Troubleshooting Terminal displays “Send Error” or “Connect Error” • Causes • Terminal is not connecting to the network. • System is experiencing an outage.
• Remedial Action
1. Verify that the terminal is properly connected to the network. Check the Ethernet connections on both the terminal and the router. 2. Replace the Ethernet cable. 3. Check the IP information in the terminal and confirm that there is a connection. 4. Contact your internet provider for any network-related questions (i.e. Static IP addresses, firewalls, etc.) 5. If these steps do not correct the problem, email the Technical Support Team at indyoperations@incomm.com.
Terminal displays “Error Zero Length” • Cause: System is experiencing an outage. • Remedial Action: Email indyoperations@incomm.com. You will be contacted by the Technical Support Team. Terminal displays “Invalid Card Number” • Cause: The customer’s OTC card is invalid or their health plan is not supported. • Remedial Action: Ask the customer to call the customer service number on the back of the card and follow the instructions provided. Terminal displays “Error 1” • Cause: The Merchant ID or Terminal ID is incorrect. • Remedial Action: Email indyoperations@incomm.com. You will be contacted by the Technical Support Team. Terminal does not react to a card swipe • Cause: Terminal is not on the right screen. • Remedial Action
• Press the asterisk “*” key twice to return to the main screen, or restart the terminal by unplugging the power cord and plugging it back in. • Press F3 “OTC.”
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