Passport Client Freezing During Tender Transactions

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trumant
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Passport Client Freezing During Tender Transactions

Post by trumant » Wed Jul 29, 2020 7:50 am

Hello,
We are a bp running passport on 11.04.29.01B MP14. Whenever a customer goes to use a loyalty card at the pin pad on it causes our passport client to freeze. We have 1 server combo and 1 client. Loyalty transactions work fine on the server combo but can rarely be completed on the client. We have had our switch replaced, our client re imaged and all connections double checked. Nothing seems to work. Any ideas would be appreciated.

justinforman
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Re: Passport Client Freezing During Tender Transactions

Post by justinforman » Thu Jul 30, 2020 10:06 am

have you tried swapping pinpads?

RossD
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Re: Passport Client Freezing During Tender Transactions

Post by RossD » Sun Aug 02, 2020 10:53 am

If the site is using IP based Pin Pads like MX915 they can not swap pin pads, as each would have a specific static IP, this would require a trained POS tech to swap them. If using Ingenico serial pin pads they can be swapped.
:roll:

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POSDiddy
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Re: Passport Client Freezing During Tender Transactions

Post by POSDiddy » Sun Aug 02, 2020 11:47 am

Just a thought but...if it's only on loyalty and you are 11.04 that means you probably don't have a MNSP router... if this is generic loyalty, then maybe the real question here is how your RV042 is set up to send traffic to the loyalty host. If the RV042 isn't blocking calls from the client to the public Internet, your "freezing" might be because traffic is getting routed inappropriately.

A tech or the helpdesk should be able to prove this out very quickly through some basic checks...
- What does an IPCONFIG /all show on the client? (If it is picking up DNS server info from your ISP - then you aren't firewalled properly and traffic is going around the server and through the public internet.)
- Can the client ping generally public addresses like 8.8.8.8? (It shouldn't be able to.... if you can, that's a red flag.)

trumant
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Re: Passport Client Freezing During Tender Transactions

Post by trumant » Mon Sep 07, 2020 5:41 pm

We are a BP setup with a Mako 6600. Firewalls are setup correctly and we have no direct access to the public internet. We also just had a new unifi managed switch installed to try and resolve the issue. Unfortunately that did not work


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POSDiddy
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Re: Passport Client Freezing During Tender Transactions

Post by POSDiddy » Tue Sep 08, 2020 7:58 pm

trumant wrote:
Mon Sep 07, 2020 5:41 pm
We are a BP setup with a Mako 6600. Firewalls are setup correctly and we have no direct access to the public internet. We also just had a new unifi managed switch installed to try and resolve the issue. Unfortunately that did not work
You may have a 6600 - but this doesn't mean Mako is set as a MNSP and doesn't say whether a RV042 is in play for Passport - and how it is connected / configured to allow Loyalty traffic.

trumant
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Re: Passport Client Freezing During Tender Transactions

Post by trumant » Wed Sep 16, 2020 6:11 pm

Yes, Mako is setup as MNSP. We eliminated the Cisco rv042 and replaced it with a a mako managed UniFi switch. LAN 1 on the 6600 goes to the Switch. Everything on the switch is plugged in according to BP Standards.

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POSDiddy
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Re: Passport Client Freezing During Tender Transactions

Post by POSDiddy » Thu Sep 17, 2020 12:13 pm

trumant wrote:
Wed Sep 16, 2020 6:11 pm
Yes, Mako is setup as MNSP. We eliminated the Cisco rv042 and replaced it with a a mako managed UniFi switch. LAN 1 on the 6600 goes to the Switch. Everything on the switch is plugged in according to BP Standards.
Sounds good - so this next step should be fairly straightforward. Get the Gilbarco Support Center on the line. Perform a loyalty transaction on the client. Have them watch. From your side, confirm what is shown on the PIN pad. Have them get the time stamp and then get logs from the POS and EDH. Bring the BP helpdesk / Verifone into the call. Based on the transaction and the time stamp:
  • Is there any entry / response needed from the PIN pad
  • Is the Commander waiting on something from the Passport EDH?
  • Is the EDH waiting on the Commander?
The groups should be able to look at a specific transaction and fairly quickly say "We see this device waiting on a response from this device...". Doubt you're "locked up" versus the three various pieces here (PIN pad, EDH, Commander) being at a point where one is waiting on the other. Once the culprit is identified, you are closer to a specific fix.

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