Troubleshooting DEX issues

Troubleshooting
This article covers what to do when your device is not Dexing or sending sales data to the Greenlite site
Symptoms
No sales showing on Greenlite Site
Inventory not updating on Greenlite site
Red X or DEX error showing on greenlite.mycantaloupe.com site

 

DEX TROUBLESHOOTING

DEX IS WHAT SENDS DATA FROM THE DEVICE TO THE GREENLITE.MYCANTALOUPE.COM SITE

IN MOST CASES DEX  IS A PHYSICAL CONNECTION ISSUE

IN RARE CASES DEX ERRORS CAN BE CAUSED BY A FIRMWARE ISSUE ON THE CONTROL BOARD OR A SETTING IN SEED LIVE

TYPICALLY A DEX ERROR WILL BE SHOWN IN GREENLITE.MYCANTALOUPE.COM AS THIS IMAGE OF

 OR  OR- IF YOU MOUSE OVER THEM YOU WILL GET A MESSAGE SUCH AS

“OUT OF TOUCH FOR X DAYS” OR HAS NOT DEXED IN X DAYS” OR “HAS NEVER DEXED”

TO RESOLVE:

1 – Check the connections from the board to the DEX cable coming from the card reader via this video - Dex Connection

2 – For Engage or Pico devices – Check the connection on the back of the reader and make sure the dex cable is connected to the COM 1 Port – See below images

For model 3589 follow this video to gain access to the back of the reader - 3589 - Card Reader Access

 

3 – At the machine power it off and back on.  Watch the front display of the machine that is right above the keypad and record down the 4 or 5 digit number that shows temporarily, an example is 8395, 9197, 9242, or 9383 – This will be needed in step 5 if issue does not resolve on its own in 24 hours.

4 – Wait 24 hours to see if the above has resolved the issue and the error message clears and sales data starts populating on Greenlite.Mycantaloupe.com

5 – If you still get the same error message at Greenlite.Mycntaloupe.com or no sales data is passing then proceed to opening a ticket with Greenlite/Vendnet so a tech can look into this further.

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