Helpdesk Training Manual

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1 Helpdesk Training Manual Terminal Menu Navigation & Troubleshooting -1-

2 Product Overview The 4Access terminal is an all-in-one, state of the art, payment processing system designed to lower the cost of ownership and support, while providing a total payment processing package to merchants with varying needs. The 4Access terminal supports the following payment types and functions: Credit Cards All major card types PIN Debit Cards (using an external Verifone PIN Pad 1000SE or Hypercom PV1310 connect to com 2 port) Check Processing Verify only (Standard Guarantee) or Electronic Check Conversion (ECC) Check Imaging Check 21/Remote Deposit Capture with Verification Gift/Loyalty (available through GETI) Retail, Retail with Tip, Restaurant, Fine Dining, QSR and MO/TO industries Dial and Ethernet (IP) with Dial back-up communications RFID Contact-less card reader (Vivotech 3000, 4000 and 4500M connect to com 1 port) Biometrics/Fingerprint reader for future use USB port for connection of various devices such as a camera or to download info onto a flash drive for future use Support for the 4Access terminal is made easy with the following features: Ability to perform a partial/parameter download to make merchant/store changes 2 minutes via dial or IP. Simple download instructions very few keystrokes to start a full or partial load IP Diagnostics Run IP Diagnostic test as needed to test cable and internet connection, as well as connection to each host programmed in the terminal. One device to provide card and check eliminates the need for extra lines and cables. Drop in load paper thermal Printer makes paper roll easy to change. All terminal parameters can be changed manually in the terminal via the Menu (0 key + password) - 2 -

3 Manually Setting Time and Date on the 4Access Terminal It is important to ensure the correct time and date are set on the 4Access terminal prior to its use. To view or update the current time and date settings please follow these instructions: Prompt Action Press. Select Transaction Type Key-In Password and Press Enter Key the manager password (1234) and press. Select Utility Configuration Configuration Date/Time Configuration Set Date/Time Manually Timezone Configuration Set Date/Time Manually Current Date: 11/08/2006 Configuration Set Date/Time Manually Current Time: 09:38 Configuration Set Date/Time Manually Current AM/PM: AM Select Configuration Select Set Date/Time Select Set Date/Time Manually to set the date and time Select the time zone by pressing the appropriate key: 1. Eastern 2. Central 3. Mountain 4. Pacific Key in the correct date using mm/dd/yyyy format and press. This date will display at the bottom of the screen. Key the correct time in hh:mm format and press. NOTE: Time is entered as AM/PM but displays and prints on receipts as 24-hour military time. Select AM or PM by pressing the appropriate key: 1. AM 2. PM Date and time are updated and terminal will reboot to save the change. The terminal will then return to the idle screen: Select Transaction Type - 3 -

4 4Access Terminal Menu Navigation with 8.0 notes Note: Options marked with ** are only available in the 8.0 App and higher Action/ Select Press 0 from Main Menu Configuration Terminal Option Terminal Option Sub-Options Options/Usage Enter Processor Password: 2345 Configure Terminal Select Configuration or IP Diagnostics Credit/Debit Card Application Note: Order of Options may vary based on the applications residing in the terminal. Select option to go to "Next page" to see additional terminal options display Profiles: Set current profile - Use to view or edit the current terminal mode which may be set to Live (pre 8.0 app, Etherent with modem back up, Modem, Etherent, Online demo mode, or Offline demo mode Live Use for Card app in pre- 8.0 applications. Use to view or edit Live profile parameters such as communication parms or merchant and terminal options Ethernet with Modem Back up Select to view or change app parameters if merchant is set for this comm. type. Modem - Select to view or change app parameters if merchant is set for this comm. type. Ethernet - Select to view or change app parameters if merchant is set for this comm. type. Note: Order of Options may vary based on the applications residing in the terminal. Select option to go to "Next page" to see additional terminal options display Store Information (View/edit Receipt Header Lines, Name, Address, Phone, etc.) ID Numbers (Reserved for future use) (Not in 8.0 App) Card Engine Configuration (View/edit parameters specific to the card processor including Communication Type (Ethernet or Modem), and host ID information If you cannot view Card Engine Configuration., contact 4Access for the manufacturer s password) Processor (View/edit the card processor option shouldn t need to modify this field) User (Do not modify) Password (Do not modify) Industry Type (View/edit the industry type. Retail & MO/TO supported now; remainder are for future-use) Time Zone (View/edit the time zone. E-East, C-Central, M- Mountain, Pacific) Processor Name Here (Each available card processor will be listed. Select the card processor being used in this terminal and you can view/edit the processor specific parameters such as communication type, communication settings (phone numbers, IP addresses and ports) and Authorization and Settlement ID information. ** Host Name Here Configuration 8.0 App and above will list the selected card processor name here such as Vtial, Global, PTech or - 4 -

