This error message indicates either the wrong clerk ID is entered or the Clerk ID prompt is disabled inside the terminal conflicting with the back office Enable Clerk ID setting. See Enabling Clerk IDs for troubleshooting assistance.
This error means the terminal's 9 digit serial number is either (1) not recorded on the account or (2) recorded incorrectly. In some cases, the device's 9 digit serial number is mislabeled underneath the machine. There is a way to verify by loading the gift/loyalty main menu where Record Sale, Balance Inquiry, and Load Value functions display. Tap MORE purple button. Select SETUP MENU. Select Terminal. Enter default manager passcode of 92266831 ENTER. Observe Terminal ID# on screen. This value is the correct serial number. Compare against the serial number recorded on the merchant account and make applicable changes. Then retry transaction.
This error means the card swiped at the terminal could not be recognized by the host system. If this issue is isolated, try pressing the STAR button on the keypad to exit back to the root menu screen where the date and time is displayed. Then relaunch the gift/loyalty application and try again. If issue still persists, contact Technical Support for assistance to check the card range. Please communicate the card ID# in your message to Technical Support.
This error means one of two things, ether the ZA (Application Name) or ZT (Terminal ID) values were not input correctly OR the terminal download file has not been setup on the download server. Recheck accuracy of ZA and ZT download values and contact Technical Support for assistance.
If you see the TAMPER CERTIFICATE blinking message at any time during the bootup phase and the terminal is otherwise inoperable the terminal is toast. The BIOS is corrupted and the terminal must be replaced and repaired. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If you see the CHECK SUM blinking message at any time during the bootup phase and the terminal is otherwise inoperable the terminal is toast. The BIOS is corrupted and the terminal must be replaced and repaired. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If you see the SECURITY ALERT BAD RTC CHIP blinking message at any time during the bootup phase and the terminal is otherwise inoperable the terminal is toast. The communications chip is damaged and the terminal must be replaced and repaired. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If this message appears on bootup it means that the VMAC operating system has either not been installed or running properly and needs to be reloaded. Delete Group 1 RAM files and follow remote download instructions for reloading VMAC.
If the No Applications Present message displays on bootup, it means the VMAC operating system was installed but no applications have yet to be installed. Follow remote download instructions to continue to next Phase such as Download CommServer or downloading your loyalty application.
This error means there is no telephone connectivity to perform the download or process a transaction. Check to make sure the phone line is securely connected to the phone jack on the terminal and the other end is securely plugged into the wall and not going through a splitter. Also verify the phone line itself is analog and not digital as only analog lines can be used for downloads. If the problem persists, move the terminal to another location to retry the download (such as office fax line) or connect the terminal to an Ethernet connection for Internet downloads and transaction processing.
NOTE: As of 11/1/2023 the dial up modem bank has been disconnected for lack of usage. Therefore, transaction processing on VeriFone terminals exclusively works over Ethernet.
This error could mean the modem is detecting a phone line but the line itself might not be a regular analog (copper) phone line and instead could be a VoIP line such as Vonage. VoIP lines can be problematic for both downloading and transaction processing. Move the terminal to another location to retry the download (such as office fax line) or connect the terminal to an Ethernet connection for Internet downloads and transaction processing.
This error means there is a problem with the download configuration parameters. Access the EDIT PARAMETERS function on the terminal and verify the *ZA (Application Name) and *ZT (Client ID) are correctly configured. Adjust the values as necessary and retry the download. If this error message repeats, escalate issue to Technical Support for investigation. Include the specific model of the terminal in your correspondence.
This error is almost always caused by a noisy phone line and can strike at any time during the download process. It means the download was disrupted and must be restarted. Press the Cancel button and restart the download again. If this error strikes repeatedly, verify the phone line is an analog line and not connected through a splitter. Physically move the terminal to a location with a direct analog line (i.e., fax machine) connected to the wall and not through a splitter. Retry the download. If the error message still persists after repeated attempts, and you're trying either a VMAC or COMM SERVER download, change the ZP value from 18662151228 to 18172516917 and retry. If the change in ZP value still produces the same error message, then go into the Edit function of the Sys Mode menu of the applicable group and manually add two (2) new *Z variables to the download configuration as follows: *ZR = 6 and *ZRESP = 16. Then retry the download. If the error message still persists, go back into the Edit function of the Sys Mode menu of the applicable group edit the new *Z values as follows: *ZR = 3 and *ZRESP = 10. Then retry the download.
