CreditLine Troubleshooting

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

Not finding all the answers? Try Knowledge Base!

Contents

Merchant Account Troubleshooting

How To Work With Processor Support

→ Processor PC Support representative, whom you will be talking to may be overwhelmed with calls or new on the job. If you are unclear about what you need done or the rep is in crunch mode, the reps first reaction will be to tell you to speak with your software provider. If you follow the simple guidelines below, the troubleshooting session will be brief and efficient.

  1. Before contacting the processor go over the Merchant Account Troubleshooting Guide to determine if you can solve the problem yourself or if you can make a preliminary diagnosis to save time on the phone.
  2. Make sure to call Processor PC Support or ask for PC Support or Advanced PC Support, someone who can see the trial transactions that you or we have run on the account directly on the processing servers. In 99% of cases merchant account reps or bank reps do not have the right tools to help you, unless it is something very obvious like a typo.
  3. Make sure to identify yourself as the rep for 911 Software. Many times the processor support person will start by telling you to call your software support and try to hang up even the problem may be on his side. If you hear '"we don't support this software, please call your software support"', tell them, that you are calling from software support and go on to the next point.
  4. Ask the rep if you could go over the account settings. If you are getting the error while authorizing, read the settings directly from CreditLine Authorization Configuration Dialog for the particular card type that you were using. If the error is a batching error, read the settings directly from CreditLine Settlement Configuration Dialog. Click Merchant Setup Button to get to the settings.
  5. Clearly state how you are connecting to the account. Let the rep know if the account is IP (state the platform if available, such as FDMS North) or dial-up (state the phone numbers used) or both.
  6. Confirm that the account is terminal capture (not host capture)and setup for 911 Software CreditLine use. Insist on checking that both the platform and terminal capture (some reps do not know what that means, so ask) are set correctly.
  7. Confirm that the account is NOT set for auto-capture/auto-settlement. The software will close the batch on its own.
  8. Ask the rep if your transactions are hitting the server. Run a sample transaction while you are on the phone with them so that they can confirm that.
  9. Inform the PC Support representative whether you are receiving an error while authorizing or batching. Be specific. It helps to know if, for instance, you can auth but not batch. If you have the error, give the error to them.
  10. Some PC Support desks have the first line of defense that simply tells you to talk to your software provider. Tell them that you are a software provider representative and need to troulbeshoot the account with the processor PC Support reps. Go through the steps above.
  11. If the rep insists that you speak to the software provider, tell the rep that you setup quite a few of these accounts and there is an incorrect response or an error coming directly from their servers so is there anything that they can do to find out what is going on. Go through the steps above.
  12. If the rep tells you that they have no such error, tell the rep that while the error may be misinterpreted or the error code missing due to an incorrect server response. The error is coming from their servers and you just need the rep to help you troubleshoot. Go through the steps above.

SAMPLE CONVERSATION
The following much abridged conversation was taken from a real debugging session and can help you in finding the best strategy when dealing with a rep who is new or unwilling to debug the account properly
911:The merchant account does not batch. We think it is setup as host capture, please check for us.
R: We can't support your software, call your software provider
911: I am the software provider, I need support for the account not the software
R: The account is setup correctly, I don't know how to debug it
911: Is it setup as terminal capture?
R: Yes
911: Is it setup for North platform?
R: Yes
911: Why doesn't it batch?
R: We do not support 911 software. Please call your software support.
911: I am the software support. It has to be setup as XXX North, terminal capture. Do you know what terminal capture means?
R: No.
911: Is it on XXX North?
R: Yes
911: Our records indicate that the account was setup on XXX South and is moved to XXX North. Are you sure it is on XXX North now?
R: Yes, sure.
911: Can you PLEASE check that the account is setup as terminal capture
R: ok wait..... Sorry, the account is setup wrong.
911: What is wrong?
R: It is not setup on the North platform.

Merchant Account Troubleshooting Guide

  1. 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.
  2. Make sure that you have followed Merchant Account Setup Guidelines and the processor setup the account accordingly.
  3. Many errors are the result of an improper Connection Setup.
    1. If the account is dial-up, check the phone numbers.
    2. 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.
  4. 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.
  5. 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.
  6. A bad transaction is a frequent cause of a failed batch. See Finding Bad Transactions In Failed Batches for more information.
  7. 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.
  8. 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.
  9. 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.
  10. Sometimes the errors are a result of hard drive failure or presence of viruses. Make sure to check the drives and scan for viruses
  11. 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

You can also try Knowledge Base


Advanced: Datawire specific errors can be found at the end of this document.


