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Hypercom ICE 5500 manual

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Table of contents for the manual

  • Page 1

    ICE Series T roubleshooting Manual SPOS V ersion 05B For ICE 5500, 5700, and 6500 T erminals Date: July , 20-2001[...]

  • Page 2

    [...]

  • Page 3

    +SHUFRP&RUSRUDW LRQ : HVW.DWKOHHQ5RDG 3KRHQL[$ UL]RQD 86$ &RUSRUDWH7 HOHSKRQH &RUSRUDWH)D[  &RUSRUDWH5HSDLUV'HSDUWPHQW &RUSRUDWH: HE[...]

  • Page 4

    )&&3D UW ,&(6 7KLVHTXLSPHQWKDVEHHQWHVWHGDQGIRXQGWRFRPSOZ LWKWKHOLPLWVIRUD&ODVV$GLJLWDOGHYLFHSXUVXDQWWR3DUWRIWKH )&&,&(6 5XOHV7KHVHOLPLWVDUHGHVLJQHGWRSURYLGHUHD[...]

  • Page 5

    ,QGXVWU & DQDGD ,&1 RWLFH 127,&(  7 KH,QGXVWU&DQDGD,& ODEHOLGHQWLILHVFHUWLILHGHTXLSPHQW7 KLVFHUWLILFDWLRQPHDQVWKDWWKHHTXLSPHQWPHHWV WHOHFRPPXQLFDWLRQVQHWZRUNSURWHFWLY HRSHUDWLRQDODQGVDIHW UHTXLUHPHQWVGHVFULEHGLQWKHDS[...]

  • Page 6

    [...]

  • Page 7

    940331- 002, rev. A Hyperc om Corporat ion vii T able of Contents Who Shou ld Use This Bo ok . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi How This Bo ok Is Organize d . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 8

    Table of Contents viii ICE Te rminal Hyp erWare T roublesh ooting Ma nual 940331- 002, rev. A Test Fun ctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 2 Performin g a Keyboard T est . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 9

    940331- 002, rev. A Hyperc om Corporat ion ix List of Figures Chapte r 1 Equip ment In formati on Figure 1- 1. Printer sa mple receip t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-27 Figure 1- 2. Printer pa per door open . . . . . . . . . . . . . . . . . . .[...]

  • Page 10

    [...]

  • Page 11

    940331- 002, rev. A Hyperc om Corporat ion xi Introduction The ICE Series T roubleshoot ing Manual  is a comprehensiv e guide to tro ublesho oting Hyperc om ® ICE terminals using the Hypercom SPOS soft ware . The IC E terminals suppor t tr aditional te r minal fu nctions as w ell as PIN pa d and elect ronic receipt capture (ERC) functionalit y [...]

  • Page 12

    Introd uctio n xii ICE Series Troubleshooting Manual 940331-002, rev. A Procedures : Numbered procedur es hav e a special g raphic appearing in the mar gin of the text . The wor ds Step-by-S tep also a ppear in bold at the beginning of the proced ure. F or e xample: Step-by-Step T o perf or m a proce dure: 1. F ollow the steps outlined in the proce[...]

  • Page 13

    Chapter 1 Equipment Information This sectio n describes impor tant information on the applicat ion, initializati on, custom m aintenance, repairs , configur ation, t est functions , and printer issues f or th ese ICE terminals. Read each sect ion to ensure proper test ing and handling of the POS terminals. N OTE : T he terminal res ponse is based o[...]

  • Page 14

    Chapte r 1 1-2 ICE Series Troubleshooting Manual 940331-002, rev. A  EPROM The following list s the curr ent EPROM relea ses for the approp riat e ICE ter minals at the tim e of this publication: ICE 5500 EPROM rel ease:  T5K BOO T415 ICE 5700 EPROM relea se: T5KBOO T415 ICE 6500 EPROM relea se: TK5BOO T407 Applications Please contact your Hy[...]

  • Page 15

    Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-3 Initia lization The in itializ ation is the per sonality of the ter min al and co ntains mer chant-specif ic inform ation. Example s include the merchan t name and a ddress, card types the me rchant acc epts, offline opt ions, and phone numbers to dial for author ization and s ett[...]

