When a redemption code is entered on the POS, the POS sends a redemption validation request to the Punchh proxy. Once the Punchh proxy validates the redemption code against the items on the check, it will send back a response stating it can be processed.
However, if a response is NOT received within 7 seconds, an error is displayed on the POS.
Also, the following error will be logged in the AlohaPunchh*.log file:
2019-09-16 12:39:58,163 ERROR AlohaPunchh: Error Reading bytes from stream. Unable to read data from the transport connection: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.
2019-09-16 12:39:58,163 DEBUG RedemptionClsProxy: tcp return: ERROR READING STREAM
2019-09-16 12:39:58,163 INFO RedemptionClsProxy: result from Punchh api: <redeem><tcperror>Communications Error ERROR READING STREAM</tcperror></redeem>.
2019-09-16 12:39:58,163 DEBUG RedemptionClsProxy: Amount available to redeem: 0
2019-09-16 12:39:58,163 DEBUG AlohaPunchh: RedeemResult: myResult Com Error amt 0 id: .
2019-09-16 12:39:58,163 DEBUG AlohaPunchh: Redemption status on completed. ERROR: Communications Error ERROR READING STREAM
This could happen during rush hours or when the store is busy. In such cases, the cashier should retry the redemption again.
Additionally, check the following to make sure the communication between Aloha and Punchh is successful:
1. Verify the punchh proxy is running. See How do I verify if the Punchh Proxy service is running on the BOH server?
2. Verify firewall settings are NOT blocking punchh.com. See Aloha Firewall Site Setup