How do I fix my Connex client connection/heartbeat issues?

A Connex Heartbeat indicates the last time the Connex Server connected to the database. All active On-prem locations must have a current Connex Heartbeat to process data from POS to Crunchtime.

This article provides instructions on troubleshooting connection issues with Connex. If you need to install the Connex client, visit our article with the guides and links to the Connex installer.

If there is no heartbeat for an installed Connex client, it may indicate one of following problems.

• The computer is not properly connected to the internet.

• The Connex software is blocked by anti-virus software or firewall.

• The Connex service is not running.

The sections below provide details on testing these causes.

On the POS where Connex is installed, open a browser window and navigate to https://api.connectedmerchant.com 

• If you see the message “You have successfully connected”, continue to the next section to test your connection to Crunchtime

• If you do not see the message “You have successfully connected”, make sure the computer is connected to the internet and check the firewall configuration to ensure that traffic from the POS to https://api.connectedmerchant.com is permitted

On the POS where Connex is installed, open a browser window and navigate to https://onprem-c.ct-connex.com 

• If you can connect, continue to the next section to check if the Connex service is running

• If you cannot connect, work your network administrator or IT department to investigate connection and DNS issues further

Tip: Take a screenshot of the web page in case you need it for the ticket later. 

Use the following steps to check if the Connex service is running.

1. Click the start menu and search for services.msc 

2. In the list of services, look for CrunchTime Connex Client or CrunchTime Connex Client V3

3. Verify the status is Started or Running

4. If the service is not running, right-click it and select Restart

5. Wait for the service to restart

6. Right-click on the service and select Properties and take a screenshot of properties window

Note: The Connex v2 service is CrunchTime Connex Client and the Connex v3 service is CrunchTime Connex Client V3

 

If you have completed all troubleshooting steps and the issue continues, please contact Crunchtime support and provide the following information.

• Troubleshooting steps already performed

• Screenshots taken during troubleshooting

• If the Connex service will not start, provide a zip file containing the Windows Event logs

If service does not restart, use the following steps to save the Windows Event Logs.

1. Click the start menu and search for eventvwr.msc to open the WindowsEvent viewer

2. Expand WindowsEvent viewer

3. Right-click on Application, select Save All Events As, and save to a file. 

4. Right-click on System, select Save All Events As, and save to a file. 

5. Zip these files and send them to Crunchtime support.