Verifone E265 Point of Sale Terminal User Manual e265 Installation Guide

VeriFone Inc Point of Sale Terminal e265 Installation Guide

User Manual

Verifone Part Number DOC087-303-EN-A, Revision A.2VERIFONECONFIDENTIALREVISION A.2 e265Installation Guide
All rights reserved. No part of the contents of this document may be reproduced or transmitted in any form without the written permission of Verifone, Inc.The information contained in this document is subject to change without notice. Although Verifone has attempted to ensure the accuracy of the contents of this document, this document may include errors or omissions. The examples and sample programs are for illustration only and may not be suited for your purpose. You should verify the applicability of any example or sample program before placing the software into productive use. This document, including without limitation the examples and software programs, is supplied “As-Is.”Verifone, Inc.1-800-Verifonewww.verifone.comVerifone Part Number DOC087-303-EN-A, Revision A.2e265 Installation Guide© 2015 Verifone, Inc.VERIFONECONFIDENTIALREVISION A.2 Verifone and the Verifone logo are registered trademarks of Verifone. Other brand names or trademarks associated with Verifone’s products and services are trademarks of Verifone, Inc.All other brand names and trademarks appearing in this manual are the property of their respective holders. Comments? Please e-mail all comments on this document to your local Verifone Support Team.WARNINGThe e355 uses a lithium-ion rechargeable battery. Do not dispose the e355 in a fire. Lithium-ion polymer batteries must be recycled or disposed of properly. Do not dispose lithium-ion polymer batteries in municipal waste sites.
E265 INSTALLATION GUIDE 3VERIFONECONFIDENTIALREVISION A.6 CONTENTSPREFACE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Conventions and Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6CHAPTER 1Device Overview Features and Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Exceptional Ease of Use. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Performance and Durability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Contactless Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8CHAPTER 2Device Setup Usage Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Environmental Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Personal Security Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Electrical Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Unpacking the Shipping Carton . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Examining e265 Device Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Front View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Back View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Installing/Replacing an MSAM Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Manually Starting and Resetting the e265 . . . . . . . . . . . . . . . . . . . . . . . . . . 14Connecting the e265 to a Power Source or a Host Computer . . . . . . . . . . . 15Color Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Using the Smart Card Reader. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Using the Magnetic Stripe Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Using the CTLS Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18CHAPTER 3Specifications Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Temperature. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19External Dimensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19CHAPTER 4Maintenance Cleaning the Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Smart Card Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21CHAPTER 5Verifone Service and Support Returning a Device for Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Accessories and Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Accessories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Battery Pack Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
CONTENTS 4E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 CHAPTER 6TroubleshootingGuidelines Device Does Not Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Device Display Does Not Show Correct/Readable Info . . . . . . . . . . . . . . . . . . . 25Blank Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Keypad Does Not Respond . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Transactions Fail To Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
E265 INSTALLATION GUIDE 5VERIFONECONFIDENTIALREVISION A.6 PREFACE This guide is your primary source of information for setting up the e265.AudienceThis guide is useful for anyone installing an e265 device. Basic descriptions of the device features are also provided.OrganizationThis guide is organized as follows:Chapter 1, Device Overview. Provides an overview of the e265.Chapter 2, Device Setup. Explains how to set up the e265 device. It tells you how to select a location, establish power connection, and install the MSAM card.Chapter 3, Specifications. Discusses power requirements and dimensions of the e265.Chapter 4, Maintenance. Explains how to maintain your e265.Chapter 5, Verifone Service and Support. Provides information on how to contact your local Verifone representative or service provider, and information on how to order accessories or documentation from Verifone.Chapter 6, Troubleshooting Guidelines. Provides troubleshooting guidelines, should you encounter a problem in device installation.Related DocumentationTo learn more about the e265, refer to the following set of documents:e265 Certifications and Regulations Sheet VPN DOC087-301-ENe265 Quick Installation Guide VPN DOC087-302-ENe265 Web site www.paywaremobile.com
