KioSoft Edge Box Troubleshooting Guide

Document Overview

This document intends to introduce the special scenarios, common issues and suggested solutions of the KioSoft Edge Box, including network connectivity problems, transaction discrepancies, configuration updates, router issues and more.

Scenarios Need to be Known

1. On-Premise Server

When On-Premise Server is enabled in the location and the reader obtains the configuration, the cloud card transaction will connect to the box, not Washboard, regardless of the external network connectivity.

And in the new Reader version, if the reader fails to connect the Edge Box (for example, if the Edge Box loses power or the network cable is disconnected), the reader will attempt to directly connect to the Cloud Server, even if the On-Premise Server has been enabled.

2. Location Name

To ensure proper formatting and avoid errors, location names should not include special characters such as quotation marks (' "), backslashes (\), or forward slashes (/). Please check and ensure the Location Name is valid.

3. Scenarios of Cloud Card transactions w/wo Modem’s external network

1. When the external network is connected, if a Cloud Card transaction occurs on the reader, the box will promptly update the transaction to Washboard and records will be displayed.

2. When the external network is disconnected, if a Cloud Card transaction occurs on the reader, there will be no record on Washboard. Once the network is restored, the box will update the Washboard with the transaction, and you will see the transaction record displayed.

4. Scenarios when the Cloud Card is unbound after the box stored the balance data

1. When the external network is connected and the box stored the balance data of the Cloud Card, if you unbind the card and then perform a transaction on the reader, only the first transaction will be processed successfully. After the box syncs the transaction with Washboard, this card will be disabled.

2. When the external network is disconnected and the box stored the balance data of the Cloud Card, if you unbind the card and then perform a transaction on the reader, the transactions will be processed successfully until the balance is deducted to zero. Once the external network is restored, after the box syncs the transactions with Washboard, this card will be disabled.

5. Scenario of purchasing/recharging Cloud Card on VC without external network

When the external network is disconnected, the offline VC can’t update the card purchasing/recharging reports to Washboard. There is no automatic retry mechanism. The report will be uploaded together when purchasing/recharging occurs next time with restored external network.

6. Important.

After setting up the box, modifying its configuration, or toggling the On-Premise Server option in the vendor portal's location settings, perform a power cycle on both the box and the reader. Reboot the VC Kiosk.

Common Issues and Solutions

1. Issues related to software update

1. If after upgrading the program you feel that the new features are not functioning, check if you used “sudo” to execute the program.

2. To confirm if the upgrade was successful, you can use the “iniconfig” tool to download the configuration information and check if the version number is correct.

2. Issues about uploading the upgrade file

If you encounter a failure message when using “rz” to upload the upgrade file, use “ls” to confirm if there are any files with the same name in the corresponding location. If there are, use “rm -f xxx” (filename) to delete that file, then re-upload.

3. Issues related to ultra/VC

1. When the orders are not uploading to the server.

• If ultra or VC process transactions as usual, while the order is not uploading to the server, check if the Box's network connection is stable and if the router has internet access.

• If the Box's public network is functioning but orders are still not uploading to the server, check the “forward_service.log” file to see if the return value of the charge interface (vendmoney) is “0x1F4”. If it is, there may be an issue with the server.

2. When transactions are not uploaded to Washboard as expected.

• If the reader’s location is configured as Linux Box mode, and after completing the setup and rebooting the transaction information fails to upload to Washboard, please check if the deducted money is from the amount on the card that is temporally stored in the reader.

3. When error code E007 prompts after tapping the card, if configuration is correctly set up, please check:

• If the ethernet cable of the box is correctly connected to the router.

• If the light indicator of the LAN port of the box is on. If not, please check if the ethernet cable is broken.

• Is the router powered on?

• Is the box’s power indicator light on?

4. If the box is configured and works as expected, the reader and VC don’t work normally when the router is offline.

Please check if the reader/VC version supports the box. If it does, restart the reader to prevent it from failing to obtain the “Location Enable Edge Box” parameter.

5. If the reader keeps rebooting:

Please check if the power supply is stable, the cables are bad contact. If log is accessible, please check if there is a “HARD REBOOT” message repeated in the log.

6. If the VXT connected to VC reboots when obtaining balance:

Please update to the latest version specified by VC Touch. The versions of VXT and VC need to keep consistent.

If update is not an option, please void config of vendor logo, custom logo or factory, the three parameters in profile, and re-setup the reader.

4. Issues related to the Router

1. Failed to visit the router through VPN.

Please check if a SIM card (with a valid data flow package) is inserted and works properly.

Q&A

1. Is there a list of error codes + what do they mean?

A: It is not available for error codes related to Linux Box operation status currently.

However, there are error codes for transaction requests stored in the “is_successful” field in the database:

0: Not uploaded

1: Successful

2: SQL error

3: Communication error

4: Encryption/decryption error

5: ANF card

6: Negative balance

7: Lost card

8: randomkey expired

9: Account disabled

2. Will anything happen if the box is removed/turned off without being disabled on WB?

A: For the old Reader version, all devices (e.g., ultra, VC) connected to the box will not be able to process transactions.

While in the new Reader version, if the reader fails to connect the Edge Box, the new version Reader will attempt to directly connect to the Cloud Server for transactions. If only the Edge Box is faulty and the network is fine, the transactions can still be successful.

3. Can the box be used the same, if the customer only wants to have it on/running when there is already an existing modem error/outage?

A: It depends on what the error/outage is.

If the modem lost exterior network connection, the box will work as designed to enable ultra/VC to process transactions offline. The offline data will be uploaded when the exterior network is restored.

If the model lost power supply, the box can’t receive transaction requests from ultra/VC, thus can’t function as expected.

4. Can Ultra run with the CRCS server port / vice versa? If not, what error will populate if the wrong server port is put into the WB + how will it affect the box?

A: No.

If the wrong port is used, data is not able to reach the forwarding service of the box. It is not possible for the transaction to be processed.

Ultra/VC has default port currently. It uses the HTTPS protocol and connects to port 443, and it isn’t using the port configured on WB. There is potential to use the configured port when considering the security issues in later phases. At present, the configured port is only for the Clean Reader and Elevate Reader that use the TCP protocol.

5. Can the Server port be changed at the customer's request without modifying the high compacity config?

A: At present, all the ports monitored by the box can’t be configured through TMS/NMS. The only way to modify is to log in to the device and modify it manually. This explains why it is not advised to change port.

6. Are there any errors they may see even with the Linux Box, where a transaction fails? What would these error codes be?

A: Please refer to the answer for question 1.

7. If the internet drops out and the Linux Box does not automatically connect back to it, will it attempt again, or only once?

A: The box will keep trying, pinging the Internet every other minute.

8. Is there any indicator if the Linux Box gets accidentally unplugged or is powered down while the kiosk is on?

A: No.

Affix 1. Error Codes of Cloud Card on Reader