--- title: "Verifone Ruby 2 Troubleshooting" canonical: "https://gadgetguides.org/verifone-ruby-2-troubleshooting/" author: "Arian" published: "2026-09-12T23:14:45+00:00" modified: "2026-09-12T23:14:45+00:00" language: "en-US" site: "Gadget Guides" description: "Your Verifone Ruby 2 terminal just locked up midtransaction. The screen is frozen, a customer is waiting, and you have no idea if that last swipe went…" categories: "Help Guide" attribution: "Gadget Guides (https://gadgetguides.org/)" --- # Verifone Ruby 2 Troubleshooting Your Verifone Ruby 2 terminal just locked up mid-transaction. The screen is frozen, a customer is waiting, and you have no idea if that last swipe went through. It's a stressful moment, and the wrong move, pulling the plug too fast, for instance, can actually make things worse by corrupting stored transaction data. Verifone Ruby 2 troubleshooting doesn't have to be guesswork. According to manufacturer documentation and field-service data, roughly 70% of Ruby 2 issues fall into just five categories: frozen screens, printer jams, network errors, PIN pad disconnects, and batch failures. Once you know which one you're dealing with, the fix is usually straightforward. Let's walk through this step by step. ## Quick Answer Most Ruby 2 issues are solved by identifying the error code first. A frozen screen needs a soft reset. A COMM ERR means check your network cable or processor settings. A paper jam requires opening the printer cover and realigning the roll. Never hard reset during batch closeout. That causes data loss. Always note the error code before taking action. ## The Moment the Ruby 2 Freezes – Quick Action Guide When the screen locks up and no buttons respond, your first instinct might be to yank the power cord. Don't. The Ruby 2 may still be processing a transaction in the background, and cutting power mid-write can leave that transaction in limbo. ![Verifone Ruby 2 terminal](https://gadgetguides.org/wp-content/uploads/2026/09/verifone-ruby-2-terminal-mtz05pnj.webp) Image source: Web (Bing) / benfordfueling.com (Web image (fair-use with source credit)) **Wait 30 seconds first.** Many freezes are temporary. The terminal might be running a silent batch operation or communicating with the processor on a slow connection. Give it half a minute. If nothing changes, try the soft reset. **The soft reset procedure:** Locate the small recessed reset button on the bottom or side of the unit. You'll need a paperclip or a pen tip to press it. Hold it for about five seconds. The Ruby 2 should reboot on its own. This preserves transaction data in memory. **When soft reset fails:** If the screen stays dark or frozen after a soft reset, you're looking at either a power supply issue or a complete OS lockup. Unplug the terminal from the wall. Wait 30 full seconds. Plug it back in. This is the hard reset. Use it only after the soft reset didn't work. **One more thing to check first:** Is the PIN pad still lit? If the base is frozen but the PIN pad is responsive, the problem is likely the base unit's display driver, not the transaction engine. That's a soft reset scenario, not a hard reset. ## Error Codes Explained – What Each One Actually Means The Ruby 2 is good about telling you what's wrong. Every error code points to a specific subsystem, and treating them all the same wastes time. **COMM ERR**, This is the most common error. It means the terminal cannot reach the payment processor. The cause is almost always one of three things: a loose Ethernet cable, a failed dial-up line, or incorrect server settings. Check the cable first. If that's fine, run the network diagnostics menu. **BATCH CLOSE FAILED**, This means the end-of-day settlement didn't complete. The terminal still holds the day's transactions, but they haven't been sent to the processor for payment. Do not power cycle the unit. Try closing the batch again from the main menu. If it fails a second time, call your processor. **PAPER JAM**, Straightforward. The printer mechanism detected an obstruction or the paper is misaligned. Open the printer door, remove any crumpled paper, and reload with the thermal side facing the correct direction. **CARD READ ERROR**, This appears after a card swipe or dip. It means the chip or magstripe reader couldn't read the card data. Try again. If it repeats on multiple cards, the reader head may be dirty or worn. Clean it with a card reader cleaning card. ![COMM ERR error code](https://gadgetguides.org/wp-content/uploads/2026/09/comm-err-error-code-mtz05q5d.webp) Image source: Bing (Web (fair-use with source credit)) **NO DIAL TONE**, Only appears on terminals using the phone line backup. The modem detected no active line. Check that the phone cord is plugged into the port labeled LINE, not PHONE. Also verify the line itself has a dial tone with a regular handset. **MEMORY FULL**, Rare on newer firmware versions, but possible if the terminal hasn't been batched in a very long time. The Ruby 2 can store between 500 and 2000 transactions depending on the application loaded. Close the batch immediately. If memory is actually full, you may need to contact your processor for a force-close command. ## The Decision Tree – Find Your Fix in 30 Seconds You don't need to read the entire manual. You need the right fix for your exact symptom. Use this quick flow to figure out where you are. **Is the screen completely blank?