Emergency Troubleshooting Guide for Your Facility

💳 Credit Card Processing Goes Down

First Steps:

• For customers using Stripe Custom: First, check our Troubleshooting Stripe Custom Payment Terminals article
• For customers using Accelerated/OpenEdge Payments: Call their support line - (800) 338-6614 x1
  Unfortunately, this issue is outside of RGP’s control and must be resolved by your payment processor.

Quick Workarounds:

• Use Square on a tablet or mobile device
  
  • No setup or monthly fees
  • Great for temporary use during outages
• Switch to External/Manual Credit Card Mode in RGP POS
  
  • Allows you to record transactions manually and process them later

Pro Tip:

Keep a backup payment method ready for emergencies, especially during peak hours or events.

📝 Waiver System Goes Down

First Steps:

• Read through and complete the steps in our Troubleshooting Waiver Delivery Issues article
• Check our Status Page for reported issues: RGP Status Page

Quick Workarounds:

• Have paper waivers on hand
  
  • Store blank copies in a binder or folder at the front desk
• Use a mobile hotspot
  
  • An iPhone or other device with hotspot capability can provide an alternate connection

Pro Tip:

Test your backup internet connection quarterly to ensure it’s ready when needed.

🖥️ Your Locally Hosted Server Crashes

Before Anything Happens:

Make sure these critical passwords and keys are stored securely and accessible:

• Plan Activation Key / Online Group Key
• RGP Master Encryption Key
• MySQL Root Username & Password

If you don’t have these, contact RGP Support now to retrieve and store them safely.

Quick Workarounds:

• Convert a front desk or office workstation into a temporary server
• Restore from an offsite backup
  
  • Follow the steps here: Restoring/Moving your RGP database to a new server

Pro Tip:

Schedule a quarterly check to confirm your backup system is working and your keys are up to date.  You can read more troubleshooting tips here: Emergency Troubleshooting Tips - Locally Hosted

🛠️ Have an IT Plan in Place

Why It Matters:

• RGP does not guarantee after-hours or weekend support.
• Most off-hours issues stem from local IT or networking problems.

Recommendations:

• Designate an IT contact your staff can reach during emergencies
• Document basic troubleshooting steps for common issues (e.g., restarting routers, checking cables)
• Create an escalation plan for major outages

Pro Tip:

Include IT readiness in your staff onboarding and training materials.

Final Reminders

• RGP Support is here to help with software-related issues.
• We cannot troubleshoot hardware, network, or other non-RGP IT problems.
• Preparation is key. A few proactive steps can save hours of downtime.