Contact information for your processor is available from the Credit Card window.
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Contact information for your processor is available from the Credit Card window. |
Problem: Cannot Connect to Credit Card Server
Cause(s)/Solution(s):
•NETePay is not open. Open NETePay.
•A card reader is not connected to the workstation. Check card reader connection.
•Firewall issue. Check firewall settings to ensure they permit reader transactions.
•Internet access is down. Troubleshoot the Internet connection.
•IP Address is not static. Check server name or server IP address to make sure it is static. If necessary, contact your Internet Service Provider and request a static IP.
Problem: Maximum Number of Lanes Already Reached
Cause(s)/Solution(s):
•Maximum number of licensed lanes has been reached. Call The Edge sales for additional lanes.
Cause(s)/Solution(s):
•For VX805, use date YY/MM not MM/YY.
•Card declined by card issuer. Try another card.
Problem: Card Swipe Does Not Respond
Cause(s)/Solution(s):
•Not selecting OK in The Edge Credit Card Tender window before beginning the swipe, insertion, or tap. Select OK before processing the card; this tells The Edge to start interacting with the terminal device.
•The terminal device may not be properly connected. Check the connection.
Problem: There Was an Error on a Transaction Causing “AP Dupe”
Cause(s)/Solution(s):
•Brief network issue that caused the transaction to authorize successfully with card processing company but not communicated back to The Edge: Look at batch totals to determine what was approved on card processor side and verify against sale causing error. Enter the transaction into The Edge using the Offline tab.
Problem: Main Workstation Crashed
Cause(s)/Solution(s):
•System crash: If it’s a total system crash, call The Edge. If it is only credit cards that are crashed, call your processor for emergency support. You may need to do both.
Cause(s)/Solution(s):
•Internet is down: Call voice authorizations into card processor and enter transactions into The Edge using the Offline tab.
Cause(s)/Solution(s):
•When closing the batch, the batch totals between the processor’s server and The Edge records don’t match. Call The Edge Technical Support.
Problem: Merchant ID Does Not Match License
Cause(s)/Solution(s):
•Merchant ID in The Edge Credit Card Setup doesn’t match that in your Edge license. Check the license file and update it if necessary. It may be necessary to contact the processor to verify an accurate MID.
•Internet service is down: Reestablish connection.
•NETePay is not running: Restart NETePay.
Cause(s)/Solution(s):
•The card may have been processed through the terminal device too quickly or too slowly. Swipe, insert, or tap again.
Problem: Component with SLSID Failure
Cause(s)/Solution(s):
•The active control (DSIPDCX) that talks to NETePay was not installed. Call The Edge Technical Support to have DSIPDCX reinstalled and retested.
Problem: ComPort Not Found in XML Document
Cause(s)/Solution(s):
•The user is not logged in the account that was set up in for credit cards: Log out and log into the account they were set up under (usually the ADMIN account) and call the processor to have them set up under the other user account.
Problem: Error: Unable to find an entry point when trying to process (TSYS)
Cause(s)/Solution(s):
•This error is because of a Windows incompatibility. The computer receiving this error was a Windows XP, which is not supported on the TSYS platform. Upgrade the operating system to at least Windows 10.
Problem: Error: EMV pad reset failed, transaction not complete, failed on com port access (VX805)
Cause(s)/Solution(s):
•A Windows update has caused the VX805 driver to drop. Reinstall the VX805 driver.
Problem: A transaction showing at the processor, but sale is not in The Edge
Cause(s)/Solution(s):
•The merchant should ring the sale “Offline” in The Edge to record the sale but not process the payment a secondary time.
•For VX805, commonly the driver must be reinstalled or the station workstation is looking at the wrong com port for the device. Com9 is the default. Re-install the driver.
Problem: A sale exists in The Edge, but is not showing with the processor
•Contact processor to be certain they are unaware of the funds.
•Void the sale and reenter ensuring the merchant does not choose “Process Offline.”
Problem: Socket errors
1. Reboot NETePay. (Go to NETePay and click File>Exit, then double click to restart.)
2. Browse to the server computer over the network (or computer that has NETePay) be sure you can access it without needing network credentials.
3. Make sure The Edge and NETePay connection is through FW and AV.
4. Reboot the computer.
Problem: Can’t process Amex
•Likely needs an update of the CC software (NETePay and DSI possibly).
•Must be on release version DSIEMV Version 5.06.10 or higher.
•Not licensed for CC processor, could that be an old license is installed; re-send and install newer license.
Problem: No connection to any server
•Again, make sure NETePay is up and running; if it is, reboot it.
•Access to the path needs permission to the folder location. The store needs to reach out to the CC processor.
Problem: PAX Troubleshooting
•If manually processing with a PAX, you must PRESS OK in The Edge and immediately start entering the card # directly on the device. You will time out if more than 60 seconds passes
•For any access denied error, make sure they have full permissions to The Edge folder and are signed in as an admin.
Problem: Not Licensed for Plugin
•License file is incorrect OR the wrong DLL has been selected
Problem: Connect Error
•Edge workstation is failing to communicate with the IP address of the PAX device. If persistent, Processor will set the merchant up for Static IP.
•DHCP support was added to the Edge in 17.1.