CreditLine Troubleshooting
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CreditLine Payment Processing Software Troubleshooting Guide. This site can also be reached at http://docs.911software.com
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Contents
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:
- 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
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 Printers as well as regular printers. However, some POS printers e.g. EPSON TM-U220B require different formating. If you try to print 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.