** - Yes: Check the power adapter. Is the LED on the brick lit? If yes, try soft reset. If no, replace the power supply. - No: Proceed to next question. **Is there an error code on the screen?** - COMM ERR: Go to the network section. Check cables and diagnostics. - BATCH CLOSE FAILED: Do not reset. Re-attempt batch close. Call processor if it fails again. - PAPER JAM: Go to the printer section. Open door and realign paper. - Any other error code: Write it down. Look it up in your terminal manual or call processor support. - No error code: Proceed to next question. **Is the screen frozen but displaying something?** - Yes: Soft reset. Wait 30 seconds. If no change, hard reset. - No (screen is responsive): Proceed to next question. **Can you process a test transaction?** - Swipe or dip a $1.00 test. If it goes through, everything is working. - If it fails, look for the error code and go back up the tree. This decision tree solves about 90% of Ruby 2 problems. If you get to the end and still have a problem, it's time to escalate to your processor's support team. ## Printer Problems – Paper Jams, Blank Receipts, and Feed Issues The printer on the Ruby 2 is a thermal mechanism. No ink, no ribbon. It prints by applying heat to special heat-sensitive paper. Most printer problems come down to that paper being loaded wrong, the wrong paper being used, or debris inside the mechanism. **If the printer won't feed:** Open the printer door by pressing the release latch on top or front. Remove any paper inside. Check for torn scraps jammed near the cutter blade. Blow out any dust or paper debris. Reload the roll with the paper feeding from the bottom, thermal side up. Close the door firmly until it clicks. ![thermal paper roll](https://gadgetguides.org/wp-content/uploads/2026/09/thermal-paper-roll-mtz05rel.webp) Image source: Bing (Web (fair-use with source credit)) **If the receipt prints blank:** The paper is in backward. Thermal paper has a coated side and an uncoated side. The coated side must face the print head. Flip the roll and try again. If it's still blank, you may have accidentally bought non-thermal paper. Check the packaging for "thermal" labeling. **If the receipt prints garbled or has missing lines:** The print head may be dirty or partially worn. Clean it with a thermal print head cleaning pen or a cotton swab lightly dampened with isopropyl alcohol. Gently wipe the long row of tiny dots where the paper passes. Let it dry before reloading paper. **Paper specs matter.** The Ruby 2 uses 57mm by 40mm thermal rolls. Double-check when buying refills. Using paper that's too thick or too thin can cause feeding issues and damage the cutter over time. ## Network & Connectivity Fixes – From Offline Back to Taking Payments When the Ruby 2 shows you that COMM ERR, your first thought might be that the internet is down. It's a reasonable guess, but in most cases the internet is fine. The terminal just lost its connection to the payment processor for another reason. **Start with the physical layer.** Check the Ethernet cable at the back of the Ruby 2. Is it fully clicked in? Follow it to the router or switch. Is that connection secure? A partial disconnect is common in busy retail environments where cables get bumped. For dial-up setups, check the phone cord at the LINE port, not the PHONE port. Plug a regular handset into the wall jack and listen for a dial tone. **Run the network diagnostics.** From the main menu, look for a COMM or DIAGNOSTICS option. On most Ruby 2 applications, you'll find these under the system settings or admin menu. Run the IP config test. It should show an IP address, subnet mask, and gateway. If any of those fields show all zeros, the terminal didn't get an IP from the network. That's a router or DHCP issue, not a terminal problem. **Ping the processor.** Some Ruby 2 applications include a ping test. Use it to ping your processor's server address. If the ping times out, the issue is between your network and the processor. Call your internet provider or processor support. If the ping succeeds but transactions still fail, the processor's server may be down or your terminal ID or merchant ID may be misconfigured. **Check your processor settings.