ICE Series Troubleshooting Manual SPOS Version 05B For ICE 5500, 5700, and 6500 Terminals Date: July, 20-2001
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Table of Contents Who Should Use This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi How This Book Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi Guide Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Test Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-22 Performing a Keyboard Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-22 Performing a Display Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
List of Figures Chapter 1 Equipment Information Figure 1-1. Printer sample receipt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-27 Figure 1-2. Printer paper door open . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-29 Figure 1-3. Open printer access cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction The ICE Series Troubleshooting Manual is a comprehensive guide to troubleshooting Hypercom® ICE terminals using the Hypercom SPOS software. The ICE terminals support traditional terminal functions as well as PIN pad and electronic receipt capture (ERC) functionality. The ICE family employs a modular concept. With the printer and modem module attached, it becomes a fully functional terminal and PIN pad. The ICE Series of terminals discussed in this manual are the ICE 5500, 5700, and 6500.
Introduction Procedures: Numbered procedures have a special graphic appearing in the margin of the text. The words Step-by-Step also appear in bold at the beginning of the procedure. For example: Step-by-Step To perform a procedure: Step 1 2 1. Follow the steps outlined in the procedure. 2. Most procedures have at least two steps. a. This is a substep. b. Substeps must be completed in the order given. Action Terminal response Follow the steps outlined in the procedure.
C h a p t e r 1 Equipment Information This section describes important information on the application, initialization, custom maintenance, repairs, configuration, test functions, and printer issues for these ICE terminals. Read each section to ensure proper testing and handling of the POS terminals. NOTE: The terminal response is based on the ICE 6500 terminal. The screens may vary slightly if you are using an ICE 5500 or 5700 terminal.
Chapter 1 W ARNING Electromagnetic Compatibility: This is a Class A product. In a domestic environment, this product may cause radio interference, in which case the user may be required to take appropriate measures. Danger of explosion: If the battery is installed incorrectly, it could explode. Replace only with the same or equivalent type recommended by the manufacturer. Dispose of used batteries according to manufacturer instructions.
Equipment Information Initialization The initialization is the personality of the terminal and contains merchant-specific information. Examples include the merchant name and address, card types the merchant accepts, offline options, and phone numbers to dial for authorization and settlement. Maintaining the specific initialization on Term-Master establishes control for the Hypercom customer to prevent other organizations from tampering with or changing information at the terminal level.
Chapter 1 Requesting Repairs Hypercom has the following warranties on equipment: n Five years for terminals n One year for peripherals Step-by-Step To request repairs: 1. Call the Hypercom POS Terminal Services Department at 800.584.1876 for a Return Merchandise Authorization (RMA) number. 2. Provide written information about the problem or the results of diagnostic testing. This information must accompany each piece of equipment to help expedite the repair. 3.
Equipment Information Clearing Reversals, Batches, and Initializations at the Application Level Before loading a new application into a terminal, you must clear all reversals, batches, and the initialization individually by using the Supervisor option at the application level. NOTE: There are two ways to accomplish this, follow the steps on pages 1-5 through 1-7, or follow the steps on pages 1-8 through 1-9. Clearing Reversals Use the following steps to clear reversals.
Chapter 1 Clearing a Batch Use the following steps to clear a batch. Step-by-Step To clear a batch: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration. If the option you want is not on this screen, touch + on the terminal display for additional menu options 2 Touch + to access the additional features.
Equipment Information Clearing the Initialization Use the following steps to clear the initialization. Step-by-Step To clear the initialization: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration. If the option you want is not on this screen, touch + on the terminal display for additional menu options. 2 Touch + to access the additional features.
Chapter 1 Clearing Reversals, Batches, or Everything at the Application Level Before loading a new application into a terminal, you must clear all reversals, batches, and the initialization individually using the Functions option at the application level. Step-by-Step To clear reversals, batches, or everything at the application level: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration.
Equipment Information Accessing the Terminal Boot Level The terminal boot level contains the terminal software application, for example, TSPOSXX.XXX, as well as other settings such as dial modes, option settings, hook delay, and printer settings. One of the following screens appears, depending on the previous action taken at the terminal application level: NOTE: You access the boot level differently between the terminals. The 5500 and 5700 are identical, but the 6500 is different.
Chapter 1 Procedure #2 Use the Power Down option described in this section to access the terminal boot level. Step-by-Step To access the terminal boot level: Step Action Terminal response 1 Power down the terminal by disconnecting the power cord from the back. 2 Press and hold CLEAR on the terminal keyboard and reconnect the power cord to the back of the terminal. Release the CLEAR key after you hear two beeps. The terminal displays the list of options.
Equipment Information ICE 6500 Procedure #1 Use the Terminal Menu option described in this section to access the terminal boot level. Step-by-Step To access the boot level: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration. If the option you want is not on this screen, touch + on the terminal display for additional menu options. 2 Touch Terminal on the terminal display.
