1

Instructions for entering *DHEAP into system mode on Verifone terminals:

Page 2 – How determine your terminal’s CommServer version

Page 3 – VX 520 or V805

Page 11 – VX 680

Page 18 – E Series

Page 30 – Further troubleshooting

Page 31 – How to use alpha/numeric keyboard

Revision history:

• V1: Rough draft • V2: First release to customers • V3:

Added instructions to reinstall the application software only if setting *DHEAP=0 does not resolve the issue

• V4: o Added instructions to try *DHEAP=2 if *DHEAP=0 does not work o Added instructions to ensure the password is entered properly o Added the version control so we know what changes were made from one

version of these instructions to the next • V5: Added instructions for alpha/numeric keyboards. • V6: Updated instructions for VX 680 • V6.7: Updated Instructions for VX 820 Duet (Page 17) • V7: Added instructional videos for VX 520 (Page 3), VX 680 (Page 11) and VX 820

(Page 17)

2

How to determine your Verifone terminal’s CommServer version

• Access the VMAC menu by pressing ‘*’ by default- this is application dependent. Select CommServer.

• Press the left-most purple button (status button ) on monochrome terminals, or the left-most icon on the VX 680 and VX 820

• Press the down button twice and get the CommServer version:

3

VX 520 or VX 805

Print these instructions and watch this video.

Important: You must have the terminal password on hand to complete this process. You will need to enter it in step two.

1) From the Verifone Copyright screen, press Enter + 7 at the same to bring up the password screen. NOTE: If the password is not known, please contact your payment provider or internal helpdesk.

2) Enter the password. Press Enter when finished entering the password. NOTE: The password must begin being entered promptly. If it is not, it will continue to reboot.

Be sure you wait for the corresponding asterisk * to appear on the screen. If you type the password in too quickly (press keys back to back too quickly) you will not be able to log in. Ensure that your key presses become asterisks before pressing the next key.

4

3) Select 1> Edit Parameters.

4) Where the screen says Group ID: 1, Press the Enter key.

5

5) Enter the password for Group 1 and press Enter.

6) On the screen that says Config.SYS, press Enter.

6

7) Press the 1>New key to create a new parameter.

8) For the new parameter, enter *DHEAP

7

9) Press 0 for the new Value. Press Enter to save the new parameter.

10) This is the end result.

8

11) Adding extra step for config.sys variable RESETSYSERR=1 (This parameter if set will prevent continuous reboots of the OS in the future if the code hits a system error. This will make it easy to get into system mode screen rather than having to time the ENTER+7 just right ) Step 11.1 Press New key again

Step 11.2: For the new parameter, enter RESETSYSERR

9

Step 11.3: Press 1 for the new Value. Press Enter to save the new parameter

Step 11.4 : This is the end result.

12) Once the parameters have been entered, press the red X (cancel button) several times

until you get to the screen below. Once there, select Restart.

10

13) The device should reboot and start to function normally. Only if your device stops rebooting, but hangs loading VMAC after setting *DHEAP=0 Follow Steps 1-8 above Instead of setting *DHEAP=0, set *DHEAP=2 This changes the way that memory is allocated and should allow your device to boot past VMAC and restore all functionality.

If after successfully following all these steps you’re unable to process a sale transaction, see page 30.

11

VX 680

Print these instructions and watch this video.

VX820 DUET: The Vx820 Duet will follow the screens below for entering *DHEAP, as the Vx680. If a download is need on this device, there is a parameter called *ZTCP that needs to be removed before the download can be completed. Detail on Page 17.

Important: You must have the terminal password on hand to complete this process. You will need to enter it in step one. NOTE: If the password is not known, please contact your payment provider or internal helpdesk.

When the device starts displaying the VMAC screen, press Enter + 7 at the same time to bring up the password screen. Note: If the device shows “starting VMAC 2.6.3” you will need to restart the process. NOTE: If the password is not known, please contact your provider.

Enter the password. Press Enter when finished entering the password. (NOTE: The password must begin being entered promptly. If it is not, it will continue to reboot. 1) Be sure you wait for the corresponding asterisk * to appear on the screen. If you type

the password in too quickly (press keys back to back too quickly) you will not be able to log in. Ensure that your key presses become asterisks before pressing the next key. If the password is longer 10 digits do not wait for the * keys just keep entering the password. If password has repeating numbers please count to 1 and enter the next digit).

12

2) Select 2> Edit Parameters.

3) Where the screen says Group ID: 1, Press the Enter key .

13

4) Enter the password for Group 1 and press Enter.

5) On the screen that says Config.SYS, press Enter.

14

6) Press the 1>New key to create a new parameter.

7) For the new parameter, enter *DHEAP

15

8) Press 0 for the new Value. Press Enter to save the new parameter.

9) This is the end result.

16

10) Once the parameter has been entered, press the red X (cancel button) several times until you get to the screen below. Once there, select Restart.

11) The device should reboot and start to function normally. Only if your device stops rebooting, but hangs loading VMAC after setting *DHEAP=0 Follow Steps 1-21 above Instead of setting *DHEAP=0, set *DHEAP=2 This changes the way that memory is allocated and should allow your device to boot past VMAC and restore all functionality.

If after successfully following all these steps you’re unable to process a sale transaction, see page 30

17

VX820 DUET

Print these instructions and watch this video.

VX 820 DUET: The VX 820 Duet will follow the screens below for entering *DHEAP, as the VX 680. If a download is need on this device, there is a parameter called *ZTCP that needs to be removed before the download can be completed.

In edit parameters, find the parameter *ZTCP.

Select the 4> Clear button.

Confirm the deletion of the parameter (see below).

18

E series

Important: You must have the terminal password on hand to complete this process. You will need to enter it in step one. NOTE: If the password is not known, please contact your payment provider or internal helpdesk.

Step 1: Press 7 & Enter simultaneously which will then provide you this screen, prompting you for a password. NOTE: The password must begin being entered promptly. If it is

19

not, it will continue to reboot. Press enter (green key) once the password has been entered

Be sure you wait for the corresponding asterisk * to appear on the screen. If you type the password in too quickly (press keys back to back too quickly) you will not be able to log in. Ensure that your key presses become asterisks before pressing the next key.

Step 2: Select the “Edit Parameters” option

20

Step 3: Ensure that Group ID 1 is entered (should be the default value)

21

Step 4: It will ask you for the password for GID 1. This will be the same password we used earlier.

22

Step 5: Select “Config.sys”, which should be the default option

23

Step 6: Enter *DHEAP as the parameter value. Note that you may have to press keys multiple times in order to enter letters. For example, in order to enter the letter “C”, you’ll have to press

the number 2 key 4 times, quickly.

24

25

Step 7: Enter 0 as the value, then press enter (green key)

26

Step 8: Press new key to enter another variable below

27

Step 9: Press New key again

Adding extra step for config.sys variable RESETSYSERR=1 (This parameter if set will prevent continuous reboots of the OS in the future if the code hits a system error. This will make it easy to get into system mode screen rather than having to time the ENTER+7 just right )

For the new parameter, enter RESETSYSERR and press enter

28

Step 9.1 : Press 1 for the new Value. Press Enter to save the new parameter

Step 9.2 : Press Cancel X to get out

29

Step 10: Select the Restart option to reboot the terminal.

Only if your device stops rebooting, but hangs loading VMAC after setting *DHEAP=0 Follow Steps 1-7 above Instead of setting *DHEAP=0, set *DHEAP=2 This changes the way that memory is allocated and should allow your device to boot past VMAC and restore all functionality.

If after successfully following all these steps you’re unable to process a sale transaction, see

page 29

30

Further Troubleshooting

ONLY perform the following steps if after successfully following the instructions above you’re still unable to process sale transactions:

1. Once the OS loads, download your latest package. Perform a partial download through your normal download mechanism: VHQ, EMA, POS download.

31

How to Use the Alpha/Numeric Keypad

The keypad contains horizontal rows of numeric keys with alphabetic characters. The keypad accepts numeric key strokes as the default. To activate the alphabetic characters, press the [Alpha] key located above the keypad between the purple keys. Refer to the graphic above. The location of the [Alpha] key may vary. For some terminals this key may be located in the last vertical row to the right on the terminal.

To change from a numeric digit to an alpha character, press the numeric key first that displays the desired alpha characters, and then press the [Alpha] key until the target alpha character displays. For example, the numeric key 2 represents the digit 2 as well as the alpha characters A, B and C. Press the [Alpha] key once to display the letter A, press twice to display the letter B, and press three times for the letter C to display. In some instances, to enter lower case letters, continue pressing the [Alpha] key till lower case letters display. To display lower case (a), press the numeric key 2 followed by pressing the

[Alpha] key 4 times. Press the numeric digit 1 and then press the [Alpha] key once to display the period (.) symbol, used between digits for IP addresses. For example: 10.63.222.55.

The following is a table representing the Numbers, Alpha Letters and Symbols on the keypad.

Press the numeric key 2, and then press the [Alpha] key continuously until the desired alpha character displays. Press the [Alpha] key once to display the alpha letter A, press twice to display the alpha letter B, and press three times for the alpha letter C to display.