Commander VRSD Implementation Guide

Revision History

July 22, 2014	Initial Documentation Release.
September 8, 2014	Added Connectivity Check section.
May 14, 2015	Added Requesting/Canceling Upgrade, Network Diagram Example, and Configuring the Verifone Enhanced POS Zone Router.
July 28, 2015	Made correction to Service ID digits to seven.
September 23, 2015	Added a note to the Service ID in Site Requirements and URL note to the overview where clients can find more information on VRSD.
November 12, 2015	Notes format update. Update to Installing VRSD.
November 2, 2017	Added a network requirements section.
May 13, 2021	Updated the entire document.

Overview

The Verifone Remote Software Delivery (VRSD) feature allows a site to initiate a complete software upgrade without requiring the presence of a technician (VASC) or intervention from the Verifone Helpdesk. This feature requires an Annual Support Maintenance (ASM) contract. One of the benefits of having the ASM is the automatic delivery of auto-upgrade packages via VRSD using the public Internet. This feature meets PCI requirements and can be used with every PCI compliant version of any application. This guide describes how to set up a site to receive Verifone Remote Software Delivery.

For more information on VRSD, go to support.verifone.com > Technical Support > Support Articles > Petro and Convenience > Products and Services > Software Updates (VRSD).

Supported Hardware Configurations and Requirements

Supported Hardware Configurations

VRSD is supported on the following Commander Site Controller or RubyCi configurations:

• Verifone Commander + Verifone C18

Site Requirements

Each site must have the following before VRSD can be used:

• Verifone Commander

• Approved MNSP solution

• Valid 7-digit Service ID assigned by Verifone

A valid 7-digit Service ID must be entered. The correct Service ID is critical for VRSD to connect to the VeriCentre Server. The service ID must be unique to the installation. One Service ID per installation and cannot be shared across multiple installations.

• Active Annual Software Maintenance (ASM) contract

Network Requirements

These are the minimum suggested network requirements for Verifone Commander with a router. Meeting these requirements ensures the best experience with Verifone support and remote upgrade services.

These are the minimum suggested network requirements with Verifone Commander and a router. This ensures the best experience in support and remote upgrade service from Verifone. The WAN/Internet connection should adhere to the following minimum network requirements.

Download	Upload	Latency	Packet Loss
> = 1.5Mb	>= 768Kb	<= 500ms	0%

In addition to the above, for VSAT connectivity include:

• Enable TCP Acceleration on the communication over Port 443 from the Commander Site Controller. See article TCP acceleration.

• Perform large file transfers during non-data rated (Access control) hours.

• Perform software upgrades during times when there are no downloads to other site systems.

• Optional when available, upgrade data line including extending window of access control and using newer acceleration technologies that come with VSAT solutions.

Service ID and ASM Contract

Determine the Service ID

Use the Verifone Premier Portal to find the Service ID and confirm an active ASM contract.

1

Verifone Premier Portal

Open a browser and navigate to the Premier Portal. Log in with your credentials.

2

View

Click on View.

3

Lookup Site Services

Click Lookup Site Services from the left menu.

4

Site Information

Enter the site details and click Search.

5

Record the Service ID

The Lookup Site Based Services screen displays the Service ID and confirms whether an active ASM contract exists. Record the Service ID for use during installation.

Installing Verifone Remote Software Delivery (VRSD)

VRSD is included in the Verifone Commander Release software — there is no separate installer. It runs as a background service and is configured during the standard Verifone Commander installation.

1

Install an approved MNSP solution

Ensure an approved Managed Network Service Provider (MNSP) solution is installed and operational at the site.

2

Installation

Perform a normal installation of the Verifone Commander using the distribution software.

3

User Input/Confirmation Required

At the installer “User Input/Confirmation Required” screen:

1. For the Hard Disk Drive (HDD) configuration, choose either “KCC” (if the HDD is already enabled and formatted) or “FCC” (if the HDD is not formatted) so that the hard disk will be used.

2. Enter the site’s Service ID assigned to the site.

A valid Service ID must be entered. The correct Service ID is critical for VRSD to connect to the VeriCentre Server.

This step obtains and registers the Service ID — it is not a purchase.

Verify VRSD Connectivity

After installation, verify that the site can communicate with the VeriCentre server.

1

Premier Portal

Open a browser and navigate to the Verifone Premier Portal.

2

Manage

Click on Manage.

3

Test VRSD Connectivity

Click on Test VRSD Connectivity.

4

Search for the site

Search for the merchant site by Service ID, address, or phone number, then click Search Merchant Site.

5

Select the site

Click on the site from the results list.

6

Run the connectivity check

Click Check VRSD Connectivity. The portal performs the check and displays the result.

Connectivity Check Results

Result	Meaning	Action
VRSD Connectivity Check passed	The connectivity check was successful.	No action needed.
Site has not communicated to VRSD in over 24 hours	Network or agent software configuration issue.	Recheck network and agent software configuration, then try again.
Connectivity check located an old VeriCentre record	Stale record in VeriCentre.	Contact Verifone Support to update the record.
Site not connected	Network or agent software configuration issue.	Recheck network and agent software configuration.
VRSD terminal did not perform a connectivity check	The terminal did not check in, or the connection was down during the check.	Verify the terminal configuration and try again.

Request a VRSD Upgrade

Prerequisites

Before submitting an upgrade request, confirm that:

• The site is enabled for VRSD.

• The site has a current, active ASM contract.

Required Information

• Site Service ID - If the Site's Service ID is unavailable,

  1. Open a browser and navigate to Verifone Estore.

  2. Click Buy Now.

  3. Click Utilities.

  4. Click Lost Registration Lookup.

  5. Enter the Site information. The Service ID is displayed.

This is not a purchase. This only obtains the Service ID.

• Current Application Version - Use the following steps to display the current VRSD software list.

  1. Open a browser and navigate to Verifone Support.

  2. Click on Support Articles.

  3. Click on Petro & Convenience.

  4. Click on Products and Services.

  5. Click on Software Updates (VRSD).

  6. Click on VRSD FAQs.

  7. Click on Current VRSD Software List.

• Requested Application Name

  • Review Release Update documents located at the Software Updates (VRSD) page at Verifone Support. See previous bullet for steps.

Submit the Upgrade Request

1

Open the upgrade request form

Open a browser and navigate to Verifone Support and click on Support by Email in the Technical Support column.

2

Select the Department and Category

Select:

• Department/Category: Petro and Convenience

• Reason for Contacting Us: VRSD upgrade request

• Enter First and Last Name, Phone Number, and Email Address

• Enter Service ID

• If any, enter the Existing Case ID.

• Key in a Detailed Description, for example:

  • Current Application Version: Buypass 2.06.00

  • Requested Application Version: Buypass 2.06.01

• When requesting Upgrades for more than one location, use the spreadsheet below as an example and then attach it before submitting. The Service ID for the first location on the list should be entered for the Input Value field above.

• Click Submit. The following email is sent to the address entered above.

  Hello,

  This is a system generated email to confirm your request for VRSD Software Upgrade has been received.

  You will receive another email within 48-72 hours providing a status of your request.

  Thank you for choosing Verifone.

  Verifone Support Team https://support.verifone.com

  Within 48-72 Hours of the Upgrade request, another email will be sent notifying the status of the Request and Instructions for applying the upgrade.

Cancel an Upgrade Request

1

Open the upgrade request form

Open a browser and navigate to Verifone Support and click on Support by Email in the Technical Support column.

2

Select the Department and Category

Select:

• Department/Category: Petro and Convenience

• Reason for Contacting Us: VRSD upgrade request

• Enter First and Last Name, Phone Number, and Email Address

• Enter Service ID

• If any, enter the Existing Case ID.

• Key in a Detailed Description, for example:

  • Key “CANCEL” and the requested application name and version in the detailed description box.

If the VRSD upgrade request has already been processed, there is a risk that the download has already been scheduled and will be sent. If the site has Checked in, then the download cannot be canceled.

• If a spreadsheet was submitted in the original request, attach before submitting.

• Click Submit.

If the VRSD upgrade request has already been processed, the download may already be scheduled and cannot be stopped. If the site has already checked in, the download cannot be canceled.

Perform the Auto Upgrade

The Auto Upgrade instructions are available to customers on Verifone Support > Technical Support > Support Articles > Petro & Convenience > Products and Services > Software Updates (VRSD).

Provide the site with the location of this document for assistance in performing their software upgrades.

A Verifone Authorized Service Contractor (VASC) can find Auto Upgrade Feature Reference document on the Premier Portal at Petro Downloads > Feature References.