Troubleshoot the connector

Learn how to troubleshoot the Stripe Connector for Cegid.

Use this guide to troubleshoot issues with the connector and your Cegid integration.

Missing SSL libraries

Cegid Retail Y2 version 21 removed the ssleay32.dll and libeay32.dll libraries from the core installation. By default, these DLL files exist in the C:\Program Files (x86)\mwcApps\Lib directory.

To change the location of these DLL files, you can define a new path in the Register settings under Debug > EPT Configuration.

Duplicate payment references

Configure Cegid to prevent duplicate references of your transaction payments.

To do so, navigate to Register Settings > Peripherals. Enable ReceiptRef to create a sequential counter of configurable length for each payment.

Loss of internet connectivity

If your device loses connection to the internet, you can try the following troubleshooting steps.

For this type of device	Do the following
Terminal-connected	Make sure all cables are securely plugged in. Verify that all lights are on.
Freestanding	Ask an authorized person to confirm the device is connected to the WiFi network. Make sure the PED and Terminal reader are on the same network. If the networks differ, change the network to the correct one for that device.

If your WiFi connection is lost, you can attempt to reconnect the PED to the network. If reconnection fails, use your backup payment process, and then report the fault through the appropriate channels.

Loss of internet connectivity at the router

If the PED and Terminal reader are connected to the router and WiFi network, but internet access is unavailable, you can try the following troubleshooting steps.

Situation	Description
When you push a payment to the PED, you see a `Connection error` alert with a prompt to try again.	Select Yes to attempt to reconnect to the internet. Select No to close Cegid. Then, reopen Front Office in standalone mode.
You’re prompted to switch to standalone mode.	Accept the prompt to switch modes. Attempt to reconnect to the internet later.
You’re in standalone mode.	Although the payment process might take longer than usual, the connection between the PED and Cegid remains intact and you can still process card payments. Your customers won’t notice any changes to the payment process.