6420 Error Troubleshooting Information

Point of Success uses the Advantage Database Server to protect data from network-induced problems and to speed access to the data. Point of Success software must discover the database server. To do this, a message is sent across the network to the other computers. The database server computer responds with information to allow Point of Success to connect to the database server. If this response is not received, the 6420 error is generated.

A 6420 error is always caused by a network communication problem. All of the resolution suggestions here deal with correcting communication issues.

Note: If this error appears when starting the Caller ID Server, increase the "Startup Delay" setting on the General tab in the Settings window until the error does not appear when starting the computer. If this error occurs when launching the Order Entry program automatically when Windows starts (from the Startup folder), see this article: /Article_9CEC2.aspx

Windows XP Service Pack 2

Unlike earlier versions of Windows, Windows XP Service Pack 2 comes with the Windows firewall activated by default. A firewall is designed to prevent unauthorized access to a computer through a network, including a local area network (LAN) or the Internet.

Client computers running Windows XP Service Pack 2 will work with no changes. A computer running the Advantage Database Server will not be able to be accessed by other computers on the network with the default firewall settings enabled, causing a 6420 error when any Point of Success program is launched.

Following are your options for making changes to Windows XP to permit computers on your network to connect with the Advantage Database Server.

Warning: Changes to your Windows security settings are your responsibility. Be certain you understand the risks of any security setting change you decide to make.

Option 1 – Turn Off the Windows Firewall

1. Click Start > Control Panel > Security Center
2. Under Manage Security Settings… click Windows Firewall
3. Choose the Off selection
4. Click OK to save your settings

Option 2 – Open a Port in the Windows Firewall

1. Click Start > Control Panel > Security Center
2. Under Manage Security Settings… click Windows Firewall
3. Click the Exceptions tab at the top of the window
4. Click the Add Port button
5. Under name, enter Advantage Database Server
6. Under Port, enter 6262
7. Check the UDP selection
8. Click OK to save the new port
9. Click OK to close the Windows Firewall settings window

Additional Steps

1. In Windows XP, run the network setup wizard on all computers on the network. Click Start > Control Panel > Network Setup Wizard. It is important that you enter the same workgroup name on all computers on the network.

2. Are you connecting your computers together with a crossover cable? If so, replace the crossover cable with standard network cable and a network switch or hub. Using a crossover cable for networking can cause a 6420 error.

3. Are your network cables connected? Check both the workstation and the computer where the database server is running.

4. Check the Point of Success user manual to confirm that all necessary steps to properly install the database server and the network version of Point of Success have been followed.

5. Confirm that the Advantage Database Server service is running. On the computer where the database server is installed, go to Control Panel > Administrative Tools > Services. Confirm that the status of the Advantage Database Server is "Started." You should also stop and restart the service by right-clicking the Advantage Database Server service and choosing "Stop" from the context menu, then right-click and choose "Start" from the context menu.

Simple Network Configuration

On Windows XP: run the Network Configuration Wizard on every computer on the network. Click Start > Control Panel > Network Connections. Click Set up a home or small office network on the left side of the window. Complete the wizard. Be certain the same workgroup name is used on all computers.

Additional Steps

If the preceding steps do not correct the 6420 error, try these additional steps. Test the result of each step by restarting all computers on the network and attempting to start Point of Success. If the error persists, proceed to the next step on the list:

1. Install the IPX/SPX/NetBIOS protocol on all computers on the network. (This is not normally required or recommended, but may resolve a 6420 error on some networks)

2. If you are using a firewall on your network or on individual workstations (either firewall software or firewall hardware), it is possible that the firewall is blocking communication between the workstation and the database server. Either disable the firewall hardware or software or Open ports 1743 (TCP) and 47 (UDP) in the firewall.

Technical Details

Two things are required for the database discovery process to be successful:

1. The server computer IP address must be able to be resolved using the computer name. Point of Success uses a UNC connection path to address the server. You can confirm whether this can be done by pinging the server using the server's computer name. If the server can be pinged by using the server computer name and by using the server computer IP address, this requirement is satisfied.
2. The UDP discovery packets must be able to traverse the network from the client computer to the database server computer. Firewall software or hardware and router misconfigurations can prevent this. Follow the instructions above to disable or change the configuration on the Windows firewall. If other security software with firewall or Internet monitoring capabilities, disable this software or change its configuration to permit the packets to pass. Advantage Database Server uses port 6262 by default.

All automatic configuration in Windows and the database server can be circumvented by following these steps:

1. Set a fixed IP address on each computer on the network. Be sure you understand IP addresses and subnet masks to permit the computers to communicate.
2. Assign all computers to the same workgroup name
3. On each computer on the network, place an ADS.INI text file in the C:\Windows folder on Windows XP or the C:\WINNT folder on Windows 2000. The content of this text file should be as follows:

[myserver]   (insert database server computer name here)
LAN_IP=xxx.xxx.xxx.xxx   (insert database server computer IP address here)
LAN_PORT=6262