5 Configuration Configure Terminal Credit/Debit Card Application Continued Online Demo - Use to view or edit online demo mode parameters. (When terminal is set to online demo, transactions are sent to a live host for auth but a demo host for settlement so, phone line or IP connection required for auth.) Offline Demo - Use to view or edit offline demo mode parameters (When terminal is set to offline mode no communication connection is required as all communication is simulated). FRD so the host parameters can be viewed or edited including merchant #, bank ID, store #, terminal # etc. Processor Configuration (View/edit auto batch close setting and time.) Note: in the 8.0 app, choose Auth or Batching to view phone numbers, IP info and auto close settings. Validate Expiration Date (Yes or No) Receipt Print Configuration (View/edit receipt settings as described below) Print Primary receipt (always/never) Print Customer receipt (always, never, yes with prompt, yes when press any key, yes with pause) Capitalize Receipt (Yes will print all receipt values in uppercase) X-Out Account # on Merchant Copy (Yes will truncate card # on merchant receipt copy) Print Merchant ID (Yes will print merchant ID on all receipts) Receipt Trailer Message Print Receipt Trailer Message? (Yes or No) Line 1 (View/edit data to print on each line of receipt trailer) Line 2 Line 3 Line 4 Batch Detail Report (Yes will truncate/x-out card account numbers on detail reports) Passwords (View/edit the password for various transaction types including Void, Force, Refund, and Batch Close. Will accept up to 8 digits. Default value is typically 123. Note, if no value is entered, no password will be required to complete that transaction type.) Press the ENTER key from any password screen to remove a password. Clerk ID Prompt (enable or disable clerk # prompt) **Signature Capture Prompt (not yet used) **Employee Title (Select from 3 options: Clerk, Server or Operator. Clerk ID Prompt must also be enabled) PIN Pad Messages Idle State Pinpad Message (PIN Pad Idle prompt) PIN Entry Query Message (e.g. Enter PIN ) Amount Confirmation Query Message (e.g. Confirm $X.XX ) Pinpad User Data Entry Timeout (Time in seconds Pinpad will wait for user to enter PIN # before returning to idle) Debit Option Enable Debit Card Sales (yes/no) Enable Debit Card Refunds (yes/no) Allow Hand-Keyed Debit Card Numbers (yes/no, check with - 5 -

6 Configuration Configure Terminal Credit/Debit Card Application Continued processor for support of this option) Prompt for Cash Back (yes/no) Maximum Cash Back (Set max cash back amount in whole dollars e.g. 100 = $100. If set to 0, there will be no limit to the amount for cash back) **Merchant Fees in cents Can set up a debit sale surcharge amount here such as 75 for 75 cents. Merchant must meet criteria to support this feature. **Cash Back Fees in cents - Can set up a cahback surcharge amount here such as 75 for 75 cents. Merchant must meet criteria to support this feature. ZIP Code Prompt (For manually entered/avs transactions) Enable ZIP Code Prompt (yes/no) Allow Empty ZIP Code (yes/no allows user to bypass entry of ZIP code) Street Number Prompt (For manually entered/avs transactions Card Not Present Only) Enable Street Number Prompt (yes/no) Allow Empty Street Number (yes/no allows user to bypass entry of Street number) V Code Prompt Enable V-code Prompt (yes/no for CVV2/CVC2/CID prompting on manually entered trans) Allow Empty V-code (yes/no allows user to bypass entry of V- code) Note: If V-code is enabled and an empty V-code is entered, user will be prompted to input the reason for empty V-code (not present, illegible, bypass on purpose) Transaction Amount Ceiling Enable Transaction Amount Ceiling (yes/no) Amount for the Ceiling limit (whole dollars, up to 999,999) Action to be performed on ceiling o Prompt Merchant (Will prompt max transaction amount has been exceeded and require another amount entry) o Abort Transaction (Will simply abort the transaction Tip Prompt (Yes or No) Tip will prompt during sale but can also be adjusted via tip update. Always enable this is the merchant accepts pin debit cards. ** Tip Adjust Prompt (Yes or No) Tip Prompt above should be disabled if merchant does not want tip to prompt during sale. By enabling the Tip Adjust Prompt, the tip can only be added during a tip update. Do not use - 6 -

7 Configuration Configure Terminal Credit/Debit Card Application Continued this is merchant accepts pin debit. **Tip Guide Prompt Has options to enable the tip guide on receipts and to set 3 suggested tip percentages. Defaults are 15%, 20% and 25%. ** Excessive tip % Prompt Can set a password and % at which point if this percent is exceeded during tip adjustment, the terminal would prompt for the password. **Option for Excessive Tip Action works is conjunction with option above. Can choose a warning is tip exceeds the % and the password will prompt, or deny which would abort the transaction. **Close Batch with Open Tip (Allow, warn or deny) Default setting is to warn user that transactions without tips exist before closing the batch. **Tab Support Enable Tabs? (Yes or No) Tab Open Amount in pennies (Enter a default open tab amount) Tab Re-Auth Threshold (If tab is closed for amount higher the this % over the open amount, the terminal will call the host for an incremental authorization) **Close Batch with Open Tab Should always be no. Tabs must be closed before closing the batch. Enable Cash Receipt (Yes or No) If enabled, and option to print a cash receipt will appear in the credit card menu. **Sales Tax for Commercial Cards (yes/no) Customer Code Prompt Enable Customer Code Prompt (yes/no for Purchasing Cards) Allow Empty Customer Code (yes/no allows user to bypass entry of Customer Code on Purchasing Cards) Invoice Number Prompt Enable Invoice number prompt (yes/no for Corporate cards) Allow empty invoice number (allow user to bypass entry of invoice number) Cardholder Presence (yes/no used when industry type is set to MO/TO) Print Cardholder Name (yes/no to print cardholder name on receipt) Print Settle Detail Not applicable to current applications. Print Summary with Detail (yes/no to include a summary totals report automatically when requesting a detail report print). Print Batch Detail on Close (yes/no) Enable to get a batch detail automatically upon any batch close. Confirm Last 4 Card Digits (yes/no to require manual entry of the last 4 card number account digits after swipe) Quick Service Opion (yes/no). Enable this field to view edit other quick service related options such as receipt threshold and signature thresholds

