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Problem
There really are three distinct parties involved in troubleshooting (Elavon, Devnext, and IT) and we have to be very specific about the exact issues in order to determine where the failure is happening so that we know which party is able to help. For example:
Sometimes transactions will fail using the swipe or chip but will process successfully if manually keyed into the MX device. This would be an issue with the configuration of Elavon's Simplify software on the credit card terminal itself. Neither Devnext nor IT would have any control over that.
Other times there is a TCP/IP message on an MX terminal screen. That implies a network connectivity issue between the MX Device and Elavon. Neither Devnext nor Elavon has control over that since it's likely a network or firewall issue at the Kroc Center.
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The high-level diagram below shows the connections described, with the black line being the USB connection, the blue being the kiosk network connection to THQ, and the red being the MX device ethernet connection to Elavon.
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