DC-401 Troubleshooting

You can use the scenario below or fill in the DC-401 Online Troubleshooting form.

When a DC-401 is offline, the following problems occur:

The location cannot send shifts data to CStoreOffice®.
CStoreOffice® cannot send Price Book updates to the cash register.

To check the DC-401 status (online or offline):

Navigate to the CStoreOffice® home page.
In the left pane, under Cash Register > Shift Reports, find the necessary location. If the connection to DC-401 is missing, the red cross is displayed over the globe icon.

Hover the cursor over the globe icon to view the status of the DC-401 connection and follow the resolution to remedy:

Issue	Issue Description	Resolution
VPN Link Down	The DC box is not connected to the Petrosoft network.	Reboot DC-401 and Check Ethernet Connection and Check DC-401 Network Connection Settings
Not in Service	The location is not installed yet. This error is used for new sites that have yet to be connected.	Check if the location is installed or not. If yes, click the Check Now link, to launch it in CStoreOffice®.
CR Service Down	- The DC Box CR credentials are invalid (the password at the cash register has changed). - The location has just got online after the VPN Link Down and LAN Link Down errors.	Verifone registers The password in CStoreOffice® doesn’t match the password on the POS. CStoreOffice® will need to be updated with the correct password.
LAN Link Down	- The Ethernet cable is not plugged to the port at the POS. - The cash register connection settings are incorrect in CStoreOffice®. - The POS is not connected to the correct network zone. - The location has just got online after the VPN Link Down error.	Reboot DC-401 and Check Ethernet Connection and Check the cash register configuration in CStoreOffice® and Check the network zone connection
HTTP API Down	The DC box stops sending its monitoring state data to CStoreOffice®. (Applicable to the Verifone and SmartPOS cash registers only).	Reboot DC-401 and Check Ethernet Connection

To fix the connection problems, use the scenarios below:

Reboot DC-401 and check the Ethernet connection
Check DC-401 network connection settings

Reboot the DC-401 and Check the Ethernet Connection

This section contains instructions for location or field technicians.

Do the following:

Verify the power button lights up green on DC-401.

Yes, the power button lights up green. In this case, move to step 5.
No, the power button does not light up green. In this case, move to step 2.

Verify that the AC power adapter is plugged into DC-401.

Yes, the AC power adapter is plugged into DC-401 and power. In this case, move to step 4.
No, the AC power adapter is not plugged into DC-401 or power. In this case, move to step 3.

Connect DC-401 to power using the AC power adapter.
Press the power button to power on DC-401. Wait for 5 minutes. Is the location online?

Yes, the location is online. In this case, move to step 9.
No, the location is still offline. In this case, move to step 5.

Verify the indicator lights are on for the Ethernet port (WAN).

Yes, the WAN indicator light is blinking green. In this case, move to step 7.
No, there is no WAN indicator lights. In this case, move to step 6.

Verify the Ethernet cable is correctly plugged into DC-401 and to the main router.

Yes, the Ethernet cable is plugged in correctly. In this case, move to step 7.
No, the Ethernet cable is not plugged in. In this case, move to step 10.

Pull the AC power cable out of DC-401. Wait for 10 seconds.
Plug the AC power cable back into DC-401. Press the power button to power on DC-401. Wait for 5 minutes.
Is the location online?

Yes, the location is online. In this case, move to step 9.
No, the location still offline. In this case, move to step 10.

In CStoreOffice®, re-pull shift reports. On the CStoreOffice® home page, click the location name under Shift Reports to open the Shift Report form. Next to Pending Shifts, click Receive Shifts.
Are the shift reports pulled into CStoreOffice®?

Yes, the shift reports are pulled to CStoreOffice®. DC-401 troubleshooting is complete.
No, the shift reports are not displayed. In this case, move to step 10.

Move to the Check DC-401 Network Connection Settings instructions.

Check DC-401 Network Connection Settings

This section contains instructions for location or field technicians.

What setup device do you use to connect to DC-401?

Mobile device with Wi-Fi (smartphone, tablet, laptop). In this case, move to step 2.
A computer or laptop with the Ethernet port. In this case, move to step 3.

Connect to the DC-401 Network in the following way and then move to step 4:
Open up the camera application on your phone, as if to take a new picture.
Pan the camera view over the QR code, located on the top of the DC box.
Accept the prompt that has appeared on your phone to automatically connect to the DC box.

In case you could not connect to the DC-401 Network following the steps a-c described above, do the following:
Press the power button twice, find the DC-401 Network on the mobile device and connect to it using the password from the sticker or scan the QR code located on the top of the DC-401.

Connect the computer or laptop to the DC-401 LAN port using the Ethernet cable. Make sure the LAN indicator lights are on.
If the DHCP to the computer from DC-401 fails, use the static configuration on the machine of 10.10.2.2, netmask 255.255.255.0 and the gateway of 10.10.2.1.
Open the browser and navigate to the DC-401 IP address as it is displayed in the image below.
Validate the network setting by clicking the Test connection button. Is your connection status online?

Yes, the network settings are valid. In this case, move to step 7.
No, the network settings are invalid. In this case, move to step 6.

Repeat step 5 and enter the valid settings specific for the location. Move to step 5.
Navigate to the POS Settings step and click the Test connection button. Is your connection status online?

(Refer to Activation Guide for visual.)

Yes, POS settings are valid. In this case, move to step 10.
No, POS settings are invalid. In this case, move to step 8.

(For ITL CV POS only) Check if the POS IP address matches the settings in the activation wizard.

The POS IP address must be +1 digit higher from the gateway IP address.

Example

Gateway: 192.168.1.3
POS IP: 192.168.1.4
Make the Petrosoft user credentials on the POS:
- Login: Petrosoft (not the admin user)
- Password: P3tr0s0ft4!2
Log out and log in with Petrosoft credentials on the POS.
Log in back as the admin user at the POS.
Set permissions (share) Import and Export folders with the Petrosoft user and give "Full Control".
(For version earlier than 2.4.2 only) Activate the SMB1 protocol at the POS:
Run PowerShell as administrator and execute the following command:
Set-ItemProperty -Path "HKLM:\SYSTEM\CurrentControlSet\Services\LanmanServer\Parameters" SMB1 -Type DWORD -Value 1 –Force
Enable SMB 1.0 using the Control Panel: navigate to Control Panel > Programs and Features > Turn Windows features on or off > Enable SMB1.0/CIFS File Sharing Support.
Restart the POS. Wait for 5 minutes.
Is the location online?

No. In this case, move to step 10.
Yes. In this case, move to step 5.

In CStoreOffice®, re-pull shift reports. On the CStoreOffice® home page, click the location name under Shift Reports to open the Shift Report form. Next to Pending Shifts, click Receive Shifts.
Are the shift reports pulled into CStoreOffice®?

Yes, the shift reports are pulled to CStoreOffice®. DC-401 troubleshooting is complete.
No, the shift reports are not displayed. In this case, move to step 5.