Skip to end of banner
Go to start of banner

FasCard Satellite Troubleshooting Connectivity

Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 4 Next »

If the satellite is down and the card readers cannot connect to the satellite, the reader will still remember the last 1,000 cards that have been used in the system. So a customer would still be able to use the machines with card or coin. 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:

If you see this icon:  This would indicate the Satellite is not receiving an internet connection.

Solution:

Reboot all internet devices. The sequence is important:

  1. Disconnect power from all devices including: Modem, Routers and the Satellite. The Satellite has two possible power sources.
    The most common is the PoE power supply which looks like this:
     If your Satellite has only a single network cable plugged in then it is using this device.
  2. Power on the Modem first and wait for the device to come back online completely (usually 5 minutes).
  3. Power on any Routers or any other devices you may have plugged into the Modem. Wait for them to come online completely.
  4. Plug the power in for the Satellite and wait for the Satellite to come online. The Satellite will beep once then after 30 seconds it will beep 2 more times. After that point the reset is complete and the system should come back online. If it still does not come back online you may want to confirm your internet connection is active by connecting a device to the modem or router and trying to access the internet.

 

Problem:

If you see this icon: This would indicate the Satellite is not communicating with the readers.

Solution:

  1. Unplug the PoE Power supply for the Satellite: Wait 10 Seconds and plug the PoE power supply back in.
  2. Wait 3 minutes and check for connection to the readers.

 

View Diagnostics Screen on Reader

  1. Swipe diagnostic card 999345678912, manager card 999234567890 or cycle power on the reader and press all three buttons simultaneously
  2. Scroll down to 'Diagnostics Menu' and press '-' key
  3. Scroll down to 'Show satellite status' and press '-' key
  4. Example screen shown below
  5. The text next to Net will change based on connection state

 

SAP was previously onlineSAP has never been online
Connect to FasCard account to check status of satellite (rows showing in Red are offline).
Verify the satellite firmware version is current.Follow install guide - FasCard System Installation (with POE)
Reboot FasSat software from the Status tab on the admin site.Verify MAC address on the bottom of the satellite matches the one entered to the account.
Power cycle satellite via POE adapter on wall outlet.Make sure internet is working by using a laptop to access websites. If not call ISP.
Use a card reader for: Satellite Network Status DiagnosticsReboot the modem, then router (if applicable) the power cycle the satellite.
Check with a server admin to see if satellite is communicating at all.
  • No labels