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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.

Your EFTPOS machine displays the Z1, Z2, or LC Communications error

Possible causes of this error:

  • The number does not answer
  • There is no dial tone
  • The number is engaged
  • The connection has timed out
  • Carrier lost
  • No carrier.

Carry out the following checks:

  • Check that the phone cable (located on the left hand side if looking at the machine from the front) is connected to the back of the machine and the phone socket is connected
  • Check shared lines to determine if another person is using the line
  • Check that the phone is working, e.g. there is a dial tone
  • Check that the phone line can dial a 1800 number.

The EFTPOS machine is constantly initialising

Carry out the following checks:

  • Confirm the power cable is not stretched to its limit and there is some slack to the machine’s lead.
  • Check that the power cable is connected correctly.

You can do this by:

  1. Removing the power cable
  2. Reconnect the power cable after 10 seconds.

If the EFTPOS machine is not responding or 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. Removing the power cable
  2. Reconnecting the power cable after 10 seconds.

The card is not swiping or the EFTPOS 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.

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. Refer to the User Guide for instructions.

There is no power to the machine or the display screen is blank

Carry out the following checks:

  • Check the device is plugged in and the power switched on
  • Check the power socket is working by plugging another appliance into the socket to see if it has power
  • Check that the power cable is connected correctly.

You can do this by:

  1. Removing the power cable
  2. Reconnecting the power cable after 10 seconds.