This error occurs when IRIS Manager is not able to make contact with the POS endpoint. Guests will receive a warning of 

IRIS Manager users will also see this error message when trying to test the connection from 'FnB Menu' settings.

Instructions to resolve issue

1. check that the POS workstation/Server is on and connected to the internet
2. the POS workstation/server has no errors or updates currently occurring
3. POS application is working correctly without errors on the designated workstation/Server
4. check that no network changes have recently occurred, Firewall changes, workstation change of IP address, etc (check with the property network team)

Checking the Service is working locally

A simple test to confirm if the issue is because of the network or because the POS is not responding is to use a Telnet session. This should be done from another workstation on the same local network. (If you are not sure, please check with your local IT/Network team). 

EMC/Simphony can also be tested by trying to access the service from a webpage - See below for steps

This will check if you can get a response locally, if you can then, then issue will be between the local network and accessing the service externally by to the hotel network, you will need to ask your network team to troubleshoot this for you.

To perform the test Using Telnet

On a Windows computer

1. Press the Windows key and type "Windows features" in the search bar. Then, select Turn Windows features on or off. 
2. Tick the Telnet Client checkbox and click OK.
3. Press the Windows key + R, then type "cmd.exe" and click OK
4. Enter "telnet + IP address or hostname + port number" (e.g., telnet www.example.com 1723 or telnet 10.17.xxx.xxx 5000) to run the telnet command in Command Prompt and test the TCP port status. For Simphony the port will be 8080 for other POS services please check with your vendor support as the value can change.
5. If the port is open, and the service responding, only a cursor will show
6. If the port is closed, or the service is not responding, a message will say Connect failed.

If there is no response locally after performing the test, please contact your POS support team to investigate the issue and confirm that the service is working correctly. 

Retest once they have confirmed it is working again.

EMC/Simphony test

In addition to the Telnet test, Simphony can also be tested by trying a URL with the local IP address of the workstation

Http://[Local_IP_of Workstation]:8080/egateway/SimphonyPosApiWeb.asmx 

(eg. Http://10.10.24.48:8080/egateway/SimphonyPosApiWeb.asmx)

If the connection works, you will get a response similar to this

If the connection fails, it will look similar to below

Troubleshooting Check list

1. Click the Test connection button in IRIS Manager ( Some users may not have access to this, contact their support team to do this step)
2. Check workstation has no errors displayed or known to be occurring
3. Reboot to workstation - to clear any existing errors 
4. Perform Telnet testlocally to confirm service available
   1. Request assistance from POS Support if service not working
   2. Request support with Network team if service available

If you continue to see this error when trying to place an order, contact your designated Support team for further instruction.