POS Terminal Error Codes

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POS Terminal Error Codes

POS SCREEN AND/OR RECEIPT ERROR MESSAGE REASON RESOLUTION POS ERROR CODE # Amount Exceeds Auth

When performing a Voucher Clear transaction, the dollar amount entered is larger then the dollar amount from the original voice authorization.

Re-Enter the Voucher Clear transaction, verifying that all entries are correct. If the problem persists, call the XEROX EBT Retailer Help Desk with the error code.

A3

Call Client Help Desk

This transaction did not complete processing and has been

canceled

Give the customer the receipt with the error code and instruct the customer to call the Customer Service number located on the back of their EBT card.

41

canceled

42

canceled

43

Call Retail Help Desk

The terminal’s status in the Host system no longer matches the status at the local terminal.

Call XEROX EBT Retailer Help Desk with the error code.

E5

When performing a Voucher Clear transaction, the cardholder number entered does not match the cardholder number from the original voice authorization.

A4

When performing a Voucher Clear transaction, the FNS number entered does not match the FNS number from the original voice authorization.

A5

The Host system is unable to process this transaction because the retailer’s endorsement type is not set up to accept “restaurant access” Food Stamp transactions.

Call the XEROX EBT Retailer Help Desk 03

Card Not Found An incorrect card number was entered. This transaction did not complete processing and was canceled.

56 Format Error-Retry --or— Format Err NNN-Retry

canceled.

Re-enter the transaction. If the problem persists, call the XEROX EBT Retailer Help Desk.

30

Host

Unreachable

The POS terminal or Server terminal was unable to establish a connection to the host system

Call the XEROX EBT Retailer Help Desk with the error code.

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POS Terminal Error Codes

Insufficient Funds

The amount of this transaction exceeds the dollar balance in the customer's account.

Re-enter the transaction for an amount that is equal to or less then the dollar amount that is shown on the customer receipt.

51

Invalid Amount An incorrect dollar amount was entered. The transaction did not complete processing and has been canceled.

The terminal will not accept dollar amounts exceeding 999.99 or more then five digits as the dollar amount. Re-enter the transaction with the correct dollar amount.

13

Invalid

Authorization When performing a Voucher Clear transaction, the Voucher Authorization number entered does not match the Voucher Authorization number from the original voice authorization

A2

Invalid Card Number

canceled.

Re-enter the transaction. If the problem persists, give the customer the receipt with error code and instruct the customer to call the Customer Service number located on the back of their EBT card.

14

Invalid Card Type The card used for this transaction

is not a valid EBT card.

Inform the customer that their card will not process a transaction through the EBT system.

31

Invalid FNS Status

The system is unable to process transactions using the current USDA FNS Food Stamp license number.

Call the XEROX EBT Retailer Help Desk. 03

Invalid PIN-Retry The customer entered an invalid

PIN number.

Instruct the customer to re-enter their PIN number. Inform the customer that they are allowed only four attempts at entering their PIN. After the fourth attempt their account will be inaccessible until the next day.

55

Invalid Terminal ID/Pwd

The activation process for this terminal has not been completed.

Call XEROX EBT Retailer Help Desk with the error code.

E0

Invalid Transaction

The system is unable to process this transaction.

Invalid

Transaction Type

The system is unable to process this transaction.

Invalid User ID/Pwd

A User (clerk or supervisor) has attempted to log-on to this terminal using an invalid user ID or password.

Confirm that the User ID and password is valid and has been set up on the terminal by the supervisor. If the User ID has not been set up, follow the “Add Clerk” procedure to add a new User ID and password on the terminal. Re-attempt to Log On the terminal.

E1

Invalid Voucher ID

When performing a Voucher Clear transaction, the Voucher ID number entered does not match the Voucher ID number from the original voice authorization.

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POS Terminal Error Codes

Key Sync Error-Retry

canceled.

Re-enter the transaction. If the same Error Code is displayed, perform a “Log Off “and “Log On” procedure on the terminal and then re-enter the transaction. If the problem persists, call the XEROX EBT Retailer Help Desk.

76

Lost Comm With Host

- or –

Lost Conn With Host

A communication error has occurred with the transfer of information between the store's equipment and the Host system resulting in a canceled

transaction.

