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282 posts

Ultimate Geek
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Topic # 190794 12-Jan-2016 15:39
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I don't usually deal with these types of issues but I'll be helping out a small business later this evening.

Since just before Christmas, their EFTPOS machine periodically goes into offline mode which is a huge inconvenience, as customers have to sign, and there is a long delay in getting the funds.

The ISP is Spark, who say that the Internet connection is fine. The EFTPOS vendor says the issue is probably something to do with the business network but haven't provided much help apart from that.

I'll take a look at the router config, check dynamic/static IP allocations for all devices, put some monitoring in place to see if the Internet connection is actually going down etc.

Is there anything EFTPOS terminal specific that I should look for?

Cheers

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Banana?
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  Reply # 1468569 12-Jan-2016 15:54
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There wont be a lot you can do on the terminal itself. I'd wager that it will behave perfectly while you are there too.

Depending on the brand of terminal, it should show LAN connection/Not connected on screen. Other than that, check cabling. Connect a laptop to the terminal's LAN cable and see that everything works as it should from the laptop (do some ping tests to router/gateway/DNS server).

How often is this happening? Daily, more than once daily? If it goes into Offline, they should be able to do a manual Login to get it back online (one of the options in the EFTPOS menus will be to login). If you can get it so that it doesn't login when you choose the manual login, then you can start troubleshooting the network on site (ie., if it refuses to login, check internet connection at same time).

You say Small business - is there a chance that someone on the premises could be choking the internet connection to death? Check for teenagers and Bittorrent clients :)

 

 

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  Reply # 1468586 12-Jan-2016 16:32
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worth checking the basics:

wired/wireless terminal
check wireless coverage in the area
check if it is a bung cable
check for loose physical connections



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Master Geek
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  Reply # 1468599 12-Jan-2016 16:49
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Normally we would go through the normal troubleshooting:

Faulty cables etc.

After that we get into revisions of software with known issues etc.

Can you advise what the Terminal Make and Model is?



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Ultimate Geek
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  Reply # 1468603 12-Jan-2016 16:58
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Thanks all - I'll report here once I get back. I don't have any information on the terminal at this stage



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Ultimate Geek
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  Reply # 1468658 12-Jan-2016 19:33
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The machine is a Verifone VX 820 DUET

I started off with the basics - checking and re-seating cables etc. I replaced one of the cables to a PC with a dodgy/frayed connection. The EFTPOS ethernet cable tested fine.

There were a handful of machines and printers on the network, most set to receive an IP address from the router.

One of the machines, an HP touch smart PC was connected via Ethernet to the router's WAN port which obviously wasn't working. It was also connected via Wireless, which was working. Both interfaces had static addresses set that were in the middle of the DHCP range so could have caused issues with duplicate addresses on the network. I disabled the wireless connection, plugged the PC into one of the switch ports and set the connection back to auto. 

None of the PCs were generating unusual network traffic.

I installed PRTG to monitor the router, Internet connection, and all network devices to give me more info about the problem if it crops up again. I guess we'll wait and see over the next couple of days

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Master Geek
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  Reply # 1468663 12-Jan-2016 20:05
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If your'e able to and the Terminal is operating Paymark Software (Paymark - Idle screen will show quick touch buttons for Purchase Cashout Logon etc.)

Scroll down to UTILITY
Scroll down to Terminal SWV

Advise what the current SWV is.

If its on the EFTPOS New Zealand/VeriFone Network (it'll have the EFTPOS New Zealand logo on the idle screen) its a little more complicated.

Our next move from then (if the SWV is up to date) would be to trial with a static IP in the high range (reserving the IP address in the router if possible)




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Ultimate Geek
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  Reply # 1471060 14-Jan-2016 16:23
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It has the EFTPOS NZ logo on the Idle screen.

It has been working fine over the last couple of days (touch wood). I'll set a static IP if it drops again.

Cheers

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  Reply # 1471064 14-Jan-2016 16:28
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Had this problem at old work when we added something new to the lan quite often. Seems the verifone IP stack figured it didnt need to bother with silly details like renewing its DHCP lease, so it would have its IP handed out to something else on the network when a new desktop pc or phone or whatever came along to use it. Power cycle got it working again.




Richard rich.ms

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Master Geek
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  Reply # 1471065 14-Jan-2016 16:29
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Ahh yes EFTPOS New Zealand - brand spanking new software and a brand new Payments Switch.

Have a number of these units deployed. ENZ released a new software package just before Christmas. Having said that I haven't seen any support tickets for any of our merchants operating on that new SWV.

Perhaps a small glitch that was either solved by your intervention or perhaps a package-fix that ENZ may have loaded to their Terminal Record to download.

Programming with a static IP shouldnt be too hard if it does fail again. If you go that route; let me know and I can pull out the guide to point you in the right direction. I dont think its a protected menu so shouldnt need any passwords.

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  Reply # 1471278 14-Jan-2016 20:02
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richms: Had this problem at old work when we added something new to the lan quite often. Seems the verifone IP stack figured it didnt need to bother with silly details like renewing its DHCP lease, so it would have its IP handed out to something else on the network when a new desktop pc or phone or whatever came along to use it. Power cycle got it working again.


^^this

I really don't get why they don't renew the DHCP lease until a power cycle. You would even think restarting the ethernet link should do it too. Seems just so stupid.

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  Reply # 1471281 14-Jan-2016 20:06
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It should renew the DHCP lease before it expires.

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