  • Page 16

    Chapte r 1 1-4 ICE Series Troubleshooting Manual 940331-002, rev. A Requesting Repairs Hype rcom ha s the f ollo wing war rant ies on equipment: Fiv e years f or terminals One y ear f or periph erals Step-b y-Step T o requ est repair s: 1. Call the Hypercom POS T erm inal Ser vices Department at 80 0.584.187 6 f or a Return Merchand ise A uthorizat[...]

  • Page 17

    Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-5 Clearing Reversals, Batches, and Initializations at the Application Level Before loading a new application i nto a ter minal , you must clear al l rev ersals, ba tches, and the initial ization ind ividually b y u sing the Super visor option at the applica tion lev el. N OTE : Ther[...]

  • Page 18

    Chapte r 1 1-6 ICE Series Troubleshooting Manual 940331-002, rev. A Cle arin g a Batch Use the following step s to clear a batch. Step-b y-Step T o clea r a bat ch: Step Action T erminal response 1 Touch Press Here for Menu on the terminal display. N OTE : The Idle pro mpt ma y v ary dep ending on th e terminal and its con figur ation. If the optio[...]

  • Page 19

    Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-7 Clear ing the Initiali zation Use the following step s to clea r the initi alization. Step-b y-Step T o cle ar the in itializati on: Step Action T erminal response 1 Touch Press Here for Menu on the terminal display. N OTE : The Idle pro mpt ma y v ary dep ending on th e terminal [...]

  • Page 20

    Chapte r 1 1-8 ICE Series Troubleshooting Manual 940331-002, rev. A Clearing Reversals, Batches, or Everything at the Application Level Before loading a new application i nto a ter mi nal, you must clear al l rev ersals, ba tches, and the initial ization indi vidually using th e Funct ions optio n at the appl ication le vel. Step-b y-Step T o cle a[...]

  • Page 21

    Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-9 Accessing the T erminal Boot Level The ter minal boot lev el conta ins the te rmin al software a pplication, f or example, TSPO SXX.XXX, a s well as othe r settin gs such as dial mod es, option settings, hoo k delay , an d printe r settin gs. One of the f ollowing sc reens appea r[...]

  • Page 22

    Chapte r 1 1-10 ICE Series Troubleshooting Manual 940331-002, rev. A Procedu re #2 Use the P ower Down option des cribe d in this s ection to access the ter m inal boot lev el. Step-b y-Step T o acc ess the ter minal boot le vel: Step Action T erminal response 1 Power down the terminal by disconnect ing the power cord from the back. 2 Press and hol[...]

  • Page 23

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-11 ICE 6500 Procedu re #1 Use the T erminal Menu option descr ibed in th is sectio n to acce ss the ter m inal boot lev el. Step-b y-Step T o acc ess the boot lev el: Step Action T erminal response 1 Touch Press Here for Menu on the terminal display. N OTE : The Id le prompt ma y v [...]

  • Page 24

    Chapte r 1 1-12 ICE Series Troubleshooting Manual 940331-002, rev. A Procedu re #2 Use the P ower Down option des cribe d in this s ection to access the ter m inal boot lev el. Step-b y-Step T o acc ess the ter minal boot le vel: Step Action T erminal response 1 Power down the terminal by disconnect ing the power cord from the back. 2 Press and hol[...]

  • Page 25

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-13 Deleting the Current Software Application at the T erminal Boot Level T o dele te the cur rent software ap plication you must fi rst access the ter minal boot l e vel. F ollow the procedu res on page s 1-10 a nd 1-11 to access th e boot lev el, th en perf or m th is proced ure. S[...]

  • Page 26

    Chapte r 1 1-14 ICE Series Troubleshooting Manual 940331-002, rev. A Configuring a T erminal for an Application Download Configu re a ter minal for a software app licatio n download by first per f or ming the Me rchant Programming, o ption 1, fun ction. Then en ter the ter mina l ID number , initia lization tel ephone numbe r , and NMS te lephone n[...]

