This section provides troubleshooting guidelines to help with installation and configuration of the VeriFone® Vx510 terminal. If during normal, day-to-day operation of the VeriFone® Vx510 terminal, minor malfunctions occur, please read through these troubleshooting examples. This section also contains typical examples of malfunctions that can occur while operating the POS equipment and lists steps to take to resolve them.

Daily Preparation

Check the POS terminal every day so it is ready when the store opens.

  1. Make sure power switch is on.
  2. Check all cable connections on the back of the terminal including the PIN pad, telephone line and power pack cable. A moving arrow should appear on the PIN pad.
  3. Make sure the POS device screen displays initial screen prompts.
  4. Check the printer’s paper supply. Replace if low.

Printing on the VeriFone Vx510

A fast, quiet thermal printer is built in to theVeriFone® Vx510. Because the printer receives power directly from the POS device, there are no additional cables to connect.

About Thermal Printer Paper

The VeriFone® Vx510 can use either of the following types of replacement paper:

  • CRM0039 – High-grade thermal paper, 2-1/4 inch (57 mm) wide roll
  • CRM0027 – Medium-grade thermal paper, 2-1/4 inch (57 mm) wide roll

The VeriFone® Vx510 printer uses single-ply, thermal-sensitive roll paper that is 2-1/4 inches (57 millimeters) wide and about 82 feet (25 meters) long. Before you can process transactions, you must load a paper roll into the printer unit. This procedure is described in this section.

*CAUTION: *Because impact, friction, temperature, humidity, light, and oil affect the coloring and storage characteristics of thermal paper, handle this type of paper carefully. Never load a roll of paper that has any folds, wrinkles, tears, or holes at edges or in the printing area. For best results, cut the leading edge of the paper, instead of tearing it, before feeding it into the printer.

Installing a Paper Roll

1. Turn on the terminal. The green LED indicator will blink on and off, indicating that the printer needs paper.
2. Press the button on the side of the terminal to unlatch the paper roll cover, then rotate the cover up and back (as shown below).

3. Remove partial rolls of paper in the printer tray by lifting up.
4. Loosen the glued leading edge of the paper or remove the protective strip from the new roll of paper and cut a straight edge across its leading end.
5. Hold the roll so the paper feeds from the bottom of the roll.
6. Drop the paper roll into the printer tray, leaving about two inches of the paper sticking up past the serrated metal tear strip (as shown below).

7. Close the paper roll cover by gently pressing directly on the cover until it clicks shut. Allow a small amount of paper to extend outside the cover.

CAUTION: To prevent damage to the print roller on the paper roll cover, always close the cover by gently pressing down on the paper roll cover.

Maintaining the Verifone Vx510 POS Device

The VeriFone POS device has no user-maintainable parts.

Cleaning the Terminal

To properly maintain a VeriFone® Vx510 terminal, clean it regularly to remove dust, accumulations of dirt or grease, and fingerprints.

To clean the terminal, use a clean cloth slightly dampened with water and a drop or two of mild soap. For stubborn stains, use alcohol or an alcohol-based cleaner.

CAUTION: Never use thinner, trichloroethylene, or ketone-based solvents – they may deteriorate plastic or rubber parts.

Do not spray cleaners or other solutions directly onto the keypad or LCD screen.

Cleaning the Printer

Every few months, check and thoroughly clean the printer:

  1. Be sure the POS device is connected to a power source.
  2. Open the roll paper cover. (See Installing a Paper Roll)
  3. Lift out the paper roll from the paper roll cradle, if necessary.
  4. Tip the terminal and tap it to remove any dirt, dust, or bits of paper present in the printer compartment.
  5. Re-install the paper roll or install a new roll. (See Installing a Paper Roll)

Troubleshooting

This section provides troubleshooting guidelines to help with installation and configuration of the VeriFone POS device. If during normal, day-to-day operation of the VeriFone POS device, minor malfunctions occur, please read through these troubleshooting examples. This section also contains typical examples of malfunctions that can occur while operating the VeriFone POS device and lists steps to take to resolve them.

Terminal Display Does Not Show Correct or Readable Information

  • Check all cable connections and verify that each cable line is properly connected.
  • Check the electrical outlet. The power pack connectors may be loose or the outlet may not be supplying power. The power cord must be locked in position for the POS device to work.
  • If the problem persists, contact the Retailer Customer Service Call Center.

