Credit Cards time out

Overview:

This document can be used to trouble shoot connectivity issues that can be causing SPM TimeOut problems when processing cards.

  1. Log in under the Owner account or an account with administrative permissions on the register. Close all applications and click START > Run > type cmd > click OK

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  1. Type ping 4.2.2.2 –t > press Enter. This will create an infinite ICMP response. You can monitor the replies for a minute or more (break the loop by pressing CTRL + C). We are interested first off in any dropped packets indicated by “Request Timed Out”.
  • These indicate a physical layer problem which may include the ISP’s Modem. More importantly pay attention to the “time=xxxxms. This indicates the latency or delay in communication over the line. Anything over 500 may lead to intermittent processing problems. High latency means there is likely an ISP related communication problem. (Wireless AirCards typically see higher ms time results hence those connections are prone to timeout errors and double authorizations).

Problem with latency look like this but highlighted in red “time=xxxxms. Problems with dropped packets are “Request Timed Out”.

C:>\ping 4.2.2.2 –t

Reply from 4.2.2.2: bytes=32 time=598ms TTL=51

Reply from 4.2.2.2: bytes=32 time=593ms TTL=51

Reply from 4.2.2.2: bytes=32 time=599ms TTL=51

Reply from 4.2.2.2: bytes=32 time=605ms TTL=51

Request timed out.

Request timed out.

Request timed out.

Reply from 4.2.2.2: bytes=32 time=605ms TTL=51

Reply from 4.2.2.2: bytes=32 time=605ms TTL=51

Request timed out.

Request timed out.

Reply from 4.2.2.2: bytes=32 time=605ms TTL=51

Reply from 4.2.2.2: bytes=32 time=605ms TTL=51

Reply from 4.2.2.2: bytes=32 time=599ms TTL=51

Reply from 4.2.2.2: bytes=32 time=605ms TTL=51

Request timed out.

  1. No problems with latency or packet loss will look consistently like the following with no breaks or high ms:

C:>\ping 4.2.2.2 –t

Reply from 4.2.2.2: bytes=32 time=59ms TTL=51

Reply from 4.2.2.2: bytes=32 time=59ms TTL=51

Reply from 4.2.2.2: bytes=32 time=60ms TTL=51

Reply from 4.2.2.2: bytes=32 time=58ms TTL=51

Reply from 4.2.2.2: bytes=32 time=59ms TTL=51

Reply from 4.2.2.2: bytes=32 time=60ms TTL=51

Reply from 4.2.2.2: bytes=32 time=60ms TTL=51

Reply from 4.2.2.2: bytes=32 time=58ms TTL=51

Reply from 4.2.2.2: bytes=32 time=59ms TTL=51

  • Any consistent and consecutive time results > 500 indicate a latency or delay in the line. A healthy connection will stay in the double digits consistently. The behavior of the SPM once a card is swiped is to wait a predetermined amount of time for a response before you receive the following error message. Escalate to the ISP using a screen shot of the ping test you ran.

ISP's


  • Buffalo & 32624 (except 25386) Spectrum Business 1(800) 314-7195
  • 25386 Verizon 1 (800) 837-4966
  • Rochester (except 32624) 1(800) 921-8101

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