Help Desk Update – July 18, 2017
Some Passport customers have raised questions about the impact of the latest versions of Passport on our PX-52 systems due to some experienced slowdowns in areas around store closings and high-volume transaction periods. Specifically, we have heard this from Shell-branded Passport customers who have been running Version 10.10 on the Passport PX-52 platform along with some customers running the Version 11.01 software.
Through our investigation, we have discovered evidence that another 3rd party application that runs alongside the Passport application has contributed to a situation that has resulted in excessive system slowdown. These slowdowns eventually required a full system re-image to address the issue. We have worked with our 3rd Party partner and found a resolution that is now in the Quick Fix Update. The update deployed to over 100 locations and escalated to our Help Desk.
If a customer contacts you and is stating their Passport system is running extremely slow, please have them contact our Help Desk as 1-800-800-7498 to have our team diagnose the situation and if necessary send a software patch to the site via CD. A technician should not be required for this update unless deemed necessary or requested by the customer. Gilbarco will not be dispatching technicians to address this issue. In upcoming software versions and patches, we are looking to find a comprehensive method to address this issue.
