Investigating POS Service Issues - Revision history

Brant at 00:44, 22 December 2016

2016-12-22T00:44:01Z

Brant at 04:13, 26 September 2016

2016-09-26T04:13:43Z

Brant: Created page with "==Pos Service Statuses== Click the POS Service light to expand it and obtain the specific message. Red
2016-09-26T03:41:57Z

Created page with "==Pos Service Statuses== Click the POS Service light to expand it and obtain the specific message. Red</spa..."

New page
==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
{| class="prettytable"
|
|-
| '''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 affected 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.
[[File:networkprofile.png|border|650px]]
* Check the POS Service log (located in C:\ProgramData\MagentaPOS\C-Program Files (x86)-Magenta Retail-EEPOS) for any errors.
* 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.