Conversion Errors

El Cajon California 800-988-6221 Fax 800-961-2219

Check Conversion Errors

The following can be used to trouble shoot your system. If you do not get results from this guide consult your sales associate for further assistance.

DATE /DISPLAY / CONTRAST

INDICATION	SOLUTION
Terminal display too light or unreadable	The contrast needs to be adjusted. Nurit 3000 or 3020 model Hold down the blue 'FUNC' key and press the 'FORCED' or 'RETURN' keys to adjust the contrast down or up. IVI 3000 (Check Manager) Hold down the 'CLEAR' button until it says PASSWORD. Put in 246135 and press ENTER. Terminal will say UNIT CONFIG MODE. Press ENTER and 5. Terminal will respond with 'CONTRAST xx' Use the * and # keys to adjust down or up. Press ENTER and CLEAR to go back to idle prompt.
Wrong Date In Terminal	LIP NURIT model Press MENU/ESC 51 and ENTER. Terminal will prompt for correct date & time. Once the date & time are entered press MENU/ESC until it goes back to Credit Sale account. IVI 3000 (check manager) Hold down the 'CLEAR' button until it says PASSWORD. Put in 246135 and press ENTER. Terminal will say UNIT CONFIG MODE. Press ENTER and 2. Terminal will prompt for the YEAR (4 digits) the month (2 digits) the day (2 digits) the hour (2 digit military hour 00->23) and the minute (2 digits). Terminal will flash the new date and time. Press ENTER and CLEAR.
CASH SALE AMOUNT Displayed	This isn't really a fault as it is an extra feature of the terminal. To get to the check sale screen press the payment key.