Terminal Does Not Dial Out

If the terminal does not dial out:

  • Check the telephone line connections.
  • Check that the telephone line is working by plugging it into a working telephone and listening for a dial tone.
  • If there is a dial tone and the problem persists call the Retailer Customer Service Call Center.
  • If there is still no dial tone, replace the telephone cable that connects the POS device with a cable that is working correctly.
  • If there is still no dial tone, call the telephone company for repair.

Terminal Does not Print

If the printer does not work properly:

  • Check all POS device power connections. The green power-on indicator light must be on.
  • Check that the paper roll cover is properly latched.
  • If the green power-on indicator is blinking on and off, the printer is out of paper.
  • Open the paper roll cover and install a new roll of printer paper.

Printer Paper Jam

If paper jams inside the printer:

  • Press the button on the side of the POS device to unlatch the paper roll cover, then open the cover.
  • Remove the damaged paper from the paper roll and clear the feed mechanism.
  • Install a roll of printer paper as described in Installing a Paper Roll.
  • If the problem persists, it may be due to poor paper quality. Install a new roll of higher-quality paper.

PIN pad Does Not Work

  • Check all PIN pad cable connections.
  • Try a different magnetic stripe card to ensure the problem is not a defective card.
  • If the problem persists, contact the Retailer Customer Service Call

POS Device Transactions Do Not Work

There are several reasons why the POS device may not process transactions.
Use the following steps to troubleshoot failures.

The cause of the problem may be the card reader:

  • Perform transactions with several cards to ensure the problem is not a defective card.
  • Make sure you are swiping cards properly. With the VeriFone® Vx510 card reader, the black magnetic stripe on the card should face down and in, toward the keypad.
  • Process a transaction manually using the keypad instead of using the card reader.
  • If the manual transaction works, contact the Retailer Customer Service Call Center to have the POS device replaced.
  • If the manually-keyed transaction does not work, check the telephone line using another telephone base unit or another VeriFone POS device.
  • Disconnect the telephone line from the back of the VeriFone POS device and connect it to a working telephone to check for a dial tone. If there is no dial tone, replace the telephone cable. (See POS Device Does Not Dial Out)

Terminal Key Pad Does Not Work

• Check the display panel. If it displays the wrong character, or nothing
at all when pressing a key, follow the steps outlined in POS Device
Display Does Not Show Correct or Readable Information.
• If pressing a function key does not perform the expected action, refer
to POS Device Administrative Functions to be sure the data is entered
correctly.
• If the problem persists, contact the Retailer Customer Service Call
Center.

Note: If the POS device routinely cannot scan cards, then the device may need
repair or replacement.

Error Messages

If the POS device has a problem with a transaction, it will show an error message
on the screen. The following chart explains the most common messages.