8 **Receipt Threshold in pennies Can set a merchant and or customer receipt threshold to determine at what amount receipts will print. Default is 0 so both receipts will be set to print. If set to 1000, receipts will not print for transactions under $10. Credit Card Vendor List Visa (Allow, yes or no and can set a sig line threshold in pennies) MasterCard (Allow, yes or no and can set a sig line threshold in pennies) Amex (Allow, yes or no and can set a sig line threshold in pennies) Diners (Allow, yes or no and can set a sig line threshold in pennies) Discover (Allow, yes or no and can set a sig line threshold in pennies) JCB (Allow, yes or no and can set a sig line threshold in pennies) Loyalty (Allow, yes or no and can set a sig line threshold in pennies) Secure Payment Systems Loyalty (Allow, yes or no and can set a sig line threshold in pennies) Generic (Allow, yes or no and can set a sig line threshold in pennies) - 8 -

9 Configuration Configure Terminal Electronic Check Conversion (ACH) Profiles: Set Current Profile - Use to view or edit the current Check application processing mode and communication mode from the options listed below. View Set Current Profile options to see how the terminal is currently configured so that you can choose the correct option below to modify the store information and communication settings. Ethernet with Modem Backup - Select this to view/ edit all check parms used while in this communication mode. Modem Select this to view/ edit all check parms used while in this communication mode. Ethernet - Select this to view/ edit all check parms used while in this communication mode. Online Demo Select this to view/edit all check parms used while in online demo mode. Offline Demo - Select this to view/edit all check parms used while in offline demo mode. Store Information (View/edit Receipt Header Lines, Name, Address, Phone, etc.) ID Numbers Do not modify as these are 4Access server settings Processors Merchant ID (from 4Access) Archive Server Merchant ID (from 4Access) Store ID (from 4Access) Lane ID (from 4Access) Processor ID (from 4Access) Provider ID (from 4Access) XXX Merchant ID XXX=Check host, ECHO, SPKT, Cyclone, CrossCheck, etc. Select the appropriate host to view the host check mid s for ECC and verify only, as applicable. ID for ECC Transactions ((provided by check host) ID for Verify Only Transactions (provided by check host) Archive Server Configuration (Image upload configuration) Method o During Transaction (upload images after each transaction.) o As Batch Process (upload images at the end of the day or when manually requested) Automated (yes/no to automatically upload images) Time (auto-upload time, 24 hour military clock time) User (username for image upload) Password (user password for image upload) Primary Ethernet Configuration* o Server IP Address (IP address used for image upload) o Port (port used for image upload) o Timeout value (in seconds) Secondary Ethernet Configuration* o Server IP Address o Port o Timeout value (in seconds) Primary Dial-Up Internet Connection o Server IP Address (IP address used for dial image upload) o Port (port used for a dial image upload) o Phone Number (phone number used for dial image upload) o Timeout value (in seconds) Secondary Dial-Up Internet Connection o Server IP Address o Port o Phone Number o Timeout value (in seconds) - 9 -

10 Configuration Configure Terminal Electronic Check Conversion (ACH) Continued Profiles: Set Current Profile - Use to view or edit the current Check application processing mode and communication mode from the options listed below. View Set Current Profile options to see how the terminal is currently configured so that you can choose the correct option below to modify the store information and communication settings. Ethernet with Modem Backup - Select this to view/ edit all check parms used while in this communication mode. Modem Select this to view/ edit all check parms used while in this communication mode. Ethernet - Select this to view/ edit all check parms used while in this communication mode. Online Demo Select this to view/edit all check parms used while in online demo mode. Offline Demo - Select this to view/edit all check parms used while in offline demo mode. Processor Configuration contains and authorization and batching IP addresses, ports and phone numbers for the applicable check host. Authorization Info used to obtain check authorizations including primary and secondary Ethernet and Modem (Dial up) addresses and phone numbers. Batching Info used to close check batch including the itmes listed below: o Automated (Auto close check batch, yes/no) o Time (Auto-batch time, 24 hour, military time clock) o Close Batch at Exact Time (Yes or No) o # of Closed Batches to Keep (Default is 2) o Primary Ethernet Configuration o Server IP Address (IP Address for check batch settlement) o Port (port used for check batch settlement) o Timeout (in seconds) o Secondary Ethernet Configuration o Server IP Address o Port o Timeout (in seconds) Primary Modem Configuration o Phone Number (Phone number used for dial check batch settlement) o Timeout (in seconds) Secondary Modem Configuration o Phone Number o Timeout (in seconds) Receipt Print Configuration Print Primary Receipt (Always or never) Print Customer Receipt (Choose always, never, yes with prompt or no prompt, or yes with pause) Receipt for Verify-Only / Payroll o Primary and Duplicate o Primary Only o Accept Processor s Recommendation (print based upon value returned from the check processor) Capitalize Entire Receipt Printing (yes or no to print entire receipt in uppercase) Print Customer copy on warning (yes or no to print ACH warning on customer copy) Print on Declined Transaction (yes or no to print a receipt on any declined transaction) Print Merchant ID (yes or no to print MID on all receipts)