TERMINAL TRANSACTION RESPONSE PROBLEMS CHECK READER PROBLEMS

DISPLAY	PROBABLE CAUSE
TRANSACTION NOT LISTED IN STATEMENT.	The most likely cause of the transactions not showing up on the statement is the terminal has the wrong MID in it. To fix it you will need to first verfy the mid in the terminal. If its a lipman (Nurit) print the EDC and see the number shown there. For any other type verify with the file builder. 1.If MID is wrong file will need rebuilt. Correct and re-download. The other store will need to have the transactions switched to the correct mid. 2. If correct verify OREPORT is running in ElCAJON.
D.L. INPUT WRONG	The drivers license was not entered correctly or the wrong state code was used. Insure you enter all letters and numbers of the license. Use the ALPHA COPY key to convert the number to the letter on the key.
INVALID CHK #	The check number does not match what is on the check or the check is a temporary check. Temporary checks can not be truncated.
BAD MICR READ	There was an error from the check read. Re try transaction.
INVALID AMOUNT	Either '0' was entered or a negative number. The amount must be at least $1.00 or more
SWIPE DL TO APRV	This is more of a security precaution than an error. Do the transaction again. When the terminal prompts for the license it must be swiped through the card reader.
CANT READ SWIPE	When the license was swiped the card reader did not pick up all the data. Try again, if it still fails then key it in.
NO LINE	The terminal does not see the phone line or the line is being used by someone. Check the phone connections and verify the line is open for the terminal to use. Can also be casued by the terminal needing to dial a 9 or some other digit to access an outside line. If this is happens then the download file will need to be re-done. For Omni 3740,3750, Ingenico ELite, and IVI 3000 all you need to do enter the correct digit in the 'EXCHANGE PREFIX' spot just above the terminal type and update the merchant record. This will automatically update the download file. It will be ready to re-load. If the terminal is any other type the file will need to manually be changed.
NO CARRIER	The terminal may not have actually dialed out. Make sure there is dial tone for the terminal. make sure the phone cord is plugged into the jack labled 'LINE' on the termnial if there is more than one jack. Can also be caused by too many devices sharing the same phone line. A fax or computer even if not on can cause enough load on the line for the terminal to not dial correctly. To fix this disconnect the other devices alltogether from the phone line. Try again. If it still fails the terminal could have a modem that is failing. May be casued by the terminal needing to dial a 9 or some other digit to access an outside line. If this is happens then the download file will need to be re-done. For Omni 3740,3750, Ingenico ELite, and IVI 3000 all you need to do enter the correct digit in the 'EXCHANGE PREFIX' spot just above the terminal type and update the merchant record. This will automatically update the download file. It will be ready to re-load. If the terminal is any other type the file will need to manually be changed.
NO DIAL TONE	The terminal does not see the phone line or the line is being used by someone. Check the phone connections and verify the line is open for the terminal to use and its plugged into the jack on teh terminal that says 'LINE' if there is more than one jack on the terminal. It could be due to too many devices sharing the same phone line. Even if off a fax or computer can degrade the signal strength on a weak line to the point where the terminal doesn't see an open line. If there are other devices disconnect the phone line from them. If that fixes it then the phone line needs repaired by the phone company. Can also be casued by the terminal needing to dial a 9 or some other digit to access an outside line. If this is happens then the download file will need to be re-done. For Omni 3740,3750, Ingenico ELite, and IVI 3000 all you need to do enter the correct digit in the 'EXCHANGE PREFIX' spot just above the terminal type and update the merchant record. This will automatically update the download file. It will be ready to re-load. If the terminal is any other type the file will need to manually be changed.
NO ENQ FROM HOST	This is usually caused by static on the phone line. Try it again
CORRUPTED REPLY	This is usually caused by noise on the phone line. Do the transaction again. Don't worry about charging the account twice. Our system will only process a check one time regardless of the number of times attempted.
VOID FAILED	If the transaction you are voiding was not entered today you can not void it. The transaction you are trying to void must be the last one done. If it is not, it can not be voided. The only option is to give the customer a cash refund. As an option we can issue a credit from your account to theirs. If this is done we can not guarantee the customer will not charge back the original debit. If you want us to issue a credit please contact the main office.
CHECKS DISABLED or KEY DISABLED	This indicates the imager was unable to upload its images. The terminal will stop accepting checks until the imager is able to upload the check images. The terminal will need to be downloaded again and all connections checked. Verify the equipment in the merchant record matches what the store has. In some cases the terminal will be stuck on KEY DISABLED. In that situation use one of the following to get to the download menu. Press: BATCH, MENU, VOID, ENTER at same time Press: 1,5,9,REVIEW at same time Press MENU,9 Press:1,5,9,REVIEW at same time while disconnect/reconnect power A password may be required. Try the date in the format of DDMM or MMDDYYYY Download Instructions
INVALID MERCHANT NUMB BAD TERMAINL ID	This is caused by either the merchant number being wrong in the terminal or the terminal is dialing to the wrong number. To find out which it is print the EDC (ESC 43). Check the merchant number in the check section and the phone numbers below it. The phone numbers should all be 800-341-5675. 1, To correct a wrong merchant number. Press Escape and 4. Press Enter and enter the password which is the date ddmm or mmddyyy. Press VOID until either 'GLOBAL' or 'CHECK' comes up. Press ENTER. If the next prompt says 'MERCH ID VER' press VOID other wise press ENTER and put in the correct merchant number. Once in press ESCAPE until it says 'SAVE PARAMS'. At that point press ENTER and then press ESCAPE until it goes back to CREDIT SALE ACCOUNT.. 2, Wrong Phone numbers. Press ESCAPE and 4. Press VOID until it says HOST PHONES. Press ENTER. Enter the password which is the date ddmm or mmddyyyy and ENTER. Press VOID until it says 'GLOBAL' or 'CHECK' Press ENTER until a phone number is displayed. Use the REVIEW key to backspace it out. Put in 18003415675 and press ENTER. Press ESCAPE until it says 'SAVE PARAMETERS' press ENTER and then ESCAPE until it says CREDIT SALE ACCOUNT
INVALID SETUP	This is caused by the type of transaction the terminal is sending versus what we expect to see. Usually this is when we exepct ARC, conversion, or payroll type transactions and what the terminal sent was either guarantee or verification only type. The way to tell is look at the transaction and check if it sent the bank account information. Occassionally this may be caused by the merchant keying in the account number from check instead of swiping it through the reader. In most cases if the check reader will not read the check they should not accept it since it could be counterfeit. The check readers are designed to detect fake checks. On rare occassions the terminal may not have the correct program in it for what they are trying to do. This exists if the terminal never asks the merchant to swipe the check or to enter the bank account information. If that is true the terminal will need to be re-downloaded. If the terminal is an Omni 3740, 3750, Ingenico Elite, or IVI 3000 then all that needs to be done is change the 'SERVICE' in the merchant record to what it should be and the download file will automatically be changed. It will be ready for download right away. No need to call the main office.
LOST COMM WITH HOST	This error can be caused by several things. Please check the following. 1. Verify the MID in the terminal is correct. On Lipman print EDC and examine On Omn 37xx use this On TranZ/Zon press "ENTER & 7" at RECALL WHAT enter the key number installed on followed by '04'. For any other type the file builder will double check. 2. In some cases the credit card program may interfere with checks. On lipman make sure the program is not a proprietary. On TranZ?ZON the key used may be wrong. Verify with CC Co. which key should be used for checks. The correct one will say 'NO MERCHANT ID' when pressed. Any other response, dont use. On Omni77xx verify 3. Insure the terminal is not sharing the phone line with too many other devices. Even if not turned on other connections will draw down the signal strength from the terminal and cause this problem.

