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If the satellite is offline, card readers cannot accept credit cards but equipment can still be operated by coin. In case of such an outage, the satellite retains the balance of the 1,000 most recently used loyalty accounts. Once the satellite comes back online it will sync with the readers and reflect the transactions.
Quick Reference For Diagnosing System Outage
If you are unable accept credit cards or loyalty cards, two possible problems may exist. An icon will appear in the top right hand corner of the display on the reader to indicate the nature of the outage.
Symptom: Internet Down Icon Appears on FasCard Readers
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This page is intended to provide the latest details about troubleshooting the FasCard Satellite Access Point (SAP) that connects to all the FasCard readers and equipment. |
Satellite Outage
In the event that the Satellite is offline, the card readers will not be able to accept payment via credit cards if the 'Offline Auth Amount' has not been assigned a value greater than $0.00. If coin payments are accepted, they will continue to work during such an event. Likewise, a loyalty card can be used if it has been cached as part of the last 5000 accounts that were saved by the Satellite prior to the outage. Additionally, the use of the SUPERCARD will allow the machine to start only when the Satellite is offline.
Once a Satellite is brought online, it will synchronize with the readers to update all account balances and transactions that occurred during the outage.
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While using a cell phone or other wireless device that utilizes a 4G/LTE connection, it is possible to connect to a wireless network and still connect to the internet using cellular service if the store's internet is down. It is for this reason that the recommended method for verifying store internet requires a laptop or other PC that does not use cellular service for internet connectivity. Ideally, verifying there is an internet connection via an Ethernet cable would assist with the troubleshooting process. |
Symptom: Internet Down Icon Appears on FasCard Readers
These icons indicate that the SAP is unable to connect to the internet, preventing normal credit and loyalty card processing.
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Solution:
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Reboot all
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Internet Devices
Disconnect power from the modem, router(s) and
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SAP. The
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SAP has two (2) possible power sources -
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Power over Ethernet or AC Adapter (do not use both
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types of power
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sources).
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- Reconnect power to the modem first and wait
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- for it to come back online completely.
- Reconnect power to the personal network devices (router and/or switch) and wait for them to come back online completely.
- Reconnect power to
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- the Satellite and wait 60 seconds for it to come back online completely.
- The
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- Satellite will beep once, then
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- twice more.
If the card readers still do not come back online, attempt
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to reach an outside website (perform a new Google search to prevent the appearance of cached pages).
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Note that while using a cell phone or other wireless device that utilizes a 4G/LTE connection it is possible to connect to a wireless network and still connect to the internet using cellular service if the store internet is down. It is for this reason that the recommended method for verifying store internet requires a laptop or other computer that does not use a cellular service for internet connectivity. |
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Symptom: Wireless Alert Icon Appears on FasCard Readers
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These icons indicate that the card readers are not communicating
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with the
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Satellite itself and
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are not
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on an active internet connection.
F1 Icon | F2/F3 Icon |
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Solution 1:
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Reboot FasCard
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Reader
If one (1) card reader is displaying the Wireless Alert icon, power cycle the reader.
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This may require a power cycle of the machine to accomplish this, depending
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on its installation.
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If the issue persists or if multiple card readers are displaying the Wireless Alert icon, proceed to Solution 2, below.
Solution 2:
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Reboot Satellite
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- Disconnect power from the Satellite for 30 seconds, then reconnect it.
- Check the card readers again after 3-5 minutes.
- If the issue persists, reboot all internet
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- devices as shown
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- in Solution: Reboot all Internet Devices, above.
- If the issue still persists, contact CCI for further troubleshooting support.
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