11 Configuration Configure Terminal Electronic Check Conversion (ACH) Continued Profiles: Set Current Profile - Use to view or edit the current Check application processing mode and communication mode from the options listed below. View Set Current Profile options to see how the terminal is currently configured so that you can choose the correct option below to modify the store information and communication settings. Ethernet with Modem Backup - Select this to view/ edit all check parms used while in this communication mode. Modem Select this to view/ edit all check parms used while in this communication mode. Ethernet - Select this to view/ edit all check parms used while in this communication mode. Online Demo Select this to view/edit all check parms used while in online demo mode. Offline Demo - Select this to view/edit all check parms used while in offline demo mode. Truncate MICR Line on Receipt (yes or no to truncate check account number on receipts Returned Check Fee (Amount of returned check fee that will be printed on the receipt in dollars and cents). Supported Transaction Options (List of available check trans types) ECC/Verify Only(Choose sub-option for ECC only, Verify only or both) Support Verify/Guarantee (Choose sub-option for Verify or Guarantee or both) Passwords (Set Password for Rerun, Override, Void, and Batch Close. Default password is 123. If no password is set, that transaction type will not require a password) **Clerk ID Prompt (yes or no for clerk ID prompt on check trans) ** Employee Title (Select Clerk, Server or Operator) Receipt Trailer Message Receipt Trailer Printing Enable (yes/no) Line 1 (View/edit data to print on each line of receipt trailer) Line 2 Line 3 Line 4 Receipt Signature Configuration (Choose Option for print signature line, phone line or prompt for signature) Display Check MICR Line (yes, no to display check MICR line on screen) Display D.L. Bar Code (yes, no to display drivers license bar code on screen) Ask for Amounts (Prompting for each check transaction) Ask for Check Amount (yes or no, default is yes) Ask for Sale Amount (yes or no, default is no) Ask for Sequence Number (yes or no) Ask for Invoice Number (yes or no) ID Requirements ID Required (yes, no or ECC only) ID Type (Drivers License, Soc. Security Card or Courtesy Card) ID Amount Threshold (Whole dollar amount over which ID is required) Allow Bypass? (Of ID, yes or no. Check with Check provider to see if supported) Ask for Phone Number (yes, no or ECC only) Ask for Date of Birth (yes/no) Accept Payroll Checks? (yes/no) Void Timeout (in seconds, determined by processor) Service Level Threshold

12 Configuration Configure Terminal Electronic Check Conversion (ACH) Continued Profiles: Set Current Profile - Use to view or edit the current Check application processing mode and communication mode from the options listed below. View Set Current Profile options to see how the terminal is currently configured so that you can choose the correct option below to modify the store information and communication settings. Ethernet with Modem Backup - Select this to view/ edit all check parms used while in this communication mode. Modem Select this to view/ edit all check parms used while in this communication mode. Ethernet - Select this to view/ edit all check parms used while in this communication mode. Online Demo Select this to view/edit all check parms used while in online demo mode. Offline Demo - Select this to view/edit all check parms used while in offline demo mode. Conversion Only Limit (whole dollars) Conversion with Verification Limit (whole dollars) Drivers License States Displayed (will display up to 3 states when DL is required input to aid in user entry) State 1 State 2 State 3 Transaction Types Menu (yes/no to display transaction types under the main check application menu) Void Printer Message (up to 17 characters that the ink jet printer will print on the front of the check for ECC transactions) Allow manual entry of MICR data (yes/no. Check with check provider to see if supported) Print Summary with Detail (yes/no to print summary report data when a detail report is printed)

13 (First choose Configuration then Configure Terminal) Global Configuration Store Information (Not used) Dial Parameters (Use to input a prefix such as a 9 or other number that may be needed for an outside line populates all applications). Controller Command Key (Do not modify) Ethernet Configuration (use to configure DHCP or Static IP address information.) DHCP Enabled? (Yes or no. If no, complete Static IP fields below) IP Address IP Netmask Gateway IP Address Primary DNS Address Secondary DNS Address **Config Server Contains terminal download parameters including communication type (dial up or Ethernet) and addresses and phone numbers used. See download instructions for additional details. These options will control settings for all applications residing in the terminal. Notes: Select Dial Parameters to add a dial prefix to all phone numbers used by the terminal (such as a 9 needed to get an outside line). Use commas to create pauses if needed after the dial prefix. To make a comma press 0 then alpha 3 times. Under Ethernet Configuration, you can change the Ethernet mode from DHCP enabled (dynamically assigned IP address) to DHCP not enabled for use with a Static IP address

