# Troubleshoot the app Learn how to troubleshoot the Stripe app for Cegid. Use this guide to troubleshoot issues with the app 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, go 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. | ## 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](https://docs.stripe.com/use-stripe-apps/cegid/configuration.md#peripheral-settings), 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. > The following can only be carried out by a Y2 user with the relevant access rights. 1. Click the person question icon in the top right-hand corner of the Cegid Y2 Front or Back Office application, and select **Preferences**. 1. Click **DEBUG**, select **Switch to Customer Service View**, then click **SAVE** 1. When you return to the Stripe payment app 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.