💳Troubleshooting Credit Card Processing Issues

💳 Troubleshooting Credit Card Processing Issues

When credit card transactions fail to process in Pulse, it’s usually caused by a communication problem between the POS and the external payment hardware. This guide walks you through verifying internet connectivity, checking routers and readers, resetting key services, and confirming that processing works — all written for in‑store team members and District Managers.

🌐Internet Connectivity Verification
💳Check Credit Card Reader Connections
⚙️Reset IIS and Pulse Services
💳Test Credit Card Processing in Pulse
🚧If the Issue Persists
✅Summary

🌐 Internet Connectivity Verification

If the store doesn’t have a working internet connection, Pulse can’t process credit card transactions. Let’s make sure the internet and routers are working correctly before moving forward.

A. Check for General Internet Issues

Before checking equipment, make sure your store’s internet connection itself is working.

👉 Internet Connectivity Issues (opens in a new tab)

🧠 After completing that article, return here to continue with router troubleshooting.

B. Check the GLS Router (MX64 or MX68)

This is your store’s main router. It connects the modem to all other systems in the store, including Pulse and the NuSutus Phone System.

1) Identify the correct device

📸 Screenshot Placeholder – GLS Router placement example in cabinet or shelf

🧠 If you’re unsure, the GLS Router is a white, rectangular box with several Ethernet ports on the back.

2) Check the lights on the front

The Power light should be solid white (It may be very dim and even appear off).
The Internet port light (connected to the store modem) should be on and blinking.
During startup or reconnection, the router may perform a rainbow cycle (red → rainbow → red → rainbow → white). If the light stays red or off after 2–3 minutes, the router isn’t connected.
If needed, unplug the power for 30 seconds, plug back in, then wait for the light to return to white.

3) Check the cables on the back

The Internet port (labeled Internet) should have a cable going to the store’s modem.
Port 4 should connect to the cellular backup router.
Ensure both cables click firmly in place and the port lights are blinking.

📸 Screenshot Placeholder – Back of GLS Router showing modem and cellular router cables connected

📸 Screenshot Placeholder – Diagram – Modem → GLS Router → Cellular Backup Router cable flow

🧠 After completing these steps, return to [Internet Connectivity Issues](#) to test that Pulse can connect to the internet. Then go to [Test Credit Card Processing in Pulse](#) to confirm if the issue is resolved.

C. Check the Cellular Backup Router (Cradlepoint or InHand)

If the main internet fails, this router keeps the store online using a cellular signal. It connects to the GLS Router, the modem, and the NuSutus Phone System.

1) Identify the correct device

📸 Screenshot Placeholder – Example of placement next to GLS Router

🧠 The cellular backup router usually has antennas and “Cradlepoint” or “InHand” branding.

2) Check that it has power

Make sure the device is plugged in and the power light is solid.
If it’s dark, unplug it, wait 30 seconds, and plug it back in.
Try a different outlet or power strip if no lights appear.

3) Check the lights and cables

WAN/Internet port: Cable runs to the store’s modem.
LAN Port 1: Connects to Port 4 on the GLS Router.
LAN Port 2: Connects to the NuSutus Phone System.
Each port should show solid or blinking link lights.
The Internet/Cellular indicator should be green or solid when the backup link is ready.
If lights are red, off, or blinking oddly, restart the router (unplug 30 seconds, then plug back in) and wait 2–3 minutes.

📸 Screenshot Placeholder – Diagram – Modem → WAN port → LAN1 to GLS Router → LAN2 to NuSutus Phone System

🧠 After completing these steps, return to [Test Credit Card Processing in Pulse](#) to confirm if the issue is resolved.

💳 Check Credit Card Reader Connections

If Pulse can’t process a credit card, the Credit Card Reader may be frozen or not fully connected. Follow these steps to identify your device, check Ethernet cabling, then reboot it safely.

1) Identify your Credit Card Reader

📸 Screenshot Placeholder – Typical placement beside register / under customer display

🧠 If you’re unsure, this is the device customers use to swipe, tap, or insert their card for Pulse transactions.

2) Check for Power and Ethernet Cabling (Model-Specific)

1. Power On?

The screen should be lit (logo or idle display). If it’s black or frozen, continue — rebooting will usually restore it.

📸 Screenshot Placeholder – Reader showing normal idle display

2. Ethernet Cabling (All but 1 of the Models):

Every reader uses an Ethernet (RJ45) cable that runs to a switch or wall outlet except the Link 2500 that uses WiFi.
Look for solid or blinking link lights on that port.
Tug gently — ensure the plug clicks firmly in place.

Model Cable Details:

iSC Touch 250: Multi‑pin tail with splitter; verify the RJ45 is clicked in tightly at both the splitter and the switch/outlet.

