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:
Please reach out to you acquirer support as your first point of contact. However if you wish to try and resolve the issues yourself, you can try the following troubleshooting steps below.
Common Linkly Client Error Status and Resolutions
Invalid Port
Definition:
Invalid Port means that the Com port in the Linkly client doesn't exist or isn't set with the correct device name.
How to fix:
- Open the Windows Device manager.
- Confirm the COM port exists (e.g. COM3).
- Check the correct COM port name is entered into the Linkly Client settings.
Error 123
Definition:
The Linkly Client cannot find the selected Eftpos device in the COM port field.
How to Fix:
- Confirm that the Eftpos device is physically connected to the PC.
- Check the Window Device Manager for 'Ingenico Telium' or similar under the 'USB Serial Ports'. Also check for any spelling errors
- If the Eftpos is using a Serial cable (RS232), it will not appear by name, 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 connected and discoverable from the PC, but the Client is not receiving a response from the Eftpos device.
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 |
Client Offline
Definition:
The Linkly Client services are not running.
How to Fix:
- Go to cmd prompt or run and enter 'Services.msc' to open Windows Services.
- 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.
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'.
Open Control Panel and 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'.
Open Control Panel and click on 'Power Options'. - Select ‘Change what the power buttons do’.
- Ensure ‘Fast Startup’ is unticked.
- Ensure ‘Sleep’ is unticked.