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RMS Not Prompting CC Terminal

Microsoft Dynamics RMS Forum

Caw2728 asked a question on 31 Oct 2018 6:25 PM

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Unanswered

One of our registers just began doing this out of no where.  Usually, when we select the credit card tender, the credit card terminal is prompted for the customer to pay for their transaction.  However, out of no where, One register is just processing the transaction without prompting the terminal and not allowing us to take a credit card payment.  It is just sending the transaction through without payment.  Any ideas?

We us Mercury VIPay (Now Vantiv/Worldpay).

EDIT: The Same Thing just happened on a register in a different location.  Still working properly at 2 other locations.

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Kevin Antosh responded on 1 Nov 2018 8:44 AM
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Hi!  We've had a few customers with similar issues. Seems to be related to one or more of the following: 1) The VIPay softwre needing an update, 2) Some sort of change in the settings (could possibly even be related to a change in the IP address, 3) Non-compliance using Windows XP or outdated hardware for the TLS requirement. My understanding is that sometimes Mercury/vantiv/Worldpay tests for PCI/DDS/TLS/SHA-2 compliance and turns off the processing (but they are supposed to communicate that to you via phone/letter/email ahead of time).

Are you on the current version of RMS (2.02)?

Are you using Windows 7 service pack 1 or higher?

Has anything changed with your IP addresses?

Has anything else changed with the hardware or software?

Check the connections for the cables that go to the payment terminal - I've seen cables that have deen damaged or go bad cause issues.

Reboot/restart/Z-out everything.

Is the payment terminal itself working OK as far as you can tell?

It may be possible to swap terminals/cables to test but you'd want to verify that this does not cause further issues if there are terminal specific settings like a terminal ID.

If nothing has changed, you may want to give a call to Worldpay support and see if they can help. Sometimes a new VAR Sheet or Dealer Letter helps.

You may also be able to obtain assistance from your Microsoft Dynamics RMS Partner (or someone else on this forum may have some ideas to share). If you do not have a Microsoft Dynamics RMS Partner, Microsoft offers paid RMS support at 888-477-7877. RITE also has 11 RMS support techs and can be reached at 888-267-7483.

Please let me know if I can be of further assistance.

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Kevin Antosh responded on 1 Nov 2018 1:04 PM
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also - just had a retailer let me know that they just had to check their TLS settings in Windows and now everything works fine again.

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