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:

  1. Open CreditLine ViewModify Dialog, select the transaction in questions and click Trans Detail button
    Select the transaction and Click Trans Detail
  2. 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.

Error Prefixes And Codes In The Log

Lines that start with:

OK
approval
ER!
communication error. ER!Busy, ER!No Dial Tone, ER!No ENQ (noisy line), ER!LRC Mismatch (noisy line) are modem related errors
ER:
regular business error
ERRORS IN ALL CAPS
all errors in CAPS are sent directly from the processor
Errors in Mixed Case
errors in mixed case are generated by CreditLine

API Logging

In 911\data\clcapi.ini create the following section (if not present) or uncomment and set the value:
[LOG]
Level=2

The logs will be placed in \911\bin\CLCAPI directory on the server.

→ Please, make sure to disable the setting (put ; in front of it to comment out) after you done collecting the logs to avoid introducing delays into the system operation.

Special Batching Considerations

Settlement at a Different Location

There are some cases when settlements are completed at a store other than the one, where the original auth transactions are performed (for instance, in the case of a dealer troubleshooting the setup) Because of PA-DSS, each CreditLine server is required to maintain a set of unique key tables (DataEncryptingKey, KeyEncryptingKey). In this case, only the corresponding key tables can decrypt the transaction data encrypted in CCV_JOR.dat file. Therefore, DataEncryptingKey.ini and KeyEncryptingKey.ini files are needed to be put in the same data folder as CCV_JOR.dat. Please, also to move the key tables after End-Of-Day Batch back to the original store. It is important to always synch the key tables and the JOR files.

Support Request

Required Information

→ Before filing a support request please make sure to upgrade to the latest version since in 99% of the case this will work resolve the issue. It is very rare that we allow any defect to remain long in the current version. The following will help us identify your problem

  1. Detailed information about the transactions that might have caused the issue (date, time, account, amount)
  2. Error information (a cut&paste from the log or a screenshot) and the Date/Time of the error.
  3. Logs:

Support Logs

Current Logs

If you have not yet batched and the issue deals with something that is current and would be contained in the current journal, zip up and email us at Email support.png
911\DATA directory

Historical Data

if the problems have occurred in completed batches and not in the current one
In the CreditLine Manager, select Tools->Collect Support Info and email the result to Email support.png.

Debug Logs

If the issue is more complex, we may need to examine the full debugging information. Use Tools->Collect Support Info in the CreditLine Manager and email the result to Email support.png. There are three additional levels of logging that may be turned on and must be turned off after debugging to avoid performance and security issues!:

  1. #Trace Mode
  2. #API Logging
  3. #Server Heartbeat

Trace Mode

Please see TraceMode

API Logging

Full API sequence logging. Useful in troubleshooting the calls that POS makes to our DLL.
To turn on see: API Logging

Server Heartbeat

In cases when we need to pin point a server failure, we will need you to enable the Server Heartbeat.

Setup Problems

No Response From Server or Server and Manager Not Communicating

Look at the manager and server info panels (or go to HelpAbout 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.

Settlement and Authorization Setups Do Not Match Warnng

Other Auths Do Not Match Default Auth Warning

To fix the Settlement and Authorization Setups Do Not Match and Other Auths Do Not Match Default Auth error, see Apply To Auths feature.

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:

  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

Transmission Failed Error

For IP connections: this error means that either the internet connectivity or the processor is down or overloaded. Check if you can access any web site using a browser. If you cannot - the fault is with your internet provider. If you are using a firewall, check that the correct port is open (the ports are listed here: CreditLine Processor Setup - click on your processor name under IP Enabled Processors). If the ports are open and the merchant account is setup correctly, call you processor PC Support to troubleshoot. Processors do become overloaded or unreachable on rare occasions. The longest outage that we have seen lasted several hours and had to do with a major ISP provider gateway being down due to a hurricane. Investigate CreditLine Dial-Up Backup options for alternatives.

Duplicate Batch ID Error (DUP)


Whenever a batch fails, make sure to call the processor to see if some part of the batch already went through to avoid double batching.

→ If you need to delete all pending batch transactions, because they already went through, see Deleting Batch Transactions.

The Duplcate Batch ID errors (ERR: DUP) are caused by processor receiving the same batch number on two batches. Processors generally require unique numbers for their batches.

CreditLine_Operation_FAQ#Deleting_Batch_Transactions

The latest versions will automatically increment the batch id and pop up a message asking if you want to batch, again.
Always contact your merchant account provider to verify that you have not actually settled the batch that came back with a "duplicate" error.

