TROUBLESHOOTING GUIDELINES
Blank Display
38 E355 INSTALLATION GUIDE
Blank Display
When the e355 display screen does not show correct or clearly readable
information:
• Check device power connection.
• Remove and reapply power to the device. To do this, press and hold the
power/reset button.
• If the problem persists, contact your local Verifone service provider.
Keypad Does
Not Respond
If the keypad does not respond properly:
• Check the device display. If it displays the wrong character or nothing at all
when you press a key, follow the steps outlined in
Transactions Fail To
Process.
• If the problem persists, contact your local Verifone representative.
• Place a paper clip or a similar tool in the hole located on the side of the device
near the Barcode button to press the Reset Button.
Transactions
Fail To Process
There are several reasons why the device may not be processing transactions.
Use the following steps to troubleshoot failures.
Check the Magnetic Card Reader
• Perform a test transaction using one or more different magnetic stripe cards to
ensure the problem is not a defective card.
• The side of the card where the black magnetic stripe is should be visible.
Insert the magnetic stripe card from the top of the device going downwards in
a smooth and continuous manner (see
Figure 10).
Check the Smart Card Reader
• Perform a test transaction using several different smart cards to ensure the
problem is not a defective card.
• Ensure that the card is inserted correctly and that the card is not removed
prematurely.
• Ensure the MSAM cards are properly inserted (see Installing/Replacing an
MSAM Card).
• Contact your Verifone distributor or service provider.
Do NOT paste anything on the keypad surface to avoid malfunction.
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