Status

07.19.24

[3:30 PM ET]

RESOLVED: Microsoft & Crowdstrike Outage

Earlier today, Microsoft operating systems experienced an outage related to a software update from cybersecurity firm Crowdstrike. This outage was global in scale and is affecting multiple industries.

At this time, we are seeing recovery for those Cantaloupe Go kiosks impacted by this outage affecting our third-party payment processor. Transactions should begin to process normally.

We continue to work with our partners to resolve any ongoing issues affecting our customers.

07.19.24

[10:15 AM ET]

Microsoft & Crowdstrike Outage

The recent service disruption impacting global roaming capabilities for all major telecommunications providers has been resolved. The outage impacted the ability of devices operating on cellular networks to process electronic payments.

For customers in the affected areas, our carrier partners recommend physically resetting any remaining offline devices.

07.01.24

[5:00 PM ET]

RESOLVED: Carrier International Network Outage

For customers in the affected areas, our carrier partners recommend physically resetting any remaining offline devices.

06.30.24

[3:00 PM ET]

Carrier International Network Outage

Currently, all major telecommunications providers are experiencing an international roaming outage, which has affected select Cantaloupe devices in Canada, Europe, and Mexico. This disruption is global in scale and directly impacts any mobile devices that may rely on roaming as they operate over cellular networks. Impacted devices will not be able to process electronic payments until the network connectivity is restored.

While we have seen some improvement in device connectivity into carrier networks in both Canada and Mexico, our carrier partners are recommending that customers in affected areas physically reset any remaining offline devices. If power cycling devices does not improve connectivity, we ask customers contact customer support at customerservice@cantaloupe.com or +1 888.561.4748.

06.29.24

[9:30 PM ET]

Carrier International Network Outage

We have seen continued incremental improvement in device connectivity in Canada. We are continuing to monitor the situation in all regions and are working closely with our telecommunications partners to restore service to impacted devices as quickly as possible.

06.29.24

[10:30 AM ET]

Carrier International Network Outage

06.28.24

[5:30 PM ET]

Carrier International Network Outage

We have observed some some early improvement with device connectivity in Canada. We continue to monitor the situation in all regions and are working closely with our telecommunications partners to restore service to impacted devices as quickly as possible.

06.28.24

[01:25 PM ET]

Carrier International Network Outage

We apologize for the disruption and are working closely with our telecommunications partners to restore service to impacted devices as quickly as possible.

05.03.24

[02:50 PM ET]

RESOLVED: Cantaloupe G10 & G11 Card Readers Displaying Offline

Our team has seen significant improvements after applying a fix yesterday with one of our network carriers on the impacted devices (G10 and G11 card readers). We have been monitoring devices and are seeing stabilization across network connectivity, transaction processing, and DEX data sending into the Cantaloupe platform. While the majority of impacted devices have accepted their “refresh” configuration, some are still waiting to reconnect and download the updated configuration files. We continue to monitor the remaining devices as they re-establish connection to the network.

05.02.24

[05:18 PM ET]

Cantaloupe G10 & G11 Card Readers Displaying Offline

Our team has seen improvements on G10 and G11 devices connecting back into the network after completing their “refresh” configuration. While some devices are still being queued to “refresh” their configuration files, our team will continue to monitor the remaining impacted devices until they come fully back online.

Separately, one of our network carriers believes they have identified an issue that was causing some G10 and G11 devices to go offline and intermittently lose connection to the network. They are working to apply a fix and our teams will jointly monitor the situation as we seek resolution.

As a reminder, devices that go “offline” or are unable to communicate to the network, are falling back to their default settings. Default settings may impact the ability for customers to pay with tap, show that the device is “offline by vendor”, or unable to send DEX data back into Seed – spiking the alerts inside of the Cantaloupe platform. It is important to note that swipe is still available during this time. We continue to advise customers that they do not need to send a technician out to the machine.