If the error persists, please call the processor PC support to have them reset the flag or to find out which batch id should be used.

In older versions that lack this feature, follow these steps (note, you must upgrade to the latest version to be compliant with the industry regulations):

  1. Open CreditLine Manager
  2. From the Top Menu select Configuration->Settlement Configuration
  3. Select Default
  4. Click Edit
  5. Increment the number in Batch Id: field in Current Batch Info on the left. For exampple if it is set to 10, enter 11 or 15.
  6. Click OK and Close To exit Configuration Dialogs.
  7. Restart CreditLine Server Program
  8. Try Batching Again

Unable to Read Journal (Encryption Key Failure)

In some instances it is possible to lose the encryption keys, which leads to an unreadable journal. The keys are backed up in the 911/BACKUP directory. See this article for instructions: Restoring from Key Backup

AMEX/DISCOVER Errors (SERV NOT ALLOWED/UNAUTHORIZED/NOT SUPPORTED/AUTH TYPE/AUTH SRC)

The card type (usually American Express or Discover) is not enabled by the processor. If you intend to accept this card type, please contact the bank/processor and let them know.

Successful Batch Leaves Unbatched Transactions

Auth transactions will not batch until they are finalized. Finalize the Auth's and batch them out. If you have trouble batching them out, also see #Cannot Batch Old Transactions.

Cannot Batch Old Transactions

You may not be able to batch some transactions due to expired Auth Codes. Follow the Expired Transactions Re-Run procedure to resolve.

Invalid Merchant Account / Term ID

It is possible for a merchant account to become invalid. In this case, you may get an error stating INV MERCH ACCT or INV TERM ID. Please contact the processor or merchant account provider to resolve.

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.
Whenever a batch fails, make sure to call the processor to see if some part of the batch already went through to avoid double batching.

Too Many Transactions Hanging The Batch

The latest versions address this problem with CreditLine Automatic Batch Count Management. You may still need to increment the batch id to resolve the duplicate batch id error after the batch crashed.
Make sure to call the processor to see if some part of the batch already went through to avoid double batching.

Duplicate Auth Codes

If you are receiving duplicate Auth Codes for separate authorizations, it may be that you are using the same terminal name (ID) for more than one terminal. Resolve by assigning unique names/id's to the terminals.

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

Swiped Credit Cards Do Not Work over Remote Desktop

See CreditLine_Installation#Running_over_RDP_.28Remote_Terminal_Software.29

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.


Printer Problems

→ This applies to receipts and reports printed by the CreditLine, not POS. Consult your CreditLine Dealer on the source of your reciepts, first.

Selecting Printers

Current printer can be selected under Configuration->Select Printer in CreditLine Manager. Every merchant account can have it's own assigned printer.

Overlapping And Unreadable Receipts

  • The receipt printing is done by the Point Of Sale system. CreditLine also supports POS Receipt Printers, as well as regular printers, directly. Most POS Receipt printers have to be setup with Text-Only Microsoft Drivers. If you are having a problem printing, first try using a Text-Only driver. To select a Text-Only driver, go to Control Panel, select Printers, then Add Printer, use vendor Microsoft, then choose Generic Text.
  • 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 3.03.10 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 

and/or

;Adds a page feed for each receipt printed.
;Values: YES=Adds the page feed, NO=Adds only spaces
;Default: NO
;PageFeedPerReceipt=YES

→If you cannot find the lines, copy them under [911_CCV] section

Per instructions above:

  1. change PrinterLineScale=3 to PrinterLineScale=4 or a higher number if you are still experiencing problems. If still not effective, try to enabling PageFeedPerReceipt=YES
  2. Remove ';' in front of PrinterLineScale or PageFeedPerReceipt (uncomment the line if commented) if there is one
  3. 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.

Unrecognized Card Type

This error means that the card ranges setup in CreditLine Authorization Configuration do not cover the card number. However, if the card number is covered by the ranges and the error goes away after scanning the same card a few times, this indicates that your scanner is not reliable and needs to be replaced.

Invalid SSL Certificate

Invalid SSL Cert error means that a processor component requiring SSL communications was not able to contact the SSL authority to validate its certificate. The error may be a result of Internet Options Security Settings set to high. Try setting them to Medium. Also, try turning off the firewall to see, if the SSL Authority ip address is being blocked.

Corrupted Journal

A faulty hard drive or a computer that was suddenly turned-off may result in a corrupted journal. Please see Corrupted Journal Restoration for more information.

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/SSL Error Codes

See SSL Errors