1. SHOPAK Network Information PP 221 T2 Secondary Training Client Services Continuing Education Series Technical Support : Petroleum Author : Anita Richardson – Tier 3 Escalation

2. Verifone Confidential Copyright Copyright 2009 VeriFone, Inc. All rights reserved. No part of this publication may be copied, distributed, stored in a retrieval system, translated into any human or computer language, transmitted in any form or by any means, without the prior written consent of VeriFone, Inc. VeriFone, Inc. is a registered trademark of VeriFone, Inc. All other brand names and trademarks appearing in this manual are the property of their respective owners.

3. Verifone Confidential Table of Contents  Objectives  Review  Quiz  Questions or Comments?

4. Verifone Confidential Objectives  Network Basics  Network Communications  Troubleshooting  Network Specifics

5. Verifone Confidential Network Basics  SHOPAK software uses the SCCN - Shell Credit Card Network.  Network phone number: 1-800-238-0343  The merchant ID (or site ID as Shell calls it) is 7 characters while the retailer ID is 11 digits.  Table loads can be requested under certain conditions (not to be used as a troubleshooting tool). The table load contains the entire credit card table and the values can only be changed by SCCN.

6. Verifone Confidential Network Communications  All sites are VSAT connections with a RS232 connection from usually comm port 1 on the ruby (comm port 2 on sites with hpv- 20 and/or sapphire) to a Hughes 5000 PES.  The comm opt dip switch must be in the “up” position.  Sites are running in fallback when the message “network offline” is displayed. Site may also be prompted to “call for voice authorization”.  A Network Test or pre-auth can be run from network mgr or the network function key to test for network communications.

7. Verifone Confidential Troubleshooting  Network Offline: some things to check for: Bad weather? This can disrupt network communications and cause intermittent issues. Printer working? There must be a working printer for network communications. Check the alarm line for printer errors. On sapphire sites, check the journal printer (the white printer) for errors when the alarm line displays “printer unavailable, journal blocked, or printer comms error”. Usually this printer is out of paper!

8. Verifone Confidential Troubleshooting  Network Offline: (cont.) Journal printer printing line up/line down? This is an indication of a stuck transaction. To resolve, go to Network Manager – Store and Forward - #3 Delete single stored sale. Check the lights on the PES. Steady lights or orange lights usually indicate a problem with the vsat equipment. This can also be an indication of bad weather. Conference SCCN.

9. Verifone Confidential Troubleshooting  Network Offline: (cont.) If all of the above are functioning normally, some other things to try… Reset comm cable on ruby/sapphire. Comm port can be found by listing out the iocfg in the Maintenance menu and checking for net1.ldm – dev/com? (may also want to check for any port conflicts) List out the file information in the Maintenance menu and check for vsat.ldm and tccn.ldm under the “Network 1” heading. You may see the msg “network unavailable” when a file is corrupt. Conference SCCN

10. Verifone Confidential Troubleshooting  Unable to reconcile nw totals, cont. Y/N? when doing close shift/day: some things to check for… NOTE: answering yes to this question will result in closing ruby totals but not network totals. It is best to say “no” and proceed with troubleshooting. If a site states they did not get their network report this is because they selected yes to continue. Network offline displayed? Troubleshoot network comms.

11. Verifone Confidential Troubleshooting  Unable to reconcile nw totals, cont. Y/N? when doing close shift/day: (cont.) Is site communicating with the network? Check for nw comms by running a network test. When was the last day close? The network only allows 1 close day in a 24 hr. period. Check opt. 13 in reports to confirm. If there is a close showing from this time frame of when they usually close may want to try to reprint it from opt 13. (they may have had printer issues, etc)

12. Verifone Confidential Troubleshooting  Unable to reconcile nw totals, cont. Y/N? when doing close shift/day: (cont.) If site did close day within 24hrs and they would like to close again. (for example they accidentally closed a few hours ago) Conference in SCCN and have the network reset the flag so they can close day. Was there a network outage? Sometimes after long outages, the network will automatically close out sites. Conference SCCN to confirm.

13. Verifone Confidential Troubleshooting  Negative/positive stored sales on the nw report. (procedure also found on the KB) If the amount is increasing or decreasing everyday, this is correct and how the store and forward reporting functions. If there is a “stuck” transaction in the report, make sure it has shown up on more than one close report. Print out the store and forward report, and verify that there are no stored transactions.