This error is almost always caused by a noisy phone line and can strike at any time during the download process. It means the download was disrupted and must be restarted. Instruct the client to press the Cancel button and restart the download again. If this error strikes repeatedly, verify the phone line is an analog line and not connected through a splitter. Physically move the terminal to a location with a direct analog line (i.e., fax machine) connected to the wall and not through a splitter. If the error message still persists after repeated attempts, and you're trying either a VMAC or COMM SERVER download, change the ZP value from 18662151228 to 18172516917 and retry. If the change in ZP value still produces the same error message, then go into the Edit function of the Sys Mode menu of the applicable group and manually add two (2) new *Z variables to the download configuration as follows: *ZR = 6 and *ZRESP = 16. Then retry the download. If the error message still persists, go back into the Edit function of the Sys Mode menu of the applicable group edit the new *Z values as follows: *ZR = 3 and *ZRESP = 10. Then retry the download.
This error is caused by either a noisy phone line or could be a communications issue originating from the download server. When this error is returned, press Cancel and the terminal will reboot. Start the download process again. If this error strikes repeatedly, verify the phone line is an analog line and not connected through a splitter. Physically move the terminal to a location with a direct analog line (i.e., fax machine) connected to the wall and not through a splitter. If the error message still persists after repeated attempts, and you're trying either a VMAC or COMM SERVER download, change the ZP value from 18662151228 to 18172516917 and retry. If the change in ZP value still produces the same error message, then go into the Edit function of the Sys Mode menu of the applicable group and manually add two (2) new *Z variables to the download configuration as follows: *ZR = 6 and *ZRESP = 16. Then retry the download. If the error message still persists, go back into the Edit function of the Sys Mode menu of the applicable group edit the new *Z values as follows: *ZR = 3 and *ZRESP = 10. Then retry the download.
In extremely rare cases, AFTER successful download, the terminal will not install the VMAC operating system nor any other 3rd party software. During the unzip process after download, if the terminal returns FILE AUTHENTICATION ERROR either once or multiple times, it is likely the terminal has been signed by the processor who originally ordered the machine. In this case, the terminal is a refurb and originally belonged to another processor who "signed" the terminal by adding a line of code preventing any other vendor from using the terminal without knowing the processor's signature. This issue is rarely experienced in the United States and is more common in Canada. However, refurbished terminals can come from anywhere. If this situation arises, the only resolution step is to replace the terminal with a new one by following your normal terminal replacement procedures.
This error was observed on an Omni 3750 Dual Com and displayed after a successful download and reboot where the loyalty app never emerges on the root menu screen. This issue originates from the merchant's credit card processor, which placed a block on the machine preventing 3rd party application downloads (and hence 3rd party transaction processing beyond credit/debit cards). The CC processor needs to program an authorization key into the file build profile allowing gift and loyalty programs to be successfully downloaded. Request merchant contact their credit card processor and specifically request this authorization key to permit 3rd party downloads for their gift and loyalty program. Then re-download the merchant services program with the appropriate authorization key. After successful merchant services download, retry loyalty application download and verify the loyalty app properly displays in the root menu and can be accessed to process transactions.
If you see this message display on screen, the terminal is corrupted. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If you download Comm Server successfully but do not see it displayed on the root menu screen, it could be hidden from view due to a firmware configuration. Try pressing the zero (0) button on the keypad to see if the screen changes and you successfully access the Comm Server application. If pressing 0 does not load Comm Server, try every other button on the keypad. If that still doesn't work, press the 4th purple button from the left and run a Summary Report. Inspect the printout noting whether COMM SERVER is even listed as an available application in one of the groups listed in the table. If you do see COMM SERVER listed anywhere in the group table, try re-installing it. If you do not see COMM SERVER listed on the Summary Report then we can definitely conclude its a bad Dual Com terminal that is refusing to recognize the device as Ethernet capable (Dual Com). You can use this terminal to process over dial up but if you require Ethernet connectivity of the loyalty program, send the terminal back for repair or replacement. We don't know why this happens from time to time. Just another quirk on the VeriFone VX series like the Check Sum or Tamper Certificate errors noted above.
This issue could be indicative of a memory problem. Press STAR to return to root menu with the date and time and press 4th (last) purple button from the left and select Summary Report. Inspect the application list for programs taking up unnecessary memory noting how much memory is left on the terminal and the group number (1-15). Applications can be wiped clean of RAM and FLASH memory files through the Sys Mode menu which is accessed by pressing F2 and F4 at the same time and entering the default password of 1-alpha-alpha 66831. Then scroll down to the Edit function and clear out the memory for the selected groups that are no longer required by the merchant. . Look for options that will clear out both RAM and FLASH memory for ONLY the selected groups. Remember, merchant credit card software and Comm Server is loaded in Group 1 and Group 2 so you never want to delete memory files from Group 1 or Group 2 nor select the Delete All Groups option. Its also possible the loyalty application itself is loaded into two separate GID’s (groups). You can clear the RAM and FLASH from the GID that you downloaded the application. Then restart the terminal and run the summary report again. If you still see the application in one of the groups, then you will need to clear the RAM and FLASH from that group as well. Finally, you can re-download the application. If none of these measures work, escalate issue to L2 Technical Support for assistance.
In some cases, the merchant’s credit card processor disables the manufacturer’s default password and changes it. This is a nasty procedure some credit card processors do to "booby trap" the terminal and prevent merchants from downloading different applications on it, including a competing credit card processor. We have discovered a technique that sometimes works. When you are prompted for the password and enter the wrong password continue pressing the green ENTER button repeatedly a few times and observe whether the screen prompts you to enter a new password. If it does, enter the factory default of 1-alpha-alpha-66831 and proceed as planned. If this doesn't work, ask your client to contact their processor and find out the new VeriFone Sys Mode menu password in order to access the necessary screens to complete the download process.
Check the error displayed on your screen against the list below noting possible reasons and resolution procedures.
This error message indicates either the wrong clerk ID is entered or the Clerk ID prompt is disabled inside the terminal conflicting with the back office Enable Clerk ID setting. See Enabling Clerk IDs for troubleshooting assistance.
This error means the terminal's 9 digit serial number is either (1) not recorded on the account or (2) recorded incorrectly. In some cases, the device's 9 digit serial number is mislabeled underneath the machine. There is a way to verify by loading the gift/loyalty main menu where Record Sale, Balance Inquiry, and Load Value functions display. Tap MORE purple button. Select SETUP MENU. Select Terminal. Enter default manager passcode of 92266831 ENTER. Observe Terminal ID# on screen. This value is the correct serial number. Compare against the serial number recorded on the merchant account and make applicable changes. Then retry transaction.
This error means the card swiped at the terminal could not be recognized by the host system. If this issue is isolated, try pressing the STAR button on the keypad to exit back to the root menu screen where the date and time is displayed. Then relaunch the gift/loyalty application and try again. If issue still persists, contact Technical Support for assistance to check the card range. Please communicate the card ID# in your message to Technical Support.
This error means one of two things, ether the ZA (Application Name) or ZT (Terminal ID) values were not input correctly OR the terminal download file has not been setup on the download server. Recheck accuracy of ZA and ZT download values and contact Technical Support for assistance.
If you see the TAMPER CERTIFICATE blinking message at any time during the bootup phase and the terminal is otherwise inoperable the terminal is toast. The BIOS is corrupted and the terminal must be replaced and repaired. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If you see the CHECK SUM blinking message at any time during the bootup phase and the terminal is otherwise inoperable the terminal is toast. The BIOS is corrupted and the terminal must be replaced and repaired. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If you see the SECURITY ALERT BAD RTC CHIP blinking message at any time during the bootup phase and the terminal is otherwise inoperable the terminal is toast. The communications chip is damaged and the terminal must be replaced and repaired. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If this message appears on bootup it means that the VMAC operating system has either not been installed or running properly and needs to be reloaded. Delete Group 1 RAM files and follow remote download instructions for reloading VMAC.
If the No Applications Present message displays on bootup, it means the VMAC operating system was installed but no applications have yet to be installed. Follow remote download instructions to continue to next Phase such as Download CommServer or downloading your loyalty application.
This error means there is no telephone connectivity to perform the download or process a transaction. Check to make sure the phone line is securely connected to the phone jack on the terminal and the other end is securely plugged into the wall and not going through a splitter. Also verify the phone line itself is analog and not digital as only analog lines can be used for downloads. If the problem persists, move the terminal to another location to retry the download (such as office fax line) or connect the terminal to an Ethernet connection for Internet downloads and transaction processing.
NOTE: As of 11/1/2023 the dial up modem bank has been disconnected for lack of usage. Therefore, transaction processing on VeriFone terminals exclusively works over Ethernet.
This error could mean the modem is detecting a phone line but the line itself might not be a regular analog (copper) phone line and instead could be a VoIP line such as Vonage. VoIP lines can be problematic for both downloading and transaction processing. Move the terminal to another location to retry the download (such as office fax line) or connect the terminal to an Ethernet connection for Internet downloads and transaction processing.
This error means there is a problem with the download configuration parameters. Access the EDIT PARAMETERS function on the terminal and verify the *ZA (Application Name) and *ZT (Client ID) are correctly configured. Adjust the values as necessary and retry the download. If this error message repeats, escalate issue to Technical Support for investigation. Include the specific model of the terminal in your correspondence.
This error is almost always caused by a noisy phone line and can strike at any time during the download process. It means the download was disrupted and must be restarted. Press the Cancel button and restart the download again. If this error strikes repeatedly, verify the phone line is an analog line and not connected through a splitter. Physically move the terminal to a location with a direct analog line (i.e., fax machine) connected to the wall and not through a splitter. Retry the download. If the error message still persists after repeated attempts, and you're trying either a VMAC or COMM SERVER download, change the ZP value from 18662151228 to 18172516917 and retry. If the change in ZP value still produces the same error message, then go into the Edit function of the Sys Mode menu of the applicable group and manually add two (2) new *Z variables to the download configuration as follows: *ZR = 6 and *ZRESP = 16. Then retry the download. If the error message still persists, go back into the Edit function of the Sys Mode menu of the applicable group edit the new *Z values as follows: *ZR = 3 and *ZRESP = 10. Then retry the download.
This error is almost always caused by a noisy phone line and can strike at any time during the download process. It means the download was disrupted and must be restarted. Instruct the client to press the Cancel button and restart the download again. If this error strikes repeatedly, verify the phone line is an analog line and not connected through a splitter. Physically move the terminal to a location with a direct analog line (i.e., fax machine) connected to the wall and not through a splitter. If the error message still persists after repeated attempts, and you're trying either a VMAC or COMM SERVER download, change the ZP value from 18662151228 to 18172516917 and retry. If the change in ZP value still produces the same error message, then go into the Edit function of the Sys Mode menu of the applicable group and manually add two (2) new *Z variables to the download configuration as follows: *ZR = 6 and *ZRESP = 16. Then retry the download. If the error message still persists, go back into the Edit function of the Sys Mode menu of the applicable group edit the new *Z values as follows: *ZR = 3 and *ZRESP = 10. Then retry the download.
This error is caused by either a noisy phone line or could be a communications issue originating from the download server. When this error is returned, press Cancel and the terminal will reboot. Start the download process again. If this error strikes repeatedly, verify the phone line is an analog line and not connected through a splitter. Physically move the terminal to a location with a direct analog line (i.e., fax machine) connected to the wall and not through a splitter. If the error message still persists after repeated attempts, and you're trying either a VMAC or COMM SERVER download, change the ZP value from 18662151228 to 18172516917 and retry. If the change in ZP value still produces the same error message, then go into the Edit function of the Sys Mode menu of the applicable group and manually add two (2) new *Z variables to the download configuration as follows: *ZR = 6 and *ZRESP = 16. Then retry the download. If the error message still persists, go back into the Edit function of the Sys Mode menu of the applicable group edit the new *Z values as follows: *ZR = 3 and *ZRESP = 10. Then retry the download.