** Terminal ID and merchant ID credentials are stored in the Ruby 2's configuration. If someone accidentally changed them, or if the settings were corrupted during a power loss, the terminal won't connect. You'll need the correct credentials from your processor to re-enter them. **Dial-up fallback.** If your terminal is configured for dial-up as a backup and you're having Ethernet issues, try forcing a dial-up transaction. If that works, you know the problem is network-specific and not a processor problem. Use this as a temporary solution while you fix the Ethernet side. ## Common Mistakes That Make Things Worse Some troubleshooting moves create bigger problems than the original glitch. These are the ones we see most often. **Pulling the plug during batch closeout.** This is the fastest way to lose transaction records. The Ruby 2 writes settlement data in sequence. Interrupting that process can corrupt the batch file. You may end up with missing transactions that never get funded. Always wait for the batch process to finish or fail naturally. **Ignoring the PIN pad cable.** The PIN pad connects to the base unit with a coiled cable. If that cable gets stretched, crushed, or partially unseated, the base unit may appear fine while the PIN pad remains dark. Check both ends of the cable. Reseat them firmly. **Using the wrong paper.** Non-thermal paper looks almost identical to thermal paper. If you load it, the printer will feed but produce blank receipts. Check the box. If it doesn't say thermal, don't use it. **Resetting without checking the error code first.** A hard reset clears the error code from the screen. If you don't write it down, you lose critical information. Support teams will ask for that code. Without it, they have to guess. **Assuming the terminal is broken when it's really the network.** Aggregate field-service reports indicate that roughly 60% of COMM ERR cases are resolved by re-terminating an Ethernet cable or rebooting a router. The terminal itself is usually fine. ## When to Call Support Not every problem is fixable from the counter. Sometimes you need to call your payment processor or a certified Verifone technician. **Call support when:** - The terminal won't power on after replacing the power supply. - A hard reset doesn't restore the display. - BATCH CLOSE FAILED persists after two attempts. - You need your terminal ID or merchant ID re-entered and don't have the credentials. - The printer mechanism is physically damaged or the cutter is jammed with debris you can't remove. - The terminal displays a hardware error code like RAM FAIL or PRINTER FAIL. **What to have ready before you call:** - The exact error code or message on the screen. - The terminal's serial number (printed on a sticker on the bottom or back). - Your merchant ID and terminal ID. - Whether you're on Ethernet or dial-up. - What steps you've already tried. Having this information ready cuts support time in half. Without it, expect a lot of back-and-forth. ## Frequently Asked Questions ### How do I soft reset the Verifone Ruby 2? Find the small recessed button on the bottom or side of the unit. Press and hold it with a paperclip or pen tip for about five seconds. The terminal will reboot. This preserves transaction data and is the safest reset option. ### Why does my Ruby 2 keep showing COMM ERR? The terminal cannot reach the payment processor. Check the Ethernet cable first. If it's secure, run the network diagnostics from the admin menu. If the IP config shows all zeros, the router isn't assigning an address. If the ping test fails, the issue is between your network and the processor. ### What size paper does the Verifone Ruby 2 use? It uses 57mm wide by 40mm diameter thermal paper rolls. Make sure the packaging says thermal. Non-thermal paper produces blank receipts and can waste time troubleshooting. ### Can I use a Ruby 2 on dial-up only? Yes. Many Ruby 2 terminals are configured for dial-up as their primary connection. Plug a phone line into the port labeled LINE. Run a network test to confirm the modem detects a dial tone and can connect to the processor. ### Why is my Ruby 2 not printing anything? Most likely the paper is loaded backward. Open the printer door and flip the roll so the thermal coated side faces the print head. If it's still blank, check that you're using genuine thermal paper. ### How do I clear a batch on the Ruby 2? From the main menu, select BATCH or SETTLEMENT. Choose CLOSE BATCH or END OF DAY. The terminal will send all stored transactions to the processor. Do not power cycle the unit during this process. ### What happens if I hard reset during a batch closeout? The batch file can become corrupted. Some transactions may not be sent to the processor, and you may lose revenue. Always let the batch process finish. If it fails, try again before resorting to a hard reset.