Troubleshoot Terminal Not Registered Error Message

Troubleshoot Terminal Not Registered Error Message

Troubleshoot Terminal Not Registered Error Message

Objectives

Troubleshoot situation where customer calls to say they have received a message on the terminal of ‘Your terminal is not currently registered with FullCount. Please contact FullCount to register the terminal.’ This message indicates that the system was unable to find a match in the Terminal table for the serial number it was passed. This could happen for several reasons. Follow the steps below to check that all data in the terminal table is correct and that the terminal is set up properly.

Prerequisites

Serial number of machine

Access to community’s back office

Access to terminal

Instructions

Confirm serial number is in Terminals table

The easiest issue to fix is if the serial number on the machine is not in the terminal table. To confirm that the serial number is in the system complete the following steps.

  1. Log into the back office for the community.
  2. Go to the Setup button.
  3. Go to the Terminals tab.
  4. Search for the serial number.
  5. If serial number is not listed, add it via the back office interface. After it has been added, have user restart the terminal.

If the serial number is listed on the Terminals tab, move onto the steps below.

Confirm serial number on terminal

This step will confirm that the serial number listed on the terminal matches what we have in the database.

  1. Create remote connection to terminal via remote connection page. If you are unable to get connected via the remote connection page, you may need to connect via the community’s server or another terminal at the community.
  2. Log into terminal via SSH using root username and appropriate password.
  3. Run the follow command at the command prompt to see what the system is returning as the serial number.

cat /etc/sysconfig/fullcount_serial_number

  1. Confirm that serial number matches what is on the terminal and what is on the terminals page in the back office.
  1. If they do not match, follow steps in the article, Update Serial Number on Terminal, to update the serial number file on the machine. Then, have the user restart the machine and confirm that the message no longer appears.

If the serial numbers match, move onto steps below.

Manually run info.sh script

If the serial number is confirmed in the back office and on the terminal, the next step is to manually run the info.sh script. This is the script that runs to check if the terminal is registered.

  1. Run this command on the command prompt to get the file. You will not want to be in any directories on the terminal when you run this script.
  2. This will depend on the server the computer connects to. An example would be https://portal.fullcount.net/POSWebApplication/scripts/info.sh. portal.fullcount.net would be replaced with the DNS entry for the server.

# wget <name of file with directory>

  1. Change the mode to run the script.

# chmod +x info.sh

  1. Run the script.

# ./info.sh

  1. Examine results to see what is returned for serial number. Use information from this script to troubleshoot why the machine is not returning the correct serial number.

 


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