Topaz keeps timing out and wont add to cart
RecTrac 3.1.10.29.00
Table of Contents
Problem
When we add a waiver-linked item that requires a signature to the cart, the system does not allow us to sign the signature pad, instantly times out, and provides the below error message. We have checked the signature profile to ensure the setting is set to “do not send text to signature pad." Is there anything else we can check to fix this?
Error Message
"Item was not added to the cart, the Topaz device either timed out or user cancelled the signature."
Solution
For the Topaz signature pad to work correctly with VIC, it must be using the HSB style of communication. This can be verified by running the program SigPlusAdjust, located in the following file path: X:\Program Files (x86)\VSI\VSI VIC)
Steps For Solution
- Open your file explorer on the RecTrac server.
- Navigate to the following location: X:\Program Files (x86)\VSI\VSI VIC.
- Run SigPlusAdjust as an Admin.
- Highlight the correct Topaz model from the Tablet list.
Note:
It should highlight the correct one automatically but if it does not you can locate the base model type on the bottom of the device.
For Example:
If you have the 4x5 screen size pad it will be the SigGemColor57 or SignatureGemLCD1X5.
- Select the HSB toggle under Connection.
- Click Update.
- Force close VIC by right-clicking the icon in the taskbar and clicking Exit.
- Restart VIC.
Return to Rectrac and test by adding a signature waiver item to the cart. The system should no longer present the above error message and allow you to complete the transaction.