Difference between revisions of "CreditLine Troubleshooting"
(→Double Batching) |
|||
| Line 101: | Line 101: | ||
| − | + | =Network/Socket SSL Error Codes= | |
| + | See '''[[SSL Errors]]''' | ||
[[Category:CreditLine Troubleshooting|T]] | [[Category:CreditLine Troubleshooting|T]] | ||
Revision as of 01:13, 10 March 2007
| This article is part of the Payment Processing Software Library |
|
| Get it... | |
| Install it... | |
| Connect to it... | |
| Set it up... | |
| Learn to use it... | |
|
→ Manual & User Guide | |
| Fix it... | |
|
→ Errors & Troubleshooting | |
| Get Help... | |
| More Info ... | |
| See also... | |
CreditLine Payment Processing Software Troubleshooting Guide. This site can also be reached at http://docs.911software.com
→ Looking for better rates? Get a Free Credit Card Processing Cost Comparison!
Contents
Merchant Account Troubleshooting
- It is strongly recommended that at the beginning of every troubleshooting session you download and upgrade to the latest version. The latest versions feature improper setup warning detection.
- Make sure that you have followed Merchant Account Setup Guidelines and the processor setup the account accordingly.
- Many errors are the result of an improper Connection Setup.
- If the account is dial-up, check the phone numbers.
- If the account is IP, first check that the internet is available, then check with the Processor Setup Guide for proper connection and firewall setup (try disabling the firewall). Also, check the broadband connection quality, e.g. Broadband Speedtest Links. Finally, make sure that the Internet Security is not set to the highest level - many connections require cookies and SSL communications.
- If you are setting up Amex or Discover, make sure that the processor is informed to enable that card type. Otherwise, disable the card in the software (uncheck Card Is Accepted) to avoid support issues and batching problems.
→ Many errors are a result of unsupported card types. If only some cards fail to go through, contact the processor to setup the card type on the account. Also see, Deleting Batch Transactions and Batching Selectively articles. - Check the log viewer for errors. Make sure you scroll up to see all the errors. Sometimes, only the first error is decriptive.
→ If you cannot find an error or the description is not clear - uncheck View Errors Only and scroll down to the end - some errors are not of standard format and may not be detected as an error by the program. You may also view 911\data\ccv_log.txt directly.
→ Sometimes the error is caused by the lack of response by the processor. In this case the error description will be missing. - A bad transaction is a frequent cause of a failed batch. See Finding Bad Transactions In Failed Batches for more information.
- Duplicate Batch ID is another frequent cause of a failed batch. While our latest versions will take care of it automatically, the older ones (pre 3.03.15) will not. See Duplicate Batch ID.
- If the authorizations are several weeks old, they may have expired and will be rejected by the processor. Call the processor to verify. If they auth codes have expired, you will have to re-run the expired transactions.
- Once your have the error information in the log, contact the processor for resolution. If the error info is missing, simply tell the processor that the last transaction attempted by your has failed and ask them to check the account. If none of the transactions go through, check the entire merchant setup.
- Sometimes the errors are a result of hard drive failure or presence of viruses. Make sure to check the drives and scan for viruses
- If the steps above did not resolve your issue, please contact your CreditLine Dealer.
→ If you are a CreditLine Dealer, please follow the Dealer Support Request Procedure.
Please note that we are a wholesaler and all support is provided by the dealers. All non-dealer enquiries will be returned with information on how to contact your dealer.
Finding Bad Transaction In Batches
See Finding Bad Transactions In Failed Batches
Error Guide
You can see the decription of the errors and suggested solutions in the CreditLine View Log Dialog
For versions 2.x and older or if you need further help see CreditLine Error Guide.
Logging
Server Log
- Server Activity Log
- The log is stored under the 911\data directory in ccv_log.dat file (or ccv_log?.dat where ? is merchant index if you are using a multiple merchant setup. The log can be viewed in CreditLine Manager by using CreditLine View Log Dialog. Older logs can be viewed by using the CreditLine Log Archive List Dialog.
