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changes.mady.by.user Rebecca Buesseler

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changes.mady.by.user Ariana R.

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  • Power-cycle the terminal

  • Disconnect and reconnect the phone cable from the terminal and the phone/line port.

  • Make sure Check that the phone cord is plugged into the correct port on the terminal. (Line Port)

  • Confirm Check if the phone line has a dial tone with no pauses or beeps beforehand.

    • Check if long distance works by calling our auth numbers (18002281257 & 18772664012) on their the line.

  • Confirm they're Check that the terminal is not on the same line . If they are, call their cell phone or call them back after every step.Confirm if terminal is on a or as the phone.

  • Check whether or not the terminal is sharing the line with splitter another device/phone via a splitter.

    • If so, try to remove it and connect the terminal directly to the phone jack.

  • The phone cable may have a short, try a different physical phone cable.

    • If they say they do not have another phone cord, ask them to use the cord from their cable is unavailable, try using the cable from the telephone.

  • Try a different wall jack, if available.

  • Confirm if they are using the phone line connection is on an Analog or Digital Line . (see 'Analog vs VOIP/Digital' section below)

Software Troubleshooting

  • Check that the correct comm type is set.

  • If you are getting connect errors, the terminal might not 'hear' the dial tone, try disabling dial tone check (see below).

  • Confirm if the merchant needs a dial prefix or pause.

  • Check Terminal Comm settings:

    • Try changing the baud rate (see below)

    • Check that the appropriate auth numbers are set on the terminal (Contact Support for assistance)

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Analog vs VOIP/Digital

A digital phone line may cause the terminal to lose data during transmission. Digital phone systems do not have retry/error correction capabilities, and if a piece of data is lost in transmission, there is no way to recover it. This ends in a failed connection. The longer the connection time, the more likely that a failure will occur. That’s why transactions may go through OK (the connection time is very short) and settlements or downloads may fail (connection time is much longer).

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