Credit Card Readers

In conjunction with Tessitura, the Credit Card (EMV) devices are how Box Office, Group Sales, Development and other departments process transactions for Patrons. Given this is a mission critical device, IT supports troubleshooting of these devices as it pertains to networking. Box Office maintains the database that pairs the computer and EMV devices together.

A computer can only be paired with one EMV device at a time! However, an EMV device can have many computers paired with it. 

Step 1: Locations

• EMV devices can be found in the 1^st FL Box Office, Call Center and Judson’s.
  1. 1^st FL Box Office:
     • 5 “tethered” EMV devices at the Box Office Windows
     • 2 mobile EMV devices
       • 1 is in the Supervisors area
       • 1 is used for Judsons
  2. 2^nd FL Call Center:
     • At Supervisors desk.

Step 2: Troubleshooting

• You can find EMV login information either on tessitura.com support page
• OR in the P Drive.
  1. "P:\IT\Documents and Procedures\Needs review and approval\Jesse\Tessitura Documents\EMV Reader Login.pdf"
• Login to the device
• Try restarting the device.
• Confirm the device is on the DPCM WiFi network.
  1. If not, then move to step 4.

• Switch to the Diagnostics page
  1. Test the following:
     • Endpoints
     • PSP Connection
     • Terminal API
  2. IF all of them PASS: move to Step 3
  3. IF any of them FAIL: move to Step 4

Step 3: Device Pairings

• A computer can only be paired with one EMV device at a time!
  1. However, an EMV device can have many computers paired with it. 
• Gather the computer name and the EVM serial number.
• Instruct the users to process transactions manually while you sort out the issue.
• Email Ashley Wright Shannon and or Nick Smith.
  1. Only those two Colleagues are allowed to modify the database TR_Machine_Settings!
• Once they confirm the device is correctly paired in the system, the user should try a transaction to confirm.
• If you’re still seeing issues, move to Step 4.

Step 4: Escalation

• Often, you’ll need to open a ticket with Tessitura themselves.
  1. Navigate to https://www.tessitura.com/
  2. Select login in the top right corner.
  3. If you don’t have a login, select the “Register” tab.
     • Use your DPC email and fill in the form accordingly.
  4. Login with your credentials.
  5. Use the “Support & Learning” pull down menu and select “Get Support”
  6. Select “Create or Manage Tickets”
  7. From here you can read any Knowledge Base articles that may help with troubleshooting.
  8. OR select “My Requests” to proceed
  9. Select “Submit a Request” in the top right corner.
  10. Fill out the form and select the appropriate response level
      • Just like our tickets, try and provide as much information as possible, what troubleshooting steps you’ve already tried and any screenshots if available.
  11. Select “Submit Request” when ready.

Questions?

Author: JW Madonna

Email: j[email protected]

Phone: 407-803-5005 x5005