- Error Statistic File
- The error statistic file can be used for reliability testing and is stored under the 911\data directory in ccv_error.csv. The header for the file describes the fields, separated by '|', e.g. "DATE|TIME|MERCHANT NAME|ERROR DESCRIPTION|ERROR TYPE|TRANS TYPE|PROCESSOR NAME|COMM TYPE|COMM PARAMETER"
Source Of Transactions In The Log
There are two ways to determine the source of transactions, such as CreditLine Manager or Point Of Sale program:
- Open CreditLine ViewModify Dialog, select the transaction in questions and click Trans Detail button
Select the transaction and Click Trans Detail - look for the Term ID in the line Info: Entry Type=0 Payment Type=0 Invoice ID=253 Term ID=1000 in the 911\data\ccv_log.txt log file. CreditLine Manager has a fixed Term ID of 1000. Point Of Sale system will use a terminal id that is programmed into the POS for the particular terminal.
API Logging
Non-text based interfaces ultimately use the DLL which logs it's activity in CLCAPI directory under the working (start-in) folder that the client is using.
Setup Problems
No Response From Server or Server and Manager Not Communicating
Look at the manager and server info panels (or go to Help → About on both the manager and the server to check if the message directory is the same. If it is not the same, make sure that the working "Start In" directory for both programs point to the same place.
Operational Problems
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:
- 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.
- 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
Double Batching
Due to limitations of processor protocols it is possible to get into a state where the processor has sent a "BATCH is OK" message while CreditLine did not receive it. Processor assumes that the batch is ok but CreditLine cannot. CreditLine stops with an error. It is very important to call the processor to check if the batch has gone through to avoid double-batching. If double batching occured, use Batch Reversal (Credit) procedure.
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.
POS Printer Problems
CreditLine supports POS Receipt Printers as well as regular printers. However, some POS printers e.g. EPSON TM-U220B require different formating. If you try to print receipts to a POS printer using default settings you may get corrupted images or overlapping lines.
If you are having trouble printing to a POS printer and you are using version 3.01.02 and higher, please use the following setting in the ini file introduced in version 3.01.02:
in c:\911\data\911_ccv.ini file
;Printer Line Scale ;The default is 3. For POS printers, use 4 or higher. ;For printers that are not configured for the default merchant index, use the following syntax: ;PrinterLineScale.?=3 ;where ? is the merchant index. ;PrinterLineScale=3
→If you cannot find the lines copy them under [911_CCV] section
Per instructions above:
- change PrinterLineScale=3 to PrinterLineScale=4 or a higher number if you are still experiencing problems.
- Remove ';' in front of PrinterLineScale (uncomment the line if commented) if there is one
- Restart all CreditLine programs. Try to print again.
"Session Expired" Message
The User Session in CreditLine credit card software is set to expire every 15 minutes per PCI Data Security standard.
However, if your credit card software session expires immediately after last login all the time it can be that you don't have write access to the 911 CreditLine install directory and it's subdirectories (usually c:\911)
Please make sure that you the directory is NOT read-only before proceeding.
Duplicate Transactions in Batch
Older versions allowed two instances of the CreditLine Credit Card Software Server to run at the same time. It is possible that two instances were started by mistake.
- Make sure that there is only one instance running by checking the Process List (CTRL-ALT-DEL -> Processes).
- Upgrade to the latest version to avoid this in the future.
"Invalid Card" Errors
When upgrading from older non-encryption versions without batching or if the file system becomes corrupted, you may get "Invalid Card Rec(x) Card(...) Type(x) Trans(x)" error while trying to view the batch. You can restore the transaction by using journal/batch backup. Rename the desired backup to ccv_jor.dat and move \911\DATA. Don't forget to restart the server.
Integration Problems
Scanned Transactions Going Through As Manual
Make sure that you do not call clcSetAccountNum after clcSetTrackData or the transaction will go through as type manual not scanned. <br\>Sometimes this can also be caused by an improper account setup. Call you processor PC Support to troubleshoot.
Network/Socket SSL Error Codes
See SSL Errors
