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 remembers the balance of 1,000 previously used loyalty accounts. Once the satellite comes back online it will then sync with the readers and reflect the transactions.
Quick Reference For Diagnosing System Outage
If your system goes down or you are unable accept credit cards, two possible problems may exist. Simply checking the readers will give you enough information to diagnose an outage. An icon will appear in the top right hand corner of the display on the reader.
Problem: (Internet Down icon) Satellite cannot get online
Solution: Reboot all internet devices
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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: Reboot all Internet Devices
Disconnect power from the modem, router(s) and SAP. The
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SAP has two (2) possible power sources -
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Power over Ethernet
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or AC Adapter
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(do not use both types of power sources).
- Reconnect power to the modem first and wait
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- for it to come back online completely.
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- Reconnect power to the personal network devices (router and/or switch) and wait for them to come back online completely.
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- Reconnect power to the Satellite and wait 60 seconds for it to come back online completely.
- The Satellite will beep once
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- , then twice more.
If the card readers still do not come back online,
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attempt to reach
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Problem (Wireless Alert icon) Reader has no connection to Satellite
Solution: Reboot SAP
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an outside website (perform a new Google search to prevent the appearance of cached pages).
Symptom: Wireless Alert Icon Appears on FasCard Readers
These icons indicate that the card readers are not communicating with the Satellite itself and are not on an active internet connection.
F1 Icon | F2/F3 Icon |
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Solution 1: Reboot FasCard Reader
If one (1) card reader is displaying the Wireless Alert icon, power cycle the reader. This may require a power cycle of the machine to accomplish this, depending on its installation. If the issue persists or if multiple card readers are displaying the Wireless Alert icon, proceed to Solution 2, below.
Solution 2: Reboot Satellite
- Disconnect power from the Satellite for 30 seconds, then reconnect it.
- Check the card readers again after 3-5 minutes.
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View Diagnostics Screen on Reader
- Swipe diagnostic card 999345678912, manager card 999234567890 or cycle power on the reader and press all three buttons simultaneously
- Scroll down to 'Diagnostics Menu' and press "-" key
- Scroll down to 'Show satellite status' and press "-" key
- Example screen shown below
- The text next to Net will change based on connection state
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- If the issue persists, reboot all internet devices as shown in Solution: Reboot all Internet Devices, above.
- If the issue still persists, contact CCI for further troubleshooting support.
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