In extremely rare cases, AFTER successful download, the terminal will not install the VMAC operating system nor any other 3rd party software. During the unzip process after download, if the terminal returns FILE AUTHENTICATION ERROR either once or multiple times, it is likely the terminal has been signed by the processor who originally ordered the machine. In this case, the terminal is a refurb and originally belonged to another processor who "signed" the terminal by adding a line of code preventing any other vendor from using the terminal without knowing the processor's signature. This issue is rarely experienced in the United States and is more common in Canada. However, refurbished terminals can come from anywhere. If this situation arises, the only resolution step is to replace the terminal with a new one by following your normal terminal replacement procedures.
This error was observed on an Omni 3750 Dual Com and displayed after a successful download and reboot where the loyalty app never emerges on the root menu screen. This issue originates from the merchant's credit card processor, which placed a block on the machine preventing 3rd party application downloads (and hence 3rd party transaction processing beyond credit/debit cards). The CC processor needs to program an authorization key into the file build profile allowing gift and loyalty programs to be successfully downloaded. Request merchant contact their credit card processor and specifically request this authorization key to permit 3rd party downloads for their gift and loyalty program. Then re-download the merchant services program with the appropriate authorization key. After successful merchant services download, retry loyalty application download and verify the loyalty app properly displays in the root menu and can be accessed to process transactions.
If you see this message display on screen, the terminal is corrupted. There is no remedy other then complete replacement. Contact Technical Support for assistance.
If you download Comm Server successfully but do not see it displayed on the root menu screen, it could be hidden from view due to a firmware configuration. Try pressing the zero (0) button on the keypad to see if the screen changes and you successfully access the Comm Server application. If pressing 0 does not load Comm Server, try every other button on the keypad. If that still doesn't work, press the 4th purple button from the left and run a Summary Report. Inspect the printout noting whether COMM SERVER is even listed as an available application in one of the groups listed in the table. If you do see COMM SERVER listed anywhere in the group table, try re-installing it. If you do not see COMM SERVER listed on the Summary Report then we can definitely conclude its a bad Dual Com terminal that is refusing to recognize the device as Ethernet capable (Dual Com). You can use this terminal to process over dial up but if you require Ethernet connectivity of the loyalty program, send the terminal back for repair or replacement. We don't know why this happens from time to time. Just another quirk on the VeriFone VX series like the Check Sum or Tamper Certificate errors noted above.
This issue could be indicative of a memory problem. Press STAR to return to root menu with the date and time and press 4th (last) purple button from the left and select Summary Report. Inspect the application list for programs taking up unnecessary memory noting how much memory is left on the terminal and the group number (1-15). Applications can be wiped clean of RAM and FLASH memory files through the Sys Mode menu which is accessed by pressing F2 and F4 at the same time and entering the default password of 1-alpha-alpha 66831. Then scroll down to the Edit function and clear out the memory for the selected groups that are no longer required by the merchant. . Look for options that will clear out both RAM and FLASH memory for ONLY the selected groups. Remember, merchant credit card software and Comm Server is loaded in Group 1 and Group 2 so you never want to delete memory files from Group 1 or Group 2 nor select the Delete All Groups option. Its also possible the loyalty application itself is loaded into two separate GID’s (groups). You can clear the RAM and FLASH from the GID that you downloaded the application. Then restart the terminal and run the summary report again. If you still see the application in one of the groups, then you will need to clear the RAM and FLASH from that group as well. Finally, you can re-download the application. If none of these measures work, escalate issue to L2 Technical Support for assistance.
In some cases, the merchant’s credit card processor disables the manufacturer’s default password and changes it. This is a nasty procedure some credit card processors do to "booby trap" the terminal and prevent merchants from downloading different applications on it, including a competing credit card processor. We have discovered a technique that sometimes works. When you are prompted for the password and enter the wrong password continue pressing the green ENTER button repeatedly a few times and observe whether the screen prompts you to enter a new password. If it does, enter the factory default of 1-alpha-alpha-66831 and proceed as planned. If this doesn't work, ask your client to contact their processor and find out the new VeriFone Sys Mode menu password in order to access the necessary screens to complete the download process.
