vx810_troubleshooting
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vx810_troubleshooting [2018/08/31 14:27 (6 years ago)] – craig | vx810_troubleshooting [2022/05/30 10:40 (23 months ago)] (current) – [Invalid Sequence Number] craig | ||
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- | =====VX-810 / VX-820 | + | =====VX-810 / VX-820 |
- | The following article will go over some troubleshooting steps involving the new Verifone VX 810 Pinpad. | + | The following article will go over some troubleshooting steps involving the Verifone VX 810 PIN pad. |
- | I experienced a few issues with the Verifone VX 810, involving a couple specific errors specific to this pinpad setup. | ||
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- | ===Packet error from Pinpad==== | + | ====Packet error from PIN pad===== |
{{packeterror.jpg|}} | {{packeterror.jpg|}} | ||
== Verify that you have the correct dsiEMVClientX.ocx that matches the datacap Netepay Host. == | == Verify that you have the correct dsiEMVClientX.ocx that matches the datacap Netepay Host. == | ||
- | ^Netepay Server | + | ^Netepay Server |
- | |Mercury Canadian Host EMV - MRH 5.06.11|DSIEMVClientX® 1.26|vx820| | + | |Mercury Canadian Host EMV - MRH 5.06.11|DSIEMVClientX® 1.26|**vx820** XPI version 12.07.05| |
- | |Mercury Canadian Host EMV - MRH 5.06.10|DSIEMVClientX® 1.26|vx820| | + | |Mercury Canadian Host EMV - MRH 5.06.10|DSIEMVClientX® 1.26|**vx820** XPI version 12.07.05| |
|Mercury Canadian Host EMV - MRH 5.05.06|DSIEMVClientX® 1.20|vx810| | |Mercury Canadian Host EMV - MRH 5.05.06|DSIEMVClientX® 1.20|vx810| | ||
|Mercury Canadian Host EMV - MRH 5.05.05|DSIEMVClientX® 1.09|vx810| | |Mercury Canadian Host EMV - MRH 5.05.05|DSIEMVClientX® 1.09|vx810| | ||
- | |Paymentech Canadian Host EMV - PNH 5.06.10|DSIEMVClientX® 1.27|vx820| | + | |Paymentech Canadian Host EMV - PNH 5.06.10|DSIEMVClientX® 1.27|**vx820** XPI version 12.08.16| |
|Paymentech Canadian Host EMV - PNH 5.03|DSIEMVClientX® 1.09|vx810| | |Paymentech Canadian Host EMV - PNH 5.03|DSIEMVClientX® 1.09|vx810| | ||
|Moneris Canadian Host EMV - MSH 5.06.10|DSIEMVClientX® 1.09|vx810| | |Moneris Canadian Host EMV - MSH 5.06.10|DSIEMVClientX® 1.09|vx810| | ||
|Moneris Canadian Host EMV POSPAD - MSH 5.07.20|DSIEMVClientX® 1.30|ipp320| | |Moneris Canadian Host EMV POSPAD - MSH 5.07.20|DSIEMVClientX® 1.30|ipp320| | ||
- | == Verify the correct | + | ==== Verify the correct |
- | The first error I experienced was the **Packet error from Pinpad** when performing a debit card transaction. This error typically means that the **Pinpad | + | If you receive a **Packet error from PIN pad** when performing a debit card transaction. This error typically means that the **PIN pad ID** is **incorrect**. To check the PIN pad id: |
**1.** Go to **Setup Wizard** > **Credit/ | **1.** Go to **Setup Wizard** > **Credit/ | ||
- | * Verify in the **Pinpad | + | * Verify in the **PIN pad ID** field, that there is a PIN pad ID. |
- | * Verify | + | * Verify |
* If you cannot complete the previous step, **ask the customer** for the **GP (Global Payments) SN (Serial Number)** from the device. ie: **VBF#### | * If you cannot complete the previous step, **ask the customer** for the **GP (Global Payments) SN (Serial Number)** from the device. ie: **VBF#### | ||
- | * Call **Global Payment Systems** Canada, and give them the **Global Payments Serial number** to verify the Pinpad | + | * Call **Global Payment Systems** Canada, and give them the **Global Payments Serial number** to verify the PIN pad ID. |
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{{pinchange1.jpg|}} | {{pinchange1.jpg|}} | ||
- | The second error I experienced was the **Error Transaction not complete - MAC Error** when performing a key change. This error usually means that the Pinpad | + | If you experience an **Error Transaction not complete - MAC Error** when performing a key change. This error usually means that the PIN pad cannot reset it's pin because of a **PIN pad ID/ Serial #** issue. To verify the **PIN pad ID / Serial #**, please refer to the **packet error from PIN pad** issue above.. |
- | Once you have verified the Pinpad | + | Once you have verified the PIN pad ID, complete the following steps: |
**1.** Navigate to **Setup Wizard** > **Credit/ | **1.** Navigate to **Setup Wizard** > **Credit/ | ||
* Select **Pin Key Change**, or **Pin Key Reset**. This should result in a **Success** message. | * Select **Pin Key Change**, or **Pin Key Reset**. This should result in a **Success** message. | ||
- | * Complete **two** debit transactions. The first transaction will be declined due to the pinpad | + | * Complete **two** debit transactions. The first transaction will be declined due to the PIN pad sequence numbers out of sync. The second transaction should show up as **approved.** |
====== ====== | ====== ====== | ||
- | ** If the pinpads | + | ** If the PIN pads are replacements, |
+ | |||
+ | |||
+ | ---- | ||
- | ====== ====== | ||
- | Back to [[employee:Vx810]]\\ | + | ==== Paymentech Canada 499 invalid MAC Error ==== |
+ | If you are getting this error when processing Debit transactions you need to update datacap client and server | ||
+ | * Update netepay server | ||
+ | * Update netepay client DSIEMVClientX™ 1.27 with the latest release version dated 9/10/20 on all workstations. | ||
+ | * Perform a Key Change and Parameter Download on all pinpads. | ||
+ | |||
+ | |||
+ | ---- | ||
+ | |||
+ | ==== Invalid Sequence Number ==== | ||
+ | * Press the reset sequence Number button in the pinpad setup. | ||
+ | |||
+ | [[https:// | ||
- | {{employee: |
vx810_troubleshooting.1535750868.txt.gz · Last modified: 2018/08/31 14:27 (6 years ago) by craig