Verifone Entra Tamper Alert Diagnostic and Resolution -... | terminalfaults.org

Technical Background:

Tamper alerts on PCI-PTS devices like the Verifone Entra are triggered by internal sensors that detect physical intrusion, voltage fluctuations, or unexpected signal interruptions. The Entra likely has multiple tamper detection mechanisms (e.g., mesh sensors, accelerometer, voltage monitoring). These sensors are designed to zeroize sensitive cryptographic keys and disable the device upon activation. Communication errors between the main board and security module can sometimes mimic a tamper event.

Symptoms:

The Verifone Entra Station displays a 'Tamper Alert' message, indicating a potential security breach or hardware fault.

Possible Causes:

Physical shock or vibration exceeding the Entra's accelerometer threshold.
Power surge or voltage fluctuation affecting the device's internal power management IC.
ESD (Electrostatic Discharge) event, particularly during dry winter months, damaging a sensor.
Communication failure between the main processor and the secure element due to corroded contacts or cable strain on internal connectors.
Firmware corruption affecting tamper detection logic.
Environmental factors: Extreme temperature or humidity causing sensor malfunction.

Solution:

1

Perform Safe Handling: Unplug the Verifone Entra from the power outlet and any network connections.
2

Inspect the device for any visible signs of physical damage (cracks, dents, liquid ingress). Document any findings.
3

Check the power outlet voltage with a multimeter to ensure it is within the specified range for the Entra.
4

Examine the power cable and data cables for any signs of damage (fraying, cuts, kinks). Replace if necessary.
5

Reconnect the power cable. Observe if the tamper alert persists upon power-up.
6

If the alert persists, attempt a factory reset (if a non-destructive reset is available via button combination, consult the Verifone Entra manual for details). This may clear a false alarm caused by software glitch (Note: this operation may erase transaction data).
7

If the tamper alert continues, the device has likely been permanently disabled by the anti-tamper mechanism and requires replacement. Contact Verifone support for further assistance.

Safety Warning:

The Verifone Entra contains sensitive electronic components that can be damaged by electrostatic discharge (ESD). Avoid touching internal components. DO NOT attempt to open the device enclosure or remove any screws. Doing so will trigger the anti-tamper mechanism and permanently disable the device. Ensure the area is clean and dry when performing any troubleshooting steps. Always unplug the device before performing any inspections.

Prevention:

Regularly clean the Entra's exterior with a dry, anti-static cloth. Ensure the device is placed on a stable surface to minimize the risk of accidental bumps or drops. Use a surge protector to protect against power surges. Implement cable strain relief measures to prevent damage to the power and data cables. Manage ESD risks by using anti-static mats, wrist straps and humidifiers during dry winter conditions.

Expert Tip:

High static can sometimes trigger these errors in the winter. Temporarily moving the device to a more humid location (e.g., near a humidifier) may allow it to boot without the tamper error. If that works, permanently address the ESD issue with proper grounding and humidity control. Consult the Verifone Entra manual for specific diagnostic codes related to tamper events that may be displayed on the screen before the main 'Tamper Alert'.

Frequently Asked Questions

•What are the voltage input specifications for the Verifone Entra?

Refer to the Verifone Entra product manual for the specific voltage input requirements. Typically, it is 100-240V AC, 50/60Hz.

•How can I obtain the Verifone Entra product manual?

Visit the Verifone website and search for the Entra model. The manual should be available for download in PDF format.

•What are the warranty options for the Verifone Entra?

Warranty information can be obtained directly from Verifone or the authorized reseller from whom the device was purchased.

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip:

Frequently Asked Questions

•What are the voltage input specifications for the Verifone Entra?

•How can I obtain the Verifone Entra product manual?

•What are the warranty options for the Verifone Entra?

Related questions

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip: