Troubleshooting Terminal User Guide
86
7. Troubleshooting
Frequently Asked Questions
Q My terminal displays NOT READY on the idle screen, what do I do?
Your terminal is not initialised, or has failed an automatic TMS call.
Press menu once, and choose the SETUP menu option. You should
contact the terminal Helpdesk if the problem persists after a
successful TMS Call.
Q What can I do if the terminal does not print anything on the paper,
does the ink need replacing?
Your terminal uses a thermal printer and so does not require any
ink. You should ensure that the paper is inserted in the correct
orientation, as thermal paper only prints on one side. Refer to the
section entitled Loading a Paper Roll for more information. Printing
can be tested by using the DUPLICATE function to produce a
duplicate receipt. Only use approved paper rolls from your terminal
supplier. If the printer housing or printer roller is damaged you
should contact the terminal Helpdesk.
Q What should I do if I have forgotten my Supervisor password?
You should first try the default password of 01483, if this is not the
password then please contact the terminal Helpdesk who will reset
the password back to the default value.
Q What does it mean if my mobile terminal displays the message ENTER
SIM CODE?
Only use the SIM Card supplied to you by your terminal supplier. If
you have been supplied with a replacement SIM Card (for example
a faulty or lost SIM Card) your terminal will request a new activation
code. Check the documentation which came with the SIM Card. If
you cannot locate the SIM Code then please contact the terminal
Helpdesk who will provide you with the appropriate SIM Code.
Q What does it mean when the terminal displays PIN TRIES
EXCEEDED?
The card has been locked after too many failed PIN entry attempts.
It may be possible to perform a PIN Bypass. The customer should
contact their card issuer to change their PIN, or if they do know it
they can unlock it at any ATM.
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