UPGRADING YOUR DEJAVOO V SERIES TERMINAL (V5, V8, V8+, V9 & V9+ / NON-S) 7/28/16 Dear Valued Dejavoo Customers: As anticipated we have released the EMV certified software for the Dejavoo V Series (Non-S). We are proud to say that through hard work and determination we are able to provide you with these instructions on how to upgrade to the latest release of EMV Chip software (certified on FDO & TSYS platforms), and if your merchant is boarded on the TSYS platform the upgrade also includes the SHA-2 security certificate needed for IP processing. SHA-2 security is technology that did not exist when the V Series was designed, we are very pleased to be able to accommodate the needs of you and your merchants by bringing this update to a legacy product, and doing so prior to the cut off date which has now been extended by TSYS to January 2017. Note About SHA-2 Upgrades: TSYS has announced that they have applied for an extension of the existing SHA-1 certificate until January 2017, this is currently pending. If your TSYS merchant using SHA-1 processing on IP experiences issues on August 1, 2016 and you need to get your merchant up and running right away a partial downloaded may be needed as a quick remedy until you are able to upgrade to SHA-2 using a USB and the steps in this document. The steps for upgrading to EMV (Including SHA-2 for TSYS) are outlined for you on the following pages, be sure to follow the instructions and you ll quickly be on your way to chip card processing on your Dejavoo V series terminal. If you have any questions at all, please feel free to contact our 24/7 support desk using the contact information below. TECHNICAL SUPPORT DESK: 1 (877) 358-6797 OPTION # 2 SUPPORT@DEJAVOOSYSTEMS.COM Thank you and we are happy to service your Payment Software Solutions Kind Regards, 1
FOR DEJAVOO V SERIES (NON-S) TERMINALS ONLY UPDATING TO EMV WITH TSYS SHA-2 CERTIFICATE REQUIREMENTS Please read the following regarding updating any Vega5000 model terminal with the TSYS SHA-2 Certificate. (V8, V8 Plus, V9, V9 Plus *without the S ) The steps below will walk you through the update utility we provided for upgrading your V terminal software with the following:! New firmware! Latest EMV application! SHA-2 certificate (For TSYS) * You will need a USB Removable Drive (AKA: Thumb FOB) as well as a Mini USB to USB converter dongle to complete this process. WHAT STEPS WILL I NEED TO TAKE? 1. INSTALL THE EXECUTABLE FILE a. DOWNLOAD THE DEJAVOOIPVXUPDATE.EXE.ZIP UPDATE WIZARD b. OPEN THE.ZIP FILE AND DOUBLE CLICK THE DEJAVOOIPVXUPDATE.EXE FILE TO INSTALL THE WIZARD 2. FOLLOW THE WIZARD THROUGH STEPS 1-3 (USE THIS DOCUMENT AS YOUR GUIDE) 3. FOLLOW THE STEPS ON PAGE 6 FOR DOWNLOADING THE TERMINAL WITH THE UPDATED TPN 2
USING EMV UPDATE WIZARD FILE - DEJAVOOIPVXUPDATE.EXE Use the steps below to install the EMV Update Wizard to your computer. * The wizard is compatible with MS Windows OS and is incompatible with ios for Mac, if using ios for Mac then see the instructions for manually setting up your USB key in a separate document. ** Important ** CLOSE THE BATCH. Before starting the next steps it is important that you settle the open batch in the terminal. *** Warning: *** Please follow the directions from the beginning, do NOT download the upgraded TPN to the terminal prior to doing the Firmware Update and the Software Update as outlined step by step in the charts below. Thank you. Step 1. Action - Insert your USB key into your Computer ** Important **: Your USB key must be mounted into your computer first, before continuing with the steps below. - Use this link to download the update wizard to your computer hard drive - Double click on the DejavooIPvxupdate.exe file you just downloaded in step 1 The following message will appear, click on RUN 2. The update wizard will open, from the STEP 1. Drop down box select the USB Removable Drive 3. Once you have selected the USB Removable Drive click on DONE 3
USING EMV UPDATE WIZARD FILE - DEJAVOOLP.EXE, CONTINUED Step Action 4. For Step 2 in the update wizard click on START to load the file to the USB key already in your computer. You will see Loading as the files load to your USB key. - When Loading the USB has been completed the following message to complete STEP 3 will appear. - disconnect/eject the USB key from your computer. 5. IMPORTANT: You Must Continue to the Next Page at this time (Step 7 in this document) - follow these instructions to install the new firmware into the terminal prior to moving to doing a partial download on the upgraded TPN. 6. Please use the instructions on the next page to Install the update to your V terminal. - CONTINUED ON NEXT PAGE - 4
ACCESSING THE PROGRAM MANAGER & INSTALLING SOFTWARE UPDATE To successfully install the updated EMV Application to your V series terminal you must place the terminal in the Program Manager Menu, use the steps below to complete the following: Step Action Display 7. 8. 9. 10. - Power cycle the terminal by pressing the F1 key for 5 seconds. - Wait for the terminal to beep - Press down and hold the RED X Key until the Program Manager Menu appears on the display. - Release the Red X button. If any applications are present under menu option 2. DVCreditApp (such as DVGiftApp or DVCheckApp) please scroll down and highlight the additional application(s) and press F3 to delete it/them. If no other applications are present skip to Step 9. ** WARNING ** DO NOT DELETE DvAMApp - Insert your Mini USB to USB Dongle into the side of your V terminal - Place your loaded USB Key into the USB port on the dongle. - With the DvAMApp option highlighted press the F2 button. (this will disable the default application) From this screen while in the Program Manager (OS) do the following: - Press the F1 Key - Press the Number 1 Key - Press the Number 2 Key SYSTEM INITIALIZING 1. DvAMApp 2. DVCreditApp F1: Download 1. DvAMApp 2. DVCreditApp F1: Download 100%. Program Manager Manager 01/02 1. DvAMApp 2. DvCreditApp F1: 3. Download DvGiftApp Program Program Manager Manager 01/02 Program Manager Program Manager 01/02 11. 