A ConneX Heartbeat is the last time the Connex Server connected to the database.

Connex Heartbeat

If there is no heartbeat for an installed Connex Client, it may indicate a number of possible problems: 

•  

  • The computer may not be working 

  • CrunchTime! Service may not be running 

  • The computer may not be connected properly to the internet 

  • CrunchTime! software may be blocked by anti-virus software 

  • CrunchTime! server addresses may be getting blocked 

Solution: 

1. Check your network connection

• In a browser window navigate to https://api.connectedmerchant.com/ from the POS where Connex is installed. 
• If you DON'T see the message: "You have successfully connected" you've  determined that you have an internet connectivity issue: 
  • Check the internet connection.
  • Check the firewall configuration to ensure that traffic from the POS to https://api.connectedmerchant.com is permitted. 
• If you DO see the message "You have successfully connected," proceed to Step 2

2. Test connection to Crunchtime

• In a browser window, navigate to https://onprem-c.ct-connex.com  Take a screenshot of the web page in case you need it for the ticket later. 
  • If you cannot connect you have determined that you have a DNS/connection issue that you need to resolve. 
  • If you can connect, then please do the following:
    • Confirm the Windows Service "CrunchTime Connex Client" is running in Step 3

3. Verify Crunchtime Connex service is running  

• Click on start and run program services.msc 
• In the list of services, find the Connex service
  • The legacy Connex service is = "CrunchTime Connex Client"
  • If you're troubleshooting the V3 Connex client, the service name is “CrunchTime Connex Client V3” 
• Verify status = “Started” 
• Take a screenshot of the service properties for the Zendesk ticket
• To view the properties dialog, right-click on the service entry and choose properties 
• Find the correct CrunchTime Connex Client service - verify it shows status Running  
• If the service is not running, please restart it. 
• If service does not restart, please zip the Connex folder and submit it to Support on a Zendesk ticket stating your Connex On Prem Client isn't running:   
  • Click on start and run program eventvwr.msc to open file WindowsEvent viewer 
  • Expand WindowsLogs 
  • Right-click on Application and select “Save All Events As” and save to a file 
  • Right-click on System and select “Save All Events As” and save to a file 
  • Zip Connex folder and send to CT Support
• If service IS running but your location still does not have a heartbeat, provide that information to CT Support so that advanced troubleshooting steps can be discussed