If you have noticed that your terminal has stopped working or sending clocking data through, there are a few initial steps that you can try in order to resolve this:
Checking for a heartbeat
A good place to start is checking whether the terminal is bringing back a heartbeat to Chronicle.
This can be located within the settings under 'Terminals' then the relevant option of either 'Setup Terminals' (For Maximus 1/2's & Paymates) or 'Setup GT/IT Terminals' (For GT or IT11 terminals).
Most terminals bring back a heartbeat every minute or two.
If there is a heartbeat, but it is not recent it suggests that the terminal has lost connection and is unable to process data to Chronicle.
An initial check may be speaking to your internet provider as they could be experiencing issues - this would apply if the connection is being affected throughout the business.
Resetting the device
After checking for a heartbeat, the first option should be to restart the device.
Firstly, visit the terminal and ensure that the terminal has both the power cable and ethernet cable plugged in appropriately as it could simply be the case that one has these have fallen out.
If both are appropriately plugged in - remove these from the device to ensure it turns off.
After around 60 seconds, plug them back in and allow the start-up process to take place.
Please note: You may need a key to open the terminal that accompanied the terminal or that was left by the Chronicle engineer. If you have no key please email us a support ticket and we can send you a new one via courier.
Once the device has reset, check Chronicle to see if a heartbeat has been returned.
Checking the ethernet cable
Sometimes, the lack of connection can be due to the ethernet cable itself. It may be that this cable is no longer providing a connection.
We advise testing this cable by removing it from the terminal and then plugging it into a computer/laptop (That is NOT connected to WIFI) and attempt to access any website using that as the primary connection.
If no connection is made after doing this, it will be worth replacing this cable.
Another issue that can be caused is that it has been unplugged at the source - You should also check whether the cable has not been removed or has fallen out of its source.
Firewall
If the terminal was working as intended for some time but then suddenly stops - It could be that some changes have been made to your companies firewall settings and the required links are no longer allowed through.
If you do believe this to be the case, please contact us and our support team will be able to provide the appropriate information for you to ensure the correct links and ports are allowed through.
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