12. The update will Install and the terminal will Reboot, do not continue to the next step until the terminal reboots on its own. ** Warning ** - This process may take some time up to 15 minutes - It is IMPERATIVE that you DO NOT interrupt this process and try to reboot the terminal, allow the install to complete and let the terminal to reboot on its own - if the terminal still has not rebooted by 20 minutes call technical support at 1 (877) 358-6797 Option #2 *Note: If the terminal reboots & returns to the Program Manager instead of rebooting to the idle prompt screen then highlight the option for DvAMApp & press F2, then the Green OK button to get to the idle prompt. Awesome You Are Almost Done! You have successfully updated the terminals software to EMV Software. Please continue to page 6 in this document and complete steps 12-14 for installing the partial download of the upgraded TPN. 5
PARTIAL DOWNLOAD OF UPDATED TPN Please complete the following steps for a partial download now that you have successfully: - Rebuilt the Terminal s TPN in the STEAM (MMSx) System with the Template that has the release date of _20160721 - Have updated the terminals firmware and EMV Software by completing steps 1-5 in this document. (1-3 of the update wizard) *** Warning *** - You must select PARTIAL download in order for the upgrade to be successful, if you select FULL the upgrade will FAIL. Step Action Display 13. From the idle prompt press the OK key to access the Core Menu. Credit I SALE Enter Amount 14. Using the down arrow key highlight the word UTILITY and press OK * If prompted input password, default is 1234 Core Menu Settlement -> Reports -> Favorites -> Utility Utility -> -> Retrieve Password -> 15. Using the down arrow key highlight the words SOFTWARE DOWNLOAD and then press OK * If prompted input password, default is 1234 UTILITY Settings -> Software Download Communications -> Favorites -> > Software Download 16. Press OK on CONNECT Connect -> Settings -> Auto Download -> Delete Apps -> 6
PARTIAL DOWNLOAD OF UPDATED TPN, CONTINUED Step Action Display Connect 17. Use the arrow keys to highlight the desired connection option for your partial download then press the OK key to select the highlighted option. Ethernet -> Dial PPP -> USB -> GPRS -> 18. Using the down arrow key highlight the word PARTIAL and then press OK ** WARNING ** You must select PARTIAL download in order for the upgrade to be successful, if you select FULL the upgrade will FAIL. Full -> Partial -> Select Type 19. Input the updated TPN # and press OK *Note when inputting a repeated digit pause between entries to avoid scrolling to letters as this entry is alpha numeric capable. TPN#: Enter TPN ############ 20. Terminal will display Apply Updates? Press F2 for YES YES Apply Updates? NO 21. The termininal will now install your updated TPN (Including SHA-2 certificate update), reboot and return to the idle prompt. *Note: If the terminal reboots and returns to the Program Manager instead of rebooting to the idle prompt screen then highlight the option for DvAMAPP and press F2 and then the Green OK button to get to the idle prompt. These procedures have been successfully tested at Dejavoo with an extremely high success rate, If for any reason your terminal locks up on initializing or keeps repeating Download failed please contact Dejavoo support at 1(877) 358-6797 option #2 or support@dejavoosystems.com for repair or for information about our replacement program option. 7
NOTE FROM DEJAVOO SYSTEMS Working with the processing speed and limited memory of the V Line which is a legacy Line of terminals, and through our vast experience and perseverance, we have made it possible (through these steps) to upgrade the V Line with SHA-2. We continue to work on streamlining and simplifying this process for you as quickly as possible. However, the steps in this document are what you need to complete, as the process exists today, to ensure compliance of SHA-2 by the July 31 st deadline. As soon as the process becomes simplified we will advise accordingly. Thank you for your understanding. Kind Regards, Dejavoo Systems Executive Team Additional Notes: You can purchase replacement or additional Mini USB to USB Dongles for $5.00 each + Shipping by emailing salesupdate@dejavoosystems.com Or You can purchase a preloaded USB with the Mini USB to USB Dongle for $14.95 each + Shipping by emailing salesupdate@dejavoosystems.com 8
Upgrade Troubleshooting Tips: Possible issues during vxupdate 1)During firmware and application update the terminal will be stuck on certain screen and not change for about 10 minutes. Cause: - This might be an issue with the USB stick that is connected to the terminal. Most likely the update stopped as the USB is no longer communicating to the terminal. Solution: - Disconnect USB stick from the terminal. The terminal should display an error message. Replace the USB with a different USB and attempt to redownload 2)After terminal has completed update starting the application will result in a Code 10 system halt. Cause: Terminal ran out of memory Solution: Contact our customer service support and we will provide you with an additional file to resolve the issue. 3)After firmware and application have been updated. During application start up the application will be display a blank screen. Cause: - An application that is not compatible with the new application is installed on terminal. Example DvGiftApp and DvCheckApp from a previous version. Solution: - Restart terminal back in to Program Manager and delete DvGiftApp and or DvCheckApp 9