Dejavoo Z11 Communication Failure Diagnostic Report -... | terminalfaults.org

Technical Background:

Communication failures in the Dejavoo Z11 can stem from multiple sources. These include:
(1) Inadequate voltage supply to the communication module.
(2) Corrupted network configuration files preventing proper DHCP or static IP addressing.
(3) Signal attenuation due to cable damage or excessive cable length.
(4) Electrostatic discharge (ESD) impacting the communication ICs.
(5) Baud rate mismatch between the terminal and the host system, if applicable.
(6) Intermittent hardware failure within the communication module itself.

Symptoms:

The Dejavoo Z11 displays a 'Communication Failure' error message, preventing transaction processing.

Possible Causes:

Damaged or improperly connected Ethernet cable (if applicable).
Incorrect network configuration (IP address, subnet mask, gateway).
Power supply malfunction leading to insufficient voltage for the communication module.
Software glitch or corrupted communication drivers.
Interference from nearby electronic devices (EMI).
Accumulation of electrostatic discharge (ESD) affecting the communication circuits.

Solution:

1

Safe Handling: Disconnect the power adapter from the Dejavoo Z11 terminal.
2

Inspect the Ethernet cable (if applicable) for physical damage (bends, cuts) and ensure it is securely plugged into both the terminal and the network switch/router.
3

Verify network connectivity by pinging the terminal's IP address from a computer on the same network. If the terminal doesn't have an IP address, consult the network administrator.
4

If using Wi-Fi, ensure the terminal is connected to the correct network and the signal strength is adequate. Check Wi-Fi password.
5

Cycle the power on the network router/switch that the terminal is connected to. Wait for it to fully reboot before proceeding.
6

Perform a soft reset of the Dejavoo Z11. (Refer to the Dejavoo Z11 manual for the correct procedure. Usually holding down the 'CLR' button for 3-5 seconds.)
7

Check if the terminal has the latest firmware installed. Consult the Dejavoo support website or contact your payment processor for firmware update instructions.

Safety Warning:

Electric Shock Hazard: Always disconnect the power adapter before inspecting cables or cleaning the terminal.
ESD Hazard: Static electricity can damage the terminal's internal components. Ground yourself before handling the device.
Cable Strain Hazard: Ensure cables are routed to prevent tripping and are not subjected to excessive bending or pulling.

Prevention:

To minimize communication failures:
(1) Ensure proper cable management to prevent strain on connectors.
(2) Regularly clean the terminal's exterior with a dry, lint-free cloth to prevent dust accumulation.
(3) Implement surge protection to safeguard against power fluctuations.
(4) Maintain adequate ventilation around the terminal to prevent overheating.
(5) In dry environments (especially during winter), use anti-static mats and sprays to reduce ESD.

Expert Tip:

Try using a known good Ethernet cable to rule out a faulty cable as the source of the communication failure. Sometimes a cable tester (continuity tester) can show a cable is 'good', but it is still failing in high-speed data transfer. Also, ensure the correct port on the router/switch is selected (i.e. is Gigabit Ethernet if the terminal supports it). Check the LED indicators on the Ethernet port of the Z11 for link/activity status.

Frequently Asked Questions

•What are the default network settings for the Dejavoo Z11?

Consult the Dejavoo Z11 manual for the default network settings. These usually include DHCP enabled by default.

•How do I perform a factory reset on the Dejavoo Z11?

Performing a factory reset will erase all configurations, including network settings. Consult the Dejavoo Z11 manual for the procedure.

•Where can I download the latest firmware for the Dejavoo Z11?

Contact your payment processor or visit the Dejavoo support website for firmware downloads and instructions.

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip:

Frequently Asked Questions

•What are the default network settings for the Dejavoo Z11?

•How do I perform a factory reset on the Dejavoo Z11?

•Where can I download the latest firmware for the Dejavoo Z11?

Related questions

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip: