> For the complete documentation index, see [llms.txt](https://sandbox-docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://sandbox-docs.verifone.com/home/copy-of-payware-connect-onboarding/victa-mobile-installation-guide/7.-troubleshooting-guidelines.md).

# 7. Troubleshooting Guidelines

This chapter covers common issues that may arise during device operation and installation.

If the problem persists after following these steps, contact your **local Verifone representative**.

{% hint style="info" %}
**NOTE:** The Victa Mobile does not contain user-serviceable parts. Do not attempt to disassemble the unit. Unauthorized service may void the warranty.
{% endhint %}

{% hint style="warning" %}
**CAUTION:** Only use a **Verifone-supplied power pack**. Verify the power supply matches the requirements on the back of the unit before troubleshooting. See [3. Specifications](/home/copy-of-payware-connect-onboarding/victa-mobile-installation-guide/3.-specifications.md).
{% endhint %}

***

### Device Does Not Start

1. Ensure the device is plugged into a **dedicated power source**.
2. Verify all **cable connections**, including proper insertion of the power cable connector.
3. If the problem persists, **contact your local Verifone representative**.

***

### Blank Display

* If the display appears **dark**, tap the screen. If the unit is in screen-saver mode, touch the screen to wake it.
* If the display shows **incorrect or unreadable information**, inspect all cable connections.
* If the problem persists, contact your local Verifone representative.

***

### Transactions Fail to Process

Multiple factors can cause transaction failures.

Work through each reader type below.

#### Checking the Magnetic Card Reader

1. Try the transaction with **one or more different magnetic stripe cards** to rule out a faulty card.
2. Ensure you are **swiping cards correctly** — magnetic stripe facing backward or downward, inserted from the side.
3. Process a **manual transaction via the keypad** to isolate the card reader. If manual entry succeeds but card swipe fails, the reader may be faulty.
4. If the problem persists, contact your local Verifone representative.

#### Checking the Smart Card Reader

1. Try the transaction with **multiple smart cards** to rule out a faulty card.
2. Verify the card is **inserted correctly** — contacts facing upward and fully seated.
3. Confirm **SAM cards are properly inserted** into their designated slots. See [2. Device Setup](/home/copy-of-payware-connect-onboarding/victa-mobile-installation-guide/2.-device-setup.md).
4. If the issue persists, contact your local Verifone representative.

#### Checking the Contactless (CTLS) Reader

* Ensure there are **no obstructions** between the contactless logo and the card.
* Hold the card **within 4 cm** of the surface at the **top of the display**, above the Contactless Reader icon.
* Try tapping with a different contactless card or device.

***

### Still Need Help?

* **USA:** 1-800-837-4366, Monday–Friday, 8 AM–8 PM Eastern
* **International:** Contact your local Verifone representative
* **Online:** [www.verifone.com/en/us/contact-us](https://www.verifone.com/en/us/contact-us)


---

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