New Viewer App & Heartbeat Monitoring

New Viewer Application 

The New Viewer application is available on the Intelligent Terminal Management Platform. It enables support teams to view, access, and control a merchant’s terminal remotely, reducing the need for an on-site support visit.

Supported NewPos Terminal Models

• 9220
• 9830
•  9800
• 5320
• 5010
• 9810

Key Features of the New Viewer Application

• Remote access and control: Support teams can access and control a merchant’s terminal without being physically present at the merchant’s location.
• Full-screen remote navigation: Support personnel can navigate the terminal’s applications, settings, and payment functions as though they were using the device directly.
• Secure session authentication: A unique one-time PIN (OTP) is generated for every connection. The OTP must be entered before each remote-support session can begin.
• Remote troubleshooting and configuration: Support teams can investigate issues and assist with terminal configuration remotely.
• Operational diagnostics: Support personnel can access device logs and other diagnostic information to investigate faults and identify possible causes.

 Requirements

• The terminal must have a stable internet connection for the remote session to remain active.
• The New Viewer application must be installed and active on the NewPos terminal before remote access can be used.

How the New Viewer Application Works:

1. The support agent starts a remote-viewer session from the Intelligent Terminal Management Platform.
2. The system generates a unique OTP for that session.
3. The OTP is entered to authenticate and establish the secure connection.
4. Once connected, the support agent can navigate the terminal, review settings and logs, and troubleshoot the reported issue.
5. The remote session ends when the support activity is complete.

Heartbeat Monitoring Service

The heartbeat monitoring service allows a POS terminal in the field to contact the application store server at regular intervals. During each “call home,” the terminal sends a heartbeat message containing its current status and selected operating statistics.

Each heartbeat can include hardware information and GPS coordinates. The MQTT application on the terminal controls how often the device reports to the server. For example, the interval may be configured on the application store server so that the terminal reports every 30 to 45 minutes.

Key Features of the Heartbeat Monitoring Service

• Device heartbeat reporting - Terminals periodically report to the server and provide status information, GPS coordinates, and basic device statistics. This helps support teams monitor devices that are deployed in the field.
• MQTT-Controlled Reporting Intervals- MQTT settings determine how frequently a terminal sends a heartbeat. The interval can be configured to suit operational requirements, such as a cycle of every 30 to 45 minutes.
• Device Status and Telemetry - The service collects hardware and application information from the terminal. Examples include the Android version, device uptime, and details of installed applications.
• Online and Offline Monitoring - A terminal should display as online while the heartbeat application is active and communicating with the server. However, a known inconsistency may cause a terminal to display as offline when there is a connection problem or the heartbeat application is not running correctly.
• Geofencing Capability (Linked Feature) - Geofencing uses GPS data received through the heartbeat stream to define an approved geographic area. If a terminal moves outside this boundary, the configured controls can restrict or lock the device.

The following section explains the heartbeat monitoring process from the terminal’s scheduled report through to the server’s status update: