FAQ

Having issues with your site? Try some of these ‘Frequently Asked Questions’ (click on the question to see the answer)

Sync issues:

[+] Q: Why aren’t my sites syncing?
A: The Sync application might be down or frozen.

  1. On your site server or Pioneer, locate the Sync program.
  2. Right-click on it and select “close”. After 30 seconds, Sync will re-open, and begin Syncing.
  3. If this doesn’t resolve the issue, reboot your site server or Pioneer.
  4. If this does not resolve the issue, contact us for assistance.

Mapping products:

[+] Q: How do I change a product or item’s code?
A: Log into DataManager at the site where the code needs to be changed.

  1. Log into DataManager at the site where the code needs to be changed.
  2. Click on “Inventory”, and select “Items List.”
  3. Locate the product in question from the list, and double-click on it.
  4. In the next field, click on the tab labeled “XRef Values.”
  5. Change the number in the “POS Product Code” field to the code you wish the item to have.
  6. Click “OK”.

Pushing cards to the PetroVend unit:

[+] Q: How do I send, update, or push cards to the PetroVend?
A: Log into the site server at the site where you wish to update the PetroVend.

  1. Click on the PetroVend application.
  2. Click on the “Process” button.
  3. Click on the checkbox labeled “Push Cards”.
  4. Click the “Go” button.

Applications not opening or frozen:

[+] Q: When I click on any program (tPort, ccEngine, DataManager, etc.) it doesn’t open or respond.
A: The application could be frozen, or open in the background.

  1. Reboot the site controller or Pioneer that is experiencing the issue.
  2. If this doesn’t resolve the issue, contact us for assistance.

Applications requesting Site Key:

[+] Q: When I try to open a program (tPort, ccEngine, DataManager, etc.) there is a box that says I need a Site Key.
A: This could be an authentication error.

  1. For DataManager, close the application and open it again.
  2. Reboot the site controller or Pioneer that is experiencing the issue.
  3. If this doesn’t resolve the issue, contact us to receive a new Site Key.

Export issues:

[+] Q: I am receiving an error when trying to export data from DataManager into my back office program; or: My information isn’t showing up correct when I try to export data from DataManager into my back office program.
A: This error could be a configuration issue.

  1. Gather the following information and contact us for assistance:
  2. Gather as much detail as possible as to what the issue is.
  3. Collect an export sample if possible.
  4. Provide the name of the export you are running.
  5. Write down the error if you are receiving an error while exporting.
  6. Provide a rejection file if you are receiving rejections from your back office system
  7. Make a note of the dates and times of the export was run.
  8. Provide the name of the back office system if rejections are occurring.

Custom Report Requests:

[+] Q: I’d like to have my reports look differently. How can I do that?
A: Through a custom export request.

  1. Be as thorough as possible in how you want your report to be modified, and contact us for assistance.
  2. Note: be aware that a sales charge could come with a custom report creation request.

Pedestal Troubleshooting:

[+] Q: My Pedestal card reader isn’t reading cards. What do I do?
A: It could be a problem with one customer’s card, or a hardware issue. Follow the steps below:

  1. Verify the Pedestal has power.
  2. The Pedestal is designed to function optimally on its own power circuit. If any other device shares power with the Pedestal, it may cause errors. Unplug and remove the other device on the circuit.
  3. Try a different payment card to see if the issue is with the customer’s card.
  4. The magstripe reader may be dirty, Run a cleaning card with some alcohol through the reader and try the card again.
  5. If the card reader is still not functioning, open the Pedestal cabinet and locate the cable connection at the rear of the card reader.
  6. Remove and insert this cable multiple times to clean the connections. Be careful not to pull the wires out of the connector.
  7. Trace the cable from the card reader to the Pedestal CPU or PC. Unplug and reinsert the cable to ensure a good connection. Test the card reader again.
  8. If the card reader is still not functioning, Locate the power strip mounted on the back of the cabinet and find the power switch.
  9. Turn the power to the Pedestal off for a full sixty seconds, then turn it back on.
  10. Wait a full two minutes for the Pedestal PC to boot back up, and test the card reader again. If the problem remains, contact us for assistance.
[+] Q: My Pedestal Pin Pad isn’t functioning. What do I do?
A: It could be a possible hardware or connection issue. Follow the steps below:

