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Issue Cause/Error Recommended Action
PIN Entry
Screen Does Not
Display
Keys not injected
Application goes offline (RBA)
Proceed to Encryption Validation
validate that a key is installed in
the device.
If key is present, validate the key
information and index are correct.
Check your applications and key
configuration index. These value
must match the key index.
If the key information is incorrect,
return the terminal to your specific
key injection facility for key
injection
2_3 Pen/Finger Response Issues
Refer to the below table for troubleshooting pen/finger response issues.
Issue Cause/Error Recommended Action
No Inking on Screen During
Signature
Disconnect and then reconnect the stylus to the connector on the back of the
terminal, and retest.
Replace the stylus to determine if it is defective.
If stylus is defective, refer to your repair contract for next steps.
If the stylus has been replaced and the terminal is still not inking to screen
during signature, return for repair.
Signature is Distorted
Disconnect and then reconnect the stylus to the connector on the back of the
terminal, and retest.
Replace the stylus to determine if it is defective.
If stylus is defective, refer to your repair contract for next steps.
If the stylus has been replaced and the terminal is still not inking to screen
during signature, return stylus and terminal for repair.
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