VeriFone Terminal Issue

VeriFone terminals are currently experiencing technical issues. Devices are getting caught in a reboot loop and are unable to process. To correct the issue, download the PDF(s) and view the videos provided for your region.

United States
Canada - English
Canada - Français
Mexico
Caribbean

United States: Updating the VeriFone VX520 and VX680 Configuration

June 6, 2019

VeriFone devices are getting caught in a reboot loop and are unable to process. Please do both steps.

Step 1: Determine Your Commserver Version (PDF)

You will need to know if your Commserver version is affected and what to do next.

  • If your Commserver version shows version 541, you can do a parameter update to correct the issue. If your Commserver version is any other value than 541, you will require a new file to be created to correct the issue.
  • The *DHEAP instructions will assist any merchant caught in a reboot loop. But the parameter update will only assist if you have the correct version of Commserver.
    • If your device is in a reboot loop, you will need to do the *DHEAP steps first in order to verify your Commserver version.

Step 2: Stop Terminal Reboot

The process below stops “reboot loop,” but will not fix root cause of issue. In addition, you will need to perform step 3 to correct the root cause.

VX520 Instructions - English (PDF)

VX520 *DHEAP Instructions - English (Video)

VX680 Instructions - English (PDF)

VX680 *DHEAP Instructions - English (Video)

Step 3: Update Terminal Information

VX520 Partial Download IP Instructions - English (PDF)

VX520 Partial Download Dial Instructions - English (PDF)

VX680 Partial Download IP Instructions - English (PDF)

For ISOs (Independent Sales Offices) (PDF)

For further assistance, call the US HelpDesk at 1-800-228-0210.

Please note that due to higher than expected call volumes,
you may experience long hold times before you can speak to an agent.


Canada: Updating the VeriFone VX820 and VX680 Configuration

May 29, 2019

VeriFone devices are getting caught in a reboot loop and are unable to process.
To correct the issue, download the PDF(s) and view the video provided below.

VX680 and VX820 Instructions - English (PDF)

VX820 Partial Download Dial Instructions - English (PDF)

VX680 Configuration - English (Video) The VX820 procedures are the same as the VX680.

For further assistance, call the Canada HelpDesk at 1-888-263-1938.

Please note that due to higher than expected call volumes,
you may experience long hold times before you can speak to an agent.


Canada: Mise à jour de la configuration de VeriFone VX820 et VX680

le 29 mai 2019

Actuellement, les terminaux VeriFone VX820 et VX680 sont bloqués dans une boucle de démarrage après avoir été redémarrés.

Pour corriger le problème, suivez les étapes décrites ci-dessous.

Instructions VX680 et VX820 - Français (PDF)

Configuration VX680 - Français (Vidéo)

Pour obtenir une assistance supplémentaire,
appelez notre service d'assistance canadien au 1-888-263-1938.

*Nous connaissons des volumes d'appels très élevés et
des temps d'attente plus longs que la moyenne pour parler à un agent.


Mexico: Actualización de la configuración de VeriFone VX520 y VX675

May 29, 2019

Los dispositivos VeriFone se quedan atrapados en un bucle de reinicio y no pueden procesarse.

Para corregir el problema, descargue los archivos PDF y vea los videos a continuación para obtener instrucciones detalladas.

En relación a la falla que afectó a ciertos modelos de terminales, Verifone ha puesto a disposición una actualización de su software con una solución a este inconveniente. Si eres cliente ScotiaPOS y tu terminal no está funcionando, es necesario repetir el trabajo correctivo en los terminales, que requiere de intervención manual, aún cuando ésta se encuentre operando normalmente. Aquí encontrarás las instrucciones que solucionan el motivo de falla original. Si ya seguiste los pasos del tutorial previo, es igualmente indispensable que realices el nuevo procedimiento para actualizar tu equipo definitivamente antes del 20 de junio 2019.

Agradecemos tu apoyo con la ejecución de estos pasos, ya que la recuperación debe realizarse terminal por terminal.

Estamos comprometidos con reestablecer el servicio para tu comercio de manera efectiva y lamentamos los inconvenientes ocasionados.

Pasos para recuperación de terminal Verifone VX520 (PDF)

Pasos para recuperación de terminal Verifone VX520 (Vídeo)

Pasos para recuperación de terminal Verifone VX675 (PDF)

Pasos para recuperación de terminal Verifone VX675 (Vídeo)

 


Caribbean: Updating the VeriFone VX520, VX680, and VX820 Configuration

June 3, 2019

VeriFone devices are getting caught in a reboot loop and are unable to process. Please do both steps.

Step 1: Stop Terminal Reboot

The process below stops “reboot loop,” but will not fix root cause of issue. In addition, you will need to perform step 2 to correct the root cause.

VX520 *DHEAP Parameter Instructions - English (PDF)

VX520 *DHEAP Parameter Instructions - English (Video)

VX680/820 *DHEAP Parameter Instructions - English (PDF)

VX680/820 *DHEAP Parameter Instructions - English (Video)

Step 2: Update Terminal Information

This process will update terminal certificates which will fix the root cause. This step alone will not stop the reboot issue; you must perform Step 1 before this step.

VX520 Partial Download IP Instructions - English (PDF)

VX520 Partial Download IP Instructions - English (Video)

VX520 Partial Download Dial Instructions - English (PDF)

VX520 Partial Download Dial Instructions - English (Video)

VX680 Partial Download IP Instructions - English (PDF)

VX680 Partial Download IP Instructions - English (Video)

VX820 Partial Download IP Instructions - English (PDF)

VX820 Partial Download IP Instructions - English (Video)

VX820 Partial Download Dial Instructions - English (PDF)

VX820 Partial Download Dial Instructions - English (Video)

Verification

Follow this process to confirm the correct installation of the Partial Download.

VX520, VX680 & VX820 Verify Partial Download - English (PDF)

For further assistance, please call or stop by your local merchant processing bank.