PREFACE Conventions and Acronyms6E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 Conventions and AcronymsThis section describes the conventions and acronyms used in this guide.Various conventions are used to help you quickly identify special formatting. Table 1 describes these conventions and provides examples of their use. Various acronyms are used in place of the full definition. Table 2 presents acronyms and their definitions. Table 1 Document ConventionsConvention Meaning ExampleBlue Text in blue indicates terms that are cross referenced.See Conventions and Acronyms.Italics Italic typeface indicates book titles or emphasis. You must install a roll of thermal-sensitive paper in the printer.Courier The courier type face is used while specifying onscreen text, such as text that you would enter at a command prompt, or to provide an URL.http://www.verifone.comThe pencil icon is used to highlight important information.RS-232-type devices do not work with the PIN pad port.The caution symbol indicates possible hardware or software failure, or loss of data.The device is not waterproof or dustproof, and is intended for indoor use only.The lightning symbol is used as a warning when bodily injury might occur.Due to risk of shock do not use the device near water.Table 2 Acronym DefinitionsAcronym DefinitionsAC Alternating CurrentARM Acorn RISC MachineEMV Europay MasterCard and VISALCD Liquid Crystal DisplayLED Light Emitting DiodeNFC Near Field CommunicationMRA Merchandise Return AuthorizationMSAM Micromodule-Size Security Access ModulePCI Payment Card IndustryPED PIN Entry DevicePIN Personal Identification NumberSIM Subscriber Identity ModuleUSB Universal Serial BusVPN Verifone Part NumberNOTECAUTIONWARNING
E265 INSTALLATION GUIDE 7VERIFONECONFIDENTIALREVISION A.6 CHAPTER 1Device OverviewThis chapter provides a brief description of the e265.The e265 connects with various tablet devices for the next generation of PAYware Mobile enterprise. It supports the use of the SPP standard to connect between the e265 and tablet.Some of the e265’s key features include: a fast processor, large memory, the latest PCI 4.0 security, mechanical keypad, integrated contactless and NFC-ready, in a small most versatile form factor.The e265 is a portable, battery-powered device designed to fit your hands comfortably and is ideal for consumer-facing and merchant-facing retail integrated applications. It has a removable battery that can be charged by external power adapter through a micro-USB connector and gang charger. It also features a crisp 128 x 32 backlit LCD display.Figure 1 The e265 UnitKey Features•400 MHz ARM11 processor delivers power and usability in a convenient “hand-over” design•Offers unsurpassed performance on EMV smart card transactions•Multi-application operating environment•Security architecture exceeds specifications for PCI-PED and sophisticated file authentication•Advanced memory architecture to meet tomorrow’s needs•Multiple connectivity and contactless options•32-bit processing and multi-tasking capabilities•Spill-resistant design prevents liquid from entering the unit by forcing it down and off the front of the device
DEVICE OVERVIEW Features and Benefits8E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 Features and BenefitsThe e265 provides the right combination of features and functions including a triple-track magnetic-stripe card reader, smart card reader, integrated PIN pad, colored display, and contactless/NFC support.Exceptional Ease of Use•The lightweight, compact, stylish, and ergonomic balance allows convenient device hand-off to the consumer for PIN entry or other input.•Large, well-placed, mechanical keys provide a continuity of user experience between the e265 and the iOS, Android, or Windows device.•Horizontal magnetic stripe card reader with an enlarged card entrance delivers optimal card swiping and reading without the need to visually guide the card.•The e265 size is easily able to be dropped in most pockets. An optional hands-free holster is available that fits the server’s or clerk’s belt so that the e265 can be quickly removed and easily handed to the customer.Performance and Durability•Powerful 400-mHz ARM11 processing completes transactions quickly.•High-capacity lithium-ion polymer battery can rapidly charge and offer 10+ hours of power.•Standard Micro-USB port allows for convenient product charging.•Rounded corners to minimize breakage and drop-resistant to 3 feet on concrete surfaces.•192 MB of standard memory.Security•PCI PED 4.x approved for debit and other PIN-based transactions•EMV Level 1 type approval•Tamper-resistant construction, SSL protocols, and VeriShield file authentication•Supports VeriShield Protect encryption implementations Contactless Capability•Advanced contactless architecture that future-proofs investment with a single contactless interface (SingleCl), SoftSAMs, and side-by-side application architecture.•Large tap zone (above the keypad) that encompasses the PIN pad optimizes user experience.•Contactless version accepts EMV in addition to magnetic stripe contactless payments as well as PIN-based transactions.