  • Page 27

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-15 6 Touch 0 for tone dialing or 1 for pulse (rot ary) dialing, then touch ENTER on the terminal display, or press ENTER on the terminal keyboard  to bypass this field. 0(5&+$1735 2*5$00,1* 3$%;$&&( 66&2'( Ï $%&'( ) 'HO [...]

  • Page 28

    Chapte r 1 1-16 ICE Series Troubleshooting Manual 940331-002, rev. A Loading a T erminal with Software The ter minal dia ls the NMS telephon e number in the Merchant Pr ogramming, option 1 paramete rs and initiates a program load f or the software applic ation. This process takes approximately 5 m inutes per page or a total of 25 to 45 minutes, de [...]

  • Page 29

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-17 Initializing a T erminal for a Parameter Download T o rec eiv e a pa rameter downlo ad, the ter minal must hav e a un ique ter mi nal ID . This ID is also known as the ter mina l profile. In this procedur e, the ter minal di als the init ialization (INIT) tel ephone numbe r loca [...]

  • Page 30

    Chapte r 1 1-18 ICE Series Troubleshooting Manual 940331-002, rev. A Scree n 2 P er f or m the following steps from the software lev el if th e ter minal d ispla ys the Please Initiali ze prompt. The Please Ini taliz e pr ompt indicat es that the ter minal does not hav e in itializati on parameters. Step-b y-Step T o init ialize a ter minal f or a [...]

  • Page 31

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-19 Changing Settings in the T erminal Boot Level There ar e approximately 22 settings i n the ter minal B oot lev el. So me can be changed a nd others canno t. This proc edure id entifies the only o ption set tings you can ch ange.  Step-b y-Step T o chan ge settin gs in the term[...]

  • Page 32

    Chapte r 1 1-20 ICE Series Troubleshooting Manual 940331-002, rev. A 5 The terminal displays the CU address. The CU address should be at the default sett ing of 30 . Touch 3, 0, ENTER, or touch ENTER on the terminal display to bypass this field. 237,2135 2*5$00,1* &2175$67   Ï &$1&(/ &/($5 (17(5 6 The ter[...]

  • Page 33

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-21 12 Touch CANCEL to exit the Option Programming menu. The terminal now returns to t he Maintenance Functions menu. 237,21 352*500, 1* ',63/$ <+:&21) ,*'$7$ 0(025< )81&7,21 6 &$/,%5 $7(728&+ 3$[...]

  • Page 34

    Chapte r 1 1-22 ICE Series Troubleshooting Manual 940331-002, rev. A T est Functions Use the tes t functio ns descr ibed in th is sectio n f or troubles hooting. Performi ng a Keyboard T es t Use this fun ction to ini tiate a keyboard test. The ter minal displays the column and row of the key presse d. N OTE : Y ou c an also access thi s functio n [...]

  • Page 35

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-23 Perfo rming a Dis play T est Use this fun ction to ini tiate a di splay test. The dis pla y da rkens and ligh tens accor dingly . N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 8, 3, and p ressing o r touchin g Enter . Step-b y-Step T o per f or m a displ [...]

  • Page 36

    Chapte r 1 1-24 ICE Series Troubleshooting Manual 940331-002, rev. A Performi ng a PIN Pad T est Use this fun ction to ini tiate a PIN pad test to tes t the inter nal o r e xter nal  PIN pad. N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 9, 4, and p ressing o r touchin g Enter . Step-b y-Step T o perfor m a PIN pad t est[...]

  • Page 37

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-25 Performi ng a Card Read er T est Use this fun ction to e nable the card reader test an d to disp la y track 1 and t r ack 2 da ta. N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 8, 9, and p ressing o r touchin g Enter . Step-b y-Step T o per f or m a card [...]

  • Page 38

    Chapte r 1 1-26 ICE Series Troubleshooting Manual 940331-002, rev. A Performi ng a Printer T est Use this fu nction to ini tiate a pr inter tes t. The ter minal pr oduces a test p rin t with various chara cters and fo n t s i z e s . N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 8, 2, and p ressing o r touchin g Enter . Ste[...]

  • Page 39

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-27 Figur e 1-1. Printer samp le receip t[...]

