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Counterpoint and Terminal Services

Counterpoint can be used with Terminal Services to allow stores at different locations and on different networks to connect back to the Counterpoint Application Server. To use Counterpoint in a Terminal Services environment, the remote site uses a Remote Desktop connection (or RDP) to connect into a terminal server at the main location. Once logged in to the remote desktop session, users can open Counterpoint and perform all Counterpoint functions.

Logging in

  1. Double-click the remote desktop icon
  2. If prompted, enter the password for that workstation
    NOTE: Each computer that connects to the remote desktop will have its own user and password. If you log into a station with credentials that are already in use by another station, you will hijack that connection, disconnecting the other station and breaking connection to devices like the receipt printer, cash drawer, and/or payment terminal. If the user is not set up, please contact either your Counterpoint administrator or i3 Verticals Point of Sale Support.
  3. Double-click the Counterpoint icon
  4. Log in to Counterpoint

Closing Remote Desktop Session

When closing a remote desktop session, it is critical to sign out (logging out of Windows on the Terminal Server), so that connections to devices are disconnected correctly.
  1. Close Counterpoint
  2. Right-click (or touch and hold until a box appears around your finger) Start and choose Shut down or sign out then Sign out

Troubleshooting Device Issues

When using Counterpoint with Terminal services and devices like a receipt printer, cash drawer and/or payment terminal, the connection between the terminal server relies on multiple parts. If one or more of these pieces is incorrectly disconnected, communication with devices will be broken.
Some common errors you might see when devices are disconnected are:
  • No cash drawer device installed
  • Button not available – when trying to accept credit cards
  • Device failed to load – when logging into Counterpoint
If all devices are not responding to Counterpoint, follow these steps to resolve:
  1. Close Counterpoint
  2. Right-click Start (or touch and hold until a box appears around your finger) Start and choose Shut down or sign out then Sign out
  1. Check for other instances of the remote desktop connection. If your taskbar has the blue computer icon with a blue line under it , click it and repeat steps 1-2
  2. Then restart Device Services by either
    • Rebooting your workstation OR
    • Click Start
    1. Type Services
    2. Open Services
  1. Scroll down to NCR Counterpoint Device Services API
  1. Select either Start or Restart
  1. Wait for service to start
  2. Close Services window
  1. Open RDP session by double-clicking the icon
  2. If prompted, enter the Windows credentials for this computer
  3. Double-click the Counterpoint icon
  4. Confirm error message does not show
  5. Test devices
If following these steps does not resolve your device issues, please contact your Counterpoint administrator or i3 Verticals Point of Sale Support.

Using Offline

If Remote Desktop fails to connect to the terminal server for any reason, log into Counterpoint offline.
  1. Open Counterpoint Offline by either:
    • Double-click on the NCR Counterpoint Offline POS icon on the desktop OR
    • Double-click on the Offline folder on the desktop and double-click on the NCR Counterpoint Offline shortcut
  2. Log into Counterpoint with your User ID and Password

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