9999 bar codes are the result of a loss of communication between the POS terminal and Punchh Proxy Service. A connection is established each time a bar code is printed. If this connection is not successfully established, 9999 bar codes begin to print. Please complete the following steps:
The most common 9999's are a result of the following conditions:
1. The Punchh Proxy Service (Punchh.exe) is NOT running.
2. The proxy port that Punchh Proxy Service is running on is being blocked by the Firewall or AV on the BOH Fileserver.
3. The Anti-Virus is blocking the Punchh Proxy Service (Punchh.exe) from running on the Fileserver.
4. The proxy port is not set correctly in "POS".cfg files e.g. it may be blank or is different than what Punchh Proxy Service (Punchh.exe) is set to run on.
5. The API Location Key is incorrect or missing
Please Note: External firewall settings, will NOT cause 9999's.
Please check the following items:
1. Check if the API Location Key in Punchh is the same that is listed in the POS at the affected location.
- Follow these steps to locate the Location Key: Where do I find the Punchh Location Key for a site?
2. Please make sure the Punchh Proxy Service (Punchh.exe) is actively running on the file server in the BOH. Restart if it is not running.
3. If you cannot start the Punchh Proxy Service on the BOH make sure the Punchh.exe and all of its ports are whitelisted in the site's AV application whitelisting control settings.
4. If there is a Firewall or AV software running on the BOH computer, make sure inbound network connections from the FOH are allowed to communicate to the Punchh.exe process.
5. Verify the TCP Port the Punchh Proxy Service is running on in the BOH and check the following...
a. Check the most recent proxy logs found in C:\program files (x86)\punchh\logs. There will be an entry showing the Port number that is being used.
b. If the Punchh Proxy can NOT start on the port, it will log an error indicating that it has an issue
c. Check the port used by Punchh Proxy that is stored in the file: c:\programfiles\punchh\bin\config\"POS".cfg
6. Verify the TCP Port used by the FOH applications. It should match what is used by the Punchh Proxy Service detailed in step 4 above.
a. The files named "POS".cfg and Punchh.cfg in the BOH fileserver have lines that identify the Punchh Proxy Service port and the value should match in both files e.g.
Note: Both .cfg files on the BOH fileserver are in the following folder C:\program files (x86)\Punchh\configs