Guide To Errors

911 SOFTWARE

Product: 911Software CreditLine

v 1.5.0 - 4/1//05

Note: it is always useful to check c:\911\data\ccv_log.txt for error messages 

Error Handling Guidelines 

1) If you are unable to process American Express/Discover, make sure to ask your processor support to enable it.  Most of the setup problems are due to the processor forgetting the enable/setup American Express/Discover cards on the account. This will cause batches to fail if there are any AMEX/Discover cards present.  If you are not planning to accept AMEX/Discover, make sure "card is accepted" is NOT checked in AMEX/Discover Authorization Setup page. 

2) Please MAKE SURE that the Authorization Configuration for ALL CARDS and Settlement setup have the same setup or point to the same account (in most cases they have to be)

3) If you merchant account that was working before, stops working without any changes to the merchant account - please call you processor support and check the status of your account.  In 99% of the cases the processor is having temporary outages or other technical difficulties - they will be able to tell you when they expect it fixed.  In these conditions you may receive errors from the processor that are unusual and are not mapped to any error descriptions in our software. 

4) If in doubt, ALWAYS call processor support  to check if the transactions in question have been received by the processor.  If transactions are not received, check Authorization and Setlement Setup for EVERY CARD. In initial setup it is possible to overlook the fact that some cards are not setup to go to the live account that you are using.  Use Apply To All to correct.

5) As a rule, all messages in CAPITAL LETTERS come directly from the processor.  

6) If you are emailing us for support, please include the following two files from the c:\911\data directory: ccv_info.dat, ccv_log.txtIf the question pertains to actual batch data, email ccv_jor.dat, as well.

Processor Support

Processor Support Contact Info

Processor Specific Errors

We will be moving processor specific errors into the links below. Please continue to check General Errors descriptions, as well

General Errors 

(in order of frequency of occurence)

WHY some of the errors do not make sense?

Most of the errors are returned by the processor and passed to the user directly. While we try to interpret most of the errors, the industry currently is very dynamic and new error descriptions are introduced by various processor often.  We are currently working to enhance error reporting. 


"Site Code/Site Key Mismatch" message

Message "Site Code/Site Key Mismatch" indicates that software is not licensed for the selected merchant account and will not batch. Unlicensed software will, however, process unlimited authorizations. If you wish to purchase a license, send a request to 


"Nothing To Batch" message

In most cases it is a normal message indicating that there are no transactions to batch on this batching term.

If you have more than one batch setup (e.g. split-batch to AMEX or batching Gift Cards) after batching the credit cards and reporting "OK" the program may inform you that you have "Nothing To Batch" for the other batch turns (such AMEX transactions or Gift Card transactions).  If you believe that the message is erroneous please send ccv_info.dat, ccv_log.txt and ccv_jor.dat from c:\911\data directory to with description of the problem. 


"ER: referral"

"ER: CALL"

 The error comes from the processor and indicates a card that was suspended due to suspected fraudulent transactions.  Call the card issuer to troubleshoot.


"ER: Please Retry (HB)"  or similar "Retry - Do Not Batch Again" error when batching

"ER: NO ENQ"  or similar error when batching.

"ER:" or similar unknown error when batching

 The error comes from the processor that is too busy to process the request. You can safely batch again. Please, try again before contacting support. Instruct target user according to your support practice.  In some instances this is due to an error in the setup or change in the merchant account.  If you you keep getting the same error please send ccv_info.dat, ccv_log.txt and ccv_jor.dat from c:\911\data directory to with description of the problem. It is highly recommended to contact the processor support to find out if the "failed" batch has actually succeeded and the message sent from the processor is erroneous. 


"ER: REC#0 Dup" or similar "Dup (Duplicate)" message when batching. 

Message indicates a duplicate batch id. In the manager - go to Configuration->Settlement Configuration choose Default or Other Setup as necessary. Click Edit. In the Current Batch Info set Batch Id to a higher number. e.g. increase from 10 to 40. Restart the CreditLine Server program. Batch again. It is highly recommended to contact the processor to find out if the "failed" batch has actually succeeded and the message sent from the processor is erroneous. 


