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Shift4 - Credit Card Problems and Issues

If you are trying to process a credit card transaction, and there is a failure, please read the following information to determine the proper course of action.

If you receive a "Unable to open socket with Transaction Engine" or "Unable to send data to Transaction Engine" error message, you must verify that the Transaction Gateway Service is running on your server.

You cannot process a transaction on this workstation that requires credit card processing

When you purchase credit card processing, you purchase a certain number of workstation licenses. These are the number of workstations you are allowed to run a credit card on. You must process the credit card on a workstation which has a license. If the workstation does not have, and cannot obtain a license, an error message will appear advising a workstation license is required to process credit cards.

Use the following steps to reset your credit card workstation licenses:

  1. Have all users stop processing credit cards.

  2. From any workstation, go to Setup > Configuration > Manage > Credit Card Workstation Licenses

  3. Click the Delete All button to erase all current workstation licenses.

  4. From each workstation that should be able to process credit cards, attempt to process a card. This will re-establish the credit card workstation license for that computer.

  5. Resume processing credit cards.

If you have many workstation licenses, only highlight the name of the workstation that is getting the message. If that workstation does not appear on the list, then another workstation has "taken" that license. Determine the workstation that does not need a workstation license and delete that license. Then attempt to process a credit card from the workstation that needs a license.

Workstation licenses can only be reset a fixed number of times. If you have reset your licenses too many times, you must contact InnQuest Software during normal office hours for assistance. This will result in a $75.00 billable support charge.

Contact the InnQuest Software Sales office for information on purchasing more credit card workstation licenses.

"Bad Tran ID" message when processing an authorized checkout

A "Bad Tran ID" message when processing a credit card usually appears when checking out a guest. To correct this, open the folio and select More Options > Credit Approvals. Highlight the approval and select the Change Approval button. Add $1 to the existing amount and hit the Process button. Next, try the transaction again and it will be fine.

IP address does not match up in Dollars On the Net with roomMaster (Usually when Dynamic IP's are changed on the network)

  1. Turn off the Dollars on the Net service (Control Panel / Administrative Tools / Service / Shift4UTGv2)

  2. Once the service is turned off, then Start, Programs, Dollars on the Net, Shift4 Tune Up

  3. Click on the Express tab and verify the host IP is the new internal IP. If not, use the drop down box ad select the correct IP address.

  4. Click on the API Interfaces tab and verify the host IP is the new internal IP. If it is not, highlight the information then click the edit button on the right of the screen. Use the drop down box for Host IP and select the correct address.

  5. Click on the Options tab and verify the host IP is the new internal IP. If it is not, highlight the information then click the edit button on the right of the screen. Use the drop down box for Host IP and select the correct address.

  6. Click save to close the tune up program.

  7. Start the service. (Control Panel / Administrative Tools / Service / Shift4UTGv2)

  8. Change roomMaster to look at the new IP address located in Setup > Configuration > Guest Ledger > Credit Card Processing > IP Address/Name Field. It is highly recommended to enter the name of the computer Dollars on the Net is installed on. If the IP address changes in the future, it will not affect roomMaster since it will be looking for the computer name and not a specific IP address.