NetEPay CC Troubleshooting Procedures

NetEpay Troubleshooting

Table Of Contents:

• HV HV
• OCDB error
• Can’t Connect to Server
• REFUSED - Max Connections

HV HV – Information on load file is wrong.

1.      Need to contact processor and verify information.

a.      If information is not correct have them send a new setup sheet with correct information.

                                                                          i.      Once file is received contact Datacap for new load file. There is a fee of $100 - $150 fee. Use discretion about charging customer this fee.

b.      If information is correct.

                                                                          i.      Contact datacap and explain the error message. Let them know the information was verified with the bank.  Ask them to recreate the load file, or verify the information.

OCDB error - Database is not open or is corrupt.

1.      Close NetEpay

2.      If this is a new install

a.      Go to Start/Programs/Software from Datacap/NetEpay Database Manager.

b.      Click Connect

c.      Click on Create New Database, Click OK, and close out of Database Manager

d.      Reopen NetEpay

3.      If the same error occurs ,go to Control panel/Administrative Tools/Services

a.      Find MsSQL$DatacapInstance and SQLAgent$DATACAPINSTANCE, Start them.

b.      Try to reopen NetEpay.

c.      Verify NetEpay is not in the Start up Menu.

                                                                          i.      C:\Documents and Settings\All Users\Start Menu\Programs\Startup, if it is there delete it

d.      Reboot BO. If site is open, make sure they do not have any customers waiting.

4.      Open Netepay, if the same error occurs after you rebooted, the database is corrupt

a.      Contact Datacap at 215-997-8989.

Can’t Connect to Server – Could be Internet Connectivity issue, Firewall/Antivirus blocking it, or Processor problems

1.      Check to see if they can reach any webpages.

a.      If they can not check dns connection

                                                              i.      If the dns is down, tell site to contact their ISP.

b.      If they are limited with what webpages they can get to (ie have a webpage blocker/router/ect)

                                                              i.      Verify ports are open with router

                                                            ii.      Verify ports/websites for the processor are allowed.

2.      Check to make sure Windows Firewall or Fortinet is not blocking Netepay.

3.      Check any antivirus software.

4.      Download the Gateway Test program to the site. It is found at Implementation\DataCap\DataCap Gateway.

b.      Open Gateway.exe.Click on the processor that the site has. 

                                                                          i.      NetEpay will say what processor on the blue bar on the top (Vital, Lynk, Cardnet, ect).

c.      If it goes through open NetEpay again.

d.      If it does not go through, contact Datacap to verify it is not an internal NetEpay issue.

REFUSED - Max Connections – This is for FDMS only. Datacap sent a fix for this.

1.      Settle/Close the Batch.

2.      Print a Screeen Shot of their Merchant Info ( you may have to re-enter it)

3.      Close NETePay and the Epay Administration.

4.      Unzip DSICardnetIP_Term.zip found in \Implementation\Credit Card\Credit Card Procdures\Datacap\NetEpay  and copy the DSICardnet_Term.exe in the:C:\Program Files\Datacap Systems\NETePay directory

5.      Bring Up Netepay and Epay Admin. Check to make sure the merchant info is still in the setup screen. If not add the info back in with your screen shot....Do test transaction and close batch again