E265 INSTALLATION GUIDE 9VERIFONECONFIDENTIALREVISION A.6 CHAPTER 2Device SetupThis chapter describes the device setup procedure. You will learn about: •Usage Guidelines•Unpacking the Shipping Carton•Examining e265 Device Features•Installing/Replacing an MSAM Card•Manually Starting and Resetting the e265•Connecting the e265 to a Power Source or a Host Computer•Color Behavior•Using the Smart Card Reader•Using the Magnetic Stripe Reader•Using the CTLS Reader
DEVICE SETUP Usage Guidelines10 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 Usage GuidelinesUse the following guidelines when using your e265. Environmental Factors•Select a flat support surface, such as a countertop or table, to keep the device safe in between uses.•Do not use the device where there is high heat, dust, humidity, moisture, or caustic chemicals or oils.•Keep the device away from direct sunlight and anything that radiates heat, such as a stove or motor.•Do not use the device outdoors. Personal Security ConsiderationsThe e265 is a handover device. Always exercise extreme caution when conducting transactions especially during PIN entry.•Hand the e265 directly to the cardholder for PIN entry.•Encourage the cardholder to hold the e265 close to avoid others from seeing the information entered.Electrical Considerations•Avoid using this product during electrical storms.•Avoid locations near electrical appliances or other devices that cause excessive voltage fluctuations or emit electrical noise (for example, air conditioners, electric motors, neon signs, high-frequency or magnetic security devices, or computer equipment).•Do not use the device near water or in moist conditions.Unpacking the Shipping CartonOpen the shipping carton and carefully inspect its contents for possible tampering or shipping damage. The e265 is a secure product and any tampering may cause the device to cease to function properly. To unpack the shipping carton 1Remove and inspect the following items:•e265 unit•USB to Micro-USB cable2Remove all plastic wrapping from the unit and other components.CAUTIONThe device is not waterproof or dustproof, and is intended for indoor use only. Any damage to the unit from exposure to rain or dust may void any warranty.
DEVICE SETUP Examining e265 Device FeaturesE265 INSTALLATION GUIDE 11VERIFONECONFIDENTIALREVISION A.6 3Remove the clear protective film from the unit. 4Save the shipping carton and packing material for future repacking or moving the device.Examining e265Device FeaturesBefore you continue the installation process, familiarize yourself with the features of the e265. (See Figure 3 and Figure 2)Front ViewThe front panel includes the following features:Figure 2 e265 Device Features (Front View)•A 128 x 32 pixel backlit LCD Display•A Power LED Indicator beside the Micro-USB port indicates the e265 device’s operational state.CAUTIONDo not use a unit that has been damaged or tampered with. The e265 comes equipped with tamper-evident labels. If a label or component appears damaged or if the device appears to have been opened, please notify the shipping company and your Verifone representative or service provider immediately.NOTECharge the e265 device for eight hours before initial use.NOTEVerifone ships variants of the e265 for different markets. Your device may have a different configuration. The following devices may or may not be present: a CTLS reader or smart card reader. However, the basic processes described in this guide remain the same, regardless of device configuration.LCD DISPLAYKEYPAD2D IMAGER POWER LED INDICATORMICRO-USB PORT MAGNETIC STRIPE READERSMART CARD READER
DEVICE SETUP Examining e265 Device Features12 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 •A Micro-USB port located on the right side for data connection and power charging. You can also use this connect the e265 to a computer using a standard USB to Micro-USB cable (VPN CBL000-049-01-A). (See Connecting the e265 to a Power Source or a Host Computer)•Two types of keys on the mechanical keypad:aA 12-key keypadbThree color-coded function keys below the keypad•A Smart Card Reader to process smart card transactions (See Using the Smart Card Reader)•A Magnetic Stripe Reader, for performing debit or credit card transactions (See Using the Magnetic Stripe Reader).•LEDs that act as CTLS activity, system power, and charging indicators (See Color Behavior)•A CTLS functionality for contactless payments (See Using the CTLS Reader)Back ViewThe front panel includes the following features:Figure 3 e265 Device Features (Back View)•A Battery Compartment Cover. Remove the cover to access the removable battery and the MSAM compartment.CAUTIONDo NOT paste anything on the keypad surface to avoid malfunction.BATTERY COMPARTMENT COVERMSAM COMPARTMENT
