Frequently Asked Questions

Paytronix provides 2nd tier support. All stores first need to contact their IT help desk or other IT resource with any problems. If the help desk is unable to solve the problem, they will contact Paytronix directly.

If you are a guest, the best contact for account or card related issues is your local restaurant or the restaurant’s corporate office. Paytronix does not handle guest relations for any of our clients.

If you are an employee attempting to access the Paytronix merchant portal and forgot your password, you can request a new password using the Paytronix forgot password form. You will need to have access to the email address registered for your username in order to request a new password. To complete this request, please fill in the required information on the “forgot password” form found here: https://www.pxsweb.com/forgotpassword/request

If you do not have access or do not know the registered email address, you will need to contact your corporate office in order to have the password reset. Paytronix cannot directly provide new passwords for registered users.

If you have already been provided with a username by your organization’s Paytronix User Administrator, please login to the merchant website at https://www.pxsweb.com/merchant/home.srv. From here, you will be able to complete all administrative functions. If you do not have a username, please request that one be created through your corporate office. The corporate office is the best point of contact for any account administration, and is in contact with your assigned Paytronix Technology Consultant.

• Your first point of contact should be your corporate office, either your I/T department or guest relations line. They can perform adjustments through a web-based interface.
• In some cases, you may have access to an IVR system that allows adjustments through a phone call. Contact your corporate office to find out if you have this feature.

Your company’s Paytronix Administrator is the best point of contact for any user account or product usability issues. He or she will be in regular contact with the TC, who maintains your company’s Paytronix account, billing, and overall program.

If you are the Paytronix administrator and do not know who is your TC contact is, or you have trouble with accessing the Paytronix system, you may call the general support line at 1-866-PXHELPME (794-3576), or dial direct at (617) 649 – 3300, and select option 1.

The software packages are listed on the support page. If you came from there, click the back button, and locate the section with the software download links. (Or click here: www.paytronix.com/support) If your POS is not listed on the page, then please contact your Paytronix Technology Consultant for more information.

Paytronix utilizes two major applications in order provide remote support:

• https://paytronix.webex.com – WebEx is an online meeting application used for training and remote support.
• http://support.paytronix.com/PXremote.exe – Single Click is a light-weight software application also used for remote support.

First, login to the merchant website at https://www.pxsweb.com/merchant/home.srv. On the left hand side, click on run reports and select the report you wish to run. If you do not see the report that you trying to run, please contact your corporate office about being granted permission to run the specific report.

If you need help understanding a specific report, navigate to the report you wish to run and click the “Help” button in the top navigation bar.

If you need help understanding a specific report, navigate to the report you wish to run and click the “Help” button in the top navigation. The help page will provide you with a detailed explanation of the report, what it is used for, and how to interpret it. If after referring to the help page you still need help, you should contact your Paytronix Technology Consultant.

There could be a number of reasons why cards cannot be processed. Follow the steps to troubleshoot the issue:

• If there have been any POS changes, contact your dealer or POS I/T helpdesk to ensure that the changes are not interfering with Paytronix. Your I/T team may, in turn, contact Paytronix if they need assistance.
• Ensure that your location is connected to the Internet, and that your Internet Service Provider (ISP) is not experiencing issues. To verify this, open up an Internet browser and check that you can access the Internet. If browsers are not allowed at your site, or the computer’s desktop is locked from access, you’ll need to contact your I/T help desk for assistance. Alternatively, if your site is using dial-up access (such as with Verifone terminals), check that the phone lines are functioning.
• Restart the Paytronix Controller service. Click on start, run, then enter services.msc and OK. Right click on Paytronix Controller service, and select restart.

If after completing the steps above, you are still not able to run cards, contact your I/T department. In the event that the I/T department cannot resolve the issue, have them contact your Paytronix Technology Consultant.

Symptoms:
I receive an error 1067: This process terminated unexpectedly

Description:
This error occurs when the correct version of Java is not installed on the machine, or Java has been changed after the Paytronix software was installed. If Java has been removed, the Paytronix Controller will not start, and you will receive this error. Paytronix requires Java version 1.6 (32-bit) or higher.

Resolution:

• Uninstall the Paytronix Controller
• Install the correct version of Java. For a 64-bit machine, install the 32-bit version of Java instead of the 64-bit version of Java.
• Reinstall the Paytronix Controller

Symptoms:
You are unable to process cards, and the log file reads “PXConnectionException in URL Connection”

Description:
The Paytronix Controller is having difficulty communicating with the Paytronix Server.

Troubleshooting Tips:

• Ensure that you are connected to the Internet, and that your Internet Service Provider (ISP) is not experiencing issues. To verify this, open an Internet browser and check that you can access the Internet.
• Check to see if there is a software firewall or virus scanner that is blocking connection to Paytronix. While troubleshooting this issue it is recommended that you disable any firewall that could potentially block IP connections.
• Verify that the location is not having issues resolving the DNS (Domain Name System) server.

Symptoms:
Paytronix cannot process cards, and in the Paytronix logs the line “No valid credential file. Unable to connect to Paytronix Server” appears.

Description:
This happens when Paytronix is not authenticated for the specific machine. Paytronix authenticates servers based on their NIC card’s Physical (MAC) Address. This often occurs if the store has recently received a new server and the MAC address was not added to the Paytronix system.

Resolution:
Call your Paytronix Technology Consultant (TC), who will be able to help you add the MAC address to the Paytronix System.

Symptoms:
There is a Java Bind error in the Paytronix log file, and transactions cannot be processed.

Description:
This error can occur upon a new PXC installation on a Micros POS system. Also, this error is generally due to a TCP/IP port being occupied by another application. Specifically, the port that the PXC wishes to utilize (9000 for Micros, 5023 for POSitouch, 9090 for other POS systems) must not be used by another application.

Resolution:
For the Micros installation issue, restart the PXC 1 – 3 times to see if the error clears and the PXC remains running. Otherwise, for the general case, you will need a tool like TCPView to determine which application is claiming the port. You can then either remove or reconfigure that application, or contact your Paytronix Technology Consultant for assistance in modifying the PXC’s configuration.

Symptoms:
There is a Java Heap error in the Paytronix log file, and transactions cannot be processed.

Description:
This error usually occurs when Java does not have sufficient memory to run properly.

Resolution:
Confirm that the user has sufficient resources to run. If there are restrictions on specific resources for the user running Paytronix, remove them and restart the Paytronix Controller service.

Restaurant customers, please direct all inquiries to the local restaurant about specific programs.

If you are interested in becoming a Paytronix client, please direct inquiries to www.paytronix.com/contact.