Credit Card Hangs

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Posted on by Community Member Microsoft Employee

I have two separate registers with the database residing on register 2. Process a transaction as cash on either machine and everything is fine. Process as a credit card and sometimes the transaction will hang for 6-8 minutes. When the card is swiped the data is transmitted to Mercury for approval. I have confirmed with Mercury they are receiving the data and the date/time stamp they have is the nearly the same as what is being posted on the receipt. Some times it will be 6-8 minutes before you receive the approval back. Sometimes it will be 2-4 seconds. Issue randomly happens on both computers. While waiting you can get on the internet and browse with no issues and the Pandora connection the store uses for its music stays up so internet seems fine. Sometimes on the hangs you will get an approval back and it then will give you the posting transaction screen. Sometimes I get back a network connection error response screen. Running RMS 2.0.0165. SQL 2008R2 with named pipes and TCP protocols. Database is approximately 4GB. Both machines clean of Malware. Virus software has been removed. Firewalls turned off. Have changed primary and secondary DNS servers on both machines. I completely removed all of the RMS, Mercury gift cards, OPOS drivers and reinstalled just the RMS. First test transaction worked, second one hung for 7 minutes but finally went through with approval. Have replace router, switch and cable modem. Any suggestions on where to go from here.

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Community Member Microsoft Employee on at

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RE: Credit Card Hangs

I believe that we have isolated the issue to a back office computer that has nothing to do with RMS that is causing the issue. Still not sure if it is a hardware or malware issue as I have not made it onsite yet to lay hands directly onto the machine. I have had it turned off for 7 hours now an not a single issue since it was shut off. All other registers are back online and running flawlessly. Thanks for all the help Jeff.

Brad
Jeff @ Check Point ... 13,380 on at

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RE: Credit Card Hangs

Maybe open Task Manager | Networking tab on Win7, Performance | Ethernet tab on Win 8 and run a cc sale and see what happens.
Community Member Microsoft Employee on at

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RE: Credit Card Hangs

What did you change the DNS settings to and why?

I changed the DNS to see if I am having some type of DNS resolution issue going on with the router or the PC's. I have tried a couple of different scenarios so far and regardless of what I have used I have the same issue. Currently back to being pointed at the router for primary and 8.8.8.8 for secondary until I enable DHCP again.

We almost always let workstations use Dynamic IP settings, the Server we set to a Static IP.

I normally do the same also but again I was trying to eliminate a DNS resolution issue by going to straight static IP structure.

Turn the Firewalls back on.

Ok

Did you use the Network Client Utility in the RMS group on the Start menu and point Named Pipes to the Server's name and set the IP address to the Server's too?

Yep. Also shared memory disabled with names pipes priority 1 and TCP 2 in SQL configurator

Turn off any logos on the receipt.

Not being used

Have you downloaded Mercury's Diagnostic tools?

Did this. No Issue

I believe it may be some other machine in the building. I have shut off every machine but the one and so far so good. I may have a bad NIC someplace saturating the network or something nasty on another machine someplace doing bad things.
Jeff @ Check Point ... 13,380 on at

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RE: Credit Card Hangs

What did you change the DNS settings to and why?

We almost always let workstations use Dynamic IP settings, the Server we set to a Static IP.

Turn the Firewalls back on.

Did you use the Network Client Utility in the RMS group on the Start menu and point Named Pipes to the Server's name and set the IP address to the Server's too?

Turn off any logos on the receipt.

Have you downloaded Mercury's Diagnostic tools?

Here's the install guide with a download link at the top;

dl.dropboxusercontent.com/.../MPS%20Diagnostics%20Tool%20Installation%20Guide.pdf
Jeff @ Check Point ... 13,380 on at

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RE: Credit Card Hangs

Actually re-reading the Pandora license, there is a business option;

Can I Use Pandora For My Business?

Use of Pandora for your business requires a special license to a separate service which is provided by our partner DMX, Inc. You may only use the Pandora Service in the United States for business use if you have met all of the following conditions:

(a) You must register for a Pandora for Business account with DMX, Inc. ("DMX") at www.dmx.com/pandora or such other url as may be provided from time to time, and agree to all applicable DMX terms and conditions, including without limitation, DMX's applicable privacy policy and terms of use (the "DMX Terms");

(b) You must maintain active accounts with Pandora and DMX, and be current on all required payments. DMX's Pandora for business is a paid service.

Your right to use the Pandora for business service may be terminated by either DMX or Pandora if you fail to comply with any applicable DMX Terms or this Agreement. In the event of a conflict between this Agreement and the DMX Terms, the DMX Terms shall control solely with respect to the use of the Pandora Service for business. ANY BUSINESS USE OF THE PANDORA SERVICES NOT SPECIFICALLY PERMITTED IN THIS SECTION IS STRICTLY PROHIBITED AND MAY RESULT IN IMMEDIATE TERMINATION OF YOUR RIGHT TO USE THE PANDORA SERVICES.
Community Member Microsoft Employee on at

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RE: Credit Card Hangs

This is actually one of my accounts and they have a paid Pandora business service but good to know. I think they used to use XM but quit for some reason. Not real sure about the story there.

As far as the RMS issue they are using Star TSP100 printers with OPOS. I have tried everything else so I guess I will try changing the drivers over to windows.

So far today I moved the database to a different machine this morning (currently everything is on one stand alone machine) and still had the issue at random.

Next I updated firmware in router, disable the QOS on the router, assigned static IP's to PC and configured primary DNS to the router and Secondary DNS to Google. Worked good for about 3 hours then starting hanging again.

Currently I have every PC in the building but the one checkout lane turned off. Everything seems to be running good right this minute.

I'll try the drivers next and them I plan on dropping in a new router with a new single network cable connection to the one PC I having everything on now and see if there is a cabling/router issue going on.
Jeff @ Check Point ... 13,380 on at

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RE: Credit Card Hangs

There's always Muzak ☺

There is a 2 week free trial; www.muzak.com/.../music
Craig Wood 785 on at

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RE: Credit Card Hangs

I was thinking the same thing regarding Pandora Jeff. I pay for satellite radio for my stores music because there is no free commercial music service.
Jeff @ Check Point ... 13,380 on at

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RE: Credit Card Hangs

Its probably your OPOS drivers.

What receipt printer are you using? If an Epson, you're basically SOL, We don't sell them, but current thinking is to install the Epson OPOS drivers first and then RMS.

if Star Micronics or something else, consider using the Windows drivers as they never have these issues. We sell Stars and _only_ use their Windows drivers.

FWIW, did you know that you are not allowed to use Pandora or most any other music streamer in a business environment? From www.pandora.com/legal&

9. Your License To Use The Pandora Service.

Subject to the terms and conditions of this Agreement, and your payment of any required fees, Pandora grants to you a limited, non-exclusive, non-transferable license to access and use the Pandora Services in legally authorized jurisdictions for personal non-commercial purposes only, except as expressly permitted in Section 10 below. Pandora reserves all right, title and interest not expressly granted under this license to the fullest extent possible under applicable laws.