05.02.24

[10:38 AM ET]

Cantaloupe G10 & G11 Card Readers Displaying Offline Displaying Offline

We are currently experiencing an issue where some G10 and G11 card readers are unable to connect to the network. Devices that go “offline” or are unable to communicate to the network due to intermittent connectivity loss by the network carrier, are falling back to their default settings during this time. Default settings may impact the ability for customers to pay with tap, show that the device is “offline by vendor”, or unable to send DEX data back into Seed – spiking the alerts inside of the Cantaloupe platform. It is important to note that swipe is still available during this time.

Our team is sending out “refresh” commands to the devices to bring the devices fully back online with the correct configurations. While we have seen some improvements with devices re-establishing their correct configuration updates, we are still experiencing issues where devices are falling back to their original settings once they loose network connection. Our team will continue to work the issue towards resolution. At this time we are not advising that customers send a technician out to the machine.

05.01.24

[9:40 AM ET]

Cantaloupe Card Readers Displaying Offline

Yesterday, April 30th, we experienced an issue where some devices were unable to connect to the network. Devices that go “offline” or are unable to communicate to the network will fallback to default settings during this time. Default settings may impact the ability for customers to pay with tap, show that the devices is “offline by vendor”, or unable to send DEX data back into Seed. Our team is sending out “refresh” commands to the devices to bring the devices fully back online with the correct configurations. Customers can use the Device Health Report located inside of Seed Live (https://seedlive.com/home.i) to see Last Activity date and determine if a device has not called in for over 24-48 hours. At this time we are not advising that customers send a technician out to the machine.

Resolved: Interac Flash (Canada Debit) Acceptance Outage

NRT, our payment processor for accepting Interac Flash (Canada Debit), experienced an outage earlier today where transactions were not being authorized. The issue has since been resolved and transactions should be processing normally.

03.29.24

[09:42 AM ET]

Interac Flash (Canada Debit) Acceptance Outage

NRT, our payment processor for accepting Interac Flash (Canada Debit), is currently experiencing an outage where transactions are not being accepted or authorized at Cantaloupe card readers. Cantaloupe is working with the NRT team to resolve the issue as quickly as possible. Upon resolution, card readers will automatically start accepting Interac Flash again. Please check back here for more information.

02.29.24

[12:30PM EST]

Carrier Network Outage & Recovery

On Friday, 2/23, and Monday, 2/26, major cellular networks experienced a widespread interruption of service which caused some ePort devices lose connection with the server and go offline.

We are seeing significant improvements in devices being able to DEX and and process Contactless/Tap transactions. Please note that as devices recover, they may not be able to process DEX or Contactless/Tap transactions for 12–24 hours after coming back online.

02.28.24

[5:30PM EST]

Carrier Network Outage & Recovery

On Friday, 2/23, and Monday, 2/26, major cellular networks experienced a widespread interruption of service which caused some ePort devices lose connection with the server and go offline.

Cantaloupe continues to work with the network providers to bring devices back online. As devices recover, they may not be able to process DEX or Contactless/Tap transactions for 12–24 hours after coming back online.

[11:30AM EST]

UPDATE: Carrier Network Connectivity Issue

Cantaloupe has successfully stabilized the connectivity issues that were occurring with a major network carrier, which caused some G10 and G11 devices to go offline. At this time, a significant number of impacted devices have re-established connection to the network and come back online.

02.22.24

[12:00PM EST]

AT&T Network Outage

Cellular Service provider AT&T is currently experiencing a widespread interruption of service impacting Seed AT&T devices and causing them to go offline. Devices will return to normal function was service has been restored. Please check with AT&T local outage maps to view impacted areas.

02.22.24

[8:30AM EST]

Carrier Network Outage & Recovery

Cellular Service providers AT&T, Verizon, and T-Mobile experienced a widespread interruption of service this morning, which caused devices in the impacted areas to go offline. Devices are returning to normal as cellular service is restored.

02.14.24

[4:30PM EST]

Carrier Network Connectivity Issue