Debit Card Pin Pad to work with Vital

I have a situation where I am trying to get a pin pad (Verifone 1000SE) to work with the preferred provider setup in RMS, using a different provider other than the ones Microsoft has specifically written this for. My processor is able to get the credit cards processing fine using the Preferred Provider setup in RMS ver. 2.0. Now they are trying to get the debit card transaction to work. They are using a Verifone Pin Pad 1000SE encrypted to the Vital processing specs. They ring up a sale in RMS, swipe the debit card, but eventually get a message that says the server is unavailable. There must be some piece of information that they are not sending to the receiving computer through RMS. Can anyone tell me what information RMS is looking for in order to process a debit card through the preferred provider setup? Thanks.