify that the router or modem is working properly.
- Check if the Wi-Fi router or modem is turned on or plugged in and connected to the telephone socket.
- Test the router or modem by connecting an analogue telephone to the phone line that the router or modem is using. Make sure there is a normal dial tone.
- Try rebooting your router, modem and/or terminal, disconnect the power cable to the terminal and router. Wait approximately 30 seconds. Allow 60 seconds for the terminal application to reboot and establish a connection with the router.
- If you are using an Ethernet connection, check if the Ethernet cable is connected to the port on the terminal and to a working network port. If the problem persists, contact CSG Forte Customer Service.
Peripheral Device Does Not Work
If any peripheral device (PIN pad or smart card reader) does not work properly:
- Check the power cord connection to the peripheral device.
- Check that the device connected to the proper port has power and is functioning properly. If possible, perform a self-test on the device in question (Refer to the device user manual).
- The cable connecting the optional device to the terminal serial port may be defective. Try a different serial cable.
- If the problem persists, contact CSG Forte Customer Service.
Transactions Fail To Process
There are several reasons why the card reader may not be processing transactions. Use the following steps to troubleshoot failures:
Check the Magnetic Card Reader
- Perform a test transaction using one or more different magnetic stripe cards to ensure the problem is not a defective card.
- Ensure that you are swiping cards properly. With the card reader, the black magnetic stripe should face down.
- If possible, process a transaction manually, using an external keypad, instead of the card reader. If the manual transaction works, the problem may be a defective reader.
- If the manual transaction does not process, proceed to Check the Telephone Line.
- If the problem persists, contact CSG Forte Customer Service.
Check the Smart Card Reader
- Perform a test transaction using several different smart cards to ensure the problem is not a defective card.
- Ensure that the card is inserted correctly and that the card is not removed prematurely.
- Ensure the SAM cards are properly inserted in the cardholders and that the cardholders are properly secured.
- If the manual transaction does not process, proceed to Check the Telephone Line.
- If the problem persists, contact CSG Forte Customer Service.
Check the Telephone Line
- Disconnect the telephone line from the terminal and connect it to a working telephone to check for a dial tone. If there is no dial tone, replace the telephone cable.
- If the problem appears to be with the telephone line, check with the party you are trying to call to see if their system is operational. If they are not experiencing difficulties with their line, contact the telephone company and have your line checked.
- If the telephone line works, contact CSG Forte Customer Service.
V400c Plus User Manual Desktop (adobe.com)
V400c Plus User Manual Mobile (adobe.com)