Global Payments Integrated Payment Terminal Troubleshooting Guide

This article will demonstrate troubleshooting tips post-setup of Global Payments Integrated (formerly OpenEdge) payment terminals.

Disclaimer

CivicPlus team members will help troubleshoot issues with API connectivity and API errors. However, CivicPlus Support is not permitted to troubleshoot terminal errors from your payment terminal. Those errors should be reported to your IT department, Global Payments Integrated, or hardware manufacturer.

Prerequisites

Before following the steps in this guide, please complete the setup process:

• Global Payments Integrated Hardware Setup Guide

Troubleshooting Steps

1. Check to ensure that RCM is installed. It should be listed in your control panel. If you do not see it, download the latest version of RCM.

2. Ensure that you have the latest version of RCM installed. Older versions may work; however, as a troubleshooting step, you may wish to uninstall and reinstall the latest version. To check what version you are using, right-click on the icon in your system tray and select About.

3. RCM must be run with administrator privileges. To do this, close all running instances of RCM

   1. Right-click the icon in your system tray and select Exit

   2. Search for RCM in your programs and select Run as Administrator

4. Ensure the RCM settings match your system settings:

   1. Open the RCM Device Setup Window, right-click on the icon in your system tray, and select Device Configure

   2. Click Auto Detect. At this point, you may see your device and COM port pre-populate. You can select Test, to see if it is working. If not, proceed with the following steps.

   3. Check your Device Manager to see if the device is recognized

      Note: If your device, is not listed, try the following:

      • Try a different USB Port. If connected through a dock or hub, connect the device directly to a port on the computer.

      • Check to make sure that the USB cable is firmly connected to the computer and to the device.

      • If you see your device, proceed to the next step, otherwise, please reach out to your IT department or to Global Payments Integrated.

   4. Manually enter the device type and COM Port as seen from your Device Manager

   5. Click Load Settings to Device

   6. Click Load Forms to Device

Testing Connectivity

After you have made a change, you can test connectivity between RCM and the payment terminal.

1. Select Test from the Device Setup Window

2. You should see a progress bar

3. Complete the test by pressing credit or debit on the payment terminal

4. A window will show the results

Running a Test Transaction

After you have a successful test between RCM and the device. You are ready to run a test transaction.

1. After you get to the payment prompt screen, complete a transaction by inserting a card into the device.

2. If the prompt screen immediately closes without allowing you to interact with the device. Check the raw response. This will tell you why the connection is closed.

3. In this example, we are told that there are 2 instances of RCM running. Open your task manager and end all RCM instances.

4. Relaunch RCM and try again.

   Note: If following the steps above does not help, reach out to your IT department, Global Payments Integrated, or your payment terminal manufacturer.