Investigating POS Service Issues

Pos Service Statuses

Click the POS Service light to expand it and obtain the specific message.

Red:

• POS Service is stopped – “POS Service stopped”

Yellow:

• POS Service is in the process of starting – “POS Service starting”
• POS Service is in the process of stopping – “POS Service stopping”

Orange:

• No connection to local EEPOS database – “No connection to database”
• No connection to store server – “No connection to store server”
• No connection to replication source – “No connection to replication source”
• Store Server is updating – “Store Server update in progress”
• EEE is updating – “EEE update in progress”

Green:

• POS Service is running – “POS Service Running”

POS Service issues

If the POS Service light is orange, review the table below to determine the potential cause/resolution

Status	Potential cause	Solution
No connection to database	SQL Server Service is not running	Start the SQL Server (MAGENTAPOS) Service
	EEPOS database is not accessible	Ensure EEPOS database is in a valid state. If EEPOS database is inaccessible or in an error state, contact Magenta Support.
No connection to store server	Store server is offline or inaccessible	Ensure the store server is online and accessible
	Network connectivity issues	See Network checks section below
No connection to replication source	Replication source is offline or inaccessible	Ensure the replication source is online and accessible
	Network connectivity issues	See Network checks section below
Store Server update in progress	Store server is updating	Ensure store server has completed updating. If update has already completed, status will automatically reset after an hour.
EEE update in progress	EEE is updating	Ensure EEE has completed updating. If update has already completed, status will automatically reset after an hour.

Network checks

• Reboot the machine. Temporary network issues are commonly resolved through a simple reboot.
• If the till is a store server:
  • Check that the EEE database server is able to resolve the correct IP address of the EEPOS till by performing a ping using the hostname
    • In Command Prompt, type “ping <hostname>” and press enter (e.g. “ping TILL01”)
  • Check that the EEPOS till is able to resolve the correct IP address of the EEE database server by performing a ping using the hostname
    • In Command Prompt, type “ping <hostname>” and press enter (e.g. “ping EEESERVER01”)
• If the till is not a store server:
  • Check that the till is able to resolve correct IP address of the store server by performing a ping using the hostname
    • In Command Prompt, type “ping <hostname>” and press enter (e.g. “ping STORESERVER01”)
  • Check that the store server is able to resolve correct IP address of the till by performing a ping using the hostname
    • In Command Prompt, type “ping <hostname>” and press enter (e.g. “ping TILL01”)
• Ensure the network profile is set to the correct profile (Network and Sharing Centre)
  • Most companies have policies set to apply to a private/domain profile, and a network issue has caused the profile to change to a different profile.
  • 
• Check the POS Service log (located in C:\ProgramData\MagentaPOS\C-Program Files (x86)-Magenta Retail-EEPOS) for any errors.

Please note, the following DTC checks are only applicable to versions of POS earlier than 1.86.

• If any errors relate to DTC/MSDTC (try each step below, restarting the POS Service between each change and reviewing the POS Service):
  • Restart the Distributed Transaction Coordinator, or start it if it is not running.
  • Reboot the machine.
  • If the error relates to “MSDTC is unavailable”, in Command Prompt (elevated), run “msdtc -resetlog“. This will clear out the DTC log.
  • If the error relates to “MSDTC is unavailable”, and the reboot/resetlog did not resolve the issue, uninstall and reinstall DTC (note that this will require another reboot after DTC has been reinstalled).
    • In Command Prompt (elevated), run “msdtc -uninstall“.
    • In Command Prompt (elevated), run “msdtc -install“

• If the above did not resolve the issue, check Event Viewer for DTC related errors, and resolve.

Contact Magenta Support if you are still unable to resolve the issue.