14 (First choose Configuration then Configure Terminal) Updater Configuration These options are used to configure the terminal for updating/downloading applications. Settings to download from the 4Access Server via dialup and Ethernet are prepopulated. You may need to switch the Communication type setting from Ethernet to Dial-up if location does not have an IP connection. To begin an update/download, see Update Applications section. Communication Type Ethernet Dial-Up Internet Connection User (Download User ID) Password (Download password) Ethernet (To configure Ethernet download parameters) Retry Count (Number of retries for an Ethernet download connection) Seconds Between Each Retry Host (Domain name or IP address for download server configprod.4accesscommunications.com is the production 4Access download server address) Port (Port for download server is production 4Access port) Dial-Up Internet Connection (To configure dial-up download parameters) Phone Number (The phone number used for a dial-up download The 4Access dial number is ) Timeout (Number of seconds terminal will wait to connect before timing out for retry) Retry Count (Number of retries for a dial-up download connection) Seconds between Each Retry Host (Host IP address for a dial-up Internet download. 4Access server is ) Port (Port for download server is production 4Access port) Time Synchronization Not currently supported. & Remote Access Configuration

15 Configuration Set Date/Time Set Date Time Manually Sync Date/Time with Server See instructions in next box. If setting Date and Time manually, you will select a time zone, enter the date including month, day and 4 digit year (or press Enter key if already correct), then enter the time in hh:mm format (or press Enter key if already correct), and finally select 1.AM or 2.PM. the terminal will then reboot itself to let the new settings take effect. Sync Date/Time with Server is not currently used. Update Applications Select this option to begin an application update/terminal download. Note: If open batches exist, you will be prompted Warning, card and check batches must first be closed. Any open batches will be erased during an application update. To begin the update, press 1 for Yes Press 2 for No to cancel. Terminal should display Locating download information if it has successfully connected to the download server. Delete Applications Select this option to remove existing applications either because you are reprogramming a terminal for a new merchant or because you are experiencing unexplained problems with an application and wish to reload the application. Terminal will display: Delete Which Application? And will list each application currently residing in the terminal. Press the Number that corresponds with the application you wish to remove. The terminal will display Are you sure you want to delete this application, Yes or No? Select Yes to proceed. Terminal will reboot itself to update settings. Repeat this process to delete additional applications from the terminal. Advanced Configuration Select this option to view current hardware/software versions, to view the current terminal download ID, to display IP information, or to reboot the terminal (without having to unplug the power) Remote Customer Service Access (reserved for future use) Hardware and Software Overview (select to view current download ID and version for OS and each application residing in the terminal including manufacturing Notes: Select Hardware and Software Overview to view the current download terminal ID in the terminal. Select Display IP Address to view the IP address that is being assigned to the terminal, if an Ethernet connection is established

16 applications) Display IP Address (Select this option to see the IP information that is being assigned to the terminal if an Ethernet connection is established) Calibrate Check Reader (reserved for future use) Reboot (Select this to reboot the terminal and return to idle state) IP Diagnostics Used to detect DHCP status, Ethernet cable connection, router/gateway connection, and ISP (Internet Service Provider) connection. If any of these points of connection fail, terminal will print a report to indicate the likely point of failure to assist with resolution. If Ethernet connection is good and established, the terminal will proceed to attempt a connect and ping of all available IP hosts programmed into the terminal including host for downloading, card, check, and images. Notes: A connect error to a host could indicate a problem at that host. Some hosts do not allow a ping so, if you see a failure on ping, do not worry. Select this to print out Ethernet connection information including DHCP status, IP, Netmask and Gateway

17 4Access Download Instructions New Terminal out of Box Performing a download on the 4Access terminal is a simple process. Once the terminal file has been created on the 4Access terminal Configuration Server, the file is ready for downloading. Any subsequent changes to the file can also be received by the terminal via a download. The terminal is pre-loaded with the communication fields necessary to perform a download via Ethernet connection or Dial-up Internet connection. When the terminal is powered up the screen will say 1. Ethernet or 2. Dial. Simply select the appropriate communication method and then enter the Download ID and the download has begun. Starting a Full Download on a new terminal Prompt Select Communication Type 1. Ethernet 2. Dial Up Configuration Application Update, Enter Download ID Action Press 1 for Ethernet Communication or 2 for a dial up connection Key the Download ID provided by 4Access or by your processor and press. This is a Full Download and is used to load software and all merchant specific information before product deployment. Full download is also used if updating a terminal to a new or additional version of software

18 The terminal connects to the processor or 4Access (depending on the location of the configuration server) to authenticate and begin the download process. Once the download is finished, the Orion terminal will reboot automatically and return to an idle state ready to process cards and/or checks. The Terminal will display Locating Download Files and then should display a variety of updates and a download status. The terminal should not be interrupted during this process. Possible Download Errors: o Invalid Download ID The terminal download ID you have entered is invalid. Please verify the download ID and restart the download. o o o Alarm Timeout on a Download The internet connection dropped or timed out during the download. Restart the download. If the download server becomes unavailable when you are in the middle of a download, you will get an error: Write Error. Broken Pipe. If this occurs, please try restarting the download. If this error persists, please contact 4Access for assistance. Bad Host/Network is unreachable - You have configured an IP download and there is no IP connectivity. Ensure Ethernet cable is connected; press Enter to reboot the terminal. Run IP diagnostics, resolve the issue and retry the download. If trying to do a Dial-Up download, see notes above on how to switch from Ethernet to dial-up download. Notes: o o After a Full Download, the terminal will return to the pre-set setting for a future Ethernet download. If you changed the download Communication Type to Dial-Up Internet download, this setting will be retained only after a Partial Download. A dedicated analog phone line is required for Dial-Up Internet downloading. If communication fails and above steps have been followed, you can ensure the line is active and static free by plugging a telephone handset into the extra line port on the back of the terminal and restarting the download. If you do not hear a dial tone, the line is not properly connected. If you hear static on the line, the terminal will not be able to communicate on this connection. Please try another line. Typical Download Time: Partial Dial-Up Download = About 2 minutes Partial Ethernet Download = About 2 minutes Full Dial-Up Download = About 40 minutes Full Ethernet Download = About 6 minutes