PRINTED RECEIPT PROBLEMS

INDICATION	Solution
Receipt is missing disclaimer paragraph, signature line, printed name line, or phone number line.	Lip Nurit Terminals Press MENU/ESC (If terminal asks for password it will be the day & month ddmm format). Then press 36. Terminal will respond with 'CHOOSE EDC TYPE'. Press VOID until it says 'CHECK' Press ENTER. Press 2 three times. Press MENU/ESC until it goes back to CREDIT SALE ACCOUNT. If this does not fix a missing 'name' or 'phone number' space on the receipt then it is missing from the download file. Call the main office and ask them to add the name & phone # lines to the merchants receipt. Once done down load the terminal.
No receipt prints and terminal is flashing NPM	Lip Nurit Terminals Press MENU/ESC and 32. Terminal will will say MANAGER CARD OR ESC for PASSWORD. Press MENU/ESC and put in the day and month in the format of ddmm and press ENTER. Terminal will respond with 'NO PAPER MODE 1 YES'. Press 2 and ENTER. Press MENU/ESC until terminal goes back to 'CREDIT SALE ACCOUNT'.
Receipt prints but is blank	Thermal paper printer Most terminals The paper is up side down. The paper should feed off the bottom of the roll into the terminal. Two Ply receipt (Rarely used ) You can tell this type if there is a white and yellow copy. Is usually due to the ink cartridge being out of ink.
No Receipt Prints or it prints garbage characters.	This applies to the IVI 3000. That printer is not compatable to the terminal. It doesnt mean the type of printer is not compatable. Some printers are factory set to communicate using a specific baud and bit pattern. Normally that can not be changed. The printer can be turned off and back on again. Sometimes that will reset it but if it still doesnt work then the printer will need to be replaced.

CHECK READER / IMAGER PROBLEMS

INDICATION

PROBABLE CAUSE/SOLUTION

Light on check reader goes red when check swiped and terminal doesnt respond

If check reader light goes RED as check is running through, the check may be too damaged to work. If the check is folded or in any other way not 'Crisp' it could be at fault. See if the customer can give you another one to try.

If this is an on going problem the reader could be too close to something electrical. Computers, printers, power supplies generate magnetic fields which interfere with the readers operation. Make sure the reader is at least a foot away from other devices. Turn the power to the reader off and back on again to reset.

The reader may be dirty. Turn the reader up side down and shake it to loosen anything that may be stuck in the check reading track. You may also blow into the slot to help remove anything that may be blocking the check from being read correctly.

If there was a recent power outage or electrical storm and the reader was not on a surge suppressor it may have been electrically damaged. If this is suspected the only option may be to replace it and use a protection device next time. If the reader needs replacing contact the sales rep. Usually the equipment is leased and is covered by an extended warranty.

Light does not turn red when check swiped. Green light blinks off & back on only. Terminal does not respond

ALL except RDM 5000/6000 & Ingenico 2600:
The check reader is probably not configured. Make sure the proper configuration check has been run through the reader. A configuration check looks similar to a normal check except it will have a picture of a terminal on it and the name of terminal it is for. Normally the reps will have these to set up the merchant's terminals. If they don't have any please contact us so we can get them out to the rep. When the configuration check is run through the green light will blink several times. Once this is done try it again.