DEVICE SETUP Examining e265 Device FeaturesE265 INSTALLATION GUIDE 13VERIFONECONFIDENTIALREVISION A.6 •An MSAM (Micromodule-Size Security Access Module) Compartment to support stored-value card programs or other merchant card requirements. (See Installing/Replacing an MSAM Card)Installing/Replacing an MSAM CardWhen you first receive your e265, you may need to install an MSAM card or you may need to replace an old card. To install/replace MSAM 1Unplug any cables or chargers from the e265. 2Remove the screw from the battery cover.Figure 4 Removing the Battery Cover3Slide the cover outwards, away from the device. 4Remove the battery by gently pulling the plastic tab to access the MSAM compartment. The MSAM compartment is located on the left side of the battery compartment. NOTEThe MSAM compartment is located inside the battery compartment. Remove the battery to display the access the compartment.CAUTIONObserve standard precautions when handling electrostatically sensitive devices. Electrostatic discharges can damage this equipment. Verifone recommends using a grounded anti-static wrist strap.NOTENot all applications require the use of an MSAM card. 05,,+-
DEVICE SETUP Examining e265 Device Features14 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 5Insert the MSAM card with the gold contacts facing up. Make sure that the MSAM card is fully inserted to be able to re-insert the battery.6Re-insert the battery by aligning the gold contacts in the battery with the pins on the e265 device.Figure 5 Inserting an MSAM Card7Place the battery cover back and tighten the screw.Figure 6 Returning the Battery CoverManually Starting and Resetting the e265To turn on the e265, press and hold the Enter key for at least five seconds.The Reset Button is located just above the Power LED Indicator.NOTEThe MSAM slot has a spring-loading mechanism. To remove an MSAM card from the slot, simply press the card into the slot and then release to eject the card.NOTEThe plastic tab attached to the battery allows you to easily remove the battery from the compartment. Make sure that the plastic tab is still visible after insertion.05,,+-05,,+-05,,+-05,,+-CAUTIONThe Reset Button resets the device to its initialized state. NEVER use the Reset Button unless instructed by a Verifone support representative.
DEVICE SETUP Examining e265 Device FeaturesE265 INSTALLATION GUIDE 15VERIFONECONFIDENTIALREVISION A.6 Connecting the e265 to a Power Source or a Host Computer Plug the wall-mount charger to an external power source and connect it to the e265 to charge the device. You can also connect the e265 to a computer to synchronize data and/or charge the device.To Connect the e265 to a Wall-mount Charger 1Plug the Verifone-certified wall-mount charger into a wall outlet or powered surge protector.2Insert the Micro-USB cable into the port located on the side of the e265.Figure 7 Connecting the e265 to a Wall-mount ChargerNOTECharge the e265 device for eight hours before initial use.4
DEVICE SETUP Examining e265 Device Features16 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 To Connect the e265 to a Host Computer via Micro-USB1Connect the Micro-USB cable into the port located on the side of the e265.2Connect the other end of the Micro-USB cable into the host computer’s USB port.Figure 8 Connecting the e265 to a Host ComputerColor BehaviorThe following table shows the behavior of the LEDs during various system power states.Sleep Battery LowBattery Extremely LowBattery ChargingCharging Timer FaultNormal Operation LED BehaviorYGreen, blinks every 4 secondsYRed, 1Hz rate, 50% duty cycle(Battery low condition: batteryvoltage <3.7V)YRed, 4Hz rate, 50% duty cycle(Battery extremely low condition:battery voltage <3.6V)YOrange, 1Hz rate, 50% duty cycleYOrange, on continuouslyYGreen, on continuouslyLEDs are turned OFF when charging the e265 on a gang charger
DEVICE SETUP Examining e265 Device FeaturesE265 INSTALLATION GUIDE 17VERIFONECONFIDENTIALREVISION A.6 Using the Smart Card ReaderThe smart card transaction procedure may vary from one application to another. Verify the procedure with your application provider before performing a smart card transaction.To conduct a smart card transaction 1Position the smart card with the contacts facing in the same direction as the keypad.2Insert the card into the reader slot in a smooth, continuous motion until it seats firmly.Figure 9 Inserting a Smart Card3Wait for the application to indicate a completed transaction before removing the card. Premature card removal invalidates the transaction.Using the Magnetic Stripe Reader Use the magnetic stripe reader to perform credit and debit card transactions.To conduct a credit/debit card transaction 1Position the card with the magnetic stripe facing backwards.2To ensure a proper read of the magnetic swipe card, insert the magnetic card from the top of the device, as shown in Figure 10.Figure 10 Using Magnetic Stripe Card3Swipe the card through the magnetic card reader.