19 Download Instructions Updating Applications Performing a download to load or update applications on the 4Access terminal, or to make merchant specific changes, is a simple process. Once the terminal file has been created on the 4Access terminal Configuration Server, the file is ready for downloading. Any subsequent changes to the file can also be received by the terminal via a download. The terminal is pre-loaded with the communication fields necessary to perform a download via Ethernet connection or Dial-up Internet connection. Terminals that are downloaded with an application prior to the 8.0 release will default to an Ethernet connection mode so, if Dial-Up communication is to be used, you will first need to configure the terminal for a Dial-Up download via the Updater Configuration menu. See instructions below: Configuring a Terminal for a Dial-Up Internet Download (Or switching back to Ethernet) From the Idle screen: o Press 0 then enter the Processor password 2345 o Choose Configuration o Choose Configure Terminal o Choose Updater Configuration o Choose Communication Type (current value may be Ethernet) o Select option for Dial-Up Internet Connection (or select Ethernet to switch back to Ethernet) o Save this change by pressing the Clear key and choose Yes to save changes o You will be promoted to restart the terminal, choose Yes o The terminal will reboot and then proceed to the download instructions below NOTE: Any terminal that has been downloaded to the 8.0 application version or higher will prompt you to select the download communication method just before entering the download ID, so the step listed above to switch to dial up will no longer be required. Verifying the Communication Parameters used for Downloading You should never have to change the communication parameters such as Host Address, port and phone number for downloading as those parameters are stored in the terminal but should you need to verify them, they are as follows: From the Idle screen: o Press 0 then enter the Processor password 2345 o o o Choose Configuration Choose Configure Choose Updater Configuration o The first option Communication Type can be set to either Ethernet or Dial-Up Internet connection as described above

20 o If you select the option for Ethernet, you can view the Ethernet parameters used for downloading: Retry count = 10 Seconds between retries = 1 Host = config-prod.4accesscommunications.com (or will work also) Port = o If you select the option for Dial-Up Internet Connection, you can view the Dial-Up parameters used for downloading: Phone Number = Timeout = 120 Retry = 10 Seconds between retries = 1 Host = Port = Starting a Full or Partial Download To update the software and all merchant specific information, follow these steps: Prompt Action Press. Terminal Idle Screen Key-In Password and Press Enter Key the manager password (1234) or Processor password (2345) and press. Select Utility Configuration WARNING: Check and Card Batches must be Closed and Check Images must be uploaded before downloading software. Have you Closed Batches and Uploaded Images? *Select Communication Type 1. Ethernet 2. Dial Up Select Configuration. Select Update Applications. Select Yes to verify that all batches have been closed and check images have been uploaded. Otherwise, cancel the Update until the batches have been closed. Any open batches will be lost during a download. *This will prompt on any terminal that contains the 8.0 app version or higher. Select 1 for an Ethernet connection or 2 for a Dial up connection

21 Configuration Application Update, Enter Download ID Key the Download ID provided by 4Access or by your processor and press. The terminal connects to the processor or 4Access (depending on the location of the configuration server) to authenticate and begin the download process. Once the download is finished, the 4Access terminal will reboot automatically and return to an idle state ready to process cards and/or checks. This is a Full Download and is used to load software and all merchant specific information before product deployment. Full download is also used if updating a terminal to a new or additional version of software. Partial Downloading: You can enter the download ID followed by the number 1 to perform a partial download. Partial downloads will only pick up merchant specific changes and will not load software. The Terminal will display Locating Download Files and then should display a variety of updates and a download status. The terminal should not be interrupted during this process. Possible Download Errors: o Invalid Download ID - If the terminal displays Locating Download Files but then does not display a download status and instead reboots, or displays an error of invalid download ID, the terminal download ID that has been entered is invalid. Please verify the download ID and restart the download. o o o Alarm Timeout on a Download The internet connection dropped or timed out during the download. Restart the download. If the download server becomes unavailable when you are in the middle of a download, you will get an error: Write Error. Broken Pipe. If this occurs, please try restarting the download. If this error persists, please contact 4Access for assistance. Bad Host/Network is unreachable - You have configured an IP download and there is no IP connectivity. Ensure Ethernet cable is connected; press Enter to reboot the terminal. Run IP diagnostics, resolve the issue and retry the download. If trying to do a Dial-Up download, see notes above on how to switch from Ethernet to dial-up download. Notes: o o o After a Full Download, the terminal will return to the pre-set setting for a future Ethernet download. If you changed the download Communication Type to Dial-Up Internet download, this setting will be retained only after a Partial Download. A dedicated analog phone line is required for Dial-Up Internet downloading. If communication fails and above steps have been followed, you can ensure the line is active and static free by plugging a telephone handset into the extra line port on the back of the terminal and restarting the download. If you do not hear a dial tone, the line is not properly connected. If you hear static on the line, the terminal will not be able to communicate on this connection. Please try another line. If downloading a multi merchant terminal, one download to the main merchant ID will load all merchant files. Partial downloads can be performed to make changes for any

