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VX820 Duet User Manual

Date: 07/11/17

Version 1.0.0Copyright © Adyen B.V. 2017Simon Carmiggeltstraat 6 - 501011 DJ AmsterdamThe Netherlands

www.adyen.com

Table of Contents

1 Legacy instructions for firmware version 11 - VX820 Duet 4

2 Prerequisites - VX820 Duet 4

2.1 Provided components 5

2.2 Getting started 5

2.3 Install the paper roll on the VX820 Duet 6

2.3.1 Steps 6

2.4 Use the Quick Info menu to view terminal information - VX820 Duet 6

2.4.1 Steps 6

3 Board the terminal - VX820 Duet 7

3.1 Before you begin 7

3.2 Steps 7

3.2.1 Board with the Adyen App 7

3.2.2 Board with the Adyen Customer Area 8

3.2.3 Board the terminal with the Adyen Platform in standalone mode 8

3.2.4 Board the terminal with custom integrations 8

4 Basic functionality - VX820 Duet 9

4.1 EMV (chip) transaction 9

4.1.1 Steps 9

4.2 Magnetic stripe transaction 10

4.2.1 Steps 10

4.3 Shift and end-of-day reports 10

4.3.1 Steps 10

4.4 Refund 11

4.4.1 Perform a refund 11

5 Use the Installer framework - VX820 Duet 11

5.1 Open the Installer menu 11

5.1.1 Steps 11

5.2 View, install and update releases 11

5.2.1 Steps 12

5.3 Delete packages and releases 12

5.3.1 Steps 12

6 Make special payments - VX820 Duet 12

6.1 Steps 12

7 Maintenance - VX820 Duet 13

7.1 Inspect device security - VX820 Duet 13

7.1.1 Steps 13

7.2 Replace paper on the VX820 Duet 13

7.2.1 Steps 14

8 Use the admin menu - VX820 Duet 15

8.1 Steps 15

8.2 Admin menu functions - VX820 Duet 15

8.2.1 Main menu 15

8.2.2 1. Network menu 16

8.2.3 2. Installer menu 17

8.2.4 3. Merchant menu 17

8.2.5 4. Totals menu 18

8.2.6 5. Transactions 18

9 VX820 Duet technical specifications 19

10 Troubleshooting and support VX820 Duet 20

10.1 In case of a malfunction 20

10.2 Request assistance 20

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Here we describe how to set up, configure, and use the payment device.Verifone VX820 Duet

VX820 Duet

If the terminal shows an exclamation at the top bar, this means that the terminal holds data that it failed to synchronise with the Adyen platform due to lack of an outgoing internet connection.

Legacy instructions for firmware version 11 - VX820 Duet

To download the PDF instructions VX820 firmware v. 11, click .here

Prerequisites - VX820 Duet

Verifone VX820 Duet Supported payment cards

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Verifone VX820 Duet Supported payment cards

Visa

VPay

Mastercard

Maestro

American Express

Discover

Diners club international

UnionPay

JCB

Provided componentsVX820 payment terminal (PED)

Duet (base station with built-in printer)

Power supply

Privacy shield

Ethernet dongle

1 paper roll

Getting startedSet up your device correctly before you start using:

Plug the power supply cable in.

Connect the base to the power supply cable.

Connect the Duet base to the Internet via the ETH port.

Place the receipt paper roll in the Duet base.

Perform a .device security inspection

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Only connect a regular Ethernet cable to the ETH port.Using any other type of cable or another port (for example, the RS232 port) might severely damage the device.

Although it is technically possible to use a serial connection between the POS and the PED, Adyen strongly recommends using Ethernet connectivity, due to its superior speed and performance with a number of Operating Systems.

Install the paper roll on the VX820 Duet

Steps

To insert the paper:

Lift the Duet's printer cover latch to open it, and then lift the cover.

Remove any partial roll of paper in the printer tray.

Loosen the glued leading edge of the paper or remove the protective strip from the new roll of paper.

Unwind the paper roll past the glue residue.

Hold the roll so that the paper feeds from the bottom of the roll.

Drop the paper roll into the printer tray and close the latch.

