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Papercut: POS Troubleshooting

POS is down

  1. Inform Debbie and Ruth.
  2. While the POS is down we will not be able to process any transactions.
    • Students can add value to their Papercut account themselves online.

Troubleshooting - General

To open the cash drawer without a transaction, you must be logged in then press No Sale.

  1. Press Clear.
  2. If that doesn't work press and hold the power button on the underside of the screen toward the right hand side for about 3-5 seconds.
    • The POS should then boot up.

If on the POS a Processing message or a Host unreachable message comes up when trying to connect to the PIN Pad :

  1. Check that the TranCloud lights are on on either side of the blue data cable.

 

  1. If the lights are off unplug the black power cable from the TranCloud and leave it unplugged for 5 minutes.
  2. After 5 minutes plug the power back in.
  3. If the lights don't come on shortly, wait for approximately 5 minutes and then check again.
  4. If the lights still don't come back on let Debbie and Ruth know.
  5. While the TranCloud is down we will not be able to accept debit or credit card payments, only cash.

For the most part you should never have to power off the POS but if the screen is stuck or if we are warned that there will be a power outage:

  1. Hold the power button on the underside of the screen toward the right hand side for about 3-5 seconds.
  2. To turn back on, wait at least 10 seconds and then Hold the power button on the underside of the screen toward the right hand side for about 3-5 seconds until screen turns on.

  1. If there has been a power outage, also check to make sure that the Tran Cloud box has power.
  2. Check that the TranCloud lights are on on either side of the blue data cable.

 

  1. If the lights are off unplug the black power cable from the TranCloud and leave it unplugged for 5 minutes.
  2. After 5 minutes plug the power back in.
  3. If the lights don't come on shortly, wait for approximately 5 minutes and then check again.
  4. If the lights still don't come back on let Debbie and Ruth know.
  5. While the TranCloud is down we will not be able to accept debit or credit card payments, only cash.
  1. Tap anywhere on the screen to wake it up.
  2. If that doesn't work press and hold the power button on the underside of the screen toward the right hand side for about 3-5 seconds.
    • The POS should then boot up.

The time on the POS will update automatically but in order for the Moneris PIN pad time to change, it must first have a transaction sent to it.  Once a transaction is sent the time will automatically update.

If the touch screen is not responding well when touched, let the Library Resources Technicians know right away.  They can reset the screen sensitivity.

Troubleshooting - Workflows

Currently we have no way to void a Workflows transaction after it has been paid.

Prior to a debit or credit card payment going through the patron has the option to press CANCEL on the PIN pad but if it is a cash payment that was made in error we have no way to correct it.

  1. Immediately after the transaction is completed go into any of the options on the Home Screen (e.g. Fines & Fees, Papercut or Sales).
  2. Press the REPRINT RECEIPT button.
  3. Write a note explaining what happened (either on the receipt or on a separate piece of paper) and put the receipt and note in the POS drawer. 

If payment is accepted in the POS but not applied in Workflows:

  1. Let Debbie and Ruth know right away.  They will need:
    • The patron information from Workflows.
    • The transaction information from the POS i.e. the information from the journal.
  2. Manually pay the bill in Workflows using Paying Bills.

Troubleshooting - POS Errors

Error Message What Button Did You Press? What has happened How to proceed
Cannot Change Cashiers During A Transaction - Must be Completed by [initials]   The previously logged in staff person was disconnected from the POS with an uncompleted transaction.
  1. If the staff person is still available have them login and complete or cancel the transaction.
  2. If the staff person is not available power the POS off and then back on.
    • Hold the power button on the underside of the screen toward the right hand side for about 3-5 seconds.
    • To turn back on, wait at least 10 seconds and then Hold the power button on the underside of the screen toward the right hand side for about 3-5 seconds until screen turns on.
ERROR 003327: TRANSACTION NOT COMPLETE - Falied on Ethernet Access. Ip:##.###   Moneris PIN pad connection is down.
  1. Try unplugging the PIN pad power to reset.
  2. If that does not resolve the issue, report to IT
  3. Let the LRTs know.
Host unreachable. Clear Trying to connect to the Moneris PIN pad for a transaction or to close the batch If there has been a power outage sometimes the connection between the TranCloud box, the POS and the Moneris PIN pad will be lost. See the Troubleshooting - General box / POS not connecting to PIN Pad tab.
TRANSACTION NOT COMPLETE - The CANCEL key was pressed in response to a cardholder prompt on the PED   The patron has pressed Cancel on the PIN Pad.
  1. Press OK.
  2. Press CANCEL on the POS screen.
  3. Press Yes to confirm the Cancel.
  4. Start the transaction over.
Warning: Your auth code expires in 14 days.     Report to LRTs.
Zero price items are not allowed - CLEAR   When doing a Paid Out, you have pressed the Paid Out button before entering the amount to be paid out.
  1. Press Clear.
  2. Press the Back button (next to the HOME button at the top right corner).
  3. Press Payout Papercut to start the transaction over again.

Note: If you after pressing Clear you don't press the Back button, the transaction will be recorded as money coming in instead of money being paid out.