SHOPAK Network Information PP 221 T2 Secondary Training Client Services Continuing Education Series Technical Support : Petroleum Author : Anita Richardson

SHOPAK Network InformationPP 221 T2 Secondary Training

Client Services Continuing Education Series

Technical Support : Petroleum

Author : Anita Richardson – Tier 3 Escalation

Verifone Confidential

Copyright

Copyright 2009 VeriFone, Inc. All rights reserved.No part of this publication may be copied, distributed, stored in a retrieval system, translated into any human or computer language, transmitted in any form or by any means, without the prior written consent of VeriFone, Inc.

VeriFone, Inc. is a registered trademark of VeriFone, Inc. All other brand names and trademarks appearing in this manual are the property of their respective owners.


Table of Contents

Objectives

Review

Quiz

Questions or Comments?


Objectives

Network Basics

Network Communications

Troubleshooting

Network Specifics


Network Basics

SHOPAK software uses the SCCN - Shell Credit Card Network.

Network phone number: 1-800-238-0343 The merchant ID (or site ID as

Shell calls it) is 7 characters while the retailer ID is 11 digits.

Table loads can be requested under certain conditions (not to be used as a troubleshooting tool). The table load contains the entire credit card table and the values can only be changed by SCCN.


Network Communications

All sites are VSAT connections with a RS232 connection from usually comm port 1 on the ruby (comm port 2 on sites with hpv-20 and/or sapphire) to a Hughes 5000 PES.

The comm opt dip switch must be in the “up” position.

Sites are running in fallback when the message “network offline” is displayed. Site may also be prompted to “call for voice authorization”.

A Network Test or pre-auth can be run from network mgr or the network function key to test for network communications.


Troubleshooting

Network Offline: some things to check for:• Bad weather? This can disrupt

network communications and cause intermittent issues.

• Printer working? There must be a working printer for network communications. Check the alarm line for printer errors. On sapphire sites, check the journal printer (the white printer) for errors when the alarm line displays “printer unavailable, journal blocked, or printer comms error”. Usually this printer is out of paper!


Troubleshooting

Network Offline: (cont.)• Journal printer printing line

up/line down? This is an indication of a stuck transaction. To resolve, go to Network Manager – Store and Forward - #3 Delete single stored sale.

• Check the lights on the PES. Steady lights or orange lights usually indicate a problem with the vsat equipment. This can also be an indication of bad weather. Conference SCCN.


Troubleshooting

Network Offline: (cont.)• If all of the above are

functioning normally, some other things to try…

• Reset comm cable on ruby/sapphire. Comm port can be found by listing out the iocfg in the Maintenance menu and checking for net1.ldm – dev/com? (may also want to check for any port conflicts)

• List out the file information in the Maintenance menu and check for vsat.ldm and tccn.ldm under the “Network 1” heading. You may see the msg “network unavailable” when a file is corrupt.

• Conference SCCN


Troubleshooting

Unable to reconcile nw totals, cont. Y/N? when doing close shift/day: some things to check for…

NOTE: answering yes to this question will result in closing ruby totals but not network totals. It is best to say “no” and proceed with troubleshooting. If a site states they did not get their network report this is because they selected yes to continue.

• Network offline displayed? Troubleshoot network comms.


Troubleshooting

Unable to reconcile nw totals, cont. Y/N? when doing close shift/day: (cont.)• Is site communicating with

the network? Check for nw comms by running a network test.

• When was the last day close? The network only allows 1 close day in a 24 hr. period. Check opt. 13 in reports to confirm. If there is a close showing from this time frame of when they usually close may want to try to reprint it from opt 13. (they may have had printer issues, etc)


Troubleshooting

Unable to reconcile nw totals, cont. Y/N? when doing close shift/day: (cont.)• If site did close day within

24hrs and they would like to close again. (for example they accidentally closed a few hours ago) Conference in SCCN and have the network reset the flag so they can close day.

• Was there a network outage? Sometimes after long outages, the network will automatically close out sites. Conference SCCN to confirm.


Troubleshooting

Negative/positive stored sales on the nw report. (procedure also found on the KB)• If the amount is increasing or

decreasing everyday, this is correct and how the store and forward reporting functions.

• If there is a “stuck” transaction in the report, make sure it has shown up on more than one close report.

• Print out the store and forward report, and verify that there are no stored transactions.


Troubleshooting

Negative/positive stored sales on the nw report. (cont.) to correct the issue:• Close day.• Conference in SCCN to verify

the totals have cleared to the network.

