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POS system keeps rolling over to the dial-up connection

Posted on 2008-10-29
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Last Modified: 2013-12-21
Hi all,

I have a issue with the moneris pos system at a friends store. about 40% of the time it rolls over to the backup dial up system when processing transactions. We have chatted with the techs and they don't have any ideas, we have replaced all cables, installed a new twgbrf114 Trendnet router, which is directly connected to Bell Canada 5200 speedstream modem. I think i have the proper ports open 443 as 60% of the time it works without issues. We have also chated with Bell techs (getting nowhere)

it is a very simple network, two computers and two POS units all static IP  into the router, and out to the modem.

happy to provide information that is needed if i missed something.

thanks for reading.

g

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Question by:Plaintree_Systems
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Expert Comment

by:Darius Ghassem
ID: 22837228
I worked with Aloha POS which has EDC credit card processing. What happens is when the program can't read the internet for a split second then it will go to the backup modem. Now the way to make it keep trying the high speed internet service you need to find the credit card service within the Services.msc then right-click the service then go to the properties then click dependencies and the service restart upon failure so it will keep trying to access the high speed connection.
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Author Comment

by:Plaintree_Systems
ID: 22837284
"you need to find the card service within the Services.msc then right-click the service then go to the properties then click dependencies and the service restart upon failure so it will keep trying to access the high speed connection."

Thanks for the quick reply, where would i look for this? There is no server on this network, the only config changes i can make are on pos unit directly or on the router.

thanks

g
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Expert Comment

by:Darius Ghassem
ID: 22837302
How do you configure the Credit Card processor. Do you run it through a seperate card reader that isn't attached to the terminal? Then the service.msc can be accessed through the run command and then typing services.msc
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Author Comment

by:Plaintree_Systems
ID: 22837308
ps. this might be a good train of thought though, if i can extend the "timeout" (on the POS unit) before it rolls over to dial up by say 5 seconds, it may be enough to allow it to go thorough.
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Expert Comment

by:Darius Ghassem
ID: 22837332
Aloha POS system doesn't have a place to configure this because 5 seconds can cause the credit card to hang within the system.
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Author Comment

by:Plaintree_Systems
ID: 22837334
The unit is completely separate, the cashier enters the amount on the pos unit and swipes the card and allows the customer to punch the pin in.

sorry if i am not answering right, kinda a new area for me

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Expert Comment

by:Darius Ghassem
ID: 22840456
I'm not for sure what type of system you have. If the credit card isn't run through the actual terminal then I'm not for sure what is going on.
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Author Comment

by:Plaintree_Systems
ID: 22840513
Thanks dariusg,

The system is a Moneris, 3100ip ( h**p://www.moneris.com/index.php?context=/products/possolutions/model_hispeed3100ip)

I am going to try to bypass the router for a day on the two POS machines and see if the results are the same. That might tell me if it is the router or the POS unit.

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Author Comment

by:Plaintree_Systems
ID: 22850970
Update: still having the same issue, Bell is "looking into" the line and seeing if it is a sync issue. Not sure where to go from here as I have now exhausted all internal testing i think......

I have replaced every piece of hardware and cable... It was mentioned to me that a switch in between the router and POS might "stabilize the port" does this make sense?

Thanks

G
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Expert Comment

by:Darius Ghassem
ID: 22852001
If the router has a built-in switch then you shouldn't need one unless it is a long distance to the router from the terms.
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Author Comment

by:Plaintree_Systems
ID: 22852205
That's what I thought, it is within the distance rules so i figured this might be a "try this" and we will call you back thing....

I am going to monitor it over the weekend and I'll let you know, if no change, i will close the thread and thanks you for your interest and help.

G

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Assisted Solution

by:Darius Ghassem
Darius Ghassem earned 250 total points
ID: 22852341
Not a problem.
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Plaintree_Systems earned 0 total points
ID: 22891973
thanks for the help dariusg, seems to have stopped after the new firewall and changing the QOS for port 443.

take care

g
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