Troubleshooting a network is not easy.
Obtain technical assistance if you are unsure of any procedures.
Check theLane Communications and Network Setup pages for more information.
If a network HAS been working well and it suddenly stops then chances are high that a simple connection issue or a hub/router off line, or broken or disconnected cableis causing the problem.
Viruses and spyware can also create havoc on the network! - Obtain technical assistance to make sure the system is clean.
Here are a few simple diagnostic steps to take:
Remote Lanes - Local Network only with NO Debit Credit integration:
The Lane's Log files will indicate it is unable to contact the back Office Server.
The log file is the file C:\Program Data\eStreamPOS\eStreamPOS_Log.txt
The most common problem is that the Network Hub has lost its power.
- Check for lights on the hub. If there are none then check to make sure it is connected to the power.
- Check for a light on the back of each PC where the network cable plugs in if there is no light then either the cable is bad or the connection to the PC/Hub is bad.
- If all lights are on and all connections are good, try rebooting the back office and all of the lanes, using proper Windows shutdown and restart procedures.
If those simple measures do not work, call for support.
The
Lanes will function normally but will not report to the back office until
the problem is fixed.
Local Network WITH Internet Debit Credit
integration:
If a Central Lanes ceases to function then it has lost it's connection to the Database
Server.
The Local Area Network or PC Network Adapter will be at fault here.
A Remote Lane will continue to work without a working Network connection but the Lane will not be able to see the Internet if the Network or portion thereof is down.
Please note a card DECLINED is not a Network or software
issue.
If you receive a 'DECLINE' - retry at least once, as a courtesy
to the customer if nothing else.
There are two main networked components, the Local Area
Network (LAN) and its connection to the wide area network (WAN) and the
Internet.
If the
Internet component or
Local Area Network is down you will see the following message displayed on
the Lanes:
"Problem DNS Lookup failed..."
The bottom line here is that it cannot see the ‘Mercury Payments’
servers online for some reason.
- The most common reason is that the Internet Gateway is down.
- Check your Cable or ADSL modem attached to the Internet and make sure it has lights on it and is connected.
- Try resetting the modem and router (Disconnect their power cable and reconnect after 10 seconds)
- Finally Reboot the Lane PC after first exiting the Lane Software.
There are some diagnostics built into the Lane Debit Credit Setup screen, which will help technical support resolve the issue
-
Choose Options - Cashout - Configure Lane - Debit Credit - Check Setup
Run the Lane Diagnostics after Selecting the 'Local Area Connection' option in the Adapter list.
Any reply other than 'Success' indicates that your local
network is down.
If the Internet and Mercury payments are up and running properly you should see 'Success' messages in both Result boxes.
For Remote Lanes the entries on the above form should match the Back Office Setup.
If not, resend configuration changes from the Back Office to the Lane, using the POS Lanes/Send Changes
In the Back Office software, make sure that the entries to the Mercury payment servers are correct.
- Mercury Main Server should be x1.mercurypay.com
- Mercury BackupServer should be b2.backuppay.com
Check that your Merchant ID is entered correctly as described in
the Debit/Credit setup section.