MAIN IOCTL ERROR ON CREDIT CARD MACHINES/REGISTER FREEZES

A problem has been noted with the new credit card machines.  Until we can find a solution I wanted to inform you of the way to get around the problem for now.

Symptoms:

1.    Register locks up

2.    Credit card machine shows a message saying something about Main IOCTL Error

            This may not be the exact error message, but it definitely has the characters "IO" in it.

Solution:

1.    If you see the error message please do the following on the credit card terminal:

       a.)    Press and hold both the green button and the #7 button on the keypad of the credit card terminal - at this point the error message will go away – release both buttons.

       b.)    You will be prompted for a password.  It is *** ***.  Those of you who have used the previous credit/check equipment will recognize this password, however, you are not required to press Alpha, Alpha in this case.

       c.)    The display will now show a menu of some kind with the word "Download" displayed.

       d.)    Press the red button on the keypad 3 or 4 times until the screen begins blinking.

2.    Now, you will need to reboot your cash register. Press and hold the power button on your cash register until it begins to shutdown.  The power button is inside a hole about the size of a quarter, just above your cashdrawer.  After it has completely shutdown you may turn it back on by depressing the same button and releasing.  After it comes back up a Login prompt will be displayed for about 10 seconds, then the POS application will be launched.

3.    At this point the credit card terminal should display "Welcome to Hudson's".

4.    Inspect the wiring just beneath the credit card terminal to ensure that it hasn't been damaged in some way.

5.    If you find no damage you may begin using this register again.

While you are following the steps above, have someone else ring up the customer whose card was swiped on another register. 

***It is very important that you re-ring that customer as***

***close as possible to the time of the first attempted sale***

If the second register completes the sale successfully, give them their receipt and allow them to leave.  If they ask, assure them that they were not double-charged.

However, if the register returns a message saying "Duplicate Charge" or any other message with the word "duplicate" in it, then you will need to call IT for help.  Duplicate charge means that the first transaction did go through and we will have to void it behind the scenes.

If you get such a message please call our IT Support Number (601-264-6250 or 800-505-0878) with the details and we'll be able to void the original transaction and allow you to complete the transaction right away.

04/09/2007