Credit Card Plus: Ingenico iPP320
© 2018 athenahealth, Inc.
Rev 1.52 - Page 19
Advanced Network Troubleshooting
Important Note: This section designed for IT specialists and departments to help troubleshoot uncommon
problems that you may encounter during setup. These problems usually only apply to large enterprise
environments due to the way such networks are setup.
Before using the techniques in this section for
troubleshooting, it is important to have consulted the relevant section above!
In certain situations, it is possible that there are impediments to communications between your network and
E
lavon’s networks. When this is the case, it is useful to use the commands below to determine if devices on your
network can access Elavon’s DNS servers and Elavon’s transaction and update servers.
To test if your network can resolve Elavon’s DNS records
Run these commands on a machine on the
same network
as your terminal:
•
In a PowerShell terminal on a Windows 7 machine, run
nslookup fuseboxtrant.elavon.net
•
For extra detail, on a Linux machine run :
dig +trace fuseboxtrant.elavon.net
Output should indicate a successful IP address lookup. If it does not, your DNS lookup may be blocked by your
firewall, or in rare cases, by Elavon’s security team for suspicious
-looking activity. If you suspect that your IP
address/range is blocked, continue with the tests below. If your IP address is blocked by Elavon, a
ll
tests will fail
on your network, but succeed on other networks (such as via a cellular card or home network).
To test if your network can connect to Elavon’s servers on the appropriate ports
Run these commands on a machine
on the same network
(and VLAN if applicable) as your terminal:
•
In a PowerShell terminal run each command separately:
o
New-Object net.sockets.tcpclient("fuseboxtrant.elavon.net", 7000)
o
New-Object net.sockets.tcpclient("termmgttest.elavon.com", 439)
o
New-Object net.sockets.tcpclient("termmgt.elavon.com", 450)
You will either get an error [connection issues], or a successful table readout with some connection details. The
third row will say “Connected: True” if all is well.
If
all
of the above tests fail (including DNS tests), and you are
sure your corporate firewall is not the issue, it is possible you may have been blocked by Elavon’s security team.
If this is the case, please contact athenahealth and we will assist in contacting Elavon to resolve the issue if
necessary.
