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Dejavoo General Troubleshooting Issues

Turn On/Off Key Beep on QD4/

This setting controls whether the terminal produces an audible beep when keys are pressed.

Reasons to Enable Reasons to Disable

  • Provides audible confirmation of each keypress.

  • Helps reduce mistakes when entering amounts or menu selections.

  • Useful in fast-paced or low-visibility environments.

  • Reduces noise in quiet or professional settings.

  • Minimizes distraction for customers or staff.

  • Ideal when a silent checkout experience is preferred.

Resources: Keyboard Beep On/Off

To adjust the keyboard beep setting:

  1. From the Home screen (colored blocks), select Aura (green “A”).

  2. Tap the menu icon (three lines).

  3. Choose Utility.

  4. Select Settings.

  5. Tap Keyboard.

  6. Under Keyboard Beep, choose Yes or No.

  7. Press the Back arrow (bottom-left) repeatedly until you return to the Sales screen.

 

“No Processor Selected” on Z11

Issue: After a full download, merchants may see this message. The terminal can run a sale but cannot close a batch and shows “No response from host.”

Cause

  • An old transaction may be stuck in the batch.

  • A leftover application (such as a gift card app) from a previous merchant may still be on the terminal.

Resolution:

  1. Check the open batch for an old transaction.

  2. Void the stuck transaction, then attempt to close the batch again.

  3. If the terminal has an old application still installed, conference in Dejavoo Support to guide removal of the legacy app.

  4. After clearing the issue, retry batching.

Random Letters or Numbers Appearing on Screen

Issue 
When the merchant presses a number, a letter appears instead.

Resolution:

  1. Perform a hard reboot using the power button.

  2. If the issue persists after rebooting, the terminal’s keypad calibration has failed, and the unit must be replaced.

Error: “RE Enter Cancelled”

Issue
Required information in the Common section of the file build is missing.

Resolution:

  1. Open the file build and update the missing Common-section information.

  2. Save the updated terminal file.

  3. Push a partial download to the terminal to apply the update.

  4. On Z-Series devices:

    • Press the Green OK key to access the core menu.

    • If the menu does not appear, try pressing F1 instead.

Error 12- Terminal Locked (Z Series) 

Cause 
Application update was unsuccessful due to error code 12, indicating the terminal is locked by the processor.

Resolution Steps

  1. Remove power from the terminal.
  2. Plug the terminal back in.
  3. Repeatedly tap the red power button until “Program Manager” appears.
  4. Press 0.
  5. Enter password: 0106.
  6. Select System Menu.
  7. Press the # symbol → System → Menu → ULD Key HASH → Press OK.
  8. The terminal should display a split screen.
  9. Have the merchant read the last 4 characters shown on the bottom-right of the screen.
  10. This will reveal which processor owns the locked terminal.

Locked Terminals – Important Information

Only processor-locked files can be downloaded onto a locked terminal.
  • The merchant will need to:
    • Contact the previous processor to have the terminal unlocked (may require shipping the device to them), or
    • Purchase a new terminal from you if the previous processor will not unlock it.

 

QD Terminal Asking for TPN Randomly

Issue
This occurs when both DV Pay and DV Pay Lite are installed on the terminal. Only DV Pay should be active. Having both apps creates conflicts that trigger the random TPN prompt.

How to Fix the Issue

DV Light issue

  1. Go to the Home Screen
    Navigate to the home screen with the colored icon blocks.

  2. Exit DV Pay Lite
    When trying to exit the current screen, the terminal will prompt for a System PIN.
    Enter: 336686
    This will allow you to exit DV Pay Lite.

  3. Open the Market App
    From the home screen, select Market.

  4. Uninstall DV Pay Lite

    • Tap DV Pay Lite in the list

    • Select Uninstall

  5. Return to DV Pay (Aura)
    Go back to the home screen and launch Aura (DV Pay).
    The terminal will now operate correctly without TPN interruptions.

Tap to Pay Not Working on QD Series Terminals

Before troubleshooting further, ensure the customer is tapping their card on the printer area of the terminal — not the screen.
Have the merchant attempt a transaction while holding the card firmly against the printer. If the issue persists, continue with the steps below.

Test the Contactless Card Feature (Dejavoo Q Series)

  1. From the main screen, press the cog icon to open Settings.

  2. Select Self Check (wrench and screwdriver icon).

  3. Choose RFC Card.

  4. When the screen displays “Please swipe card”, tap the card on the printer area to test contactless reading.

  5. The screen will display one of the following results:

    • “RFC Card Succeed” – The reader is functioning correctly. Reboot the terminal and retry the transaction.

    • “RFC Card Fail” – The internal contactless reader is not functioning. Terminal replacement should be considered.

Dejavoo QD Randomly Reboots

Cause
The Dejavoo QD may randomly reboot if the sleep timer is misconfigured. Setting the sleep timer to Never prevents the device from entering a low-power state that can trigger unintended restarts.

If the terminal is rebooting unexpectedly, verify the sleep timer settings:

  1. Press the Circle button located at the bottom of the terminal.

  2. Select Settings.

  3. Tap the three horizontal lines at the top of the screen.

  4. Choose Display.

  5. Set the Sleep Timer option to Never.