Troubleshooting Terminal User Guide
92
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.
GPRS or IP connection error.
Retry transaction. If the problem persists check the mobile
network (mobile terminals) or LAN (Bluetooth terminals),
and contact the terminal Helpdesk quoting the diagnostic
code.
Unexpected response after dialling.
Check the telephone line; if a prefix is required to obtain
an outside line refer to the section entitled PSTN &
Ethernet Connectivity to programme this into the
terminal. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
No dial tone.
Check the telephone line and retry the transaction. If the
problem persists contact the terminal Helpdesk quoting
the diagnostic code.
Line busy.
Check the telephone line is not in use and retry the
transaction. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
Call connected but received an 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 (e.g. 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.
Offline or Forced Transaction.
This is not an error and is for information only.
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