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faq:vx805_emv_errors [2019/06/20 09:10 (5 years ago)] – [Terminal Id not found in XML document] craigfaq:vx805_emv_errors [2024/01/31 09:22 (8 weeks ago)] (current) – [Duplicate Transactions] craig
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-====== Vx805 and EMV Pinpad Errors ======+====== EMV Pinpad Errors ======
  
 ===== No Response from Pinpad ===== ===== No Response from Pinpad =====
  
   * The wrong serial port is selected.   * The wrong serial port is selected.
-  * [[ftp://ftp.windward-ca.com/pub/mercurypay/Configuring%20the%20VeriFone%20VX805%20for%20USB%20Cabling.pdf|The pinpad needs to be configured for USB Cabling]].+  * [[https://datacapsystems.com/support-articles/how-to-change-pin-pad-interface-settings|The pinpad needs to be configured for USB Cabling]].
  
 ===== Expected DPT Encryption Got - NOE ===== ===== Expected DPT Encryption Got - NOE =====
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   * if it a Worldpay/Mercury Pinpad that must be encrypted, then the encryption was not enabled and needs to be returned.   * if it a Worldpay/Mercury Pinpad that must be encrypted, then the encryption was not enabled and needs to be returned.
   *  https://www.datacapsystems.com/support-articles/2016/5/25/transaction-not-complete?rq=expected%20dpt   *  https://www.datacapsystems.com/support-articles/2016/5/25/transaction-not-complete?rq=expected%20dpt
 +
 +<note important>Encryption keys can be lost if the pinpad is left unpowered for several months, or if they are dropped and light enters the casing.</note>
 +
 +===== Datacap Configuration not found or is incorrect. =====
 +  * You have selected the incorrect pinpad
 +  * The pinpad was not loaded with the datacap forms package.
 +     * https://datacapsystems.com/ingenico-lane-3000
 +     * https://datacapsystems.com/ingenico-lane-7000
 +     * https://datacapsystems.com/verifone-p400
 +
  
 ===== vx805 Invalid Field - Encrypted Format ===== ===== vx805 Invalid Field - Encrypted Format =====
-  * This means you have the wrong pinpad selected.  You have a mercury pinpad selected on a non mercury customer+  * **This means you have the wrong pinpad selected**.  You have a mercury, or netepayhosted pinpad which is Encrypted selected on a non mercury / netepayhosted (non-Encrypted) system. 
 +  * **Update dsiEMVX and dsiPDCX** to support new EMV transactions. 
 + 
 +===== Invalid trancode while performing a pre-auth on System Five version 6.4 ===== 
 +  * Ensure merchant is using datacap netepay version 5.07.30 (01/31/2018) or higher to support the EMV-pre-auth transaction. 
  
 ====== Rapid Connect Error Messages ====== ====== Rapid Connect Error Messages ======
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   * Or you have selected the wrong pinpad / processor type.   * Or you have selected the wrong pinpad / processor type.
      * If you are installing a Worldpay-Mercury pinpad pick Mercury eg. vx805 for Mercury      * If you are installing a Worldpay-Mercury pinpad pick Mercury eg. vx805 for Mercury
 +
 +===== Packet Error from Pinpad =====
 +  * Check that you are running the lastest version of dsiEMVX.ocx
 +
 +===== Socket Connect to b2.backuppay.com failed =====
 +  * It means that the netepay server did not reach x1.mercurypay.com and is failing over to b2.backuppay.com. Neither is working.
 +  * Either a DNS issue on the netpay server or a firewall issue.
 +  * http://www.datacapepay.com/downloadmenu/
 +  * utlities / diagnostics
 +  * Gateway test
 +{{:faq:payment_processing_setup:gatewaytest.png?400|}}
 +
 +===== Other Not Accepted =====
 +For a manual keyed transaction, the card number is not correct.
 +
 +===== Duplicate Transactions =====
 +
 +When the clerk receives a time out error, they should attempt the transaction a second time from the same invoice.
 +
 +Your processor must have duplicate transaction checking turned on. When a duplicate transaction is sent (same invoice number and card number) and the processor returns Duplicate Transaction the clerk is presented with 3 options. Option 1 is the option the clerk should accept most of the time.
 +   - **Retrieve approval information from previously errored transaction and apply payment** Select this option if you know that the first attempt to process the transaction failed and you attempted to approve the transaction a second time.
 +   - **Reject Transaction** Select this option if you meant to process a duplicate transaction. Then process the amount on a different invoice number, card number or amount.
 +   - **Force Duplicate** Select this option if you wish to force a duplicate transaction.
 +
 +Duplicate transactions are usually the result of a time out error.  If a transaction response is not received after a few minutes, the system will send the transaction a second time. Either the request was lost or the response was lost.  If the request was lost, the processor will process the transaction. If the response was lost and the transaction was approved already, the processor will respond with "Duplicate Transaction" and return the approval information.
 +
 +Duplicate transactions can be avoided by making sure you have a stable internet connection, that you are not using wireless networks. If you are having internet issues, test your internet with a web browser, not by attempting to process transactions.  If you are using terminal services, ensure that you are using the remote POS device manager, not redirecting serial ports.
 +
 +If a timeout occurs between System Five and the remote POS device manager (cloud and terminal services), the remote pos device manager will also buffer the last transaction response. If a second identical request is made from System Five, the remote POS device manager will respond with the last response.
 +
 +The datacap logs can help diagnose some issues.
 +
 +
faq/vx805_emv_errors.1561047013.txt.gz · Last modified: 2019/06/20 09:10 (5 years ago) by craig