• Set up ruby for a dial in.• Dial in and download clrtot.ldm.• Start clrtot.ldm and wait 1 min.

and then remove clrtot.ldm. • Reboot the ruby.• Recommendation of upgrade to

current version of software to resolve possible future issues.


Troubleshooting

DCR rejects. If the credit card works inside but is rejected by the network at the DCR, this could be due to security enhancements set for certain sites. Conference SCCN to confirm.

Debit issues at the DCR. (and debit works inside) Check Site Parameters-DCR Site Parameters in Fuel Mgr menu to make sure debit is enabled. If yes, then conference SCCN to have the credit card table resent.


Network Specific

Multiple MOP: Yes, v3.06.xx, Up to 4 network MOPs or as many non-network as needed. (previous versions only 1 network mop and must be used last)

Manual entry: Yes, after 3 slide attempts (some cc types do not allow for manual entry)

Error M key on pinpad: Replace pinpad (encryption is lost)

Terminal limits: 500 transactions/ day and shifts/ day

Auto Fast Credit Close Out. (v3.06.xx) Fast credit trans are automatically closed out without the cashier pressing pump # and fuel. (the setting for this is mgr-sales config #55 auto fast credit prepay cashout).


Network Specific

Gift card v3.06.xx• Up to 5 gift cards may be sold in one

trans.• A void ticket key press will allow all

gift cards in a trans to be deactivated or void line will remove a single one.

Gift card setup v3.06.xx:

• Make a “gift card dept” in Mgr-Dept file with a product code of 33.

• Go to sales config and set the gift card dept. # as defined above.

• Make a soft key defined with “other keys” # 48 for gift card purchase.

• (no need for using the nw function key)


Network Specific

Fraud Enhancements. Shell can now arm sites with fraud control measures:• Requiring zip code prompting.• Barring reuse of a card until 25

others have been swiped when host is offline.

• Setting default postpay DCR fueling limit of $100.

• Disabling hot DCRs


Network Specific

Product Codes can be found in the network profile or listed out from the Network Mgr menu.• 3.06.xx allows for 3 digit prod

codes.• The prod codes for Ethanol

based and Hydrogen fuels can be found in the release notes.

Network specifics can also be found in the release notes and the network profile. Be sure to check the release notes for updates.


Review Shell network is a vsat

connection usually on comm 1 or comm 2 (sapphire).

Sites are running in fallback when Network Offline is displayed.

A network test (nw mgr) or pre-auth can be run to test network communcations.


Review When Network Offline is

displayed, check for the following:

Bad weather? Printer working? (check for printer

errors incl. journal printer at sapphire sites)

Printer showing line up/line down? Stuck transaction- delete single stored sale.

Check PES for errors/toggling lights. Reset comm port. Perform a network test. Check file information for tccn.ldm

and vsat.ldm If not able to resolve, conference in

SCCN. 1-800-238-0343


Review Unable to reconcile network

totals, continue y/n? check for the following:

Check for network communications.

If network offline is displayed, troubleshoot nw comms.

When was the last close day? Was there a network outage for

a long period of time? (network will automatically close totals)

Conference in SCCN to reset flag if site needs to close again if less than a 24 hr period.


Review Dcr rejects. Confirm with SCCN

if site has fraud/security enhancements.

Debit issues at the Dcrs but works inside. Make sure debit is enabled. Conference SCCN to resend the credit card table.

Negative/positive stored transactions on nw report (v3.04.xx or lower). Check for stored trans in ruby, stuck trans showing more than 3 days, amounts decreasing/increasing. Follow procedure on the KB.


Review Network product codes can be

listed out in the network mgr menu or found in the network profile.

Check the release notes for updated network information and specifics.


Quiz When a site calls in with the

ruby displaying “Network Offline” what 6 steps would you take in troubleshooting?

How do you test for network comms at a SHOPAK site?

If unable to resolve “Network Offline” with troubleshooting, what is the next step to take?

If a site is trying to close day and they get the message “unable to reconcile network totals, continue Y/N?” what should you do?


Quiz When having debit issues at the

DCRs, what steps should be taken to resolve?

How can you find the product codes for a SHOPAK location?

Where can you find updated information for SHOPAK software?


Questions or Comments?

Please email your quiz answers to i_hdtraining_completed.

If you have any questions please see your manager or your training representative.

Documents

SHOPAK Network Information PP 221 T2 Secondary Training Client Services Continuing Education Series Technical Support : Petroleum Author : Anita Richardson