Chapter 1 Procedure #2 Use the Power Down option described in this section to access the terminal boot level. Step-by-Step To access the terminal boot level: Step Action Terminal response 1 Power down the terminal by disconnecting the power cord from the back. 2 Press and hold CLEAR and ENTER on the terminal keyboard and reconnect the power cord to the back of the terminal. Release the CLEAR and ENTER keyV after you hear two beeps. The terminal displays the list of options.
Equipment Information Deleting the Current Software Application at the Terminal Boot Level To delete the current software application you must first access the terminal boot level. Follow the procedures on pages 1-10 and 1-11 to access the boot level, then perform this procedure. Table 1-1. Screen 1 for the terminal application level Previous action Terminal display If the terminal initialization was cleared, the terminal displays Please Initialize.
Chapter 1 Configuring a Terminal for an Application Download Configure a terminal for a software application download by first performing the Merchant Programming, option 1, function. Then enter the terminal ID number, initialization telephone number, and NMS telephone number. Step-by-Step To configure a terminal for an application download: Step 1 Action Terminal response Access the boot level of the terminal.
Equipment Information Step 6 Action Terminal response Touch 0 for tone dialing or 1 for pulse (rotary) dialing, then touch ENTER on the terminal display, or press ENTER on the terminal keyboard to bypass this field. 0(5&+$17 352*5$00,1* 3$%; $&&(66 &2'( Ï $ % & ' ( ) &$1&(/ &/($5 7 8 940331-002, rev. A 'HO (17(5 Touch PABX code if necessary, then touch ENTER on the terminal display, or press ENTER on the terminal keyboard to bypass this field.
Chapter 1 Loading a Terminal with Software The terminal dials the NMS telephone number in the Merchant Programming, option 1 parameters and initiates a program load for the software application. This process takes approximately 5 minutes per page or a total of 25 to 45 minutes, depending on the software application. NOTE: After you complete this procedure, initialize the terminal to download the merchant-specific profile.
Equipment Information Initializing a Terminal for a Parameter Download To receive a parameter download, the terminal must have a unique terminal ID. This ID is also known as the terminal profile. In this procedure, the terminal dials the initialization (INIT) telephone number located in Merchant Programming, option 1. Screen 1 Perform the following steps to update the INIT parameters if the terminal displays the Idle prompt. NOTE: Use these steps when terminal is already loaded with an application.
Chapter 1 Screen 2 Perform the following steps from the software level if the terminal displays the Please Initialize prompt. The Please Initalize prompt indicates that the terminal does not have initialization parameters. Step-by-Step To initialize a terminal for a parameter download for screen 2: Step Action Terminal response If the terminal does not have initialization parameters, the terminal displays Please Initialize. 3/($6( ,1,7,$/,=( ,QLWLDOL]H 1 Touch Initialize on the terminal display.
Equipment Information Changing Settings in the Terminal Boot Level There are approximately 22 settings in the terminal Boot level. Some can be changed and others cannot. This procedure identifies the only option settings you can change. W ARNING If any boot level settings not identified in this procedure are changed, the terminal may not function properly. Step-by-Step To change settings in the terminal boot level: Step 1 2 Action Terminal response Access the Boot level of the terminal.
Chapter 1 Step 5 Action Terminal response The CU address should be at the default setting of 30. Touch 3, 0, ENTER, or touch ENTER on the terminal display to bypass this field. 6 Touch 0, 5, ENTER, or touch ENTER on the terminal display to bypass this field. NOTE: 01 is the lightest setting and 07 is the darkest. 8 The terminal scrolls to the Options Bit settings. Touch 0 + 1 or 0 + 5 + ENTER, or touch ENTER on the terminal display to bypass this field.
Equipment Information Step 12 Action Terminal response Touch CANCEL to exit the Option Programming menu. The terminal now returns to the Maintenance Functions menu. 237,21 352*500,1* ',63/$< +: &21),* '$7$ 0(025< )81&7,216 &$/,%5$7( 728&+ 3$' ',63/$< 3$*( 67$786 &21),*85( 3,1 3257 '8.3 7(67,1* 35(66 &/($5! 72 (;,7 13 Press CLEAR on the terminal keyboard.
Chapter 1 Test Functions Use the test functions described in this section for troubleshooting. Performing a Keyboard Test Use this function to initiate a keyboard test. The terminal displays the column and row of the key pressed. NOTE: You can also access this function by Merchant Functions, 8, 4, and pressing or touching Enter. Step-by-Step To perform a keyboard test: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display.
Equipment Information Performing a Display Test Use this function to initiate a display test. The display darkens and lightens accordingly. NOTE: You can also access this function by Merchant Functions, 8, 3, and pressing or touching Enter. Step-by-Step To perform a display test: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration.
Chapter 1 Performing a PIN Pad Test Use this function to initiate a PIN pad test to test the internal or external PIN pad. NOTE: You can also access this function by Merchant Functions, 9, 4, and pressing or touching Enter. Step-by-Step To perform a PIN pad test: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration.
Equipment Information Performing a Card Reader Test Use this function to enable the card reader test and to display track 1 and track 2 data. NOTE: You can also access this function by Merchant Functions, 8, 9, and pressing or touching Enter. Step-by-Step To perform a card reader test: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration.
Chapter 1 Performing a Printer Test Use this function to initiate a printer test. The terminal produces a test print with various characters and font sizes. NOTE: You can also access this function by Merchant Functions, 8, 2, and pressing or touching Enter. Step-by-Step To perform a printer test: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration.
Equipment Information Figure 1-1. Printer sample receipt 940331-002, rev.
Chapter 1 Turning the Printer On or Off Use this function to turn the printer on or off. NOTE: You can also access this function by Merchant Functions, 7, 1, and pressing or touching Enter. Step-by-Step To turn the printer on or off: Step 1 Action Terminal response Touch Press Here for Menu on the terminal display. 0$,1 NOTE: The Idle prompt may vary depending on the terminal and its configuration.
Equipment Information Clearing Printer Paper Jams The following steps describes clearing paper jams from the ICE terminal. NOTE: The graphics used in this section are of the ICE 5700 terminal. Step-by-Step To clear a printer paper jam: 1. Disconnect the power cable from the back of the terminal. 2. Open the printer paper cover and tear off the remaining paper roll. Printer paper cover Figure 1-2. Printer paper door open 3.
Chapter 1 4. Turn the manual feed wheel to remove any printer paper still in the printer. Tension release lever Manual feed wheel Figure 1-4. Open paper door 5. Lift the tension release arm, placing it in the upward, locked position 6. Lift and hold the paper cutter mechanism to gain access to the printer. Figure 1-5. Lift paper cutter 7. Turn the manual feed wheel again to remove any remaining paper. 8. Return the paper cutter mechanism and tension arm lever to their original position. 9.
Equipment Information Reloading Printer Paper To properly install the printer paper, read the following steps carefully. NOTE: You can also access this function by Merchant Functions, 1, 5, and pressing or touching Enter. Step-by-Step To load printer paper: 1. Place the paper roll into the printer paper holder, making sure the printer paper feeds from under the roll, not over the top, and has a straight-line path into the printer paper-feed mechanism. Figure 1-6. ICE 5700 printer paper installation 2.
C h a p t e r 2 Error Messages This section explains the different types of error messages that may occur during operations and possible steps to clear the error message. Please Try Again (CE) Communication Error (CE) indicates the terminal dialed a number that does not answer. The following is a list of options to clear the error message: n Enable the enhanced dial messages.
Chapter 2 Please Try Again (TO) Time Out (TO) indicates the terminal made a connection, but it timed out because it received no reply from the host. The following is a list of options to clear the error message: n Verify that the merchant is active (staged) at the host. n Verify that the merchant number is correct in Term-Master. n Verify that the terminal ID is correct in Term-Master. n Verify that the modem mode is correct in Term-Master.
Error Messages Line Busy Line Busy indicates the terminal does not detect a dial tone. The following is a list of options to clear the error message: n Verify that the telephone line is plugged into the line port. n Verify that the line is analog and not digital. n Plug the line into a telephone and verify that you hear a dial tone. Replace Handset If the terminal shares the phone line with a telephone, terminal functions are unavailable while the handset is off-hook.
Chapter 2 Before Loading or Initializing a Terminal The following messages appear before you load or install a terminal. Please Initialize or Call Help (FE) Format Error (FE) indicates the terminal is in Boot mode and requires an initialization, or personality, load. Please Initialize or Call Help (PE) Program Error (PE) indicates the terminal requires a full program load and an initialization. After the program load is complete, initialize the terminal.
Error Messages Programming for Hypercom ICE terminals includes the test response code messages listed in Table 2-1. Table 2-1. Response code messages Message Description $33529$/ &2'( A two to six-digit code number indicates that the transaction was approved. The number on the right side of the display is the approval code. &$// +(/3²$0 Invalid transaction amount. &$// +(/3²&0 Invalid card. The card number contained in the transaction is not recognized as a valid card or contains an error.
Chapter 2 The following user messages indicate conditions that arise from incorrect user or cardholder actions and need correction at the point of sale. Table 2-2. User messages 2-6 Message Description &$5' /,0,7 (;&(('(' Amount the cardholder entered is greater than the transaction limit for the terminal. '(&/,1(' Transaction was declined by the bank or bank network. (;&(66,9( 3,1 75,(6 PIN number entered and re-entered is invalid.
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