Ingenico Desk/5000: Troubleshooting 'Transaction Voided'... | terminalfaults.org

Technical Background:

The 'Transaction Voided' message typically originates from the terminal's internal software logic, triggered by several factors. These include: (1) Interrupted communication with the payment processor due to network errors. (2) Data corruption during transmission due to voltage fluctuations or ESD (electrostatic discharge). (3) Internal software errors resulting from unexpected conditions during the transaction. (4) EMV chip read errors (attenuated signal) during card insertion.

Symptoms:

The Ingenico Desk/5000 displays a 'Transaction Voided' message, halting the transaction process.

Possible Causes:

1. Intermittent network connectivity issues (Wi-Fi signal strength or Ethernet cable fault).
2. Power supply fluctuations or insufficient voltage to the terminal.
3. Corrupted transaction data due to electrostatic discharge (ESD), especially in dry environments.
4. EMV chip read failure due to a dirty or damaged card reader.
5. Software glitch in the terminal's firmware.
6. Incorrect terminal configuration or parameters.

Solution:

1

Verify network connectivity: Check the Ethernet cable connection (if applicable) and Wi-Fi signal strength. Restart the network router.
2

Inspect the power supply: Ensure the power adapter is securely connected to both the terminal and the power outlet. Test with a known good power outlet if possible.
3

Perform a terminal reboot: Unplug the terminal from the power source, wait 30 seconds, and plug it back in.
4

Clean the EMV card reader: Use a dedicated card reader cleaning card to remove any debris or contaminants.
5

Check terminal configuration: Verify the terminal's date, time, and communication parameters are correctly set.
6

Test with a different card: Attempt a transaction with a known good card to rule out card-specific issues.
7

Contact Payment Processor: If problems continue, contact the payment processor for investigation and/or a terminal configuration refresh.

Safety Warning:

Ensure Safe Handling by unplugging the device before cleaning. Do not use excessive force when connecting or disconnecting cables to prevent damage. High static environments can cause unexpected errors. Use antistatic precautions.

Prevention:

1. Regularly clean the terminal's exterior with a dry, antistatic cloth. 2. Ensure the terminal's power cable and network cables are free from strain and properly connected. 3. Implement ESD prevention measures, such as antistatic mats, especially during dry winter months. 4. Keep the EMV card reader clean using approved cleaning cards.

Expert Tip:

If the 'Transaction Voided' error occurs repeatedly after card insertion, try slightly adjusting the card's position within the EMV reader during insertion. This sometimes helps overcome minor contact issues. As well, try a different card from a different bank to rule out specific card issues.

Frequently Asked Questions

•What is the process for cleaning the EMV card reader on a Desk/5000?

Use a dedicated card reader cleaning card, inserted and swiped according to the cleaning card's instructions. Never use liquids or abrasive materials.

•How do I check the network connectivity on the Desk/5000?

Navigate to the terminal's settings menu (usually accessible via a key combination) and look for a network status or connection test option. Consult the device manual for specifics.

•What are the recommended ESD prevention measures for a retail checkout environment?

Use antistatic mats under the terminal and at the checkout area. Increase humidity if possible. Use antistatic wrist straps when handling sensitive components (though opening the device is forbidden).

Ingenico Desk/5000: Troubleshooting 'Transaction Voided' Errors

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip:

Frequently Asked Questions

•What is the process for cleaning the EMV card reader on a Desk/5000?

•How do I check the network connectivity on the Desk/5000?

•What are the recommended ESD prevention measures for a retail checkout environment?

Related questions

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip: