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Dynamics 365 Community / Forums / Microsoft Dynamics RMS (Archived) / White Screen on Credit...
Microsoft Dynamics RMS (Archived)

White Screen on Credit Card transaction

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Posted on by Community Member

During a credit card transaction, screen goes white and RMS shuts down. The transaction goes through as I am able to view the details of the transaction in the database; however, there is no Tender Summary recorded for the transaction. (There is no record for the transaction in the TenderEntry table). This happens Intermittently. On level 2.0007..Anybody experiencing this?

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  • RMS Wizard Profile Picture
    RMS Wizard 1,205 on at

    Do you mean 2.0.2007?

    Are you using any add-ins that are hooked during tenders?

    Are you using a magswipe only or a hydra device?

    Are you using a custom receipt template?

    Are Named Pipes and TCP/IP enabled protocols in Client Network Utility?

    Are both protocols enabled for SQL Server on the server?

    Have you run a database check and reindex using Store Operations Administrator?

  • Community Member Profile Picture
    Community Member on at

    Hello Ron,

    Thank you for your question.

    Can you please confirm the version of RMS you are running, the version you noted above of 2.0007 is not a valid version of RMS.

    Are you using Heartland or Mercury Payments for your EDC processing?

    Please provide me with the information requested above so I can get a better understanding of your issue.

    Thank you,

    Scott Wardzinski

    Microsoft Dynamics RMS & POS Support Engineer

  • Community Member Profile Picture
    Community Member on at

    Correction - Version is the latest 2.0.2007. Occurrence was also reported prior to the upgrade from previous version.

    EDC is configured with MS Preferred Acquirer, TSYS gateway.

    There is a Tender hook that requests additional customer information but this is inputted and saved prior to the credit card swipe. The screen goes white prior to the printing of the receipt. On the DB, there is an approval code but no tender summary for the transaction.

    MSR attachment on screen is being utilized for CC swipe.

    Named Pipes and TCP/IP are enabled for SQL Server Native Client Configuration and on the server for SQL Server.

    We have run a DB check and reindex using Store ops admin.

    On Event Viewer, we see the below error message:

    Application: SOPOSUSER.exe
    Framework Version: v4.0.30319
    Description: The process was terminated due to an unhandled exception.
    Exception Info: exception code c0000005, exception address 70CDB379

     

     

  • RMS Wizard Profile Picture
    RMS Wizard 1,205 on at

    What version of SQL Server?

    Is a Windows or OPOS driver being used for the receipt printer? If OPOS, which version?

    If cash drawer is enabled for credit card sales, does drawer open normally when the problem occurs?

    Can the tender hook be disabled for testing purposes?

  • Community Member Profile Picture
    Community Member on at

    SQL Version: Microsoft SQL Server 2012 (SP1) - 11.0.3000.0 (X64), Standard Edition (64bit) on Windows NT 6.2<X64> (Build 9200: )

    OPOS Driver: EPSON OPOS ADK Version 2.70E R6, Printer - Epson TM-T88V

    Cash drawer is enabled. Cash Drawer opens but receipt does not print.

    Yes, the tender hook can be disabled. However as indicated, it is very inconsistent. Among 50 POS, there were two occurrences in the last week.

  • Community Member Profile Picture
    Community Member on at

    The white screen problem was reported today on a cash transaction. This was the first one reported to us that was non-creditcard.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Downgrade your sql server version to 2008R2.  Stay away from 2012.  

  • Community Member Profile Picture
    Community Member on at

    We've never seen any documentation from MS indicating to stay away from sql2012. This would be a painful process also considering the entire backup library. Is the issue in 2012 related to the printer driver? Is there a way to determine this is the cause before we take this approach? Thanks.

  • RMS Wizard Profile Picture
    RMS Wizard 1,205 on at

    Downgrading SQL would certainly be painful if not impossible to do at this point.

    How about downgrading the OPOS driver to 2.67 or 2.64 and select TM-T88IV?

    Is this a single store business with 50 POS lanes or 50 workstations running POS and Manager?

    How busy are the POS lanes?

  • Community Member Profile Picture
    Community Member on at

    This is a single store running 50 lanes. It gets very busy twice a day with all registers active.  Could you explain basis for downgrading OPOS driver.  Would it make sense to upgrade from 2.70E R6 to R17? Noted there were bug fixes in R10.

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