The thermal print-side of the paper will feed out facing the operator.

Close the cover and tear off any excess paper.

If the device prints blank receipts, insert the paper roll the other way around.

Use the Quick Info menu to view terminal information - VX820 DuetUse the quick info menu to quickly view terminal information.

Steps

Press and at the same time.5

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The quick info menu opens and displays the:

IP address

Terminal ID

Software version

QR code with an encoded IP, MAC address, Network name, Store name, Merchant Account and Terminal ID.

Board the terminal - VX820 Duet

Before you beginBoard the terminal only after successfully following the steps in .Prerequisites - VX820 Duet

Steps

Board with the Adyen App

Press + to open the admin menu.9

Enter the admin PIN code (If you don't know this code, contact the POS Support Team ). The terminal displays the admin menu.

Press .1. Network

Press 2. Ethernet.

Press . to view and make a note of the terminal's IP address.1 TCP/IP settings

Download and install the Adyen POS App from . or the iTunes Google Play Store

Board with an Android device

Open the Adyen POS App.

Enter your account details. These were provided in the registration email of your merchant account. If you do not have these, please email the .POS Support Team

Tap .

Tap Payment device.

The app will prompt to select between Bluetooth and WiFi connection.

Enter the IP address of your terminal and tap Add Device.

The Adyen POS App identifies the terminal, synchronizes with the Adyen platform, and verifies the terminal configuration.

The terminal restarts.

Upon restart, the terminal is boarded and ready to use.

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Board with an iOS device

Open the Adyen POS App on the mobile device.

Tap the icon.

Tap the ' at the top of the popup menu.+' Payment device

Enter the device hostname or IP.

The device will now be listed in the menu with the status "Not Boarded".Payment device

Tap the name of the device. The device displays a message saying the device is not configured, with options to or .Cancel Board device

Tap .Board Device

The terminal begins boarding and restarts.

Upon restart, the terminal is boarded and ready to be used.

Board with the Adyen Customer Area

Log in to the with your credentials.Customer Area

Open the menu.Point-of-Sale

Search your terminal serial number in the .Terminal Fleet Manager

Go to the page.Terminal Detail

Assign the terminal to a merchant account by selecting a merchant code from the dropdown menu.

Select a webservice user and assign the terminal.

Enter the one-time password from the terminal detail page on the terminal to board the terminal.

After rebooting, the terminal will receive the merchant configuration, and you can begin processing payments.

Board the terminal with the Adyen Platform in standalone mode

Board the terminal using the Adyen POS App once to register it to our Adyen platform and configure it for standalone mode. From there you can continue to use the terminal in standalone mode, without the use of the Adyen POS App or our integrations.

Board the terminal with custom integrations

our , To board the terminal with your own custom systems, review Java Native Interface Integration COM , and guides. For mobile POS applications, see our Extension for Windows integration C Library Integration

. For integration support, contact the .Android guide POS Support Team

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See for information on processing payments.Basic functionality - VX820 Duet

Basic functionality - VX820 Duet

If the terminal shows an exclamation at the top bar, this means that the terminal holds data that it failed to synchronise with the Adyen platform due to lack of an outgoing internet connection.

EMV (chip) transaction

Steps

Initiate a transaction via your app.

If the terminal is in standalone mode, use the select key in the middle of the directional pad to

select on the screen. Enter the amount and then press .Start

When the terminal is ready, insert the chip card into the terminal and allow it to read the card.

When prompted, the customer enters a PIN on the terminal and presses .

For CHIP & Sign, a signature prompt occurs instead of a PIN prompt. Compare (i) the name and (ii) the signature on the card with the shopper’s ID. If they match, you can (1 additional approvereceipt is printed) or (2 additional receipts are printed) the transaction on the device.decline

Do NOT remove the card until prompted to do so or the transaction will be void.

After the authorization is approved, the terminal displays and the card may be removed.Approved

After each transaction, at least 2 receipts are printed:

A merchant receipt

A shopper receipt

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Magnetic stripe transaction

Steps

Initiate a transaction via your App or Cash Register.

If the terminal is in standalone mode, press on the screen, enter the amount and then Start

press the key.

After the terminal is ready, swipe the magnetic stripe card through the reader on the right side of the terminal.

Sign the transaction.

After authorization approval, message appears on the terminal signifying that the transaction Approvedis complete.

After each transaction, at least 2 receipts are printed:

A merchant receipt, and

A shopper receipt.

Shift and end-of-day reports

Steps

The terminal can print a summary with an overview of the total amounts processed since the last reset.

If you want to print a summary report periodically, reset the counters after printing the report.

To print the day totals, do the following:

Press + 9.

Enter the admin PIN code.

Press .4. Totals

Press to print the day totals.1. Print totals

After printing the day totals, press to reset the counter.2. Reset totals

If you do not have your admin PIN code, email possupport@adyen.com

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Refund

A shopper may decide to return previously purchased goods, and you might want to start a transaction refundto pay back the corresponding amount to the shopper’s card.For security reasons, Adyen enables refund functionality on a per-device basis. Moreover, you need to enter a password to perform a refund.

Perform a refund

To perform a refund, do the following:

Press + 8.

Enter the admin PIN code.

Enter the amount to refund, then proceed like in a normal transaction.

If you do not have your admin PIN code, email possupport@adyen.com

Use the Installer framework - VX820 Duet

The new Installer Framework allows you to download and install firmware packages directly from the Adyen platform. The Installer runs at midnight and fetches updates to your PED's firmware.

Use the new Installer to view releases that are ready to install and view the packages to be installed. You can retrieve and install the configured release on the Adyen platform, run the installer immediately (rather than at midnight), and delete packages and releases.

The installer framework is available from firmware v. 14.

Open the Installer menu

Steps

Press to open the admin menu. + 9

Press to open the Merchant menu.3

The installer menu is located under the admin menu from v. 15 onward.

Scroll through the menu using the * key to scroll up and the key to scroll down.#

Select 5. Installer to open the installer menu.

View, install and update releases

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Steps

From the Installer menu,

Press to view the latest available release.1. View ReleaseThis will show which packages the Installer will try to install when it runs.

Press to view packages installed.2. View PackagesThis will show the packages installed and the status of each. For example, download errors per package can be viewed here.

Press to download the file containing latest release information.3. Update release.json release.jsonThis will retrieve and install the release we have configured for you on the Adyen platform.

Press . to run the Installer immediately, rather than waiting until midnight. On restart, 4 Run Installerthe device begins installing from the Installer framework.

The PED will restart multiple times while it downloads and configures updated system files.

Delete packages and releases

Steps

Press . This will delete all packages installed so all packages will be re-installed on 5. Delete packagesthe next run.

Press . This will delete all packages installed so all packages will be re-installed 6. Delete single packageon the next run.

Press to delete the release. 7. Delete release This will remove the release pushed from the Customer but will keep the terminal registered to your merchant account.Area and install a firmware default

Make special payments - VX820 Duet

The special payment functions menu allows access to custom or ad-hoc payment options. Available entries in the menu may vary, depending on your merchant configuration.

StepsTo enter the special payment functions menu, do the following:

Press + .8

Enter the PIN code to unlock the device. If you do not know the code, contact the to obtain the specific PIN code for your device.

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Review one or more of the following payment options, which are available depending on your configuration:

Normal payment - Choose this option to access the payment screen, where you can enter an amount.

Choose this option to access the payment screen. - Manual entry payment

After entering an amount, press .

You are prompted to input the , and then the card expiry date.PAN

The transaction then follows the normal flow.

The special payment functions menu also includes the option to refund a payment. For more information, see .Basic functionality - VX820 Duet

Maintenance - VX820 Duet

Inspect device security - VX820 DuetAdyen makes use of secure, certified payment terminals. The integrity of these devices is crucial, as they process sensitive card data.

Steps

Ensure that store staff:

device looks like the pictures in this manual.Verify the

Adyen logo or your company logo shows up Verify the after turning on the terminal.

Do not use the device if it is damaged or covered with a sticker.

Verify the identity of any third-party persons claiming to be repair or maintenance personnel, prior to granting them access to modify or troubleshoot devices.

Do not install, replace, or return devices without verification.

Are aware of suspicious behavior around devices (for example, attempts by unknown persons to unplug or open devices).

Report suspicious behavior and indications of device tampering or substitution to appropriate personnel (for example, to a manager or security officer).

Adyen recommends enforcing procedures to perform visual device integrity inspections on a weekly basis. In case of any doubts, do not use the device and contact Adyen via the regular escalation channels.

Replace paper on the VX820 DuetVX820 The Duet uses the following receipt paper:

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57 mm x 47 mm x 12 mm thermal receipt paper

Steps

It is important you have sufficient stock of receipt paper, as without receipt paper it is not possible to accept payments. Replacing paper is the your responsibility (Adyen does not sell paper).

Lift the printer cover up.

Lift the paper tray, and remove any partial roll of paper.

Hold the roll so that the paper feeds from the bottom of the roll.

Press the paper roll into the printer tray.

Pull the paper up past the glue residue on the paper roll.

Close the paper roll cover by gently pressing on the cover until it clicks. Allow a small amount of paper past the glue residue to extend outside of the printer cover.

Tear the paper off against the serrated strip in the printer.

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Use the admin menu - VX820 Duet

Steps

To enter the terminal admin menu, press + .9

Enter the admin PIN code (If you don't know this code, contact the POS Support Team ). The terminal displays the admin menu.

Admin menu functions - VX820 Duet

Main menu

Menu Option Description

1. Totals Print and reset totals.

2. Network View connection status, scan for networks and perform diagnostics.

3. Installer Download and install firmware packages directly from the Adyen platform. The Installer runs at midnight and fetches updates to your PED's firmware.

4. Merchant Make maintenance calls, download, view and erase configurations.

5. Restart Restart the terminal software.

6. Reboot Turn off/Shut down the terminal.

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1. Network menu

Menu option Description

1. Connection Status

View the name and connection status of the network connection.

2. Ethernet List ethernet network settings, such as IP address, gateway, netmask, DNS and MAC address.

2. Wifi View TCP/IP settings, WiFi settings, reset and reload WiFi connections.

1. Wifi Switch to turn on or off WiFi.

2. Networks Scan for networks and add networks manually.

3. TCP/IP Settings

View IP address, MAC address as well as DHCP, gateway, netmask and DNS settings.

4. Wifi reset Erase the WiFi settings and reboot the terminal

5. Reload Wifi

Reload the WiFi profile configured on the backend.

3. Bluetooth View Bluetooth settings, scan and pair bluetooth devices, and set the terminal as discoverable to other devices. (VX690 only)

1. Bluetooth Switch that allows you to turn on or off Bluetooth.

2. TCP/IP Settings

View IP address, MAC address as well as DHCP, gateway, netmask and DNS settings.

3. Base station

Pair the terminal with a bluetooth base station.

4. Scan/Discovery

Scan for bluetooth devices or set the terminal as discoverable to bluetooth devices.

4. GPRS View terminal GPRS settings for a connection to a mobile network.

1. TCP/IP Settings

View IP address, MAC address as well as DHCP, gateway, netmask and DNS settings.

2. GPRS settings

View GPRS settings such as operator, Network, IMEI, signal, RSSI etc.

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Menu option Description

5. Diagnostics

Perform diagnostic tests to test connection.

1. Ping Ping a specific host with a specified packet length.

2. Test PSP connection

Perform a test to check connection to the PSP.

2. Installer menu

Menu Option Description

1. View Release (Only available on standalone terminals)

Generate a receipt showing the total processed amount per currency per card type.

2. View Packages (Only available on standalone terminals)

Reset the counter.total amounts processed Do not forget to reset totals after your shift.

3. Update release Download the release.json file containing latest release information. This will retrieve and install the release we have configured for you on the Adyen platform.

4. Run Installer Run the installer immediately, rather than waiting until midnight. On restart, the device begins installing from the installer framework.

5. Delete packages Delete all packages installed so all packages will be re-installed on the next run.

6. Delete single package

Delete a single package installed so it will be re-installed on the next run. Use delete single package if there is an issue with the package that requires reinstallation.

6. Delete release Remove the release pushed from the Customer Area and install a firmware default but will keep the terminal registered to your merchant account.

3. Merchant menu

Menu option Description

1. Maintenance call

Make a maintenance call to invoke terminal actions configured on the backend.

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Menu option Description

3. Download configuration

Download a new merchant configuration. Do not execute this command unless instructed to do so by Adyen Support.

3. View configuration

Show the following information:

Firmware version the terminal is running

Merchant account the terminal is registered to

Additional details.

1. View settings

View settings such as configuration version, IPP keys loaded, PAL URL, Sync URL, Config URL, Firmware URL, transaction amounts, printing settings, Timezone, MKE settings, Bypass PIN, Magstripe, ICC, MSR, CTLS Signature and CDA mode.

2. View firmware

View version information, such as Bootstrap version, Application version, External printer settings, OS version, EOS version, Contact kernel version, Cardslot version, VSS version, CTLS modules installed.

3. View hardware

View Terminal ID, Serial port, internal printer settings, and CIB version.

4. Erase configuration

Erase the configuration from the terminal.

This requires re-boarding the terminal to your merchant account)

4. Totals menu

Menu Option Description

1. Print totals (Only available on standalone terminals)

Generate a receipt showing the total processed amount per currency per card type.

2. Reset totals (Only available on standalone terminals)

Reset the counter.total amounts processed Do not forget to reset totals after your shift.

5. Transactions

View a list of all transactions

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VX820 Duet technical specifications

Processor 400 MHz, ARM11 32-bit RISC processor

Security SSL v.3.0, 3DES encryption,Master/Session and DUKPT key management;VeriShield file authentication;PCI PTS 3.X approved

Memory 160 MB (128 MB of Flash, 32 MB of SDRAM) standard,designed to support up to 500 MB optionalmicro SD flash memory card

Physical Length: 178 mm (7.01 in.);width: 98 mm (3.86 in.);height: 109 mm (4.3in.);weight: terminal 735 g (1.62 lbs.);full shipping 1800 g (3.96 lbs.)

Display 240x320 pixel color TFT (QVGA),supports up to 26 lines x 26 characters

Environmental 0° to 50° C (32° to 122° F) operating temperature;5% to 90% relative humidity, non-condensing

Magnetic card reader

Triple track (tracks 1, 2, 3), high coercivity, bi-directional

Voltage AC input 100 - 240 V AC, 50/60 Hz;DC output 8.6 - 9.4 V DC, 4.0 Amp

Primary smart card

ISO 7816, 1.8 V, 3 V, 5 V; synchronous and asynchronous cards;EMV level 1 and 2 t ype approved

Contactless applications

Mastercard PayPass M/Chip, Mastercard PayPass MagStripe,Visa payWave MSD, Visa payWave qVSDC, Discover Zip,American Express ExpressPay, Pass-through access to ISO14443-4 and MiFare card, for direct host terminal basedapplication access, Secure SoftSAM, Hardware

SAM card reader

3 Security Access Modules (SAMs) SAM optional NFC applications, support for ISO 18092

Peripheral ports

USB host and RS-232 to support peripheral devices Telcoand Ethernet ports to support communications

   

Printer Integrated thermal printer with graphics capabilities,18 lines per second, 24 or 32 columns,standard paper roll 58 mm (2.25 in.) x 25M, single ply

   

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Modem Standard 56 kbps modem Bell 103/212a, CCITTV.21/V.22/V.22bis/V.32/V.32bis (300/1200/2400/9600/14400/33.6/56 and HC FastConnect for 1200 bps)

   

Protocols Application selects betweenasynchronous protocols (Visa 1, Visa 2 and others), andsynchronous protocols (including ISO 8583/ SDLC)

   

Troubleshooting and support VX820 Duet

In case of a malfunctionCheck our for articles that may help you find a solution for the issue.troubleshooting section

Request assistanceContact the .POS Support Team

Provide the following information:

Merchant account

PSP reference (if applicable)

Terminal serial number