  • Page 40

    Chapte r 1 1-28 ICE Series Troubleshooting Manual 940331-002, rev. A T urning the Printer On or Off Use this fun ction to tur n the printer o n or off.  N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 7, 1, and p ressing o r touchin g Enter . Step-b y-Step T o tur n the printer o n or off: Step Action T erminal response 1 [...]

  • Page 41

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-29 Clearing Printer Paper Jams The following steps de scrib es clear ing paper jams from the ICE  ter minal .  N OTE : The g raphic s used in this sec tion are of the ICE 5700 ter min al. Step-b y-Step T o cle ar a pr inter pap er jam: 1. Disconne ct the power cable fr om the [...]

  • Page 42

    Chapte r 1 1-30 ICE Series Troubleshooting Manual 940331-002, rev. A 4. T urn the manual f eed wheel to remo ve an y printer paper still in the printer . Figur e 1-4. Op en paper door 5. Lift the tension r elease arm, placing i t in the upward, lock ed posit ion  6. Lift and hold the paper cut ter mechanism to gain a ccess to the pr inter . Figu[...]

  • Page 43

    Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-31 Reloading Printer Paper T o pro perly i nstall t he print er paper, read the following step s carefull y . N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 1, 5, and p ressing o r touchin g Enter . Step-b y-Step T o load printer paper : 1. Place th e paper r[...]

  • Page 44

    [...]

  • Page 45

    Chapter 2 Error Messages This sectio n ex plains the diff erent types o f error messa ges that ma y occur d uring operat ions and possib le steps to clear the error message . Please T ry Again (CE) Communicati on Error (CE) indicat es the ter minal dia led a number that does not answ er . The following is a li st of optio ns to clear the error mess[...]

  • Page 46

    Chapte r 2 2-2 ICE Series Troubleshooting Manual 940331-002, rev. A Please T ry Again (TO) Time Out ( T O) indic ates the ter min al made a connection, b ut it timed o ut because i t received no repl y from the h ost. The following is a list of opti ons to clea r the erro r message: V erify that the merchant is activ e (stag ed) at the host. V erif[...]

  • Page 47

    Error M essages 940331- 002, rev. A Hyperc om Corpo ration 2-3 Line Busy Line Bus y indicate s the ter mi nal does not detect a di al tone. The following is a list of o ptions to clear the error message: V erify that the telephone line is plugg ed into t he line port. V erify that the line is analog and not digital. Plug the line into a telephone a[...]

  • Page 48

    Chapte r 2 2-4 ICE Series Troubleshooting Manual 940331-002, rev. A Before Loading or Initializing a T erminal The following mess ages appe ar before you load or ins tall a ter mina l. Please Ini tialize or Cal l Help (FE) F or mat Er ror (FE) ind icates t he ter minal is in Boot mode and requ ires an in itializati on, or personality , load. Please[...]

  • Page 49

    Error M essages 940331- 002, rev. A Hyperc om Corpo ration 2-5 Programming f or Hyper com ICE ter mi nals incl udes the te st resp onse code m essages listed i n T able 2-1. Table 2-1. Response code messages Message D escriptio n $33529$/ &2'(  A two to six-digit code number indicates that the transaction was approv[...]

  • Page 50

    Chapte r 2 2-6 ICE Series Troubleshooting Manual 940331-002, rev. A The following user me ssages indicate c onditions tha t ari se from in correct u ser or ca rdholder acti ons and need c orrectio n at the poi nt of sale. Table 2-2. User messages Message D escriptio n &$5'/,0, 7 (;&(('(' Amount the cardholder entered is[...]

  • Page 51

    : H : HOF RPH< RXU &RPPHQWV 3OHDVHI D[WK LVS DJHZ LWK RXUFR PPHQW VWR+SHU FRP&R USRUDWLR QDW   'RFXPHQW 1XPEHUUHY $  ,Q RQHZR UGK RZZRXOG RXGH VFU LEHW KLV JXL GH&quo[...]

  • Page 52

    [...]

  • Page 53

    [...]

  • Page 54

    'RFXPHQW 1XPEHU UHY $ 3ULQWHGLQ WKH86$[...]