DEVICE SETUP Examining e265 Device Features18 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 Using the CTLS Reader The e265 supports contactless credit or debit card transactions. To perform a contactless transaction, gently tap the card or hold the card against the surface of the contactless antenna, located above the keypad and LCD with a CTLS symbol.Figure 11 Using the CTLS Reader
E265 INSTALLATION GUIDE 19VERIFONECONFIDENTIALREVISION A.6 CHAPTER 3SpecificationsThis chapter discusses power requirements, dimensions, and other specifications of the e265 device.PowerCharging via Micro-USB to computer system or Verifone-certified power adapter: 5 V DC, 2 ATemperature•Operating Temperature: -5° to 40°C (23° to 104°F)•Relative humidity: 5% to 95%; RH non-condensingExternal Dimensions•Length: 130 mm•Width: 71 mm •Depth: 14.5 mm
SPECIFICATIONS External Dimensions20 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6
E265 INSTALLATION GUIDE 21VERIFONECONFIDENTIALREVISION A.6 CHAPTER 4MaintenanceThe e265 device has no user-maintainable parts. Cleaning the DeviceTo clean the device, use a clean cloth slightly dampened with water and a drop or two of mild soap. For stubborn stains, use alcohol or an alcohol-based cleaner.Smart Card ReaderDo not attempt to clean the smart card reader. Doing so may void any warranty. For smart card reader service, contact your Verifone distributor or service provider.CAUTIONNever use thinner, trichloroethylene, or ketone-based solvents – they may cause deterioration of plastic or rubber parts.Do not spray cleaners or other solutions directly onto the keypad or device display.
MAINTENANCE Smart Card Reader22 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6
E265 INSTALLATION GUIDE 23VERIFONECONFIDENTIALREVISION A.6 CHAPTER 5Verifone Service and SupportFor e265 problems, contact your local Verifone representative or service provider. For e265 product service and repair information:•USA – Verifone Service and Support Group, 1-800-Verifone (837-4366), Monday - Friday, 8 A.M. - 8 P.M., Eastern time•International – Contact your Verifone representative Returning a Device for ServiceBefore returning a e265, you must obtain an MRA number. The following procedure describes how to return one or more devices for repair or replacement (U.S. customers only). To return a device for service 1Get the following information from the printed labels at the back of each e265 to be returned:•Product ID, including the model and part number. For example, “e265” and “M087-XXX-XXX-XXX.”•Serial number (S/N nnn-nnn-nnn)2Obtain the MRA number(s) by completing one of the following:aCall Verifone toll-free within the United States at 1-800-Verifone and follow the automated menu options.•Select the MRA option from the automated message. The MRA department is open Monday to Friday, 8 A.M.–8 P.M., Eastern Time.•Give the MRA representative the information you gathered in Step 1. If the list of serial numbers is long, you can fax the list, along with the information gathered in Step 1, to the MRA department at 727-953-4172 (U.S.).bAddress a fax to “Verifone MRA Dept.” with the model and part number(s)•Include a telephone number where you can be reached and your fax number.cComplete the Inquiry Contact Form at http://www.verifone.com/aboutus/contact/contact_form.cfm.NOTECustomers outside the United States are advised to contact their local Verifone representative for assistance regarding service, return, or replacement of devices and accessories.
