Differences

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--- remote_pos_device_manager [2020/08/04 10:39 (4 years ago)] – [JsonArrayPool error] kevin
+++ remote_pos_device_manager [2020/08/04 11:23 (4 years ago)] – kevin
@@ Line 58: / Line 58: @@
 ===== Troubleshooting =====
-If you can't get the remote POS Device manager to communicate with System Five:
+If you can't get the remote POS Device manager to communicate with System Five on Cloud.  Review the Events tab for hints or error messages that may indicate what the issue is.
-Test that the ports (6001 - 600X) are open on the workstation and the remote desktop session.
+  - To **open the POS Device Manager**, click the POS Device Manager icon in your lower right hand Windows tray.  Navigate
-  * ping the remote session's IP address (example 192.168.0.47)
+  - Using the right arrow button in the top tab control, click through the tabs starting with General
-  * If you can ping the IP address successfully, try with the port number behind it (example 192.168.0.47:6001).
+  - You may need to click several times until you see the Events tab.
-  * If this doesn't give you the same response, the port may not be open in the firewall or router.
+  - Click the **"Events" tab** to view connection information.
-Refer to the image below for example and response of a blocked port.
+{{:s5oc-rmr.jpg?600|}}
+==== Blocked Ports ====
+The POS Device Manager communicates using TCP ports in the 6001 - 600X range.  If a software or hardware firewall is blocking those ports it will not be able to communicate with System Five on Cloud.
+Use these steps to test that the ports (6001 - 600X) are open on the workstation and the remote desktop session.
+  - Open a Command Prompt by clicking on the start menu and typing "Command Prompt".
+  - Type Ping with the remote session's IP address (example:  ping 192.168.0.47)
+    - If you can ping the IP address successfully, try with the port number behind it (example 192.168.0.47:6001).
+    - If this doesn't give you the same response, the port may not be open in the firewall or router.
+Refer to the image below for example and response of a blocked port.
 {{ :remote_pos_device_manager:ping1.jpg?600 |}}
---------------------------
 ==== JsonArrayPool error ====
@@ Line 80: / Line 90: @@
 ==== Remote Connection Closed ====
-If the following error is found in the RMR Remote POS Device Manager logs.  "Remote Connection Closed: The server closed the connection with the following error: Connection closed with an error. RelayTokenInvalidException: Connection Identifier token not valid".  The data/time of the connecting workstation differs from the System Five on Cloud servers by more than 5 minutes.
+If the following error is found in the RMR Remote POS Device Manager Events tab.  "Remote Connection Closed: The server closed the connection with the following error: Connection closed with an error. **"RelayTokenInvalidException: Connection Identifier token not valid"**.  The data/time of the connecting workstation differs from the System Five on Cloud servers by more than 5 minutes.
+Sample Events tab details
 <code>
 :29:13 PM MessageRelay: -----------------------------------------------------
@@ Line 100: / Line 111: @@
 To resolve, have the customer update the date/time of the local workstation to be within 5 minutes of the System Five on Cloud server.
-==== The POS device manger does not connect  ====
+==== Workstation Name is not Guacamole  ====
-If your workstation name happens to be named Guacamole (The same name given to Bastion sessions).  The POS Device Manager will not connect through a [[https://docs.microsoft.com/en-us/azure/bastion/session-monitoring|Bastion session]].  Rename your connecting workstation to a different name than Guacamole to resolve.
+If the POS device manager does not connect.  Check that your workstation is not named Guacamole (The same name given to Bastion sessions).  The POS Device Manager will not connect through a [[https://docs.microsoft.com/en-us/azure/bastion/session-monitoring|Bastion session]] which is named Guacamole.  Rename your connecting workstation to a different name than Guacamole will resolve this connection issue.
 ==== Unknown Command ====
 This error occurred when processing a gift card.  The WindwardPOS.exe is out of date on the remote workstation. It should have a version (or date) greater or equal to the version on the server.
 ==== Local COM Communication Issues ====