It’s no fun: the customer runs a card on your payment unit, and it says Bad Communication (or TCP error on a Verifone device). Customer sez she/he just used the card so it must be your machine.
Yep, it’s your machine all right. That error message can only mean one thing: it’s not communicating with the bank’s server. Maybe there was a power outage, a storm or something. Doesn’t matter. You want your customer to pay—not walk away.
Your first instinct might be to call the helpdesk but wait…
I’m gonna give you the troubleshooting drill right now. Let’s see if we can get your money-maker shakin’ again in 5 steps that take no more than 5 minutes.
Step 1: Unplug the power from the payment unit. Make a note of what you’re unplugging from where.
Step 2: Unplug the internet router from the power source. (If you are using a secondary switch or router, unplug it as well.) Look at the clock and count down 1 full minute. “How about this weather, hah?”
Step 3: Plug the router back into the power source. Now, wait another minute, please. We’re on our way. The router lights should start flickering. (If you have any secondary switch or router, plug it in once the main router is powered up.)
Step 4: Plug the power back into the payment unit. Let it advance to the sale screen. (If you see a different display, select Payment App to get you to the sale screen.)
Step 5: Finally, take out your own debit card and ring through a sale for 1 penny. A nickel if you can afford to show off.
If you see approved, YOU HAVE DONE IT!
Do your happy dance and put your customer through!
8 times out of 10, this troubleshooting procedure will put you back online. If it doesn’t, your customer and your helpdesk will appreciate the effort. You did your best. You are the best.
Print this up and put it near your POS machine. Or bookmark canuckcovers.ca and come visit us whenever you need the best protection against drops, cleaners, liquids for payment units anywhere.
Good day and good luck from…