"ER: REC# xx Auth type" error

"ER: REC# xx Auth SRC" error

"Invalid account" or "Not supported" error

"UNAUTH TRANS" or other "UNAUTHORIZED TRANSACTION" error 

"Invalid Term ID" or "CALL ERROR 12" or "ER: INVLD MSG FORMAT", other error  when processing  AMEX and/or Discover transactions

The card type (American Express?) is not enabled by the processor. If you intend to accept this card type, please contact the bank/processor and let them know. Sometimes they need to change the merchant id to get this done.  You can void the transactions in View Modify and Batch again. You can also batch selectively in View Modify. 

IF This refers to the American Express/Discover transactions:
Please record the transactions, void them out and batch again.  Contact the
processor and have AMEX enabled and setup properly. Make sure to make it clear to the processor whether the site requres AMEX/Discover at the time of the setup. Processor make the most mistakes here.  If nothing else works AND the processor has confirmed the setup, please send ccv_info.dat, ccv_log.txt and ccv_jor.dat files from c:\911\data directory to with description of the problem.


ER: REC#0 Store ID

ER: CLIENT NOT FOUND

Processor says the setup is correct but it still does not work.

Check the Authorization AND Settlement Setup: if there are any fields that are completely '0' put a '1' at the end. For instance if Location Number is 00000 make it 00001. In the Settlement Setup: if Terminal Identification has any letters in it like 'V' replace those with '0'. For instance, 'V5512257' -> '05512257'. Restart Server and try again. IMPORTANT: In the setup, Merchant ID <= 16 means 16 or less digits - DO NOT pad with zeros, even if there is less than 16 digits. If you still get the same error, there is a problem with the setup as it was given to you by the bank/processor. Please contact the bank/processor and check that the setup is correct AND the client has been activated. Sometimes you need to wait a day before the setup is activated. If nothing else works, please send ccv_info.dat, ccv_log.txt and ccv_jor.dat files from c:\911\data directory to with description of the problem.


Some other "ER: REC# xx: ..... "

In the CreditLine Manager go to Online->View Modify. Take a look at the indicated Rec#.  Record the card number, exp date and amount.  Void the transaction, then attempt to batch, again.  Call your processor support to ask them about the offending card transaction.


"ER: Transmission Failed"

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: Processor Setup - click on your processor name under IP Enabled Processors).


MGR_ERR9: Cannot create jor directory

The software is not installed properly into \911 directory or has been moved. Either reinstall the software or see below for moving the software. NOTE: the software ALWAYS looks for \911\data from the root of the drive as specified by the Start In or Working directory of the shortcut,  regardless of the installation path 


INVALID TRAN CODE/ INVALID TRAN TYPE

The merchant account was setup as HOST based, not TERMINAL based. Please contact your processor and ask them to change the account type to TERMINAL BASED.


"ER: APxxxxxxxx "

Call the processor support to make sure that the account is setup for "Auth and Fund" (EDC Service Type 7), not just "Auth" (EDC Service Type 0)


"ER Retry"

Please retry the transaction.  If error persists it can be due to a bad setup.  Check and reenter the authorization and settlement setup.  Sometimes a character 'O' instead of numerical 0 can cause this problem. Call the processor support if problem persists.


"Bad BIN or Host Disconnect"

Usually a setup problem.  If it's an IP setup it could be that we do not support IP, only dial-up for this processor, or the wrong processor type, for instance LYNK IP setup as VITAL IP.  If you you keep getting the same error please send ccv_info.dat, ccv_log.txt and ccv_jor.dat from c:\911\data directory to with description of the problem.  


"Cannot guarantee unique tracking IDs"

Make sure that the entire 911 install directory and all the files in it are *** NOT READ-ONLY ***.  Make sure that there is a file called TRANSNUM.DAT in c:\911\data directory  (or in c:\touchit\data2 directory in HSI and older versions) and that it is NOT READ ONLY. If file is missing- it was accidentally deleted by somebody, you need to reinstall the software or email us for a fix. Delete all files from c:\911\DATA\MESSAGES directory. If you use ClubSystems or HSI POS (ver 6.0.6 and below) make sure there is a c:\touchit\data2  directory present. If nothing else works, please send ccv_info.dat, ccv_log.txt and ccv_jor.dat files from c:\911\data directory to with description of the problem.


