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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