If a store is having issues processing Paytronix transactions, checking the store connectivity status is a great first step to determine if it is a connection issue or a POS configuration issue. Please note that these steps are only applicable for POS systems that utilize a PXC or CSL.
From the PXS Merchant Portal, navigate to the Connectivity Status page via Customer Service:
On the Connectivity Status page, you will see a connectivity status for each store:
GREEN
If the store is green, it can connect to Paytronix. There might be an error in the Paytronix configuration in the POS database, or an issue with the POS itself. Making any changes to the POS will affect all normal POS operations. For this reason, we recommend contacting your organization's Paytronix Administrator before making any changes.
YELLOW OR RED
If the store is yellow or red, this may indicate a network issue. Check your Internet connection for other applications. If it is not a network/Internet issue, it may be an error in the Paytronix configuration in the POS database, or an issue with the POS itself.
Most common causes:
The Internet is down. If you cannot connect to other apps, contact the Internet Service provider for your location. Paytronix will reconnect once the internet connection is restored.
Is the Controller service running? After a server restarts, occasionally the Controller will not start due to a timeout. Check Services > Paytronix Controller. The status should show two options: either stop or restart the service. If the service indicates Start, start the service.
If the service starts but does not remain running, pull the pxcontroller.log file (C:\Paytronix\logs\pxcontroller.log) and send to Paytronix Support.
Was the back-of-house POS machine (or hardware in the machine) replaced, updated, etc.? You may need a new credential or otherwise need to check the Paytronix installation on the BOH machine. Contact support if you need assistance.
For additional assistance, please contact Paytronix Support.