POS Terminal is in Offline mode for Campus Card Transactions, Aggie Cash and Meal Cards (POS Transaction Hierarchy).
Problem
The POS could be in offline mode for numerous reasons (network communication down, Odyssey Gateway hung, POS services down, Odyssey Host Server down, etc.). This article will detail troubleshooting steps.
Solution
If only one POS in the Revenue Center (RVC) is affected, first check that POS’s network connection (PRTG Monitor will show the ping status). Next. check that the “Odyssey Interface” POS for the RVC to make sure it is online and all necessary POS services are running (PRTG has sensors for the important services). Each RVC has an Interface POS which acts as a back-up transaction processor to the Check and Posting (CAPS) POS for each Property. The RVC Interface POS will need to be online for the other registers in the RVC to be online. Remember that a ‘Revenue Center’ is actually a location (ie Spokes, Scrubs, ARC Peet’s, etc.). A ‘Property’ is a just a way to divide up the POS transactions equally amongst CAPS workstations so they don’t get overwhelmed with transactions. SHDS currently has 4 Properties (Retail 1, 2, Residential 1, 2). Each Property has 1 CAPS POS assigned to it, and there are Revenue Centers assigned to each Property. Third The CAPs POS will need to be online for the assigned RVC’s beneath to be online. The CAPs POS sends transactional information directly to the Odyssey Gateway, which communicates directly to our Odyssey Cloud instance. If the Odyssey GW is down or not responding, all POS will be in offline mode for campus card transactions.
POS Communication Diagram:
Check the Odyssey Gateway:
If all POS are offline: Check the Health Status of the Odyssey Gateway first. Browse to: https://ucdavisshds.odyssey.cbord.com/PCSServices/healthcheck
You’ll see something like this:
Everything should say “PASS”. IF not, you can reboot the GW by power cycling it. The Odyssey GW is attached to a PDU in the server room. The PDU address is 10.0.1.51 (login credentials are in Veracrypt). If a power cycle of the GW doesn’t fix the problem (once it’s back online run another health check), you’ll need to contact CBORD Support as there could be an issue with the Odyssey cloud server. Only CBORD can trouble shoot that. Cal them @ 1 (844) 462-2673. CBORD Support Website: https://www.cbord.com/hub
Check POS in PRTG Monitor:
You can check network connection for the POS in question (POS in question is pinging), use PRTG Monitor. Browse to: https://169.237.60.157/index.htm
o All CBORD POS listed under “CBORD Systems”
Find out what POS is the Interface POS for that RVC and make sure it’s online, and services are up. PRTG Monitor lists the Interface POS for each RVC, or you can check this document:
If everything looks good at the RVC, check that the CAPs POS for the Property that the RVC falls under is online and all services are functional.
If all these things check out, the POS should be online for campus card transactions.
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