Cantaloupe Card Reader Status “Not Communicating”

[Bizzarro]

On 10/16 I placed two vending machines with Cantaloupe card readers in a private school near me. Since then on SeedLive the sales data has showed we hadn’t made a single sale which I couldn’t believe. This morning I just checked the status of the card readers and found that both of them had the status “Not Communicating”. 
 

Has anyone had this issue before, If so any suggestions to possibly fix this problem? I already put in a case with Cantaloupe but in the past they have taken 2-3 days to get back to me. Was wondering if I could possibly get a faster response here, as I want to get them running correctly before the start of the next school week. 
 

Any insight would be greatly appreciated. 

[Gizmo Vending]

Make sure the antennas are on the out side of the machines.  Unplug antennas and Cut power to machines, plug in antennas  and turn back on. Will they accept cash and coins?   If no then they are connected incorrectly.   And you did email or call Cantaloupe with your device numbers right?   If all this done correctly then you’ll need to do a signal test. 

[AngryChris]

What model machines are they?

[Bizzarro]

Yes they accept cash an coins still, they just don’t send the data to SeedLive. I asked the program director at the school who let us place them and he said he personally saw multiple people use cash and successfully purchase product from the machine. I asked him to try to use his card and he said it gave him an error saying “Searching For Service” or something close to that. I emailed them with my device numbers but am still waiting to hear back. I’m gonna go in tomorrow and see about moving the antennas to the outside of the machine.  
 

Will update afterwards

[Bizzarro]

They are Healthy You Vending HY2100 Combo Machines

(Before anyone says anything, yes I know the reputation of Seaga machines on here. I bought them before I started reading up on this forum sadly. I was able to get them for $2,000 each brand new still in the box so I’m just trying to make that money back on them before the problems start..) 

[Gizmo Vending]

The devices will need service turned on by cantaloupe.  If these are your first devices then you will need an account setup, from there you can email them with your company name and device numbers and it usually takes an hour or so to respond with a docusign PDF.  Once that is filled out and you get an approval another day or two to get service.  Sometimes less.  Has all this been done?

[Bizzarro]

Yes it has. They already have been activated. I think it’s just a matter of moving the antennas or if that doesn’t work I might try buying one of the High Gain Antennas off Cantaloupes website. The school they are in doesn’t have a very good connection so I’m assuming it has to be something related to that. 

[Southeast Treats]

Two things come to mind - first, when you installed the units did they ever work for cards?  Sometimes on a new install you might need to reboot once or twice to force the readers to make contact.  Cycle the power and watch the display while it powers on and tries to make contact.  Check signal strength once they are booted up.  Check the troubleshooting card that came in the box for suggestions.

Second, I had some new units lately that were not shipped with proper setups; they can download the info quickly to correct these issues.  Call early AM (they start at 0800 ET) if you want to get tech support by phone.  Later in the day the queue gets too long...