Troubleshooting

On this page:

See also the Simplify Verifone Developer Guide under Simplify-Generated Messages.

Elm Registration Process

1. Elm automatically attempts to register an MX PIN Pad when either of the following occurs:

   • The first financial request occurs after a download
   • A financial request contains an unregistered value in fields 8002 or 8006.

   A “Processing … Please Wait” message will be displayed while Simplify waits for the outcome of the registration attempt:

2. After a successful registration, the PIN Pad will automatically reboot after a 1 minute delay. A wait screen will count down the time until the start of the reboot. This screen also shows the encryption Locator Values sent to the PIN Pad in the following fields of the authorization request: 0109 (Terminal ID), 8002 (Location Name) and 8006 (Chain Code).

   Fig. 23

3. When the PIN Pad reboots, a screen will display the message “System Reboot”.

4. If a registration attempt fails, a decline or error screen will be displayed.

   If a registration attempt is declined because the Locator Values sent to the PIN Pad from the POS (and from the PIN Pad to Fusebox) did not match those expected by Fusebox, a decline screen (Fig. 24) will display showing the values sent from the POS:

   Fig. 24

5. If a registration attempt fails due to a communications error, the following error message will display: “Initialization Error Contact Support”.

6. After a decline or error screen, a Thank You screen will display followed by the usual Idle screen.

7. If a registration attempt fails due to a communications error, the next financial request from the PIN Pad will trigger another registration attempt (step 1).

8. If a registration request is declined (Fig. 24), there is a discrepancy between the Locator Values received by the PIN Pad from the POS (as displayed on the decline screen) and the values expected by Fusebox. The values being sent by the POS should be verified; if necessary, contact Elavon Gateway support. Be sure you have available: (1) the data shown on the decline screen, and (2) your boarding information.

9. After the discrepancy has been corrected, you may need to clear the Locator Values before attempting to re-register the PIN Pad. To clear these values, run the PIN Pad application (or reboot) and wait for the Simplify initialization screen to appear (Fig. 25, same as Fig. 2).

   Fig. 25

10. As soon as the Config button appears on Fig. 25, quickly press the button or the Enter (green) key to display the Select a Function screen (Fig. 26, same as Fig. 3):

    Fig. 26

11. Press the Clear Locator Values button on the Select a Function screen (Fig. 26). This button is used to clear locator values (Terminal ID, Location Name, Chain Code). After pressing this button, you will be asked for confirmation. The message “Clearing Locator Values will be displayed, followed by the Select a Function screen.

12. Press Restart on the Select a Function screen. When the restart is complete, the Idle screen will be displayed.

13. When the next financial request is received from the POS, Elm will attempt to register the PIN Pad (step 1). If the discrepancy involving the Locator Values has been corrected, registration should be successful. If so, the PIN Pad will reboot after a 1 minute delay (see Fig. 23).

14. When the restart is complete, the Idle screen will display and the PIN Pad will be available for processing transactions.

PIN Pad Conditions

Connection Error Messages

• previousTerminal Maintenance
• nextRelease Notes