Error codes and messages: what they mean and what to do (Desk 5000 / Move 5000)

Error Code: Amount Exceeds Limit
Issue: Amount exceed limit paramater on terminal
Solution: Reduce sale/cashback amount 

 

Error Code: Application Blocked, press enter  
Issue: EMV transactions blocked on the card
Solution: Press ok and swipe card instead 

 

Error Code: Batch Empty 
Issue: Trying to settle batch with no transactions on the terminal 
Solution: Repeat the settlement once there are transactions in the batch 

 

Error Code: Batch Full, Settle Batch 
Issue: Trying to do a transaction when batch is full
Solution: Perform a settlement 

 

Error Code: Batch open, parameters not updated
Issue: Trying to do a terminal download but batch has not been settled 
Solution: Settle the batch 

 

Error Code: Can’t read chip
Issue: Terminal can’t communicate with card’s chip after transaction has been approved
Solution: Remove card and verify that the transaction has been approved on the receipt

 

Error Code: Card blocked
Issue: Card blocked from too many failed PIN attempts
Solution: Ask for another payment method 

 

Error Code: Card not supported (or Debit not supported)
Issue: A card type that is not enabled on your account is being attempted
Solution: Ask for alternate payment method and reach out to our support team if you would like to enable the card type on the account 

 

Error Code: Card read error
Issue: Terminal could not read card info
Solution: Swipe again, use a different card or enter card manually 

 

Error Code: Communication error
Issue: Error displayed if press cancel during download 
Solution: Restart download 

 

Error Code: Configure Error
Issue: Remote download could not detect server
Solution: Ensure Ethernet cable is plugged in

 

Error Code: Contactless Trans Limit Exceeded 
Issue: Transaction exceeded tap limit
Solution: Insert or swipe the card

 

Error Code: Declined
Issue: Transaction rejected – either by terminal or due to bank decline.  
Solution: Ask for alternate payment method.  Do not attempt the same card more than 2x for same amount within 24 hours. 

 

Error Code: Duplicate transaction 
Issue:  Transaction with same amount on same card already in batch
Solution: Select accept to continue or cancel to stop the transaction 

 

Error Code: EMV key update comm error 
Issue: Terminal has not received response while performing EMV key download
Solution: Retry download 

 

Error Code: Exceeds amount authorized
Issue: If pre auth completion amount exceeds original pre auth amount 
Solution: Enter amount equal or less than original pre auth amount 

 

Error Code: Failure on all comm modes
Issue: Terminal cannot connect to host
Solution:  Check internet and connection setting (see connection troubleshooting) 

 

Error Code: No Match orig transaction 
Issue:  When doing void and card swiped does not match original card used
Solution: Swipe correct card 

 

Error Code: Out of balance 
Issue: A transaction is missing somewhere and the settlement does not match total currently in batch on the terminal (i.e dropped signal might send auth request to server then drop before goes back to terminal. While gets approval it does not go back to terminal when sent back from host and end up with two authorizations)
Solution: Display or print detail report to compare totals against each other. Contact support to resolve out of balance issue in order to settle. 

Error Code: Seq Error (sequence error) 
Issue: This sometimes occurs after you run your first transaction after host settle and purgin the batch.  
Solution: Hit cancel and re run the transaction 

 

Error Code: Parameter data update failed
Issue: Parameter download did not go through 
Solution:  Retry the download 

 

Error Code: Password locked out 
Issue: Too many failed login attempts 
Solution:  User will be locked out for time set out in PWLock paramater, wait that time or try to perform terminal download and login again 

 

Error Code: Settlement unsuccessful
Issue: Terminal tries to close batch unsuccessfully 
Solution: Review any errors on terminal or receipt 

 

Error Code: Timeout
Issue: Transaction has timed out 
Solution:  Restart the transaction 

 

Error Code: Transaction failed
Issue: Connection to host failed or no host response received 
Solution: Confirm internet connection and try again 

 

Error Code:  Error 82 
Issue:  Incorrect PIN
Solution:  Do not honor, if get this more than 2x ask for an alternate card.  

Error Code: Exceeded refund limit  when trying to issue refund on a pin debit card.  
Issue:  By default pin debit refunds are set to $0.01 for security.  
Solution: Reach out to Cartis Support or submit request for pin debit refund limit increase