No Logon Servers Error

Laptops or desktops may give a "There are currently no logon servers available to service the logon request" error when attempting to log in. The computer can only log in while connected to the credit card network through a Sophos RED, and the absence of the credit card network will cause logon to fail with this error.

Possible Resolutions

The most common self-help resolutions are:

• Restart the computer
• Ensure the computer is connected to the correct Sophos RED if your location has multiple Sophos REDs
• Verify both ends of the Ethernet cable connecting the computer and the Sophos RED box are plugged in
• Verify the Sophos RED is plugged in to power and the "Power" light is green on the front of the RED

If the above resolutions do not fix the issue, contact Payment Card Support using the Report a Problem page. Other possible solutions will be investigated by Payment Card Support:

• The terminal is not authorized for use on the Sophos RED
• Replace the Ethernet cable connecting the terminal and the Sophos RED
• The Sophos RED cannot connect to the credit card network
• Rarely, the credit card network may be down or under maintenance

Example Error

The Username or Password is Incorrect

The computer will give this error when the username and password combination are not correct.

Possible Resolutions

The most common self-help resolutions are:

• You may have mistyped your username or password
• Ensure you are logging in with your "PCI_ULID" account not your regular "ULID" account

If the above resolutions do not fix the issue, contact Payment Card Support for a password reset using the Report a Problem page.