Upload Error Call 96 

In some processors caused by duplicate or out of sequence batch id/number. Please call the processor support to determine the correct next Batch Id. You can try to increment the Batch Id. In the manager -> go to Configuration->Settlement Configuration choose Default or Other Setup as necessary. Click Edit. In the Current Batch Info set Batch Id to a higher number. e.g. increase from 10 to 40. Restart the CreditLine Server program. Batch again. 

The error can also be caused when Discover is not setup properly (usually refers to a VITAL/VISANET type processor). Please call your processor support and have them setup Discover for your account. Usually, you can void the Discover transaction and batch successfully.

In addition, if you have recently changed your phone number in the setup, please call the processor support to confirm that it is not causing the error

Finally the error can be caused by network mismatch.  Please call the processor support.


510 - Authorization request must be an Interleave (application type 4) 

First, please check that the Connection Setup matches the Processor.  For instance, in general Paymentech IP should not go through VITALSSL.  In majority of the cases the merchant account is not setup for 911Software CreditLine or not setup correctly.  For instance, it can be setup as an E-Commerce account.  Please call the processor support and ask them to correct the setup problem or to create a new account compatible with our application. 


"Invalid Card Rec(x) Card(x) Type(x) Trans(x)"

Caused by journals generated by the latest versions that support encryption being viewed on the older version Managers.  Usually happens after upgrading the site.  Please use the latest version to view the journals.


The server and the manager are communicating but the program does not work properly

1) Check c:\911\data\ccv_log.txt for error messages 

2) Dial-up only: Check Configurations->Connection Configuration, if everything is setup correctly (com port is correct and there is NO space between COM and number/type of modem is correct)  Do you see modem responding? Turn the modem on and off.  Do you have dial-tone? 

3) Is anything in c:\911 directory read-only?  It should not be ( Start->run->type: "attrib -r c:\911 /s"->OK ) or Right click on folder->properties->read only->OK->right click again->properties->uncheck read only->apply to all subfolders->ok

4) Look in Online->View Modify. Do all transactions have Rec# 1? This means some of the files in c:\911 directory are read-only.  They should not be (  Start->run->type: "attrib -r c:\911 /s"->OK )  or Right click on folder->properties->read only->OK->right click again->properties->uncheck read only->apply to all subfolders->ok

Advanced recovery: you can use Journal Utility in c:\911\bin\CCVUtil.exe to create a new ccv_jor.dat to reSequence all the Records correctly and save the new ccv_jor.dat into c:\911\data directory. See Q16 Journal Utility

5) If you get any errors - see below for error descriptions.

6) If nothing else works, please send ccv_info.dat, ccv_log.txt and ccv_jor.dat files from c:\911\data directory to with description of the problem.


All transactions are voided. 

Usually a setup problem.  If it's an IP setup it could be that we do not support IP, only dial-up for this processor.  If you you keep getting the same error please send ccv_info.dat, ccv_log.txt and ccv_jor.dat from c:\911\data directory to with description of the problem.


Processor says the setup is correct but it still does not work.

Check the Authorization AND Settlement Setup: if there are any fields that are completely '0' put a '1' at the end.

For instance if Location Number is 00000 make it 00001. Also, if Terminal Identification has any letters in it like 'V' replace those with '0'. For instance, 'V5512257' -> '05512257'. Restart Server and try again. IMPORTANT: In the setup, Merchant ID <= 16 means 16 or less digits - DO NOT pad with zeros, even if there is less than 16 digits. If you still get the same error, there is a problem with the setup as it was given to you by the bank/processor. Please contact the bank/processor and check that the setup is correct AND the client has been activated. Sometimes you need to wait a day before the setup is activated. If nothing else works, please send ccv_info.dat, ccv_log.txt and ccv_jor.dat files from c:\911\data directory to with description of the problem.


My changes to the setup are not saved.

POS has problems with MESSAGES directory

There are odd transactions in the batch.

