Dejavoo Z11 PIN Pad Offline Troubleshooting - Solar Faults | terminalfaults.org

Technical Background:

The 'PIN Pad Offline' error indicates a disruption in communication between the Z11 and the host system or payment network. This can stem from voltage fluctuations affecting the device's internal communication bus, signal attenuation in the data cable, or incorrect baud-rate settings. Electrostatic discharge (ESD), especially prevalent in dry environments, can temporarily disrupt the Z11's microcontroller operations.

Symptoms:

The Dejavoo Z11 PIN pad displays an 'Offline' error message and is unable to process transactions requiring PIN entry. Functionality requiring network connection is impaired.

Possible Causes:

Loose or damaged data cable connecting the Z11 to the terminal or network.
Insufficient power supply to the Z11, leading to intermittent operational failures.
Incorrect configuration settings within the Z11's software (e.g., incorrect communication protocol or baud rate).
Network connectivity issues preventing the Z11 from reaching the payment processor.
Electrostatic discharge (ESD) affecting the Z11's electronic components.
Physical damage to the Z11's communication port.

Solution:

1

Safe Handling: Disconnect and reconnect the Z11's data cable to ensure a secure connection. Check for bent pins or damage to the cable connector.
2

Inspect the power source. Confirm the Z11 is receiving adequate power. If powered via USB, try a different USB port or a dedicated power adapter.
3

Verify network connectivity. Ensure the terminal and network are online and able to communicate with the payment processor.
4

Power cycle the Z11. Disconnect the power and data cables for 30 seconds, then reconnect them.
5

Inspect the cable itself for any signs of wear/damage (kinks, cuts, etc). Replace the cable if damage is visible.
6

Check the configuration settings. Access the Z11's configuration menu (refer to the Dejavoo Z11 manual for specific instructions) and verify the communication parameters (e.g., communication protocol, baud rate) are correctly set.
7

If the issue persists, contact Dejavoo technical support for further assistance.

Safety Warning:

Do NOT attempt to open or disassemble the Dejavoo Z11. This device contains tamper-evident seals and opening it will void the warranty and potentially damage the device. Static electricity can damage electronic components. Always ground yourself before handling the Z11. Avoid using excessive force when connecting or disconnecting cables.

Prevention:

Implement cable strain relief measures to prevent damage to the data and power cables. Regularly clean the Z11's touchscreen and exterior surfaces with a dry, antistatic cloth. In dry environments, use a humidifier to reduce the risk of electrostatic discharge. Ensure the device is placed on a stable, level surface to prevent accidental damage.

Expert Tip:

Some 'PIN Pad Offline' errors can be resolved by performing a 'soft reset' of the Z11. Consult the Dejavoo Z11 technical documentation for the correct key combination to perform a soft reset. Adding a ferrite choke to the data cable can reduce EMI (electromagnetic interference) from nearby devices.

Frequently Asked Questions

•What is the voltage output of the power adapter?

The power adapter's output voltage should match the Z11's specifications. Typically 5V.

•What is the communication protocol used between the Z11 and the host system?

Common protocols include RS-232 or USB. Refer to the host system's documentation for the correct protocol.

•Where can I find the Dejavoo Z11 technical documentation?

The documentation is available on the Dejavoo website or through their technical support channels.

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip:

Frequently Asked Questions

•What is the voltage output of the power adapter?

•What is the communication protocol used between the Z11 and the host system?

•Where can I find the Dejavoo Z11 technical documentation?

Related questions

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Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

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