No receipt printed after charge completed

Posted by Jane J on September 29, 2007, 2:36 pm

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We are having trouble with one register not completing a sale and printing a
receipt (RMS 2.0) after a charge (using X-Charge) has gone through. This is a
sporadic event, but has happened 2 times in the last week. The cashier thinks
the charge did not go through and tried again and the charge was denied
because it was a duplicate charge. Is there something I should change in the
set-up? Or something I should check. This drives us crazy as often the
customer does not have a different mode of paying. It also messes up our
inventory as the items are not taken out of stock.

Posted by Brandon Klassen on October 10, 2007, 7:20 pm

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We have a few locations that seemed to be having this issue for quite a
while. We were running 1.2 on MSDE. The transactin would fail to print and
was not logged as a transaction, so you could not reprint it. However there
was always a charge in the EDC batch (Vital/TSYS). For us it almost always
happened with debits and we suspected everything from our PIN pads to
printer drivers and a million other things that made me pull my hair out...

Note: We were able to show a pretty good correlation between using
serial/USB adapters on our Verifone PIN pads. That is to say, once we
removed the adapters and just installed extra serial ports on the systems we
had a lot fewer headaches. Apparently there are some drivers for serial/USB
adapters that cause problems. That said, it didn't seem to completely
resolve the issue at all locations.

We upgraded to 2.0 with SQL 2K5e and the problems have gone away as far as I
have heard. I do still have occasional print jobs that fail but they can
always be reprinted now and the transaction is logged and comes out of
inventory.

Do let us know what version of SQL you're running at this location?

Also, if this is on one terminal try swapping out the the printer cable, I
saw a reliable source mention that bad cables caused this issue for them in
some instances... but it still sounds crazy to me.