VeriFone VX 520 User Manual download pdf (Page 41)

9-8 Verix SEPT410 & XEPT410 User Manual Error Messages

CONFIDENTIAL – Chase Paymentech Solutions, LLC – CONFIDENTIAL

Error

Explanation

Action

514 Call Helpdesk

The PNS number/Merchant ID is not a

known NetConnect MID.

 Use the NetConnect Tool to verify the MID, TID,

username and password setup with the equivalent

parameters in the download file. If incorrect,

update and perform a partial download.

 Verify that the username and password are

between 8-32 characters including a number.

Special characters _ and – are permitted.

 Verify that the NetConnect URL’s in the download

file are correct. If incorrect, update and perform a

partial download.

 Verify that NetConnect is up by going to this URL

https://netconnect1.paymentech.net/NetConnect/controlle

r from your browser. If “Get Not Supported by the

NetConnect Gateway” displays on your browser

then the NetConnect application is running.

 If the error persists, use the appropriate

procedures to escalate a NetConnect issue.

515 Call Helpdesk

Indicates that NetConnect is up but is

unable to establish or maintain connection to

the host.

 Retry the transaction, waiting at least 90 seconds

for an authorization or 5 minutes for an upload.

 If the error persists, use the appropriate

procedures to escalate a NetConnect issue.

516 Call Helpdesk

NetConnect has experienced an internal

error.

 Retry the transaction, waiting at least 90 seconds

for an authorization or 5 minutes for an upload.

 If the error persists, use the appropriate

procedures to escalate a NetConnect issue.

517 Call Helpdesk

NetConnect is functioning, but the host is

not returning a response.

 Verify the transaction is present on Tandem. If so,

there is potential problem with the communication

between Tandem and NetConnect.

 Retry the transaction, if it is duplicated, void one of

the transactions.

 Retry the transaction, waiting at least 90 seconds

for an authorization or 5 minutes for an upload.

 Verify if this error is received with one card type or

all card types. There could be a potential

authorization network problem.

 If the error persists, use the appropriate

procedures to escalate a NetConnect issue.

518 Call Helpdesk

NetConnect established a connection and

submitted the request but did not receive a

response from the host in the timeout

window.

 Verify that the entire batch was received on

Tandem.

 Retry the settlement/deposit waiting at least 5

minutes. If the batch is duplicated, follow

procedures to release from suspense.

 If the error persists, use the appropriate

procedures to escalate a NetConnect issue.

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VeriFone VX 520 User Manual Page 41

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