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, 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:
Note: This is a snapshot from an inactive test account which is why all stores are showing as not connected.
GREEN
If the store is green, the store 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:
Internet is down. If you cannot connect to other apps, contact the Internet Service provider for your location. Paytronix will re-connect once internet connection is restored.
Is the Controller service running? After a server restarts, occasionally the Controller will not start due to timeout. Check Services > Paytronix Controller. The status should show two options to 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 Paytronix Support at [email protected] if you need assistance.
For further assistance, please contact your solutions consultant or customer success manager, or email [email protected].