Title: 

• Resolving "Pinpad Offline" or Communication Errors (Payment Terminal)

Content:

Issue: The payment terminal (pinpad) is showing "Offline," "Disconnected," "No Communication," or transactions are failing with similar errors on the Point of Sale (POS) system.

Agent Goal: Re-establish communication between the POS system and the payment terminal to allow transactions.

Step 1: Initial Assessment & User Confirmation

1. Confirm the Error: "Thank you for reaching out. I understand your payment terminal is showing as 'offline' or not communicating with your till. Can you please confirm the exact message you're seeing on the screen of your till or the payment terminal itself?"
   • Expected responses: "Pinpad Offline," "No Comms," "Waiting for POS," "X0 No response," "Disconnected," etc.
2. Recent Changes: "Have there been any recent changes to your system, like software updates, moving equipment, or power outages?"
   • Purpose: Helps identify potential root causes quickly.

Step 2: Basic Connectivity Checks (Hardware)

1. Power Cycle Payment Terminal: "First, let's try a simple restart. Can you please disconnect the power cable from the back or side of the payment terminal, wait 10 seconds, and then plug it back in? Let me know when it powers back on."
   • If wireless: "If your terminal is wireless, can you place it back on its charging base, ensure the base is plugged in, and confirm it shows it's charging? Then, if it has a power button, hold it down to restart."
2. Check All Cables: "While we wait for it to restart, could you please physically check all cables connected to the payment terminal and the back of your POS computer? Make sure they are firmly plugged in at both ends – no loose connections. Pay special attention to the cable connecting the payment terminal to the computer."
   • Agent note: This is often a USB or serial cable.
3. Check USB Port (If applicable): "If the cable is a USB, try unplugging it from the back of the POS computer and plugging it into a different USB port. Sometimes a specific port can cause issues."

Step 3: Verify Successly Client/Service Status (Software)

1. Access Taskbar Icon: "On your POS computer, look down in the bottom right corner of the screen, near the clock. Do you see a small icon that looks like a [describe Successly icon, e.g., 'blue square' or 'two interlocking circles']? This is our Successly application."
2. Check Status: "If you see it, can you right-click on it and tell me what status it shows? It should ideally say 'Connected' or 'Ready'."
   • Expected response: May show "Disconnected," "Offline," "Error," or a blank status.
3. Restart Successly Service: "If it's not showing 'Connected' or if you can't see the icon, we need to restart the Successly service.
   • "Go to the 'Start' menu on your POS computer, and type 'Services'. Open the 'Services' application."
   • "In the list, look for 'Successly Client Service' (or similar, e.g., 'Successly Agent')."
   • "Right-click on it and select 'Restart'."
   • "Once it restarts, go back to the taskbar icon and check its status again. Has it changed to 'Connected'?"
   • If agent cannot find it/restart: "Okay, we may need to restart the entire POS computer. This often resolves background service issues." (Proceed to Step 5 if necessary).