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      VX-520 Communication Troubleshooting

      VX520 | TCP/IP Error

      IP Troubleshooting

      If your getting Connect Failed, TCP/IP Failed or any sort of IP connection errors, check for CommServer. To get to the Commserver, payments and gift cards screen hit the * button above the red X key.

      • Check if internet (modem or router) works (on PC/cell phone - go to espn.com).
      • Does the location have Router and Modem or is it a Router/modem combo?
      • Is it a Static or Dynamic(DHCP) IP address?
      • Check port connections on the terminal or router/modem if they are securely connected(try re-plugging it).

      VX520.png

      Checking IP

      Checking_IP_address.png

      ip_cont.png

      Ping Test

      A Ping test is to attempt a connection between the terminal and an outside IP address

      If you get ok xxMS, it sucessfully connected. 

      If you get DNS Lookup error, it cannot connect outside of the network, try troubleshoot and repair within the diagnostics menu

      Repair Connection

      From the Commserver screen select the purple reprint button to go into the diagnostics menu.

      From there chose F4 for Repair, you will get a repairing connection screen then either a success screen or a failure screen

      Resetting IP, DHCP

      If the terminal or network was reset. resetting DHCP will refresh the connection and reboot commserver.

      static_ip.png

      ping7.png

      ping8.png

      Changing to Static IP

      Difference between static and dynamic IP's: When a device is assigned a static IP address, it does not change. The device always has the same IP address. Most devices use dynamic IP addresses, which are assigned by the network when they connect. They will need to know their IP, Subnet mask and Gateway IP addresses (They can ask their ISP for that information)

      From CommServer Menu:static_ip.png

      IP.png

      ping9.png

      ping9_001.png

      ping10.png

      Dial Errors

      General Comm Errors (DIAL/phone line issues)

      • Please Try Again-CE: Communication Error (Terminal cannot dial out)
      • Please Try Again-TO: Time Out (Terminal can dial out but loses connection)
      • No Modem Connection
      • No Host Connection
      • No Host Response
      • No Line
      • Disconnect… Try Again?: Terminal was disconnected during call. Press Enter to try again

      Hardware Troubleshooting Steps

      • Power-cycle the terminal (replug the power cord)

        • Disconnect and reconnect the phone cable from the terminal and the phone jack

      • Confirm phone line has a dial tone with no pauses or beeps beforehand
      • Check if their long distance works by calling our auth numbers (18002281257 & 18772664012) on their line.
      • Make sure they're not on the same line!
        • Call their cell phone or call them back after every troubleshooting step.
      • Confirm if terminal is on a splitter or sharing the line with another device/phone
        • If so, try to remove(bypass) the splitter/DSL Filter and connect directly to the phone jack.
      • Try a different physical phone cable. Maybe it has a short?
      • Try a different wall jack if available.

      Software Troubleshooting Steps

      • Confirm if the merchant needs a dial prefix (i.e. a 9 to dial out, usually for new setups)
        • You can add a pause (PABX for legacy terminals) to get around a pause or beep before the dial tone (Quick Setup>Phone>View) See instructions below: Adding PABX Code
        • Turn on/off Blind Dial (Quick Setup>Phone>View)
      • Check Terminal Comm settings (Enter>Setup>Comm):
        • Change baud (Setup Menu > Comm)
        • Try toggling FastConnect or Reconnect (Setup Menu > Comm)

      Last Resort

      • Try a different phone line. Ideally in a different location or neighbor (with different Phone Service Provider if possible)
        • This will verify if the problem is with the terminal or the phone line

      Troubleshoot with Commserver

      • From the VMAC screen: Hit Comm Server
      • Hit the purple Tip key
      • Select Dial
      • Select purple Reprint button
      • Select F2 for Trouble shoot

      Adding PABX Code

      Adding a pause before dialing out can fix some communication issues, especially if the phone line being used has a voice-mail service or some other gap between picking up the line and getting a dial tone.

       (In quick setup, go to Phone>View>Press Edit on PABX and add the comma>Exit)

       PABX.png

      pabx2.png

      Changing Comm Type

      Changing Communication Type (Dial | IP)

      You can change the communication type (dial or IP) on Verifone terminals inside the device settings. This only effects IP terminals. Terminals that are initially set for dial will need to edit parameters or Partial Download to update to IP after changing the file.

      Changing IP to Dial

      (When the terminal is initially set up for IP but the merchant wants to change to Dial instead)
      From the Sales Screen;

      *When testing a transaction, if the terminal still shows 'Dialing Primary' instead of 'Processing' means it was not changed correctly. You change it back to IP the same way on Quick setup, no need to do Edit Parameters.

      Changing from Dial to IP

      (If the merchant was initially set up for Dial but wants to change it to IP)

      Test a transaction to make sure it works (processing instead of dialing).