Common PDQ terminal faults

Frozen Display

PDQ machines are sensitive to environmental changes such as power cuts, power surges and static electricity which can cause the machine to freeze on the same screen and become unresponsive.

• Turn the machine off at the power source and leave it off for 1 minute.
• Turn the machine back on.
• If the PDQ machine froze during a sale, the machine may print off a receipt showing 'transaction void' – in this case, if the machine is operational again, the transaction will need to be reprocessed.

If the problem isn't resolved

If the screen is still frozen, check the connections and cables for signs of any breakages or kinks. The power supply unit is the large rectangular box that the mains cable plugs into; ensure the cable from the plug socket is securely inserted into this.

Finally, check the back or underside of the PDQ machine to ensure all connections are firmly in place and not loose or damaged. Next:

• Turn the power off and then on again
• When the machine powers back on, wait 10 seconds before pressing any of the keys
• Then, try pressing the menu button
• Or, insert your PIN training card and perform a test transaction.

Installation problems

Installing PDQ machines should be a quick, easy process that takes no more than ten minutes.

• Firstly, read the instruction booklet to see how to connect your PDQ machine to the power and telephone sockets (ensuring both sockets are working)
• The PDQ machine will ask if a dial prefix is required – this is a number that needs to be pressed before gaining access to an outside telephone line (the most common is 9). These are normally required when the PDQ machine is plugged into a switchboard system.
• It will also ask whether the telephone line has call waiting or 1571 facility. If you're unsure whether you have these features on your line, check with your line provider.
• You will then have to enter your merchant number – the seven digit number for your merchant services account (sometimes referred to as an 'outlet number'). You'll find this number on the plate of your manual imprinter. You'll also find this number (which begins with "M" and is 7 digits long) on any old receipts from us, just below the business name & address.
• Your PDQ unit will then dial into GEMS (Installation system) , then any acquirers, such as Barclaycard or Amex, and then into GEMS again to complete the installation.

If you see an 'installation failed' message

There are two things you can do. First make sure you answered all of the set up questions correctly.

• Could it be that you have a switchboard system which requires a 9 prefix but the PDQ machine is on an independent line which doesn't?
• Or, you may have a 1571 message service with messages that need to be listened to – this will produce an irregular dial tone that will interfere with the PDQ detecting your telephone line.
• You could have typed your merchant number incorrectly.

Secondly, you could refer to the section that helps you deal with communication problems.

Terminal failure

Terminal failure is a response that can appear on the screen of your PDQ and is not one that can be fixed. You will need to request a replacement machine. However, there are measures you can take to reduce the likelihood of this happening.

• Always ensure the terminal is handled carefully to avoid it being dropped.
• Make sure it is positioned away from the edge of surfaces to avoid it being knocked or dropped.
• Relocate the machine if it's connected to a circuit prone to power cuts.
• Use a surge protector to lower the chances of a surge causing terminal failure.

Store full

This indicates that your machine is storing transactions in its memory because it's unable to dial out. The maximum number of transactions it will store is 5. Firstly, perform a function 83 on the machine, according on the type of machine you have:

Using a TT41 model PDQ

• From the 'Ready' screen press the function key.
• Key in '83' and press enter twice.
• You may be asked to swipe the supervisor card. If you are, swipe it and press enter.
• If the terminal connects to our system successfully, perform a test transaction for £1 using your PIN training card
• If these actions work, the problem is resolved. If not, follow the next steps below.

Using a 5100 Classic/7770 or 7780 Portable PDQ

• From the 'Ready' screen press the menu button twice until you see the menu.
• Scroll down to select function and press enter.
• Key in ‘83' and press enter.
• The terminal will prompt you to swipe your supervisor card.
• Check the status – if 'available', follow the onscreen steps to perform a GEMS call. Then perform a test transaction for £1 with your PIN training card. If this works, the problem is resolved. If the response is ‘unavailable' move onto the next steps below.

Next steps if problem is not resolved

• If the words 'line disconnected' or 'line in use' appear, refer to our advice about communication problems, as these can cause a PDQ machine to store transactions in its memory.
• If the words 'voltage read failure' appear on screen when performing a function 83, read our tips to help you deal with that too.

'Voltage read failure' on screen

This is caused by a build up of static electricity in the base unit which interferes in the connectivity between the hand set and base. Try the following:

• Turn the power off at the mains for the base unit.
• On the handset press "enter" to return back to ready.
• If this is successful try Function 83 again.
• If the PDQ shows "out of range" remove the battery from the handset.
• Power the base unit back on.
• Replace the battery in the handset.

Try performing function 83 again, as advised in the store full' advice section.

You should now see the response 'available', and follow the on-screen instructions to perform a GEMS call, then perform a test transaction for £1 using your PIN training card. If successful, the problem has been resolved.

If the response is 'voltage read failure', you may need to repeat this step up to three times.

If the PDQ terminal still shows Voltage Read Failure then please call us to arrange to swap the base unit.