22 individual merchant by using their individual partial download ID s. To add a new merchant to an existing multi merchant terminal, or to remove an existing merchant, please perform a full download to the main merchant s full download ID. The full load will only take about 7 minutes via dial up since the applications are already downloaded. Typical Download Time: Partial Dial-Up Download = About 2 minutes Full Dial-Up Download = About 40 minutes Partial Ethernet Download = About 2 minutes Full Ethernet Download = About 6 minutes Note: Subsequent Full Dial-Up Downloads after initial install will only take about 7 minutes unless loading a new application

23 4Access Troubleshooting and Support Guide Basic Functionality Passwords Default merchant password for transactions is often customized by processor or merchant Default menu configuration password for merchant is 1234 can be customized Default menu configuration password for Processor is 2345 can be customized Rebooting/Restarting the terminal If the terminal ever becomes unresponsive or stays on a Please Wait screen for longer than 1 minute, you may reboot the terminal by simply unplugging the power cord for 20 seconds, then plug it back in. To reboot the terminal without unplugging, press 0, password 1234, choose Configuration, Advanced Configuration, Reboot. The terminal will take about 40 seconds to boot back up. The paper will advance slightly during this process as the unit runs through a self-test. If the terminal continues to be unresponsive, and is the newest model with square RJ45 comm ports, you can follow the Factory Restore procedures to reset the terminal memory but a full download will then be required. Rebooting/Restarting the Terminal after parameter changes are made When parameter changes are made manually through the terminal menu, the terminal will prompt the user to save changes, then it will prompt to restart to apply the changes. Restart takes less than 1 minute. Display Settings Press * and Enter at the same time to increase backlight Press * and Alpha at the same time to decrease backlight Press * and Clear at the same time to increase contrast Press * and Back at the same time to decrease contrast Screen Saver The 4Access terminal has a screen saver that will appear after 2 minutes of inactivity. In the future, the screen saver graphic will be configurable

24 Touch Screen User can select option on the touch screen or by using the numeric keypad. For Card Reader problems Card reader is track 3 so can read all cards with track 1, 2 and 3 data including Drivers License with magnetic stripe. If having problem with one card, the mag stripe on the card could be damaged so try key entering it. If problems reading multiple cards occur, power cycle the terminal and try again. Try swiping cards at a slower speed. Try also swiping from bottom to top. Try a card reader cleaner if terminal has been at location for a while and may need cleaning. Transaction numbering Transaction numbers are sequential, even in multi-merchant environment. So, merchant 1 does the first transaction and it is transaction #1. Merchant 4 then does a transaction and his is number 2. Merchant 1 then does another transaction and it is transaction #3. Transaction numbers are assigned to all transactions even if they fail or are cancelled. Transaction numbers do not start over with each new batch. Connecting a PIN pad The 4Access terminal does not have an internal PIN pad. To support PIN debit transactions, an external PIN pad is required. The Verifone PIN Pad 1000 SE and Hypercom PV1310 are both certified for use with 4Access. The PIN pad must be connected before the terminal is powered up or an error message of Transaction Aborted or PIN Pad not detected will result. Power Cycle the terminal if this occurs. PIN Pad Cables For 4Access with old round style com 2 port: Verifone PP1000SE cable p/n# Hypercom PV1310 cable p/n# For 4Access with new square RJ45 style com 2 port: VeriFone PP1000SE cable p/n # Hypercom PV1310 cable p/n # Connecting a Contactless Reader A Vivotech 3000, 4000 or 4500M contactless reader can be connected to the com 1 port of the 4Access terminal. The device must be connected while the terminal is powered off or an error message of Unexpected Error may result. Power Cycle the terminal if this occurs

25 Application Updates/Downloading Download ID Used for Application Updates To check the download ID that is currently in the terminal, Press 0 (from the main menu), choose Configuration, Advanced Configuration, Hardware & Software overview. The download ID will appear at the top of the screen. The terminal download ID is associated with the overall terminal and all applications and merchant accounts assigned to it. Parameter Download ID The parameter download ID (viewable on the config server by selecting Setup, Store, Profiled Terminals, List or Edit), controls only the parameters/field values for that particular merchant & their apps. Use this tid to download minor file changes/parameter changes into the terminal without having to re-load the Operating System which would occur on a full download. The parameter download takes about 2 minutes over phone line or Ethernet connection. Download Failures If you enter the download ID incorrectly, the terminal will display Invalid Download ID. If this occurs, please verify the download ID and restart the download. If the download server becomes unavailable when you are in the middle of a download, you will get an error: Write Error. Broken Pipe. If this occurs, please try re-starting the download. If this error persists, please contact 4Access for assistance. If open batches and/or check images exist on the terminal when a download is being initiated, a warning message will display: Have you Closed Batches and Uploaded Images? Selecting yes will allow the download to proceed. However, all batches and images will be deleted. Please advise merchants to manually close all batches and upload check images before downloading. Note: Initiating a download is the only way to delete batches without settling them if using pre-8.0 applications. Downloads/Reprograms and Deleting Existing Applications If you are testing terminals frequently or reprogramming a terminal to send to another merchant, It is recommended to delete the existing applications and start with a fresh terminal memory. To delete the existing applications, press 0 from idle screen, then enter the password 2345, choose Configuration, then choose Delete Applications. Terminal will prompt you

