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Service Bulletin: VX 520 Spring 2020

Verifone VX 520

Spring 2020: Service Bulletin

Verifone VX 520 |

Spring 2020 Service Bulletin

An issue has been identified in Verifone VX 520 terminals that may cause some devices to enter a reboot loop, which will disallow affected hardware from accepting payments unless a software update is applied.

If encountering this issue, you may contact your FiNet service representative for support or use the instructions here to correct the problem.

If your device is actively caught in a reboot loop, begin with these instructions. If you are already able to access the menu of your device, skip to the Section 2.

Step 1: Remove the cover from the back of your device and unplug the power cord.

Step 2: Plug the power cord in again, then hold Enter and 7 together to display the password entry screen.

Step 3: Key in the password: Press 1, Alpha, Alpha, 6, 6, 8, 3, 1, and then press the green Enter key.
Note: Asterisks appear on the screen as the password is keyed in. However, pressing the Alpha key does not add an asterisk.

Step 4: Press 1 to select Edit Parameters.

Step 5: Press 1 for Group ID, and then press the green Enter key.

Step 6: Key in the password: Press 1, Alpha, Alpha, 6, 6, 8, 3, 1, and then press the green Enter key.

Step 7: The Terminal Mgr Edit G1 CONNFIG.SYS displays, press the green Enter key.

Step 8: Add the parameter *DHEAP:
Press 1 to select New.
Press * and then an * displays.
Press 3, Alpha and then *D displays.
Press 4, Alpha, Alpha and then *DH displays.
Press 3, Alpha, Alpha and then *DHE displays.
Press 2, Alpha and then *DHEA displays.
Press 7, Alpha and then *DHEAP displays.
Press the green Enter key.

Step 9: Press 0 for the value, and then press the green Enter key to save the new parameter.

Step 10: Add the parameter #CZE:
Press 1 to select New.
Press # and then an # displays.
Press 2, Alpha, Alpha, Alpha and then #C displays.
Press 1, Alpha, Alpha and then #CZ displays.
Press 3, Alpha, Alpha and then #CZE displays.
Press the green Enter key.

Step 11: Press 1 for the value, and then press the green Enter key to save the new parameter.

Step 12: Press the red Cancel key

Step 13: Press 3 to select Restart.

The terminal will power cycle and then display the application menu. Continue on to Section 2: Starting Software Update to install the required software update.

To download these instructions, click here.

Step 1: Using your standard process, print any required daily reports or settle any daily batches (if needed).
NOTE: You can watch the video posted below for batching instructions if necessary.

Step 2: From the sale menu, press * to display the application option screen.

Step 3: Press 9 to display EMA update options.

Step 4: Press the leftmost purple button to select More.

Step 5: Press F2 to select Settings.

Step 6: Key in the password: Press 1, 6, 6, 8, 3, 1, and then press the green Enter key.
-or-
If the password is not accepted, press F2, and then press 1, Alpha, Alpha, 6,6, 8,3,1 and the green Enter key.

Step 7: Press F3 to select VC Profile.

Step 8: Press F2, F2, to select Comm Type.

Step 9: Verify the Comm Type displays the correct value:
If your terminal connects via the internet, it should display IP.
If your terminal connects via a phone line, it should display Dial.

If your Comm Type is correct, skip ahead to Section 4: Final Steps
If your Comm Type is incorrect, select either Section 3A or Section 3B, depending upon how your terminal connects.

Follow these steps only if your Comm Type was supposed to be listed as DIAL in Step 9, but was shown as something else. If your Comm Type was listed correctly, You can skip ahead to Section 4: Final Steps.

Step 10: Follow the procedure to change your Comm Type:
-Press F3 to select Edit.
-Press F2 to change to Dial for a phone line
-Continue to hit next until you see Upd Chk Phone
-Select Edit
-Enter in 1-888-654-1696
-Hit Enter
-Continue to hit next until -Update phone
-Select Edit
-Enter in 1-888-654-1696
-Hit Enter
-Select Exit
-OK to save changes

Continue on to Section 4: Final Steps

 

Follow these steps only if your Comm Type was supposed to be listed as IP in Step 9, but was shown as something else. If your Comm Type was listed correctly, You can skip ahead to Section 4: Final Steps.

Step 10: Follow the procedure to change your Comm Type:
-Press F3 to select Edit.
-Select IP
-Press F3 to select Slct.
-Press F4 to select Exit.
-Press F2 to select OK.

Continue on to Section 4: Final Steps

Step 11: Press F4 to select Exit.

Step 12: Press the red Cancel key to exit the settings options.

Step 13: Press F3 to select Update Now.

When the update is successful, an Estate Management Update Check Summary Report prints: TERMINAL IS UP-TO-DATE.

Step 14: To start processing sales, press F3 to access the SoftPay/Payments/Credit/Debit/EMV home screen.

To download the full software installation instructions, click here.

Software Update Installation

FAQ

Most frequent questions and answers

A security certificate within Verifone’s software is set for expiration. When that occurs, the terminal software will no longer be able to function properly.

This is an industry-wide certificate issue impacting all Verifone terminal customers, regardless of the processor they are using. It is not limited to FiNet merchants. That said, it is also possible it may not impact all FiNet merchants using a VX 520 terminal.

Verifone has advised customers that the terminal certificate expires on June 1, 2020, so users may begin experiencing issues on or after that date. In some cases, issues may begin the first time a terminal restarts or loses power after the expiration date, so the issue may not appear for some time afterward.

Absolutely not. As always, the FiNet service team is available to assist with any technical issues that may arise with your account. In cases where a self-service fix is available and issues may arise outside of normal business hours, we like to provide merchants with that option as well.

The FiNet customer service team is available Monday-Friday, 8:30am – 5:00pm ET at 800.487.5577. 

A 24/7 help desk is also provided outside of standard business hours. The help desk used will vary based upon a number of circumstances, so check your processing documentation or the sticker on your terminal for the appropriate number to call.

Our goal is ALWAYS to find the best processing option for your situation. In many cases, businesses may have outgrown a simple countertop terminal and not even realized it.

Just like mobile phones, modern terminals have evolved into smart mini-computers and are capable of doing way more than simply accepting payments. In fact, they can help you run your business more efficiently and in ways that you’d never imagined. We encourage you to see what payments has to offer!