Branch Network Connectivity Troubleshooting

In the branch, you may encounter a situation where certain systems, like Cleartouch, are not accessible, or you find that you do not have any internet access.  This may be due to a recent power outage or network/internet service outage.

INTERNET CONNECTIVITY

If you find that common websites, like www.google.com, are not accessible, and you see an error message like the one below:

Please answer the following:

• Are you able to reach the intranet, http://web? That would confirm connectivity to the internal network.
• Can you reach any other website, or are they all failing?
• Is this the only computer that is not able to reach the internet?
  • If so, please check the network cable to verify it is securely plugged in at both ends.  Restarting the computer may also help clear up the issue.
  • If not, please contact the Service Desk and indicate which specific computers are not able to reach the internet.
• Are your Polycom desk phones working?  If so, that would indicate internet connectivity from your branch to AT&T.

POWER OUTAGE

Following a power outage, please check all equipment and devices to ensure they powered back on successfully.  If not, you may need to manually turn some devices back on.  Check your desktop computers, printers, scanners, and any other equipment connected to the network.

Cleartouch:

When a branch loses power, the procedure is to hold all transactions for processing later when electricity is restored.

For network connectivity issues (whether you cannot access the Cleartouch service machine OR the Teller Capture Store & Forward server), branches may run CT Teller in Offline Mode with Teller Capture still turned on.  This will allow you to process transactions locally until network connectivity is restored.

You should NOT run CT Teller without Teller Capture.  Teller Capture should always remain on, otherwise, none of the tickets will make it to the archive and accounting entries may be affected.

If you see this error message in Cleartouch:

Please check the Cleartouch (CT) server in the back room/network closet of the branch.  It looks the same as a standard branch desktop computer, and will have a sticker indicating the name ends with "-CT."  If this is turned off, please turn it back on.  It is designed to turn back on automatically after a power outage, but you may need to verify it is on after power is restored.

If it is turned on and you are receiving this error message, please contact the Service Desk for next steps.  You may need to force shut down and bring it back up.

If you see the following error message in Cleartouch:

Please contact the Service Desk - IT may be able to switch your branch to a backup Store & Forward server at an alternate location that is accessible.