Applies To: System Five(TM) version 184.108.40.206 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 220.127.116.11 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.
New installations of System Five(TM) version 18.104.22.168 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.
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.