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Troubleshooting a Verifone P400 PIN Pad (UK and Ireland)

Dave Carr
Dave Carr
  • Updated

This article will guide you through troubleshooting issues you may encounter while using a Verifone P400 PIN Pad (also known as card machines, Chip & PIN, Contactless, PDQ machines and PEDs/peds). 

Before reading this article, make sure you’re familiar with:

Before you begin troubleshooting, check the following

  1. Is the P400 USB cable connected to your PC and mains?
  2. Is the Box Office App installed and registered?
  3. Has the P400 been added to the Box Office App?

To begin troubleshooting, jump to the section relevant to your issue.

 

Troubleshooting installation and setup

You may encounter issues when installing a P400 or configuring the Guardian software for the first time. Jump to the following sections for troubleshooting guidance:

 

My P400 hasn’t installed correctly

If you experience any issues during installation, first check that the P400 is detected in Windows Device Manager.

Follow these steps:

  1. Click the Windows/Start button in your taskbar, type Device, then click Device Manager.
  2. Scroll down to Ports (COM & LPT)

  3. If you see USB Serial Device (COM9), this indicates that the P400 drivers haven’t been installed:


    Read Setting up a Verifone P400 PIN Pad for a step by step guide on installing the drivers.

If you see Mx Family POS Terminal or Verifone V,P Family USB UART device (COM9) with a yellow exclamation mark, this indicates that the drivers haven’t installed correctly or have been corrupted:
 

 

Follow these steps:

  1. Right click on Mx Family POS Terminal or Verifone V,P Family USB UART device (COM9) and select Uninstall Device.
  2. Reinstall the drivers by following the steps in Setting up a Verifone P400 PIN Pad

TIP: Occasionally the P400 drivers may not be compatible with your PC. In this case, install the drivers using the AlternativeVerifoneDrivers in C:\sagepay\guardian\AlternativeVerifoneDrivers.

 

Uninstalling P400 PIN Pad Drivers

You’ll will need one of the following to uninstall the P400 PIN Pad Drivers:

  • Administrator permissions on your PC; or
  • A member of your IT team available to enter the administrator password or complete the uninstall

TIP: When uninstalling the P400 drivers, you may see a Windows User Account Control screen pop up asking “Do you want to allow this app to make changes to your device? ”Click Yes to proceed.

Follow these steps to uninstall the drivers:

  1. Open Device Manager by clicking the Windows/Start button in your taskbar. Type Device, then click Device Manager.
  2. Under the Ports section, you should see the P400 listed against COM9, as an Mx Family POS Terminal.
  3. Right click on Mx Family POS Terminal and select Uninstall Device.

If you can’t see Mx Family POS Terminal or any devices listed against COM9 under Ports (COM & LPT) in Device Manager, follow these steps:

  1. Locate the Tools folder found at:

    C:\sagepay\guardian\VerfioneDrivers\VerifoneUnifiedDriverInstaller-5.0.4.0-B7\VerifoneUnifiedDriverInstaller-5.0.4.0-B7\64\Tools
     
  2. Double click the file VerifoneUSBDriverUninstall
     
  3. Wait for uninstall to complete and then reinstall the P400 drivers using either Verifone Drivers or AlternateVerifoneDrivers.

    Follow the steps in Setting up and Installing a Verifone P400 PIN Pad (UK and Ireland)

 

Guardian Configuration software is blank upon opening

If the Guardian Configuration software is blank when opening, this usually indicates that the software hasn’t been extracted to the correct location. Downloading and extract the PIN Pad Drivers and Software, copy the sagepay folder to the root of your PC’s C: Drive. The file path should be C:\sagepay.

 

Errors when running a TMS call

When running a TMS call, you may see a Windows Script Host pop up with the error “The operation was canceled by the user”:

To resolve this error:

  1. Make sure you have installed .NET 4.81. If you’re unsure which version you’re using, speak to your IT team.
  2. Check that you’re running the latest version of the Box Office App (2.5.18). If not, read Box Office App Updates for further information.

  3. Check which version of the Guardian software you’re using. The latest version is 14.01.105.822. Click the box below for a step by step guide on how to check.

    • Follow these steps to check the Guardian software:

      1. On your PC, browse to C:\sagepay\guardian\bin and right click on Integral.WinApp.GuardianConfiguration.exe.
      2. From the menu, click Properties.
      3. Click on the Details tab and look for the File version:
      • If the file version ends in .822, you’re on the latest version of Guardian software.

      • If the file version ends in a version prior to .822, download and install the latest version.

        TIP: When installing a later version of Guardian software, you’ll see a Replace or Skip Files pop up. Select Replace the files in the destination. Any previous settings will be lost; you’ll need to configure the Guardian software again.

  • If you’ve updated the Guardian software or are already on the latest version, you’ll need to unblock the files needed to run TMS calls successfully.

    TIP: Before you can unblock the files, make sure the permissions have been set correctly against the sagepay folder on your PC.

    On your PC, browse to C:\sagepay\guardian\Tms\bin and look for the following files:

    • Integral.Utilities.ZontalkCopyFiles.exe
    • Integral.Utilities.ZontalkUtility.exe

    To unblock the files, follow these steps:

    1. Right click on Integral.Utilities.ZontalkCopyFiles.exe and select Properties

    2. In the General tab under Security, uncheck Unblock and click Apply > Ok:


    3. Repeat steps 1 and 2 to unblock Integral.Utilities.ZontalkUtility.exe

    If the Unblock checkbox is not visible, this means the files are not blocked. Now run a TMS call.

    TIP: TMS calls should be run as a scheduled task in Windows. To set this up read Setting up automatic TMS calls as a scheduled task.

  • Checking if a TMS call has run successfully

    To check the status of a TMS call, open the P2_Zontalk.log file in C:\sagepay\guardian\Tms\bin.

    Scroll to the bottom of the log file and look for the message “socket destroyed” and “connection closed”:


    You can ignore any “NO DOWNLOAD CONFIGURED” messages. Running a TMS call will still apply any changes made in the Guardian software to the P400.

    If you see an error “Connection Attempt (x) failed” after several attempts:

    connectionattempt.png

    This indicates your firewall is blocking the TMS call. Ask your IT team to set exceptions on the firewall.

 

Using Error Logs for troubleshooting

If you experience any issues using your P400, there are two error logs you’ll need to view:

  • P2_Zontalk.log: Record of TMS calls, installations and updates
  • GuardianServer.log: Record of all transactions taken from the P400 connected to your PC

To view error logs, go to C:\sagepay\guardian\logfiles. Scroll to the bottom of the log file to view the latest log.

 

Errors when taking a payment

Read this section to troubleshoot the most common errors when taking a payment. You will need to open the GuardianServer.log from C:\sagepay\guardian\logfiles.

REMINDER: You will need to open the GuardianServer.log from C:\sagepay\guardian\logfiles.

 

Chip and PIN transactions aren’t displayed in MyOpayo

Transactions are visible in MyOpayo 24 hours after authorisation. If not, security permissions for the sagepay folder are likely set incorrectly. All users must be able to read from and write to the folder.

To learn how to set permissions follow Setting Permissions.

 

My P400 displays a ***TAMPER*** message

If you see a ***TAMPER*** message, the device has been dropped or damaged, deactivating its internal security. The P400 must be replaced. Read Ordering a PIN Pad for use with Opayo for further information.