Troubleshoot communication errors on VeriFone terminals

Your VeriFone terminal displays a communication error code if it can't process a transaction. See one of the following sections for steps you can follow to resolve an error.

• Troubleshoot VeriFone VX 680 wireless terminals
• Troubleshoot VeriFone VX 520 terminals

Troubleshoot VeriFone VX 680 wireless terminals

Your VX 680 terminal may display a communication error code when a transaction fails to process. Common error codes include the following:

• COMM ERR
• LINE CLOSE FAIL
• NO HOST RESPONSE
• NO LINE
• NO SIGNAL

Complete the following steps to try to resolve one of the previously listed errors or a different error.

1. If the power cord is plugged in when processing a transaction, unplug the power cord and try again to process a transaction. If the transaction fails again, go to the step 3.
2. Try to repair the connection:
   1. From the Sale screen, press * to open the Home screen.
   2. Select CommServer.
   3. Select Troubleshooting.
   4. Select Diag.
   5. Select Repair and wait for the repair diagnostic to finish. Was the connection successfully repaired?
      • If yes, press Enter > * > SoftPay-TSYS to open the Sale screen and try again to process the transaction.
      • If not, repeat this step twice to try to repair the connection before continuing to the next step.
3. Replace the battery:
   1. Remove the back of the terminal.
   2. Remove the battery.
   3. Wait for 60 seconds, then connect a new battery.
   4. Reattach the back of the terminal.
   5. Press and hold the Enter button until the terminal turns on.
4. Return to step 2 and try to repair the connection one more time.
5. If the previous steps don't fix the problem, please contact our Client Services team at 800-787-4105 or [e-mail].

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Troubleshoot VeriFone VX 520 terminals

Your VX 520 terminal may display a communication error code when a transaction fails to process. Common error codes include the following:

• COMM ERR
• TCPIP
• LINE BUSY
• LINE CLOSE FAIL
• NO HOST RESPONSE
• DIAL PRIMARY
• NO LINE

Complete the steps in one of the following sections to try to resolve one of the previously listed errors or a different error.

• Troubleshoot Ethernet-connected VX 520 terminals
• Troubleshoot phone line-connected VX 520 terminals

Troubleshoot Ethernet-connected VX 520 terminals

1. Confirm the VeriFone VX 520 terminal's Ethernet cable is connected to the ETH port at the bottom of the terminal.
2. If your terminal is connected to a modem and/or router, does the modem and/or router have a dynamic or static IP address? If you need help answering this question, please contact your network administrator or internet service provider.
   • If the modem and/or router has a dynamic IP address, continue to the next step.
   • If the modem and/or router has a static IP address, follow these steps:
     1. Get the following information for your modem and/or router. If you need help, contact your network administrator or internet service provider.
        • static IP address
        • subnet mask
        • gateway IP
     2. Complete the following steps to enter the information from the previous step into your terminal:
        1. Select Commserver.
        2. Select Config (the purple Reports button).
        3. Select IP (F2).
        4. Select Edit (F3).
        5. Select Static (F1).
        6. Select Next (F2).
        7. Select Edit (F3).
        8. Enter the static IP address.
        9. Select Enter.
        10. Select Next (F2).
        11. Select Edit (F3).
        12. Enter the subnet mask.
        13. Select Enter.
        14. Select Next (F2).
        15. Select Edit (F3).
        16. Enter the gateway IP address.
        17. Select Enter.
        18. Select Exit (F4).
        19. Select Yes (F1) to save the changes.
     3. Try again to process a transaction. If your terminal still can't process a transaction, return to step 2a and confirm you recorded and entered the correct static IP address, subnet mask, and gateway IP address.
3. Follow these steps to reboot your terminal and modem and/or router.
   1. Unplug the Ethernet cable from the terminal.
   2. Unplug the power cord from the terminal.
   3. Unplug the Ethernet cable from the modem and/or router.
   4. Unplug the power cord from the modem and/or router.
   5. Wait for 30 seconds.
   6. Plug the power cord into the modem and/or router.
   7. Plug the Ethernet cable into the modem and/or router.
   8. Plug the power cord into the terminal.
   9. Plug the Ethernet cable into the terminal.
   10. When the lights on the modem and/or router indicate that the device is connected, try again to process a transaction.
4. If your terminal still can't process a transaction, plug the Ethernet cable into a different port on the modem and/or router and try again to process a transaction.
5. If your terminal still can't process a transaction and you have a router that connects your modem to your terminal, disconnect the router and connect the Ethernet cable directly from the modem to the terminal, then try again to process a transaction.
6. If the previous steps did not resolve your issue, please contact our Client Services team at 800-787-4105 or [e-mail].

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Troubleshoot phone line-connected VX 520 terminals

1. Confirm the VeriFone VX 520 terminal's phone cord is connected to the Phone port on the terminal.
2. If you need to dial 9 to reach an outside connection on the line that the terminal uses, please contact our Client Services team at at 800-787-4105 or [e-mail].
3. Is a splitter connected to the phone line? If so, remove the splitter and plug the phone line directly into the phone jack. Then, try again to process a transaction. If your issue is resolved, then the splitter is faulty. Either don't reconnect the old splitter or get a new splitter.
4. Does the connected telephone line include voicemail? If so, the terminal can't connect and is timing out. Remove the voicemail service from the line or connect the terminal to a different line that doesn't have voicemail.
5. Follow these steps to reboot your terminal.
   1. Unplug the phone cord from the terminal.
   2. Unplug the power cord from the terminal.
   3. Wait for 30 seconds.
   4. Plug in the power cord.
   5. Wait until the Commserver screen appears.
   6. Plug in the phone line.
   7. Try again to process a transaction.
6. Follow these steps to test your phone line.
   1. Unplug the phone cord from the terminal.
   2. Plug the phone cord into an office telephone.
   3. On your office telephone, call 888-445-4815.
   4. When you hear the sound of a fax machine receiver, hang up the telephone.
   5. Try again to process a transaction.
7. If the previous steps did not resolve your issue, please contact our Client Services team at 800-787-4105 or [e-mail].

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