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EFTPOS Extra Mobile - troubleshooting

Common problems and how to solve them

The problems you may encounter and their solutions are detailed below. For further help call the Helpdesk on 1800 029 749.

There is no power to the machine

The machine must be charged for 4 hours. It will have 3 power bars on the left hand side when the terminal is fully charged.

Machine problems

The machine is not responding or is frozen, or the screen is displaying NPO or an invalid character

Check that the power cable is connected correctly.

You can do this by:

  1. Sliding back the sleeve on the large black power cable located at the back of the machine/printer (located on the right hand side if looking at the machine/printer from the front)
  2. Removing the power cable
  3. Reconnecting the power cable after 10 seconds.

The printer is not printing correctly

Printing problems include:

  • Printing on one side only
  • The printer is jamming
  • The print is faded
  • The paper is feeding blank.

Carry out the following checks:

  • Check you are using our paper in the printer. If not, remove the existing paper and replace with our paper
  • Check the shiny side of the paper is on top as it exits the printer. If not, remove and re-insert paper roll correctly
  • Check the roll is positioned correctly in its holders and the paper feeds from under the paper roll. If not, remove the paper and feed a new roll into the printer, ensuring you use the small green printer release lever. Refer to the User Guide for instructions.

There is a GPRS error or there is no network

Carry out the following steps:

  1. Remove the battery from the right hand side of the machine using the fabric tag
  2. Re-insert the battery
  3. Power on the machine using the black and red power button located at the top of the machine.

The card is not swiping or the machine is not reading the card

Alternate the speed and direction of the card swipe and if you are unsuccessful, carry out the following checks:

  • Check that the magnetic swipe on the card is not damaged
  • Check whether the machine can successfully read other cards.