How do I retrieve Verifone device logs?

Follow these steps to retrieve device logs from a Verifone device (terminal). If you do not have the required passwords referenced in the steps, contact your Solution Consultant or contact Customer Support.
  1. Make sure that the Verifone USB driver is installed on your Windows computer by connecting the device to a Windows computer using a USB connector.
  2. Open Windows Device Manager. The device should show up as "VX Gen 3 Terminal (COM9)" in the list of devices. If the device is not listed, see this page for more information.
  3. Temporarily disconnect the device from the Windows computer.
  4. Reproduce the problem on the device, then immediately enter Bootloader/OS mode on the device by pressing
    Enter + 7
    . You are prompted to enter a password.
  5. Enter the Bootloader password. The Bootloader password is different from the Engineering menu password.
  6. Using a USB connector, connect the device to the Windows computer that will capture to device log.
  7. On the capturing Windows computer, open the Putty app. If you do not have the app installed, see this page for more information and before attempting the remaining steps.
  8. Connect to the device using
    Serial Connection (COM9, 115200 Rate)
    .
  9. In
    Session > Logging
    , configure Putty to log all communication into a file.
  10. On the device, initiate log dumping by pressing
    Clear + 4
    . The device will start dumping the log into the capturing Windows computer.
  11. After the device has completed the process, restart the device. You can now retrieve the device logs from the Windows computer.

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