Support

TECHNICAL SUPPORT FAQ’S

  • I have “Host Connection Failed” error. What do I do?
    • The terminal is unable to connect to the server cannot process transactions. To complete the transaction:
      a) Use manual imprinter to take an imprint of the credit card.
      b) Have the customer sign the manual slip.
      c) Call number listed on credit card to get authorization number from the credit card issuer.When the host connection is re-established:
      A) Select Forced Post option.
      B) Enter Auth number.
      C) Press OK.
  • My terminal language changed from French to English. What do I do?
    • a) Press ADMIN button.
      b) Press 1
      c) If the terminal does not return to English please call Technical Support at 1-800-268-4280.
  • I have a “COMM ERROR 9” or “NO LINE DETECTED” error. What do I do?
    • The terminal cannot dial out because the phone line is either non-existent, poor quality, or interrupted by digital voice mail. Note: Dial terminals work with Analogue signals. If you are using digital phone service (Rogers, Primus, Telus, Sprint, etc) please call your phone provider and insure you have been set to analogue.
      a) Confirm the phone line is connected to both the wall telephone jack and the POS terminal’s port with telephone symbol.
      b) Try connecting the phone cable directly to wall Jack if a splitter is being used.
      c) Try using a different phone cable to connect.
      d) If you have a digital voicemail service on the same line clear any messages to establish a clear dial tone.
      e) If the problem persists, call Technical Support at 1-800-268-4280.
  • How can I print a duplicate of the last receipt?
    • a) Press ADMIN button.
      b) Press 2.
  • How do I replace the Paper roll?
    • a) Open Paper compartment.
      b) Remove empty paper roll.
      c) Insert paper roll so that the paper feeds from the bottom.
      d) Close paper compartment door.
  • Terminal is printing blank receipts after changing paper. What do I do?
    • All MONEXgroup terminals use THERMAL PAPER ONLY. If you are using Thermal Paper:
      a) Refer to FAQ #4.
      b) If the problem persists, call Technical Support at 1-800-268-4280.
      c) To order replacement paper, please call MONEXgroup at 1-866-286-7787.
  • I have a “INV TRANS CODE” when trying to close batch. What do I do?
    • Call MONEXgroup at 1-866-286-7787 option 1.
  • “INGENICO HOST CONNECTION OK PRESS OK TO CONTINUE” is not displayed when selecting “Ingenico Host” for the Ethernet setting (i5310/i7780 IP terminal only). What do I do?
    • The terminal is unable to connect to the server and cannot process transactions.
      a) Insure the Ethernet cable is plugged in.
      b) Insure the router cable is plugged in and powered on.
      c) If using a firewall ensure that the port address of 443 and 9099 are enabled for bi-directional data transfers.
      d) If the problem persists, call Technical Support at 1-800-268-4280.
  • I have a “OUT OF RANGE” error (applies to the i7780/i7770 terminal only). What do I do?
    • Handheld terminal and base are mismatched.
      a) Use the correct base.
      b) If the problem still persists please call Technical Support at 1-800-268-4280 for assistance.