I am struggling troubleshooting a credit/debit terminal communications to find the cause of the problem. I ran packet monitoring on the terminal today and finding there are a lot of re-transmissions. What are possible causes?
The linked image shows an example from today with two transactions. The first transaction timed out after 60 seconds, the second transaction succeeded. After the first transaction failed, the user tried the transaction again and it worked. They have to do this on about 35% of their payments. Reviewing the day, there are a lot of re-transmissions mostly from the server, but some from the terminal.
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This has been going on for about 6 weeks, many conversations with the payment processor with no success.
The captures are of credit card payment transactions so I'm not able to post the cap file(s).
Credit Card Terminal is a Ingenico iCT250. The payment processor has replaced the unit twice.
All cabling has been tested with no change. Terminal was moved to another location, moved to server room connected directly to switch, connected directly to router (sonicwall), cable unplugged from working computer and plugged into terminal, etc.
Thanks.
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