PIN pad failure – TT41

TT41 model PDQs have a separate 'PIN pad' for reading chip and PIN cards. PIN pads occasionally have problems which will be communicated by a message on the main unit known as the 'cashier unit' saying 'PIN pad failure'. Follow these steps to try and resolve the issue:

• Turn the machine off at the mains power supply.
• Remove the PIN pad from the back of the PDQ machine.
• Turn the cashier unit over and look for a sticker on the underside of the machine saying 'do not remove when the power is turned on' – you'll see a diagram showing how to remove the 'expansion unit'. Follow these instructions then leave the parts separate from the main unit for 2 minutes.
• Then replace the expansion unit into its position until it clicks securely into place. Next, reconnect the PIN pad into the red port at the back of the machine.
• Turn the power back on at the mains.
• When the PDQ powers up, if it displays 'ready' try a test transaction for £1 using the PIN training card.
• If this is successful the problem is resolved.

If you see the message 'unit swap out dialling gems'

If the machine goes on to display 'PIN pad failure – check connections and press enter' try pressing enter to see if the pin pad can be detected. If it then says 'PIN pad failure' or 'admin menu' call our helpdesk.

Radio link disabled – on a portable model PDQ

The portable handset is designed to work off the base unit. Occasionally you may find the message, 'radio link is disabled – terminal must be used on the base'. This message indicates that the portable functionality of the handset has become temporarily unavailable as the connectivity between handset and base is not enabled.

Sometimes this message will not be displayed, but another sign of this being an issue is a downwards pointing arrow where you would normally find a signal strength indicator, or the PDQ machine displaying 'ready' when on the base and 'out of range' when lifted off the base.

• Lift the handset off the base.
• Press the up arrow, down arrow and cancel keys simultaneously for a couple of seconds and then release – this should force the machine to restart.
• Before the handset restarts, put it back onto the base unit – this should cause the machine to display the message, 'radio link is disabled – enable yes/no?' – select yes and press enter.
• This should resolve the problem and can be checked by looking in the top right hand corner of the screen for a radio strength indicator.

Further steps if the problem isn't resolved

If you find that the handset still only works on the base unit you can perform a function on the machine to try and fix this.

Terminal dead

If your PDQ machine is powered off, but is still connected to the mains, disconnect it from the power supply. Check all the connections and cables for damage then test the power socket with a different piece of equipment to check whether the issue is with the power supply.

If the power supply is good, check that all the cables are connected securely into the back of the machine. Once you're confident the connections are securely in place, turn the power back on. If the PDQ machine loads up the problem has been resolved.

Further steps to try if the problem isn't resolved

If after turning the power back on, you find nothing happens, the next step is to check the power supply unit (PSU) – the black box the mains lead plugs into. If it feels warm, call the helpdesk as this means that electricity is passing through the PSU normally, and the machine is not working.

If you touch the unit and it feels cold, despite being connected for at least 30 minutes, the machine will need replacing.

If the PSU feels very hot, power the machine off immediately at the mains and call our helpdesk.

Communications problems

PDQ machines require an analogue telephone line to work. If you have broadband on your telephone line then you will need an ADSL filter connected to all working telephone sockets on the line. The PDQ machine then plugs into the filter and uses the analogue signal on the line to dial out. PDQ machines are not compatible with IDSN lines as they are purely digital.

If an analogue phone is not working in the phone socket, then neither will a PDQ terminal. You could try the following:

• Unplug the PDQ from the telephone socket and plug an analogue phone in its place
• Check for a dial tone – if there isn't one, it's likely to be a problem with the line and you will need to report it to your telephone line provider
• If there is a dial tone, try calling 0844 8222 015, then 0800 3855 001 – both of these should connect you to a high pitched tone like a fax machine
• If they do not then there may be a problem on the line.

Check your connections

• If your PDQ is a portable it plugs into the extension line socket on the base unit.
• If your PDQ machine is wired (TT41/Classic) it goes in the Tel/Line socket on the back/underside of the machine. The other end goes into your telephone socket.
• If you have a line splitter in the socket to enable multiple devices to work simultaneously then try the first steps again by plugging a phone into the line splitter and dialling the above numbers.
• If the line is dead, this may mean your line splitter could be faulty and a replacement may be required.
• If there is a problem with your telephone line please contact your telecommunications provider.

Out of Range

The Bluetooth signal between the handset and the base unit can be affected by environmental factors such as shiny surfaces like mirrors and metal worktops. The signal can also be affected if thick walls separate the hand set from the base. These are factors you should consider when locating your base to avoid getting an 'out of range' response. 'Out of range' can be a result of other electronic devices interfering with signal quality between the hand set and the base unit.

Try moving other portable handsets away from the one displaying the message. Also try to move the base unit away from tills, computers and fridges as these all produce an electro-magnetic field that can interfere with the signal.

If the message is still displayed, try assigning it to the base unit by performing the following, on your PDQ machine:

• Press MENU
• Scroll down using the arrow keys to 'SELECT FUNCTION' and press enter
• Key in 36 and press enter
• When prompted swipe the supervisor card
• 'Radio set-up' – press enter
• 'Assign to base' – press enter
• Place the hand set on the base
• If the PDQ goes back to ready the problem is fixed, if it goes back to 'radio set up – assign to base' press CANCEL and call our helpdesk.