---
title: "Troubleshooting"
canonical: "https://kb.myframeworks.com.au/space/PROSTIXV48DOC/31096980/Troubleshooting"
format: markdown
---
> ℹ️ Refer to the following processes for further information:
> ℹ️
> ℹ️ > Macro (toc)
> ℹ️
> ℹ️ ## Link Down
> ℹ️
> ℹ️ ProStix Mighty Rewards communicates constantly with an external Mitre 10 Pinpoint system to store and retrieve data for card holders.
> ℹ️
> ℹ️ The following describes the signs that the link to that external system is down and also describes how ProStix Mighty Rewards operates when this is the case.
> ℹ️
> ℹ️
> ℹ️ **Signs that the link is down**
> ℹ️
> ℹ️ 1. Message "Web service failed to connect" when scanning cards at POS
> ℹ️ 2. Message "Web service failed to connect" when scanning cards at Enquiry
> ℹ️ 3. Message "Web service failed to connect" when trying to register a card holder
> ℹ️
> ℹ️ *Error Message example:*
> ℹ️
> ℹ️ 
> ℹ️
> ℹ️
> ℹ️ **Operating with the link down**
> ℹ️
> ℹ️ When the link to Mighty Rewards is down, the following processes **can proceed** within ProStix:
> ℹ️
> ℹ️ - Accumulation of points through **sales.** ProStix will send the points to Mitre 10 once the link is back up.
> ℹ️ - **Register** a new card holder in POS. ProStix stores this information ready for back office registration once the link is back up.
> ℹ️
> ℹ️ When the link to Mighty Rewards is down, the following processes cannot proceed within ProStix:
> ℹ️
> ℹ️ - Show points balance
> ℹ️ - Redeem points
> ℹ️ - Finalise back office registration of a new card holder
> ℹ️ - Maintain a card holder
> ℹ️ - Replace a lost card
> ℹ️
> ℹ️ ## Audit Files
> ℹ️
> ℹ️ Should ProStix have difficulty communicating with the external Mighty Rewards server, the following log files can be viewed to analyse the communication between ProStix and the Mighty Rewards server.
> ℹ️
> ℹ️ The log analysis will most commonly be performed in conjunction with Sterland support.
> ℹ️
> ℹ️ > Macro (legacy-content)