Hello team,
Hope you can help us or give us some suggestions on how to proceed.
We have a Station solo, and 2 flex devices.
Since the beginning of March, we have been experiencing several communication problems with our devices:
1.- If we have created an Order, in our Flex devices, those orders are not being reflected on the station solo ( it could take hours)
2- When we manually introduce the tips on the transactions, the tips will disappear after a few hours ( Yes, they disappear)
3.- Now, customers pay with their credit cards, it shows as closed, and after a few minutes, the transactions are open again.
What we have done:
1.- We called Support and rebooted the devices, which helped a little bit and only for a few minutes.
2.- The support guy checked the network queue, on the station solo,, and it has had several unprocessed transactions since March 2, after the reboot, it decreased a little bit, and they told us to monitor if it decreases and check our network. ( The flexes devices have a 0 network queue)
3.- We checked the network, disconnected any other device no related to the Clover system, called our ISP, and upgraded our bandwidth from 300Mb to 600 MB. ( please notice that we have a small restaurant, we usually have around 200 transactions per day, so very low network usage). We change network cables, etc.
4.- So we continue with the issue. We have been trying to contact support, but it has been a nightmare, once somebody answers, the call is ended, or they transfer to a number where nobody responds.
Now, we are NOT able to accept credit/DEBIT cards, and NOT accepting TIPS.
We are thinking of doing a factory reset, but I will need support to provide me with a new activation code.
thanks
