Lost Communication with the Terminal

Created OnMay 12, 2023

byraymondmimick

Description

Merchant is processing with the EMV terminal normally and then all of a sudden, the EMV device is no longer responding. Regardless of restarting the terminal or restarting the BFC SignalR Service, the terminal is not recognized until the computer is rebooted (if Fastboot is turned off). This causes a lot of delay when the store is busy.

Potential Solution

This problem has recently come to light and as of May 12th, 2023, the closest solution appears to be related to the Windows USB Power Management settings. It is possible Windows is deciding to turn off the power to the USB Hub due to its power configuration. We need to change the Power Management settings on each of the USB Hubs listed in the Window’s Device Manager.

USB Hub Power Management

Right-click on the Start Menu and select “Device Manager”

Right Click on Start Menu to select Device Manager

Next, expand the “Universal Serial Bus controllers” section

For each item with the word “Root” in it’s name, we will right-click and bring up the properties of that device. Find the Power Management tab and then we will uncheck the “Allow the computer to turn off this device to save power” option.

Press OK after you uncheck the Allow the computer to turn off this device… option. Do this for each “Root Hub” in the list.

Power Settings

Next, we need to turn off the USB Suspend option in the Power Options. Press the Start button and type “power”

Select the Edit Power Plan option

Once you reach here, you can click on the “Change Advanced Power Settings”

Expand the “USB settings” and the “USB selective suspend setting”

Change the value for each of these to Disabled. This will tell the computer to keep the USB ports active throughout the day. For non-laptops, the On battery option will not be available to you.