Network Issue with EMV Readers

Maggie Peck

My org had been using the Verifone EMV reader from Altru for a little less than a year. We had some issues at the beginning, but after we plugged the reader in via ethernet, it worked great for us. At the beginning of the month, we started getting a pop-up “unable to connect” error. Our CC reader hasn't worked since.

I ordered the new WisePOS E reader to see if the problem was with the reader itself, but after getting it all set up, we received the exact same error message.

The readers both work on hotspots/alternative networks. We've tried fixing various settings and run through various troubleshooting with Altru, with no luck.

Has anyone else had this issue? We can't figure out why it would work one day and stop the next. And even our local IT person is stumped.

Derek Schartung

@Maggie Peck
Are you using any upstream security filtering? E.g. deep packet inspection, custom DNS filtering, proxy, etc… Your IT should do a packet capture when it is on your LAN and from there more info can be determined.

Maggie Peck

@Maggie Peck
FYI for anyone else who comes across this problem, our IT rep ended up having to set our POS stations to a different WiFi network that didn't have the same security protections as our regular org network. This seemed to stump all Altru support.

Maria Reynolds

@Maggie Peck
Are you running into this auto renew issue where if a membership was sold in daily sales with the readers, and set to autorenewal, they are NOT renewing? I just talked to an organization today and they said they have known for months! Altru just informed us, and there are over 900 records impacted.