We use seven MX915 EMV pinpads at our Box Office windows, which communicate with our database server's triPOS service. Once we got these working back in 2016, they were mostly trouble-free, and went unused for 18 months post-March 2020. Now we are open again and trying to use the pinpads again, and find that on some days they are stuck on a system screen.
According to WorldPay support, a device stuck at this screen suggests that it suffered some sort of connectivity interruption between itself and our server and/or WorldPay. We are unaware of any such issue over our network, and are at the point of trying to interpret the triPOS log files. There are three of these, and the output sent to them is bewilderingly verbose. For a while, it appeared that "PIN pad configuration status True" messages for each pinpad suggested that they were up and ready to process, but yesterday at least one pinpad was stuck despite that "true" log message.
Anyone have any informative experiences or tips they can share?
Thanks.
I am not sure if this qualifies as an "informative experience", but when I was working with our MX915s (USB connected to computers) a few weeks ago, they would also get stuck on a system screen. For some of them, simply logging into Tessitura and clicking on the EMV button like we were going to process a transaction (and then just cancelling it) cleared out this screen on its own. For others, I had to reconnect the USB cord, restart the service and let them connect and download some update files to clear the message.
EMV readers/payment devices in general are the bane of my existence. Even more than ticket scanners. Best of luck.
John A. Moskal II said:(USB connected to computers)
I should have been clearer; our are connected via TCP/IP. Judging by support responses, I think we were the first org to try this in 2016.
John A. Moskal II said:simply logging into Tessitura and clicking on the EMV button like we were going to process a transaction (and then just cancelling it) cleared out this screen on its own.
I think staff has usually tried this, but I'll make sure they add this to their pre-asking-for-help checklist.
John A. Moskal II said:EMV readers/payment devices in general are the bane of my existence.
Amen, brother. :-)
While we don't use that model, our devices are also from Verifone. We've experienced similar issues and have found that disconnecting the payment device from power, shutting down the PC, reconnecting the device to power, and then booting the PC again often helps.
Dan Ruth said:have found that disconnecting the payment device from power, shutting down the PC,
Our window PCs connect to triPOS and the pinpads over TCP/IP, so there is no physical connection between them. We have found that restarting a stuck pinpad any way other than via restarting the triPOS service tends not to un-stick the device.
Hi all,
We are also having trouble with our MX915s (USB) post- reopening, where they like to *not* show our logo on the idle screen until we initiate a transaction, and may sometimes also decide to go back to displaying system info after a period of no use (box office windows are generally quiet until show time). Does anyone know of a magic solution to preventing the display of system info other than periodically hitting the emv button in a transaction, or restarting the tripos service? There are concerns about it not being a good look when the logo isn't up
Thanks,Kathleen
We've found that our EMV machines (Mx915 USB, not TCP/IP) got stuck on the system information display quite frequently after updating to the latest TriPOS version. To get the EMV out of the system information display we go into device manager then disable the port (com9) that the EMV is connected under, then enable and reboot. After the reboot the EMV is able to continue booting to our ready page. Restarting the TriPOS service and/or the computer did not work like in previous versions of the TriPOS software.
Seems like a software issue.
Kathleen Smith said:or restarting the tripos service?
That has been our method. I've scheduled a daily restart of the service, which seems to have mostly resolved the issue of getting stuck on the system screen, for us.