Linkly Client and Terminal Troubleshooting Guide – CP Support Sandbox

What is the Linkly Client?

The Linkly Client is software installed on your Point of Sale (POS) system. It acts as a bridge between your POS and the EFTPOS terminal, translating transaction requests and ensuring smooth communication.

How it works:

Imagine your POS system is the customer at a restaurant, the Linkly Client is the waiter, and the EFTPOS terminal is the chef. The customer (POS) places an order, the waiter (Linkly Client) translates it and passes it to the chef (EFTPOS), who then processes it.

Where can you configure the Linkly Client?

You can configure the Linkly Client, by double-clicking the Linkly client icon in your system tray. It also acts as a quick visual indicator of the connection between the Linkly Client and EFTPOS terminal. However, for troubleshooting it is good practice to open the Client and view the exact ‘Error Status’. When the integration is working fine, the Client Status will display 'Pinpad Online'.

Linkly Client Troubleshooting

Caution:
We strongly advise to reach out to your acquirer or merchant support as your first point of contact to escalate.
However, if you wish to try and resolve the issues yourself, you can attempt the following troubleshooting steps below.

Common Linkly Client Error Status and Resolutions

Invalid Port

Definition:
The Linkly Client cannot communicate to the Pinpad Eftpos device because the value in the COM Port field is either incorrect or does not exist within Window Device Manager.

How to fix:

Open the Windows Device manager, and navigate to Ports.
Confirm the device is present such as 'COM3' or 'Ingenico Telium'.
Confirm the correct COM port name is entered into the Linkly Client settings, apply the changes to save.

Error 123

Definition:
The Linkly Client cannot locate the value entered into the COM Port field.

How to Fix:

Confirm that all the required power and data cables are physically connected from to the PC.
Check within Window Device Manager under Ports for 'Ingenico Telium' or similar.
Also check for any spelling errors.
If the Eftpos is using a Serial cable (RS232), it will not appear by name and will display either COM1 or COM2.
If this is the case you can rely on the EMS Client's Auto Detect feature to determine which COM port the device is connected to.
If the device is still undiscoverable, follow the 'Client Offline' troubleshooting steps.

Port Open

Definition:

The device is physically connected and discoverable from the PC, but when the Client is attempting to communicate to the Eftpos Pinpad, the Pinpad is not responding.

How to Fix:

On the Eftpos device, check that the Bluetooth icon is green or blue. If not, reboot the terminal and disconnect / reconnect the Eftpos devices charging base (if applicable). To reboot the Eftpos device, hold down the Func and Clear button.
Check the communication settings on your Eftpos device are correct. You will need to press the following buttons on your Eftpos device.

Note: To move up and down on the options, you will need to press F2/F3 on the touch screen

Terminal Comms for USB	FUNC > 11112227 > ENTER > 'Configure Terminal Comms ' > ENTER > SERIAL > USB SLAVE > VLI38400
Terminal Comms for Serial (RS232)	FUNC > 11112227 > ENTER > 'Configure Terminal Comms ' > ENTER > COM0/1 > 38400 (9600 if there are issues)
CBA Terminal Comms for USB	FUNC > 4 > 11112227 > OK > 'Linkly Interface' > 1. BAUD Rate > 38400 > 2. COM Port > USB

Linkly Error Popups and Resolutions

Client Offline

Definition:

The Linkly Client services are not running.

How to Fix:

Press the Windows button, and search for Services.
Once the Services application is open, search for 'Linkly Client' or 'PC-Eftpos Client'.
If the services have stopped, try restarting the service manually or restart your PC.
If this doesn't resolve the issue, install the Linkly middleware with administrator privileges.

Control Panel Active

Definition:

The Linkly Control Panel window is open and active.

How to Fix:

Close the Linkly Control Panel that is open.
If the error still occurs, follow the steps below:
- Go to cmd prompt or run and enter 'Services.msc' to open Windows Services.
- Search for 'Linkly Client' or 'PC-Eftpos Client'.
- Try restarting the service manually or restart your PC.

Recursive Call

Definition:

The Linkly Client is busy handling a previous or existing request from the Point of Sale.
This error will only appear for ActiveX based Point of Sales.

How to Fix:

Cancel any current POS requests, and restart the POS application.
Restart the POS computer.
Update to the latest Linkly version - Software Downloads - Linkly
If the error is persistent, it may indicate that the Point of Sale application is sending too many requests too often. Please contact your Point of Sale vendor for further investigation.

Additional Troubleshooting

Device Manager – Power Management

Open Device Manager from the Windows Start menu or Open ‘Run’ and enter 'devmgmt.msc' and press "OK"
Navigate to 'Universal Serial Bus Controllers' and expand the list

Open each USB Hub and check the 'Power Management' tab and untick 'Allow the computer to turn off this device to save power'

Repeat this step for each USB Hub present (Including Generic USB Hub, USB Root Hub)

Control Panel – Power Management

From the Windows Start search, enter 'Control Panel', click to open the Control Panel and then click on 'Power Options'.
Select current power plan and choose 'Change Plan Settings'
Select ‘Change Advanced Power Options’
Make sure the following is configured:
- Sleep > Sleep after > ‘00’ minutes
- Sleep > Allow hybrid sleep > Off
- USB settings > USB selective suspend setting > Disabled

Disable Windows Fast Startup (Windows 10 - 11)

From the Windows Start search, enter 'Control Panel', click to open the Control Panel and then click on 'Power Options'.
Select ‘Change what the power buttons do’
Ensure ‘Fast Startup’ is unticked
Ensure ‘Sleep’ is unticked