14. Verifone Confidential Troubleshooting  Negative/positive stored sales on the nw report. (cont.) to correct the issue: Close day. Conference in SCCN to verify the totals have cleared to the network. Set up ruby for a dial in. Dial in and download clrtot.ldm. Start clrtot.ldm and wait 1 min. and then remove clrtot.ldm. Reboot the ruby. Recommendation of upgrade to current version of software to resolve possible future issues.

15. Verifone Confidential Troubleshooting  DCR rejects. If the credit card works inside but is rejected by the network at the DCR, this could be due to security enhancements set for certain sites. Conference SCCN to confirm.  Debit issues at the DCR. (and debit works inside) Check Site Parameters-DCR Site Parameters in Fuel Mgr menu to make sure debit is enabled. If yes, then conference SCCN to have the credit card table resent.

16. Verifone Confidential Network Specific  Multiple MOP: Yes, v3.06.xx, Up to 4 network MOPs or as many non- network as needed. (previous versions only 1 network mop and must be used last)  Manual entry: Yes, after 3 slide attempts (some cc types do not allow for manual entry)  Error M key on pinpad: Replace pinpad (encryption is lost)  Terminal limits: 500 transactions/ day and shifts/ day  Auto Fast Credit Close Out. (v3.06.xx) Fast credit trans are automatically closed out without the cashier pressing pump # and fuel. (the setting for this is mgr-sales config #55 auto fast credit prepay cashout).

17. Verifone Confidential Network Specific  Gift card v3.06.xx Up to 5 gift cards may be sold in one trans. A void ticket key press will allow all gift cards in a trans to be deactivated or void line will remove a single one.  Gift card setup v3.06.xx: Make a “gift card dept” in Mgr-Dept file with a product code of 33. Go to sales config and set the gift card dept. # as defined above. Make a soft key defined with “other keys” # 48 for gift card purchase. (no need for using the nw function key)

18. Verifone Confidential Network Specific  Fraud Enhancements. Shell can now arm sites with fraud control measures: Requiring zip code prompting. Barring reuse of a card until 25 others have been swiped when host is offline. Setting default postpay DCR fueling limit of $100. Disabling hot DCRs

19. Verifone Confidential Network Specific  Product Codes can be found in the network profile or listed out from the Network Mgr menu. 3.06.xx allows for 3 digit prod codes. The prod codes for Ethanol based and Hydrogen fuels can be found in the release notes.  Network specifics can also be found in the release notes and the network profile. Be sure to check the release notes for updates.

20. Verifone Confidential Review  Shell network is a vsat connection usually on comm 1 or comm 2 (sapphire).  Sites are running in fallback when Network Offline is displayed.  A network test (nw mgr) or pre- auth can be run to test network communcations.

21. Verifone Confidential Review  When Network Offline is displayed, check for the following:  Bad weather?  Printer working? (check for printer errors incl. journal printer at sapphire sites)  Printer showing line up/line down? Stuck transaction- delete single stored sale.  Check PES for errors/toggling lights.  Reset comm port.  Perform a network test.  Check file information for tccn.ldm and vsat.ldm  If not able to resolve, conference in SCCN. 1-800-238-0343

22. Verifone Confidential Review  Unable to reconcile network totals, continue y/n? check for the following:  Check for network communications.  If network offline is displayed, troubleshoot nw comms.  When was the last close day?  Was there a network outage for a long period of time? (network will automatically close totals)  Conference in SCCN to reset flag if site needs to close again if less than a 24 hr period.

23. Verifone Confidential Review  Dcr rejects. Confirm with SCCN if site has fraud/security enhancements.  Debit issues at the Dcrs but works inside. Make sure debit is enabled. Conference SCCN to resend the credit card table.  Negative/positive stored transactions on nw report (v3.04.xx or lower). Check for stored trans in ruby, stuck trans showing more than 3 days, amounts decreasing/increasing. Follow procedure on the KB.

24. Verifone Confidential Review  Network product codes can be listed out in the network mgr menu or found in the network profile.  Check the release notes for updated network information and specifics.

25. Verifone Confidential Quiz  When a site calls in with the ruby displaying “Network Offline” what 6 steps would you take in troubleshooting?  How do you test for network comms at a SHOPAK site?  If unable to resolve “Network Offline” with troubleshooting, what is the next step to take?  If a site is trying to close day and they get the message “unable to reconcile network totals, continue Y/N?” what should you do?

26. Verifone Confidential Quiz  When having debit issues at the DCRs, what steps should be taken to resolve?  How can you find the product codes for a SHOPAK location?  Where can you find updated information for SHOPAK software?

27. Verifone Confidential Questions or Comments?  Please email your quiz answers to i_hdtraining_completed.  If you have any questions please see your manager or your training representative.