26 to choose which applications to delete, then ask if you are sure you want to delete it. Terminal will then prompt Application successfully deleted and then reboot itself. You can now proceed with deleting the next application by following the same steps above. All of the existing Card, Check and Gift Card applications should be deleted. Do not delete the IP Diagnostics application as it will likely be used by the new merchant. Application versions and updates If you need to verify the version of an application running on the terminal, go into the terminal menu and choose Configuration, Advanced Configuration, Hardware & Software overview. You should look for and verify the Operating System, Card and Check application versions. To update a terminal to the latest version, you need to go to the Config Server and select Setup, Terminal, Edit and then choose the terminal you wish to update. Then select the version of the O/S, and Applications you wish to update. It is important that the O/S and the application version numbers are the same version. Any new parameters available in the new version of the application will be shown in a pop up window. Enter the values you desire for that particular terminal. You can then download the terminal and it will be updated with the new applications and parameters. Switching from IP to Dial Download: Terminals download with the 8.0 app and higher will prompt user to select download comm. method before any download: 1. Ethernet or 2. Dial. Terminals downloaded with pre 8.0 applications will have a default setting of Ethernet for downloads. If the merchant or location performing the download does not have Ethernet connectivity, you can configure the terminal for a dial-up download. Go into the terminal Menu (press 0 then password 2345) choose Config, Configure Terminal, Updater Config, choose Communication Type and change from Ethernet to dialup. Save the change by pressing Clear and yes to save changes, and terminal will reboot, then restart the download. If you need to verify the dial-up internet parameters they are: The phone number should be

27 The Host should be (domain name should work here but doesn t always) The port should be The timeout should be 120 The retry should be 10 The sec between retry should be 1 Changing Parameters manually in the Terminal Changing/Incrementing the Credit Card Batch Number To change the batch number in a credit card batch: Choose Credit Card From the Credit Card Menu, press 0 Enter Password = 1234 Select Renumber Existing Batch Current Batch number will display. Enter a new batch number and press Enter Terminal should display Batch Renumbered Successfully Press Clear to return to the Credit Card Menu Note: There must be an existing batch in order to renumber it. Deleting a Card Batch Manually To permanently remove a card batch from the terminal without settling it: Select Credit Card from the main menu Press the 0 Key Enter secret menu password 1234 and press Enter Select Remove Batch A list of any open card batches will be displayed, select the batch you wish to delete. A message asking are you sure you want to delete this batch? will display, select 1. Yes. A slip will print to indicate the batch has been deleted from the terminal. Press the Clear key to return to the main menu. To make changes to the Card Host Parameters Manually From Idle screen, press 0, then enter the password, 2345, then choose Configuration, Configure Terminal, Credit Card Application, Select the profile based on comm. method

28 (live if pre-8.0), Chose the host (Globalpay, Vital, Paymentech, First Data etc). You may now access all the host parameters and settings and view or edit them. This includes the communication parms such as primary comm. type. Clear to exit then save your changes and the terminal will reboot. To make changes to the Merchant Processing Options Manually From Idle screen, press 0, then enter the password, 2345, choose Configuration, Configure Terminal, Credit Card Application, Choose Live, then choose the option you wish to edit such as: Choose Receipt Trailer Message to change/customize the receipt footer lines. Choose Receipt Print Configuration to change the status of truncating (Xing out) account numbers on the merchant copy of the receipt. Choose Batch Detail Report to change the status of truncating (X-ing out) the account numbers on the detail report. Choose Tip Prompt, Clerk Prompt, Invoice Prompt or other to enable or disable those features. Dial Prefix Prefixes for dial access can be input via the configuration server (Go to Set Up, then Terminal and select the terminal ID in question from the drop down list. Enter a prefix into the dial prefix field and choose Update. The terminal will require a full download to pick up this change). If a terminal is deployed without a prefix and is determined to need one, you can also add it manually in the terminal. Press 0 from the main menu, choose Configuration, Configure Terminal, Global Configuration, Dial Parameters, and then manually input the correct dial prefix. Don t forget to also update the Terminal record on the configuration server. The dial prefix will apply to all applications resident in the terminal. To remove an access code prefix from the terminal, follow the same steps but press ENTER when the prefix is display on the screen. Then press Clear and save your changes. Static IP DNS, Gateway, etc. can be input via the configuration server. If a terminal is deployed configured as DHCP and then is found to need Static IP configuration, Press 0 from the main menu, Configuration, Configure Terminal, Global configuration, Ethernet Configuration and then manually input the correct entries. Don t forget to also update the Terminal record on the configuration server. The static IP will apply to all applications that reside in the terminal

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