Revision as of 20:51, 9 February 2006

CreditLine Payment Processing Software Troubleshooting Guide. This site can also be reached at http://docs.911software.com

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Troubleshooting

Invalid License or Site Key/Site Code Mismatch Error

This error indicates that the license is invalid or has been invalidated or does not match your version of software. The license is attached to merchant information. Any change in merchant information will invalidate the license. Also, if you have a very old version of software that does not have IP capability, new licenses will not work with it. One of the following conditions can cause this:

1. If you have successfullly batched before with this setup, there has been a change to merchant setup which has invalidated the license. Please contact your dealer for resolution.
2. If this is a brand new install, make sure that you are running the latest dealer approved version of CreditLine. Please contact your dealer for resolution.

→ Even though you are getting this error, the software is fully operational but will not batch.  
You can continue to safely use the software. However, you will need a new license to batch your transactions. The new licenses will not destroy your existing transactions

Lock Up, Time Out, Slow Response

For IP Connections

→When having trouble with IP connections, make sure to check CreditLine Firewall Settings.

Sometimes my transactions and batches start failing and/or my processing time becomes very slow. I also get Transmission Failed Errors.

For IP connections: this usually means that either the internet connectivity or the processor is down or overloaded. → Check if you can access any web site using a browser. Go to a few links to make sure you are not just using your browser cache and are actually accessing the web. You can try Broadband Speed Test from http://DSLReports.com to determine the quality of your connection

• If you cannot access the web or the connection is very slow, then CreditLine cannot access the processor either since it is using the same route. We suggest using a Dial-IP backup DSL modems that will dial-up automatically in such case.
• If you can access the web, it may by that the processor is temporarily overloaded. You can contact the processor to see what is going on.
• If all else fails contact your Dealer for resolution

For Dial-Up Connections

I constantly get error messages now and the batches are not going through. It takes me hours to get my credit cards to go through. Possible Causes:

• bad dial-up phone number
• busy/dirty phone line
• bad modem

Check the phone numbers in according to CreditLine Phone Numbers procedure.

Error Guide

See CreditLine Error Guide