Troubleshoot the connector

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.

Payments reversed when exiting the payments screen

Cegid’s standard behavior when only a partial amount of a basket has been paid and the business elects to abort the operation is to reverse all payments when exiting the payments screen. If the cashier wants to exit the payments screen they receive a prompt asking if they want to abort the input. Selecting Yes reverses all payments made up to this point.

After selecting Yes, you can see a recap with the summary of all payments that were canceled, and their cancellation status.

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.

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.

A cache file hasn’t been created

Upon completion of a successful online transaction, a cache file is created in the location set in the ‘Local Stripe directory’ (See Register Settings – EPT Configuration, under the Communications tab). Navigate to the location set in the EPT settings and confirm a file has been created.

If no files have been created, attempt a transaction when you’ve established internet connectivity.

If files have been created, make sure that register settings have been exported, and retry the transaction.

Canceled payments

If the cancel button has been selected on the PED, it generates the following error that alerts to the canceled transaction.

The cashier needs to then follow their backup process.

Additional debug options

If instructed by Stripe, please follow the instructions below to capture additional logs and provide them to Stripe Support, along with steps to recreate the issue.

1. Click the person question icon in the top right-hand corner of the Cegid Y2 Front or Back Office application, and select Preferences.
2. Click DEBUG, select Switch to Customer Service View, then click SAVE
3. When you return to the Stripe payment connector settings, you see an additional tab called Debug.

You can configure the following options using the Debug tab:

• File logging level
  • This sets the level of logging that outputs to: C:\ProgramData\mwcAppData\StripeCPOSModule CPOS driver\Logs\YYYY-MM-DD Stripe.log
• Console logging level
  • This sets the level of logging that outputs to the Cegid Debuglog utility.

For both of the above options, the available levels are:

• Off – no logs are created or written to.
• Reduced output – only errors & warnings are written to the file.
• All output – verbose logging – used when diagnosing an issue.

SSL library directory

• This sets the path to the directory where ssleay32.dll and libeay32.dll are located.
• By default, the MSI installer (and manual installation instructions) puts them in C:\Program Files (x86)\mwcApps\Lib but if there is a requirement to move them elsewhere then the new directory should be specified here.