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Datacap/NetePay Troubleshooting

If you are having speed or performance-related issues using PINpad's and Datacap consider the following.

Capture the Information

To be able to understand what might be causing an issue is first to understand the environment and methods that are causing the issue.

  • What is the operating system?
  • What is the device Make, Model, Revision, and Firmware?
  • How is it connected to the computer?
  • What version of Datacap?
  • What version of System Five?
  • What version of the RMR Remote POS Device Manager?
  • Is it credit/debit/gift?
  • Is it EMV, Tap or Swipe?

Review Logs

Review the logs to see where the time or error is being produced. What is the specific amount of time that is elapsing. There are 3 places for time to be used up when processing a credit card.

  1. Communication with the device
  2. Communication with the processing network
  3. Communication via the RMR Remote POS Device Manager

Review the Events tab in the RMR Remote POS Device Manager. This will contain date and time stamps of the workflow.

You can also review the Events_logs folder typically located in the user's directory for additional detail.

Check Datacap Version

Check you are running the most recent version of DataCap dsiEMV and dsiPDCX. Many times there are software updates that can improve performance with devices. This will need to be performed on all workstations with performance issues.

Ensure you have installed using administrator rights on any workstation or server you are installing NETePay. This can be done by right-clicking the installer and choosing to “Run as administrator”.

Check RMR Remote POS Device Version

Windward Software provides updates to the Remote POS Device Manager from time to time. These updates improve reliability, performance, and offer updated device support. Work with Windward Software customer care to install an updated version. This will need to be performed on all workstations with performance issues.

Check PINPAD Device Fireware Version

Check your device firewire version which should show when starting. Your PINpad firmware may have bulletins posted by your credit card processor or have specific updates from Datacap.

Check Operating System

Ensure the Microsoft operating system is on our supported list. Also, ensure the Microsoft operating systems are patched with no pending patches that need to be applied. Pending patches will place the operating system into a degraded state which can cause instability in applications until it is restarted.

Check DNS

Domain Name Services is configured and typically provided by a customer's internet service provider. If DNS is incorrectly configured, this can cause up to 30-second delay intermittently while DNS times out and tries another DNS server. It will work sometimes and take a long time other times. We have seen this when a customer changes internet providers and only types in the new DNS information provided by the new provider and leaves the old DNS record.

Do not make changes to a network. A customer's IT provider should make these changes.

To check DNS configuration, at a Windows Command Prompt type in “ipconfig /all”. Validate the Ethernet adapter being used and the DNS.

C:\Users\user>ipconfig /all

Windows IP Configuration

   Host Name . . . . . . . . . . . . : WORKSTATION
   Primary Dns Suffix  . . . . . . . : xxx
   Node Type . . . . . . . . . . . . : Hybrid
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No
   DNS Suffix Search List. . . . . . : xxx

Ethernet adapter Ethernet 1:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : xxxx
   Physical Address. . . . . . . . . : 00-00-00-AA-00-00
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : 0000::145a:da4:2c8a:2222%22(Preferred)
   IPv4 Address. . . . . . . . . . . :
   Subnet Mask . . . . . . . . . . . :
   Default Gateway . . . . . . . . . :
   DHCPv6 IAID . . . . . . . . . . . : 1023444445
   DHCPv6 Client DUID. . . . . . . . : 00-00-00-00-25-AA-BB-CC-DD-EE-FF-AA-BB-CC
   DNS Servers . . . . . . . . . . . :
   NetBIOS over Tcpip. . . . . . . . : Enabled

To test if the DNS is reachable. At a command prompt type nslookup. Enter “server IP_address” to set the server. Type “” or some other known website name. The nslookup should return an IP address if working. If you see a “DNS request time out.” That DNS server is not working and resolutions could be removing it from the network configuration or contact the internet provider that their DNS is not operating.

Default Server:  servername

> server
Default Server:  servername

Server:  []

DNS request timed out.
    timeout was 2 seconds.
DNS request timed out.
    timeout was 2 seconds.
DNS request timed out.
    timeout was 2 seconds.
DNS request timed out.
    timeout was 2 seconds.
*** Request to [] timed-out

Debit/Credit Support

In North America, some credit cards can be paired with a bank account to support both credit and debit in a single card. Typically the customer will be prompted to choose which method but the default of this transaction experience comes from the processing bank, deployment credentials and capabilities of the PINpad devices.

Debit support was added to Datacap NetePay in October 2017. You can also set Credit/Debit behavior settings in System Five. In order for these System Five setting to work, the NetePay software, NetePay deployment identifier settings, and firmware of your PINpad need to be configured and able to support credit/debit cards.

To Enable Credit/Debit:

Datacap 5.06.xx EMV Options Datacap 5.07.xx EMV Options

Netepay Support

You can also visit netepay support page to search for any unknown NETePay software errors being experienced.

netepay_setup_-_datacap_troubleshoot.txt · Last modified: 2020/06/11 14:43 by kevin