cayan troubleshooting
warning!!!
Big changes have occurred
that will cause your genius to stop running in the near future. please reach out to i.t. (mimbsy) or THE HEAD REGIONAL MERVIN FOR ASSISTANCE.
warning issued 1/9/2025
initial setup
When first setting up a computer to use the cayan genius credit card reader you need
to first install the cayan security certificate. Click the big red button below to download the security certificate.
The file downloaded will likely be listed as pod-ca - open firefox and choose the drop down menu labeled with three vertical dots on the right hand corner of the screen. Choose Settings from the list. Then type certificate in the search box in the middle of your screen and hit enter. You will choose to import the pod_ca.crt file then a pop up will prompt you to choose from options. You will need to check the box for allowing communication with websites then hit ok. Congratulations your Genius security certificate should be active.
Please note that if you reset firefox or alter it's files in the back end of the computer this step will likely need to be repeated. Before any other trouble shooting.
Fast - Genius Fix Button Diagnostic
My POS has failed to POS and is no longer doing credit card transactions >:c
If you don't have one of these buttons I would personally recommend it. It answers a lot of questions very quickly when diagnosing your computer.
1: Double click the [Genius Fix Button] (it is just a prepackaged form of the JSON Address script that functions as a hotlink that is listed in the Advanced Diagnostics Section)
2. You may receive a warning from Firefox saying that this link may be unsafe. Great news!... it is safe.
3. Choose to proceed via advanced options.
4. If you see a text based screen with the first couple of lines reading ONLINE and status "00" Refresh your lightspeed page or close and reopen firefox completely.
5. To verify that this has corrected the problem try to run a sale and see if the genius responds and requests payment.
6. If this method fails Verify that the IP address listed in the Cayan Genius Credit card reader matches the IP address listed in the [Genius Fix Button].
7. To Verify the IP Address
Using the pin pad on the Cayan Genius press 000 (zero-zero-zero) on the keypad.
Then type the default password 9416557 and press the big green button to enter the admin screen.
on the admin screen look for the number listed as an IP address.
Example: 192.168.1.23
8. Now that you have the Current Listed IP address on your Cayan Genius Terminal. Right click the [Genius Fix Button] and select properties from the drop down menu. You will see a clip of text that is identical to the JSON link. If the IP address does not match what is listed in the in the Cayan Genius Card Reader you will need to replace the numbers that do not match then hit the apply button. Then close the link window, press the big red button on the genius card reader a few times to put it in a neutral state and then steps 1 - 5.
9. If the IP address did not match you will now have to call the HR at Warehouse, Mervin, or I.T. to have your IP address updated in lightspeed.
10. If all of this fails you have big problems, and need to call IT. There is a lot more that can go wrong here, but this is the most common situation and will save you lots of time once you memorize the process.
ADVANCED troubleshooting
Using the pin pad on the Cayan Genius press 000 (zero-zero-zero) on the keypad.
Then type the default password 9416557 and press the big green button to enter the admin screen.
on the admin screen look for the number listed as an IP address.
Document the IP address in a notepad file saved to your desktop labeled as IP-day-month-year
Example: 192.168.1.23
If you already have a notepad file with the last documented IP address please check to see if it is the
same as the IP address listed in the cayan. If the IP address does not match you
will have to call Mervin or warehouse to update the IP address listing in lightspeed before proceeding to the next steps.
Copy the following link and paste it into your firefox browser then replace the xxx.xxx.xxx.xxx
with the IP address you found in your cayan genius credit card reader.
https://xxx.xxx.xxx.xxx:8443/v2/pos?Action=Status&Format=JSON
Example:
https://192.168.1.23:8443/v2/pos?Action=Status&Format=JSON
press the big red button on the genius a few times to get it to go back to its standby screen
then hit the enter key on your computer keyboard to input the ip routing link.
If all is well... You will be greeted with a warning page from firefox.
Scroll down and choose advanced and continue to page anyways.
Some text will appear in your browser window with the cayan connection diagnostics readout.
You should see ONLINE listed near the top of the readout which means the process should
have been successful.
Run a test transaction in lightspeed by adding an item and try to run it as credit.
If the genius screen lights up asking for a credit card you are good to go.
You can hit cancel transaction and clear the items to run transactions again as normal.
additional troublshooting and known cayan issues
1. Firefox updates run in the background unannounced and often times break
the established connection from the computer to the Genius.
Solution: Follow basic trouble shooting protacol (run JSON link)
2. The ethernet cables have been stomped into a frayed pulp and either intermitantly
transfer data to the genius or no longer work at all.
Solution: Call your regional for new ethernet cables and duct tape them
to the floor away from the register (where they don't have to be stood on)
3. Mozilla firefox has become irredeemably corrupt due to how it manages memory.
Solution: Try using the firefox refresh utility. Close firefox hold down the shift key while double clicking firefox icon.
Choose refresh. If this fails call IT for deep wipe of Firefox.
Yes it embeds itself in the file system and cannot be totally uninstalled by normal means.
You will have to follow the initial setup Guide above to reinstall the Cayan Security Certificate into Fiirefox.
4. Loss of connection temporarily due to lightspeed or payment processor going offline.
Solution: Be patient while their teams slap out the server fires.
trouble shooting failed?
or don't want to deal with it?
Please reach out to Me (Mimbsy) through slack or on my office hotline
during warehouse hours @ 479-203-0606 or on my mobile after hours 770-855-4255
if not available please reach out to Mervin.
IT use section only
https://xxx.xxx.xxx.xxx:8443/v2/pos?Action=Status&Format=JSON
http://xxx.xxx.xxx.xxx:8080/v2/pos?Action=Status&Format=JSON
9036
lightspeed mozilla about:congfig settings
https://retail-support.lightspeedhq.com/hc/en-us/articles/360009214813
Do not fool with this IT use only!
CAYAN SPECIAL ADMIN LOGIN
HOLD 159 then password 166832