Cable Connections
If this doesn't work check the cables. On Lip Nurit terminals the check reader cable must be plugged into COM 1 or RS232. Verify it since there are 2 ports that look the same COM 1 & COM 2. On Verifone Tranz 420/460 terminals make sure it is plugged into the jack labeled RS232. On Zon & Tranz terminals it must be plugged into the printer port.

Incompatable Program;
Another posibility is the file build is incompatable for the service selected on Nurit. This can be corrected by using a different application. The most common ones that fail are the 6 plus and 7 plus applications. It may be due to the rep not sending the ESC 39 report which shows the application the terminal has. If we build the file with a different application than what it has it may not work correctly. In those cases the rep should re-download from the credit card providor and print the ESC 39 report and send it to us so we can make the necessary corrections.

Check reader will not feed check

No check reader light:
If no light is lit on the reader the power supply should be checked. If the power is plugged in, the power supply itself is probably bad. Please contact sales rep to get replaced. If the light is lit but it will not pull the check through then it has a bad check sensor switch. It will need replaced. Contact the sales rep for replacement.

Reader Light lit.:
Not an Imager:
If it is not an imager the reader may be dirty. Turn it up side down and shake it to loosen any particles that may be blocking the check from passing through the reader. You may also blow air through the slot to remove foreign matter.
Is an Imager:
The imager may need to be reset. To do this turn the power to the imager off. Put a check in the imager as far as it will go with the power off. Turn the imager back on. Once it stops flashing remove the check and it should work. This may also caused by the imager failing to upload its images which will cause it to stop functioning. Terminal may also say 'key locked'. See the section below 'Image Upload Failed' to fix this.

Image Upload Failed

1 Ask if anything changed since first setup.
Equipment or service changes by credit card providor or rep will affect our setup. The merchant may have swapped a check reader for an imager or vis versa. Make changes to our download and merchant record to reflect what merchant has.

2 Verify correct cables & phone line connected to imager.
Check that the imager if RDM or Ingenico has 3 wires connected to it. If not one is missing. Ask if the merchant has DSL on the same line. If they do a DSL filter will need to be connected. Ask if they leave the power connected to the reader & terminal at night. This is required since that is when the imager uploads its images. The cable serial numbers will be listed in the connection diagram if known. The cables will have a small white tag with the serial number on it. If the cable number is wrong it will not work. Nurit Connection Verifone Connection

3 Verify our merchant record set up for imager
There should be a line in the 'Basic Merchant Info' towards the bottom that says 'Imager On Line' in green. If it is red and says 'Imager not Ready' then click the link to the right that says 'MAKEFTP'. This will force create the folder for images for the merchant. It will take about an hour before they can try to upload the images. Have them call back in about an hour. It should say 'Imager On Line' by then.

4 Verify correct Imager
Press ESC & 3. Use the void key to scroll down to 'CHECK READER' press enter on that. If it asks for a password put in the date as follows DDMM and press enter. The first option should be 'Check RDR Type'. Press Enter on that and it should come back and say either 'RDM is Connected' or 'Magtek is Connected' If it doesnt then the terminal needs downloaded.
If correct type shown look in the merchant record and verify we have the correct type of terminal and imager listed as what they actually have. If its wrong change it and rebuild the file and have it downloaded again. The type of file will depend on the imager connected. Usually if its a Magtek imager it will need to be either POS 6 PLUS or POS 7 PLUS. The STD files may not work. ALso try to use EVEN versions and try to avoid using a higher version than what is on the terminal setup.
If correct and imager is a MAGTEK do the following.
1.If config check not swiped through do so now. Light will blink GREEN several times when swiped through reader. Press MENU/ESC and number 3. Scroll down to BRIDGE COMM and press ENTER. Set the 3 items
as followes:
PHONE=18004067973 (Press ENTER and enter Phone #)
BAUD =14400 (Pressing enter changes the value)
VIA >MODEM (Pressing enter changes the value)
Press MENU ESC to get back to CREDIT SALE

5 Merchant record says 'Imager on Line' in green.
It will say next to it how many images received. Even if it is one that shows it was working at some point and that our file is built correctly.
aAsk the person if they need a '9' to dial out, If yes then make sure
to add the 9 to the ISP Phone Number in the Check Imgage section of the
download file. Once done do a download.
bAsk if the terminal was downloaded recently by the credit card provider.
If yes have them print the EDC (ESC 43 ) and Terminal Setup (ESC 39)
and fax it to us. The credit company does not know our setup so it will
need reloaded. We need the new edc and terminal setup for any changes
to the file. Once the file is rebuilt have merchant re download the terminal.
c The imager may have lost part of the configuration due to power
surges. At this point it may be best to download the terminal
Make sure ALL steps are followed. The imager will fail if any of them are left out.

