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(WIP) Satellite Access Point (SAP) Troubleshooting Guide

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Overview

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. 

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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 an outage. Additionally, the use of the SUPERCARD will allow machine starts 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. 

Symptom: Internet Down Icon Appears on FasCard Readers

F1 Icon

F2/F3 Icon

These icons indicate that the SAP is unable to connect to the internet, preventing normal credit and loyalty card processing.

Solution: Reboot all Internet Devices 

Disconnect power from modem, router(s) and the SAP. The SAP has two possible sources - Power over Ethernet or AC Adapter (do not use both types of power sources).

Fig. 1a - PoE Adapter, Top View  Fig. 1b - PoE Adapter, Side View  Fig. 1c - Satellite Access Point, Rear View

  1. Reconnect power to modem first and wait 2-5 minutes for it to come back online completely.

  2. Reconnect power to personal network devices (router/switch) and wait for them to come back online completely.

  3. Reconnect power to satellite and wait 60 seconds for it to come back online completely. The satellite will beep once then after approximately 30 seconds it will beep twice more.

  4. If the card readers still do not come back online, attempt to reach to reach an outside website (perform a new Google search to prevent appearance of cached pages).  

    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.  


Symptom:  Wireless Alert icon Appears on FasCard Readers


F1 Icon

F2/F3 Icon

This icon indicates that the card readers are not communicating to the satellite itself and is not dependent upon an active internet connection.  

Solution 1:  Reboot FasCard reader

If one card reader is displaying the Wireless Alert icon, power cycle the reader.  This may require a power cycle of the machine to accomplish, depending upon installation.  If issue persists or if multiple card readers are displaying the Wireless Alert icon, proceed to Solution 2, below.

Solution 2:  Reboot Satellite

  1. Disconnect PoE adapter (shown above, Fig. 1a)  from the wall for 30 seconds, then reconnect. Check card readers again after 3-5 minutes.

  2. If issue persists, reboot all internet devices as shown here.

  3. If issue still persists, contact CCI for further troubleshooting support.


     



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