Verifone Pinpad Not Connected

Created by Shahil Ahmed, Modified on Fri, 22 Mar, 2024 at 3:10 PM by Shahil Ahmed

This article applies to the PAYWare Ocius Sentinel POS client software and the Verifone VX820 pinpad.

The "Pinpad Not Connected" error occurs when Ocius Sentinel is unable to detect a connected VX820 terminal.

This can occur when a pinpad has been swapped from another POS terminal, or has been powered off for some reason. Check that the pinpad is powered on and physically connected. If it is, then Ocius Sentinel will need reconfiguring so that it finds the pinpad again.

1. Click Abort to shut down Ocius Sentinel
2. Wait for Ocius Sentinel to shut down and disappear
3. Go to C:\ProgramData\Verifone\PAYWare Ocius Sentinel (Windows 7/Embedded POSReady 7 and higher) or C:\Documents and Settings\All Users\Application Data\Verifone\PAYWare Ocius Sentinel (Windows XP/POSReady 2009) and delete the following files: Activation.exml PED.Settings.ccf TerminalConfig.xml
4. Restart Ocius Sentinel - the Pinpad Config box will appear
5. Click Auto Detect to have Ocius Sentinel automatically pick up the pinpad on the correct COM port
6. Click Yes when prompted to use the COM port that has been auto detected
7. Click Save Options

Ocius Sentinel will then continue to validate the pinpad and log in - if you get an Unexpected Pinpad Attached error, check your internet/network connection.