Troubleshooting Paytronix Controller (PXC) Installation & Upgrade

The Controller is designed to be easy-to-install and require little maintenance. Below are recent, resolvable errors found in the Controller log. These errors may present as “Paytronix unavailable,” “Unavailable; contact manager,” “Could not connect to <IP>” or similar POS messages. Viewing the Controller log will give a good direction to start troubleshooting.
Common files exist in one of two paths (on BOH) and online (PXS):

Exception in URL connection: Connection Timeout
Exception in URL connection: Credential,
Ignoring MAC address / Ignoring Credential file
No matching agent
“Unable to connect to Paytronix. Check network connectivity”,
PXC did not respond to a request
Actor not found
java.sql.SQLException
PXC won't start - “MAC address cannot be found”,
POS Specific Issues

The PXC is failing to connect to PXS. Check C:\Paytronix\logs\pxcontroller.log for one of the following lines:

Most resolutions involve firewalls for open ports. Please contact Paytronix Support with the Controller log to book a screenconnect.

Credential issues will cause the PXS to refuse a connection to the PXC (PXC-PXS traffic is crucial for complete transactions).

Verify the MAC address of the BOH server via Start > <cmd> ipconfig/all > wireless LAN adapter wifi or Ethernet adapter physical address > XX-XX-XX-XX-XX-XX.

This means that the existing credential file on the machine is either corrupt OR the credential file for the MAC address is not present.

Create and download a new credential from PXS > credentials, insert into C:\Paytronix\credentials, and restart the PXC.

Check PXS for the security agent to be active for the store. If so, contact Paytronix Support for further assistance.

This is likely an internet issue at the merchant/store level. Paytronix is not positioned to administer firewalls, and this will need to be investigated by Tier 1 POS support/the IT administrators. Things for PX to verify include:

With this, find PXS > Credentials and make a new credential for the individual store. This will generate a credential file, which can be inserted (on BOH) to C:\Paytronix\credentials. Restart the Controller service.
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After installing the PXC, verify in C:\Paytronix\credentials there is an active credential file. If not, download from PXS > credentials > store number > download credential, and insert into C:\Paytronix\credentials. Restart the Controller service.

This is often a port issue. Ports are required to be open for successful PX traffic. Ports may be changed for select integrations (Aloha) but must be changed on both config files on BOH and terminals to match. A port mismatch will also produce this error. If ports need to be changed, they must be changed on both the BOH config file, and on the terminal config file. This may take a database reload/POS restart.

This is resolved by downloading the install pack from PXS > security agents > download configuration kit, and inserting the files manually into the respective C:\Paytronix folders

If the PXC will neither start nor remain running, search for this error in the Controller log. This indicates a corrupted data folder within C:\Paytronix. Stop the PXC, delete the data folder entirely, and restart the PXC.

When the PXC is installed on a non-English language machine, by default the Paytronix Controller service does not start because the MAC address cannot be determined. The PXC determines the MAC addresses by parsing the output from the Windows ipconfig.exe executable. However, the ipconfig method does not work if the system's language setting is non-English.

How do I resolve this error?
Contact Paytronix Support with the Controller log to book a screenconnect.

For POS-specific errors, please consult the guide for your POS: