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Troubleshooting Canadian Debit PIN Pads

Please Retry

Applies To: System Five(TM) version and earlier.

Symptom: A Debit Pin Pad is correctly setup in the Setup Wizard with the correct Merchant information, COM Port value and Pin Pad ID number but the system still fails to process Debit card transactions with Please Retry error message.

If you get the Retry message, normally you can attempt a retry. This should re-sequence the encryption keys and the retry attempt should succeed. If the retry does not work, then check the problems below. :!:Use a different debit card. See below.


1. The sequence has been reset.
2. The user logged onto the PC must have permission to read and write to Windows(TM) registry.
3. The user is on Terminal Services.


2. Update the user account permissions to allow read and write to the Windows(TM) registry.


1. Attempt a Key-Change.
2. Update System Five(TM) to version or greater and enter the Setup Wizard > Credit/Debit Card Verification > Mercury Payment Systems. Click the [Credit / Debit Cards] button located along the top of the Mercury Payment Systems screen. Near the bottom of the screen you will see a check box labeled [Store PIN Sequence in Registry]. Remove the check from this check box and the system will display a message warning you that: 'Changing the PIN Sequence storage option may require that all Pin Pads be re-synchronized'. The first time this option is changes, the system reads the contents of the registry and populates the alternate storage location, therefore the Pin Pads will not require re-synchronization. This warning applies if the user changes back and forth between the two storage methods.

Other Information

New installations of System Five(TM) version and greater default to the alternate storage method, therefore this issue will not be a problem unless the user checks this option.

System Five, the pin-pad and your debit processor all store a sequence number used for encryption. If all three do not agree, they you get an encryption failure. When you process a debit transaction, the processor will return the next sequence number, so the next transaction should succeed.

:!:Caution - attempting to process the same debit card more than three times in a row with a sequence error or incorrect pin number may cause the issuing bank to disable the card. You will have to visit your bank to get the card re-activated. If your card has not been locked out, and you do not have another card available, visit a bank machine or other merchant to reset the bad pin attempt counter.

The MerchantId Supplied does NOT match the PinPad SerialNo

  1. For Mercury or Global the pinpad ID in the setup wizard does not match the merchant account number setup with Mercury and Global.
  2. For Paymentech or Moneris, you may not be running the correct / latest version of dsiclientx.ocx

The NAK Error or No Reponse From PIN pad

  1. The COM port is not working, or there is another device attempting to use the same COM port. Check Windward POS device Manager for conflicts.
  2. You need an updated version of dsiclientx.ocx for this model of PINPAD. To determine which version you are currently running, select HELP, About in System Five and look for dsiClientX. The most recent version is 3.84
  3. Cable may be faulty.

RAM OS Missing

  1. PIN Pad is damaged or has been tampered with. It may qualify for a NC replacement from Global Payments.

Troubleshooting US PIN pads


If when processing a debit card you get the message “NO KEY” on the PIN Pad device. This means the PIN pad is not encrypted. The PIN Pad must be encrypted by your retailer for your network processor. When purchasing a PIN Pad, please select a retailer who is capable of encrypting the PIN Pad before shipping.
If this PIN Pad was working before, it means that the key has been lost probably due to opening of the case.


“Usual causes”

  • Serial (COM) Port is in use by another device. Check the POS device manager to ensure that no other devices are selected for this serial (COM)port. Check your printers to ensure that no printer is connected to the Serial Port. Diagnosing Serial Port issues are difficult and often require an on-site technician.
  • Check the Windows™ Device Manager to ensure that the Serial Port exists. Right-click on my computer, Properties, Hardware tab, Device Manager, Ports (COM & LPT).
  • You are trying to operate over terminal services. Ensure that the Serial Ports are re-directed properly. The verifone 1000SE and verifone Everest will not work on terminal services or any other remote access method.
  • Windward does not recommend the use of USB/Serial interfaces. They do not work for all PINPads. Installation of a COM port is your best option (and usually cheapest) if you do not have an available serial port.
pos_devices_-_pin_pads.txt · Last modified: 2009/05/14 13:48 (13 years ago) by craig