Lane 5000 / 3600 / 3000: Single tail ending in RJ45; ensure both ends are clicked in.

Switch/Outlet: Verify LEDs on the port are lit or blinking.

🧠 After these checks, you can run Test Credit Card Processing in Pulse. If it still fails, follow the reboot steps below.

3) Reboot the Reader (No Power Pull), Then Power Cycle if Needed

Why this order: Always try a soft reboot first. Power‑cycling should be done only if the reboot doesn’t work.

A) Soft Reboot (No Power Pull)

iSC Touch 250: Hold Yellow (Clear) + Minus (–) until the screen turns off, then release.

Lane 5000 / 3600 / 3000: Hold Yellow (<) + # until the screen goes dark, then release.

Link 2500 (Wireless): Hold the Yellow and Minus buttons ~3 seconds until the screen turns off, then release.

✅ Success indicator: After reboot, the reader should display the Domino’s Pizza display slides (idle loop).

📸 Screenshot Placeholder – Idle display showing Domino’s slides – success example

If the slides do not appear after ~90 seconds, continue with a power cycle.

B) Power Cycle (If Reboot Fails)

1. Unplug the Ethernet cable from the reader, cradle, or PoE injector/switch.

2. Wait 15–30 seconds.

3. Plug it back in firmly until it clicks.

4. Wait up to 2 minutes for the device to restart and show the Domino’s Pizza slides.

🧠 Once slides are showing, return to Test Credit Card Processing in Pulse to confirm if the issue is resolved.

⚙️ Reset IIS and Pulse Services

If failed receipts still do not print after completing the printer reset, the next step is to reset the Pulse communication services. These resets restore communication between Pulse and connected hardware like printers or credit card readers.

1) Run an IIS Reset

1. On any Pulse station, go to the Pulse Menu Toolbar and select Utilities.

2. From the Utilities submenu, select IIS Reset.

3. A small black box will briefly appear and disappear — that’s normal. It means the background service restarted.

2) Reset Services in Service Manager

👉 Follow this article for detailed steps: Reset Services Using Service Manager (opens in a new tab).

🧠 After completing both resets, return to this article and continue to Check Makeline Station Printer Settings to confirm if the issue is resolved.

💳 Test Credit Card Processing in Pulse

Once all troubleshooting steps are complete, test credit card processing in Pulse to confirm that the issue has been resolved.

🧠 Never complete (finish) and send the order to the makeline — this test is only to confirm processing.

1) Open a Test Order

1. From the Pulse Menu Toolbar, select Order Entry.

2. Enter a small test order — choose a dipping cup — to reach the payment screen.

2) Select the Credit Card (Manual) Payment Option

1. On the payment screen, select Credit Card (Manual) as the payment type.

Choose Change Terminal, then select the reader you will be using from the popup window, and click Send To Terminal.

3) Enter the Test Card Information

Use the following details when prompted:

Card Number: 4111111111111111 (a four followed by 15 ones)
Expiration Date: Next month’s date (MMYY format)
CVV Code: 123
Zip Code: Your store’s local ZIP code

✅ A successful test will display: “Lost or Stolen Card.” This confirms that credit card processing is working.

⚠️ If any other message appears (e.g., “No Response from Processor,” “Device Not Found,” “Transaction Failed”), processing is still not working — continue to the escalation steps.

🚧 If the Issue Persists

If credit card transactions are still not processing after completing all previous steps, follow the escalation steps below in order. These actions ensure all in‑store systems are stable before any emergency escalation.

1) Double‑Check Key Points

The GLS Router and Cellular Backup Router both have normal lights (no red or off lights).
The Credit Card Reader is powered on and showing the Domino’s Pizza display slides.
You successfully ran both the IIS Reset and the Service Manager Reset.
The test transaction using the card number 4111111111111111 still fails or shows any message other than “Lost or Stolen Card.”

2) Escalation Instructions

For Store Team Members:

If the issue remains after completing all steps in this article, contact your District Manager (DM) for further guidance.
Tell your DM you completed the full Credit Card Processing troubleshooting steps and provide the exact Pulse error message. Confirm whether internet, Pulse, and phone systems are currently working.

📸 Screenshot Placeholder – Example of “No Response from Processor” message for reference

For District Managers:

1. Review the information provided by the store and confirm all steps were completed.

2. If you cannot triage or the issue is critical/system-wide, follow the Emergency HELP Line Protocol (opens in a new tab) to contact the On-Call Tech.

✅ Summary

By completing these steps, you’ve confirmed that the store’s internet, routers, credit card readers, and Pulse services are operating normally. The expected “Lost or Stolen Card” test message confirms credit card processing is functional again in Pulse.

🧠 If the issue returns later, repeat the IIS Reset and Service Manager Reset before beginning any new troubleshooting.