Terminal User Guide Supervisor Functions
81
Diagnostic Codes
You may see diagnostic (DIAG) codes at the bottom of
transaction receipts and reports. Some indicate an error while
others offer information. More than one diagnostic code may
be printed. For example DIAG 828282 would indicate three
communication failure attempts during a transaction.
IP connection error.
Retry transaction. If the problem persists check the
network, and contact the terminal Helpdesk quoting the
diagnostic code.
SSL certificate missing.
Contact the terminal Helpdesk quoting the diagnostic
code.
Unexpected response after dialling.
Check the phone line, if a prefix is required to obtain an
outside line refer to the section entitled Telephone
Lines and Broadband to programme this into the
terminal. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
No dial tone.
Check the phone line and retry the transaction. If the
problem persists contact the terminal Helpdesk quoting
the diagnostic code.
Line busy.
Check the phone line is not in use and retry the
transaction. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
Call connected but End of Transmission response.
The acquirer maybe busy or there was a communication
error. Retry transaction. If the problem persists contact
the terminal Helpdesk quoting the diagnostic code.
Invalid message contents.
The selected transaction type (eg. Cashback) may not
be active on your merchant account, you should contact
your acquirer. If the problem persists contact the
terminal Helpdesk quoting the diagnostic code.
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