Code Error Msg Reason Resolution
A1 Incorrect Voucher ID When performing a Manual Voucher Clear transaction, an incorrect seven-digit Voucher ID number was entered. Re-enter the Manual Voucher Clear transaction, verify that all entries are correct. If the problem persists, call the Retail Helpline.
A2 Incorrect Apprvl Code When performing a Manual Voucher Clear transaction, an incorrect seven-digit Voucher ID number was entered. Re-enter the Manual Voucher Clear transaction, verify that all entries are correct. If the problem persists, call the Retail Helpline.
A3 Amount Exceeds Auth When performing a Manual Voucher Clear transaction, the dollar amount that was entered is greater than the original Manual Voucher authorization amount. Re-enter the Manual Voucher Clear transaction, verify that all entries are correct. If the problem persists, call the Retail Helpline.
A4 Call Retailer Help Desk When performing a Manual Voucher Clear transaction, the EBT system was unable to complete the transaction with the information provided. Call the Retail Helpline with the error code.
A5 Call Retailer Help Desk When performing a Manual Voucher Clear transaction, the EBT system was unable to complete the transaction with the information provided. Call the Retail Helpline with the error code.
A6 Vchr Already Cleared When performing a Manual Voucher Clear transaction, the EBT system determined that the Manual Voucher number entered has already been cleared and processed. This Manual Voucher has already been cleared and processed.
C1 Lost Comm With Host A communication error has occurred during the transfer of information between the store’s equipment and the EBT system resulting in a canceled transaction. Re-enter the transaction. If the problem persists, call the Retailer Helpline.
F2 Operator Aborted The operator/clerk canceled the transaction before it was transmitted. Re-enter the transaction if desired.
F7 Out of Memory The device memory has been depleted due to the accumulation of stored Retailer Copies of transactions. Perform a “Print and Reset Copies”procedure to clear the device memory.
S5 PIN Not Selected A PIN has not been assigned to this customer’s card. Give the customer the receipt with the error code and instruct the customer to call the Cardholder customer service telephone number located on the back of his/her EBT card.
O2 Invalid FNS Status The EBT system is unable to process transactions using the current FNS number. Retailer calls the local FNS office to verify that the FNS number is active. If the FNS number is verified as being active, call the Retailer Helpline with the error code.
O3 Call Retailer Help Desk The merchant ID number is invalid and does not match the FNS number. Call the Retailer Helpline.
13 Invalid Amount An incorrect dollar amount was entered. The transaction did not complete processing and has been canceled. Re-enter the transaction.
14 Invalid Card Number An invalid card number was entered. The transaction did not complete processing and has been canceled. Re-enter the transaction. If the problem persists, give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/her card.
19 Re-Enter Transaction The transaction did not complete processing and has been canceled. Re-enter the transaction.
30 Format Error-Retry The transaction did not complete processing and has been canceled. Re-enter the transaction.
31 Invalid Card Type The card used for this transaction is not a valid EBT card or is not interoperable with the EBT system. Inform the EBT cardholder that his/her card will not process a transaction through the EBT system.
41 Call Client Help Desk This transaction did not complete processing and has been canceled. Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/her card.
42 Call Client Help Desk This transaction did not complete processing and has been canceled. Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/her card.
43 Call ClientHelp Desk This transaction did not complete processing and has been canceled. Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/her card.
51 Insufficient Funds The amount of this transaction exceeds the balance in the EBT cardholder’s account, resulting in a canceled transaction. Re-enter the transaction for an amount that is equal to or less than the balance that is shown on the customer receipt.
52 Call Client Help Desk This transaction did not complete processing and has been canceled. Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/ her card.
55 Invalid PIN-Retry The EBT cardholder entered an invalid PIN. Instruct the EBT cardholder to re-enter his/her PIN number. Inform the cardholder that he/she is limited in the attempts at entering his/her PIN. (the exact number of incorrect PIN entries varies by state). If the incorrect attempts limit is reached, the account will be inaccessible until the next day.
56 Card Not Found An incorrect card number was entered. This transaction did not complete processing and was canceled. Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/ her card.
61 Return Exceeds Limit The dollar amount entered on this SNAP Return transaction exceeds a return limit established for the EBT cardholder’s benefit authorization. Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/ her card.
75 PIN Tries Exceeded The EBT cardholder has consecutively entered his/her PIN incorrectly (the exact number of incorrect PIN entries varies by state) resulting in a canceled transaction. The account is now inaccessible until the next day. Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his/ her card.
80 Voucher Expired An attempt was made to do a Manual Voucher Clear transaction on an expired manual voucher. All manual vouchers must be cleared through the POS equipment within the state specified number of days of telephone authorization (refer to the Quick Reference Guide provided with your POS device for the number of days).
90 Authorizer Unavailable While processing an “Out-of-State EBT card,” the authorizing state’s EBT system was found to be unavailable resulting in a canceled transaction. Instruct the EBT cardholder to try using his/her card again at a later time.
92 Tran Dest Not Found While processing an “Out-of-State EBT card,” the authorizing state’s EBT system was found to not be interoperable with the EBT system resulting in a canceled transaction. Instruct the EBT cardholder to call the Cardholder customer service telephone number located on the back of his/her card.
96 System Error-Retry This transaction did not complete processing and has been canceled due to an EBT host system error. Re-enter the transaction. If the problem persists, call the Retailer Helpline with the error code.
(XX) Call Retailer Help Desk Note: If the retailer encounters an error code not found on this list, call the Retailer Helpline for an explanation. (XX will be the two-digit error code.) Call the Retailer Helpline.

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