VERIFONE SERVICE AND SUPPORT Accessories and Documentation24 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 •Address the Subject box with to “Verifone MRA Dept.”•Reference the model and part number in the Note box.3Describe the problem(s).4Provide the shipping address where the repaired or replacement unit must be returned.5Keep a record of the following items:•Assigned MRA number(s).•Verifone serial number assigned to the e265 you are returning for service or repair (device serial numbers are located at the back of the unit.•Shipping documentation, such as air bill numbers used to trace the shipment.•Model(s) returned (model numbers are located on the Verifone label at the back of the e265).Accessories and DocumentationVerifone produces the following accessories and documentation for the e265. When ordering, please take note of the part number. •Verifone online store at www.store.verifone.com•USA – Verifone Customer Development Center, 800-Verifone (837-4366), Monday - Friday, 7 A.M. - 8 P.M., Eastern time •International – Contact your Verifone representative AccessoriesDocumentationBattery Pack InstructionsDispose of the battery pack in accordance with all national, state, and local laws and regulations as regionally required. Some batteries may be recycled and may be accepted for disposal at local recycling centers. Please refer to Installing/Replacing an MSAM Card for instructions on battery removal and insertion.NOTEOne MRA number must be issued for each e265 you return to Verifone, even if you are returning several of the same model.Verifone Certified Power Adapter PWR087-300-01-AVerifone Cleaning Kit 02746-01e265 Certifications and Regulations Sheet VPN DOC087-301-ENe265 Quick Installation Guide VPN DOC087-302-ENe265 Web site www.paywaremobile.comCAUTIONThere is a risk of explosion if the battery is replaced by an incorrect type.
E265 INSTALLATION GUIDE 25VERIFONECONFIDENTIALREVISION A.6 CHAPTER 6Troubleshooting GuidelinesThe troubleshooting guidelines provided in the following section are included to help you install and configure your e265 successfully. Typical examples of malfunction you may encounter while operating your e265 and steps you can take to resolve them are listed in this chapter. If the problem persists even after performing the outlined guidelines or if the problem is not described below, contact your local Verifone representative for assistance. Device Does Not Start•Ensure that the battery charge state is not below the critically low level. •Recharge the battery.•Check if the battery is properly inserted. Remove the screw from the battery cover. Slide the cover outwards, away from the device and the check if the device and battery contacts are aligned.Device Display Does Not Show Correct/Readable Info•Recharge the battery.•Connect the e265 into a known-good power supply (if available) to see if this clears the problem.•If the problem persists, contact your local Verifone representative for assistance.NOTEThe e265 comes equipped with tamper-evident labels. The e265 unit contains no user serviceable parts. Do not, under any circumstance, attempt to disassemble the device. Perform only those adjustments or repairs specified in this guide. For all other services, contact your local Verifone service provider. Service conducted by parties other than authorized Verifone representatives may void any warranty.CAUTIONUse only a Verifone-supplied power pack. Using an incorrectly rated power supply may damage the device or cause it not to work as specified. Before troubleshooting, ensure that the power supply being used to power the device matches the requirements specified at the bottom of the device. (See Specifications, for detailed power supply specifications.) Obtain the appropriately rated power supply before continuing with troubleshooting.
TROUBLESHOOTING GUIDELINES Blank Display26 E265 INSTALLATION GUIDEVERIFONECONFIDENTIALREVISION A.6 Blank DisplayWhen the e265 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 RespondIf 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 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.CAUTIONDo NOT paste anything on the keypad surface to avoid malfunction.
TROUBLESHOOTING GUIDELINES Transactions Fail To ProcessE265 INSTALLATION GUIDE 27VERIFONECONFIDENTIALREVISION A.6
e265Installation GuideVerifone Part Number DOC087-303-EN-A, Revision A.2Verifone, Inc.1-800-Verifonewww.verifone.com

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