Troubleshooting Tamper Protection Errors & Suspected Key Issues
Summary:
For all Tamper Protection Errors follow steps below and then provide details to Account Managers. see steps below.
For suspected key issues with Equinox and Ingenico, see steps below.
NCR Voyix is tracking these incidents to identify root causes and prevent future occurrences.
Solution:
Tamper Protection Errors: Applies to all device manufacturers and models.
If a device displays a Tamper Protection Error:
- The device is considered bricked and must be RMA'd.
-
Collect and submit the following to Account Managers for ongoing investigation of cause.
- Device Serial Number
- PO details (or copy of the PO)
-
RMA number
Channel Sales and Account Managers
Miller-Gray, Jessyca, Jessyca.Miller-Gray@ncrvoyix.com
Thornton, Jennifer, Jennifer.Thornton@ncrvoyix.com
Ingenico & Equinox Suspected Key Issues
- Verify the injected keys using the steps below.
- Take a photo of the key screen.
- If the key is missing or incorrect:
- Create a SNOW ticket.
- RMA the device.
-
Collect and submit:
- Key screen photo
- Device Serial Number
- PO details (or copy of the PO)
- RMA number
Steps for Ingenico Lane Devices
To view injected keys:
- Press F.
- Enter 2634.
- Select TSA.
- Select 4 - DUKPT KSN.
Verify:
- Slot 4 = SecurePay P2P Key
- Slot 5 = Voyix Connect P2P Key
If the keys are incorrect, take a photo and RMA the device.
Steps for Equinox Luxe Devices
To view injected keys:
- Press and hold the button below the 7 key until you hear a beep.
- Press the same button two more times.
- Select Setup.
- Navigate to System Utils > Encryption Keys.
Verify:
- Slot 31 should contain the Voyix Connect P2P Key.
If the key is incorrect or missing, take a photo and RMA the device.