  1. Verify the Pedestal has power.
  2. The Pedestal is designed to function optimally on its own power circuit. If any other device shares power with the Pedestal, it may cause errors. Unplug and remove the other device on the circuit.
  3. If the pin pad is still not responding, open the Pedestal cabinet.
  4. Locate the cable at the rear of the pin pad that looks like a phone cord. Press the release tab, and remove the cable. Remove and reinsert the cable a few times to clean the connections.
  5. Trace the pin pad cable to the complex connector. Remove and reinsert the AC power cable at the connector.
  6. Trace the connector cable to where it connects to the Pedestal CPU or PC. Remove and reinsert this cable.
  7. Find the complex connector again and trace the AC power cable back to the power strip at the rear of the cabinet.
  8. Press on the adaptor to ensure there is a solid connection with the power supply. Test the pin pad.
  9. If the pin pad is still not responding, locate the power strip mounted on the back of the cabinet and find the power switch.
  10. Turn the power to the Pedestal off for a full sixty seconds; then turn it back on. Wait a full two minutes for the Pedestal PC to boot back up, and test the pin pad again.
  11. If the problem remains, contact us for assistance.
[+] Q: My Pedestal display isn’t functioning. What do I do?
A: This could be a possible hardware or connection issue. Follow the steps below:

  1. Verify the Pedestal has power.
  2. The Pedestal is designed to function optimally on its own power circuit. If any other device shares power with the Pedestal, it may cause errors. Unplug and remove the other device on the circuit.
  3. If the display is still not functioning, open the Pedestal cabinet and locate the cable at the rear of the display.
  4. Remove and reinsert the cable a few times to clean the connections. Be careful not to pull the wires out of the connector.
  5. Trace the display cable to the complex connector.
  6. Remove and reinsert the in-line AC power cable at the connector.
  7. Trace the connector cable to where it connects to the Pedestal CPU or PC.
  8. Remove and reinsert this cable.
  9. Find the complex connector again and trace the AC power cable back to the power strip at the rear of the cabinet.
  10. Press on the adapter to ensure there is a solid connection with the power supply. Check the display again.
  11. If the display is still not responding, locate the power strip mounted on the back of the cabinet and find the power switch.
  12. Turn the power to the Pedestal off for a full sixty seconds; then turn it back on.
  13. Wait a full two minutes for the Pedestal PC to boot back up, and check the display again.
  14. If the problem remains, contact us for assistance.
[+] Q: My Pedestal receipt printer isn’t functioning. What do I do?
A: This could be a possible hardware or connection issue. Follow the steps below:

  1. Verify the Pedestal has power.
  2. The Pedestal is designed to function optimally on its own power circuit. If any other device shares power with the Pedestal, it may cause errors. Unplug and remove the other device on the circuit.
  3. Open the Pedestal cabinet.
  4. Check the printer to verify the receipt paper is loaded correctly and not jammed.
  5. Clean the printer with canned air. Be sure the green light in illuminated on the front of the printer.
  6. Test the printer.
  7. If the printer is still not functioning, locate the USB and power cables behind the printer.
  8. One at a time, remove and reinsert the cables.
  9. Trace USB cable to the Pedestal CPU or PC and reseat the cable.
  10. Trace the power cable from the printer to the power strip and ensure it has a secure connection.
  11. If the printer is still not responding, locate the power strip mounted on the back of the cabinet and find the power switch.
  12. Turn the power to the Pedestal off for a full sixty seconds; then turn it back on.
  13. Wait a full two minutes for the Pedestal PC to boot back up, and check the printer again.
  14. If the problem remains, contact us for assistance.
[+] Q: I think my Pedestal PC is down. I am unable to remotely connect to it.
A: This could be a hardware or network connection issue. Follow the steps below:

  1. Verify the Pedestal has power.
  2. The Pedestal is designed to function optimally on its own power circuit. If any other device shares power with the Pedestal, it may cause errors. Unplug and remove the other device on the circuit.
  3. If you are still unable to connect, open the Pedestal cabinet and make sure the PC is powered on by checking for a power light. This may be in different locations depending on the model of PC you have.
  4. If you do not see a power light, locate the power button and power the PC on. Locate the power cable from the PC and trace it back to the power strip. Ensure it is securely connected.
  5. If the PC has power, is powered on, but you still cannot access the pedestal, the issue may be related to a network connection.
  6. Locate the network cable and re-seat it at the PC and at the connection in the top cabinet of the Pedestal.
  7. Re-seat the other network cable in the bottom cabinet of the pedestal and trace it to where it connects to your store network.
  8. Eventually it will make its way to a network switch. Ensure it has a good connection and the network switch is powered on.
  9. If the network to your whole site is down, and the switch has power, then the problem might be one for your internet service provider to resolve. Give them a call, or contact us for further assistance.

Haven’t solved your issue? Please Contact Support

208.777.9300
helpdesk@e3tek.com