Make sure that the entire 911 install directory and all the files in it are *** NOT READ-ONLY ***.  Make sure that there is a file called TRANSNUM.DAT in c:\911\data directory  (c:\touchit\data2directory in older versions) and that it is NOT READ ONLY. If file is missing- it was accidentally deleted by somebody, you need to reinstall the software or email us for a fix. Delete all files from c:\911\DATA\MESSAGES directory. If nothing else works, please send ccv_info.dat, ccv_log.txt and ccv_jor.dat files from c:\911\data directory to with description of the problem.


Some transactions do not batch. There is NO error message.

Tran# is always 0000 or missing

Usually a POS problem. If there are Auths that have not been converted to Sales. You can Add Tip through Online->View Modify and batch those.  Contact your POS support.  If the remaining transactions are all AMEX, this means that your processor has not enabled AMEX on the account, please call processor support.

If nothing else works, please send ccv_info.dat, ccv_log.txt and ccv_jor.dat files from c:\911\data directory to with description of the problem.


After I minimize the program it cannot be restored and stays minimized/hidden

A. Usually caused by differences in the screen resolutions between the setup machine and the deployment machine. To resolve edit c:\911\911_ccv.ini and delete the entire [Window] section or set it to the these parameters: Server = 0,0, 640,480 Manager =0,0,640,480.  Restart the client and server.


I am running Windows 95 and getting missing DLL messages

A. The  IP version needs the wininet.dll to communicate.  You need to have that on the machine that is running the server.  You can install IE 5 and above on the machine to get it.


I have AUTH transactions left after I batch. I want to get rid of them authomatically.

My POS sends an Auth then a Force. When I batch I have all the Auths left.

Edit C:\911\data\911_CCV.ini. Set RemoveUnbatched=YES.


NETBIOS interface only: Error message "Invalid Name No Answer"

The problem is probably caused by duplicate names in NetBIOS. When runing the manager program on another machine, make sure you have a different net name. If you open the short-cut, you can put in a 7-character name after the exe file name.  The name will appear on the title bar of the manager program. Also, please make sure that the machine you are trying to run the manager program has NETBIOS installed.


NETBIOS interface only: LANA problems, other errors

Please read NetBUIE Setup document.


 

Connection and MODEM ISSUES

High Speed Internet: trouble connecting, dropped connections.

Check your Internet (open a browser and go to www.yahoo.com).  If Internet is down, CreditLine cannot connect.  Contact your Internet provider. Also see next issue below.


High Speed Internet: trouble connecting when using a firewall

Different processors use different ports to connect, which need to be open. The port settings are listed in Processor Setup Guide.  


Dial-up: Error initializing modem/Cannot Initialize Modem

Check Configurations->Connection Configuration, if everything is setup correctly (com port is correct and there is NO space between COM and number/type of modem is correct) and the modem still not responding go to Control Panel->Phone And Modem Options->Modems and remove the modem on the com port you are using. Restart the CreditLine server and see if the modem responds. In some instances, like Remote Dial-Up services and Fax services other software grabs the com port that CreditLine is trying to use. Warning: if you restart the machine with the modem on it will be automatically detected and the driver reinstalled.


Dial-up: My modem hangs up right away or I get Modem Error and other suspicious modem activity.

A. Check Dial Timeout in Modem Configuration.  If it's less than 5 seconds, it can cause a lot problems. Make it longer, like 30 seconds. Note: Value of 0 sets the default timeout of 25 seconds.  Also, see Modem Hang Up time.  If in doubt set both values to 0.   Restart server, try again. Also, make sure that the modem type is correct.


Dial-up: trouble connecting, ccv_log.txt has modem errors (parity error, etc)

Restart the modem, check the phone line. Make sure nobody and no other program is using the modem/phone line. Make sure that modem type specified in Configurations->Connection Configuration is the same as the modem you are using.


US Robotics modem stops responding

Check the init string in Configurations->Connection Configuration (Modem Configurations in older versions). If it looks like this &A0&K0&M0&N2 you have the old string from the older versions of software that causes this problem.  If you have a newer version reselecting the US Robotics modem will replace the string with &A0&K0S15=255&N2.  Or you can replace the string manually.