TEST UPLOAD
RDM/Ingenico
Press MENU/ESC and 3. Press 'VOID' until it says CHECK READER. Press ENTER and use the VOID key to select 'SEND IMAGES'. The images should be viewable from the merchant statement if uploaded correctly.
Magtek
Press FUNC 62 on the 3020 and 2085. For any other types press FUNC 22 to do a BIDGE UPLOAD. Terminal should respond with upload succesful.

FAILURE If there is past history of the machine working correctly.
If it has been downloaded again and it still fails then it may be the imager is damaged. The only thing to do is have the merchant call the rep for a replacement. If the merchant is leasing the imager then the leasing company will usually offer a free replacement. They can call them too. We won't know who the leasing company is but they can check their bank statement and the name will be on there. They can use 800 directory assistance to find them, 800-555-1212.

Verifone ONLY.
Scanner INIT Failed

1
This is usually due to the merchant record not having the correct check reader type that is actually connected to the terminal. If it is wrong change it to the correct one and update the merchant record. This will change the download file automatically and the terminal will need to be downloaded again.
2
If the equipment is correct then verify the cable is the right type HERE Verify that the rep swiped the config check if applicable. Note, for MAGTEK readers they can use either the OMNI3750 to MAGTEK or the LIPMAN for MAGTEK config check. MAke sure the light blinks 'GREEN' several times when the run the config.
3
If they are using a CR 1000 imager it may need to be reset. Use a paperclip or similar to press the reset button located on the back of the unit.

Make sure the cable is NOT plugged into the Pin PAd port on the terminal If they did then the terminal is probably toast. As a last resort you can try to force the terminal to see the reader by doing:
1. Turn the power off to the terminal and reader.
2. Turn the check reader on first and wait til all lights STOP flashing.
3. Turn the terminal back on. Proceed if it says SCANNER INIT FAILED.
4. Select GCHECK from the main menu.
5. Terminal will say scanner fail. Press ENTER
6. Press the purple button under 'MORE'
7. Press the button next to 'IMAGER'
8. Press the button next to 'CONFIG'

EDIT TERMINAL PARAMS BY HAND
This is used to change by hand the check reader type or setup, (SCANNER INIT FAILED)
To get there press F2 F4 enter password 1[alpha][alpha] 66831
Select EDIT on Menu
Select Group 6
Press Enter Until screen has up/down arrows
and says (KEY F2) and (VALUE F3) on right side of screen

Use the up/down arrow keys (purple buttons)to move from key item to key item
Since there are many KEY / VALUE pairs it is best to have the rep tell you what each 'KEY' item is as they use the up/down arrow keys to scroll through them. Once you find one that matches the list below make sure the 'VALUE' matches what it should be based on the check reader or imager connected.
You will press the F3 key to change the value in the terminal to match what it should be in the below table When you press F3 you can use the yellow backspace key to remove what is in the VALUE and replace with the correct value.

KEY F2	VALUE F3	What It Is
*ZT	merhant number	Serial number
*ZA	GCKPAY (payroll) GCKAPP (all others)	Terminal Application
*ZP	18003040572	Download Phone number
CDMDT	0=none 1=CR600 2=CR1000 3=Magtek Mini 5=RDM5000 6=RDM6000 5=Ingenico Imgager 3=EN2500	MICR DEVICE TYPE
CDMCP	1=port1 (always) 2=port2 (wrong) 1 always used	Specifies which com port reader connected to, always port 1
CDMCR	1200=Magtek mini 9600=CR600 9600=RDM500/6000 19200=CR1000 9600=Ingenico Imager 1200=EN 2500	Check Reader/imager speed
CDMCF	0=Magtek mini 0=CR600 0=En 2500 4=RDM 500/6000 4=CR1000 4=Ingenico Imager	Reader/Imager Comm Format

If it still says it failed and the equipment is correct and configured then either the terminal or check reader is bad.