C1

No Answer From Dial

The terminal dialed the host phone number, but there was no answer from the host when it dialed.

Call the XEROX EBT Retailer Help Desk with the error code.

CB

No Dial Tone The terminal has not detected a phone line connection or dial tone from a telephone line which needs to be connected to the terminal. .

Check and secure all telephone line connections to the terminal and wall jack. Also, make sure the telephone line is not currently in use when attempting the transaction. If the terminal is shared with a telephone, hang up the voice call before attempting the transaction again. You should also check the telephone line by connecting a working telephone to the same wall jack and listening for a dial tone. If there is no dial tone, call your telephone company to have them check the wall jack and phone line. If there is a dial tone, re-enter the transaction. If the problem persists, call the XEROX EBT Retailer Help Desk.

CC

No ENQ From Host

A communications error has occurred with the transfer of information between the store's equipment and the Host system resulting in a canceled

transaction.

C2

No Modem Response

The terminal has detected that the modem is failing to respond to commands from the terminal.

C8

No Network Available

The LAN cable is not connected to the POS terminal or a local LAN is not detected by the POS terminal.

Check and secure all connections between the POS terminal, Server terminal, router, and any hubs that may be connected to the LAN network. Re-enter the transaction. If the problem persists, call the XEROX EBT Retailer Help Desk.

C9

No Phone Line Available

The terminal has not detected a phone line connection or dial tone from a telephone line which needs to be connected to the terminal. .

Check and secure all telephone line connections to the terminal and wall jack. You should also check the telephone line by connecting a working telephone to the same wall jack and listening for a dial tone. If there is no dial tone, call your telephone company to have them check the wall jack and the phone line. If there is a dial tone, re-enter the transaction. If the problem persists, call the XEROX EBT Retailer Help

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POS Terminal Error Codes

No Response From Host

transaction.

C3

Operator Aborted The terminal operator/clerk

canceled the transaction before it was transmitted.

Re-enter the transaction if desired. F2

Out Of Memory The terminal's memory has been depleted due to the accumulation of stored Retailer Copies of transactions.

Follow the "Print and Reset Receipt Copies"

procedure found in this Manual to clear the terminal's memory. F7 Packet RX Error - or - Packet Recv Error

transaction.

C5

Packet TX Error - or -

Packet Send Error

transaction.

C4

Phone Line In Use

The terminal has detected that there is another communication device (telephone, fax machine) currently being used on the same phone line as the terminal.

Re-enter the transaction after the other

communication devise has completed its call or has been turned off.

CD

PIN Not Selected A PIN number has not been

assigned to this customer's EBT card.

Give the customer the error receipt and instruct the customer to call the Customer Service number located on the back of their EBT card to select a PIN number.

S5

PIN Tries Exceeded

The customer has entered their PIN number incorrectly four times resulting in a canceled

transaction. Their account is now inaccessible until the next day.

The PIN is re-set a 12:01 AM on the day following the last invalid PIN prompt. Give the customer the error receipt. If the cardholder does not remember their PIN, he/she should all the Customer Service number on the back of their EBT card.

75

Re-Enter Transaction

canceled.

Re-enter the transaction. 19

Return Exceeds Limit

The dollar amount entered on this Return transaction exceeds a return limit established for the customer's benefit authorization.

61

System Error-Retry

canceled due to a Host System error.

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POS Terminal Error Codes

Terminal Not Logged On

A clerk or supervisor user ID has not been logged into this terminal, or the terminal is out of synch with the Log On state on the Host system.

If the terminal screen reads “Swipe Card To Begin”, complete the Log Off procedure. Re-attempt the Log On procedure using a valid clerk or supervisor ID and password. If the terminal screen reads “Terminal Logged Out”, Re-attempt the Log On procedure using a valid clerk or supervisor ID

E3

Unexpected Host EOT

transaction.

C6

Voucher Already Cleared

When performing a Voucher Clear transaction, the system

determined that the voucher authorization number entered has already been cleared and

processed.

This voucher has already been cleared and processed.

A6

Voucher Expired An attempt was made to complete

a Voucher Clear transaction on an expired manual voucher.

All manual vouchers must be cleared through the POS equipment within 10 days of phone

authorization.