Messages and Processor Codes

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1 &\EHU6RXUFH3D\PHQW0DQDJHUΠMessages and Processor Codes July 2001

2 CyberSource Contact Information CPM Contact Information Visit our website for information about our company, products, and services. Request information regarding CyberSource Payment Manager. Ask questions about the CyberSource Payment Manager technical documentation. Report problems, omissions, or request changes in the documentation. Place an order for any CyberSource product. Potential customers may ask our sales support staff questions about our products and services. Request help with setup and installation or ask questions about maintenance updates or new releases regarding CyberSource Payment Manager. To receive the best possible support from CyberSource Customer Support, your requests to or fax your requests to Please include the following information: Contact Name Company and Department CyberSource or merchant customer number (where applicable) Your phone number and address ICS Contact Information Visit our website for information about our company, products, and services. requests for information regarding any Internet Commerce Suite product or call Visit the Support Center website (password required) regarding any Internet Commerce Suite product issues. (USA) requests for support, or call (USA) or +44(0) ii CyberSource Corporation

3 Financial Processors Help Desk Information First Data Merchant Services (Nashville Platform) Call FDMS division for FDMS Nashville platform-specific questions. First Data Merchant Services (South Platform) Call FDMS division for FDMS South platform-specific questions. Midwest Payment Systems Call Midwest Payment Systems for MPS-specific questions. NDC Merchant Services (East Platform) Call NDC Merchant Services for NDC East platform-specific questions. NDC Merchant Services (West Platform) Call National Data Processing Services for NDC West platform-specific questions. Paymentech Merchant Services Call Paymentech s Merchant Services division for Paymentech merchant-specific questions from 8am to 8pm Monday through Friday Eastern time Call Paymentech s Operations division for Paymentech transaction processing-specific questions 24 hours a day, seven days a week. VISANet Vital Merchant Help Desk Call the VISANet Vital Merchant Help Desk for VISA and Vital-specific questions. Messages and Processor Codes July 2001 iii

4 Security Warning To secure the financial and personal information processed by the CPM Server, stored in the database, and routed through networks, the ecommerce system must be placed behind a firewall. We suggest you consult with providers of firewall and other information technology security solutions to protect and secure the transaction data of your customers, the CPM Server, and the database used by the CPM Server. When processing transactions through the Internet between a web storefront and the CPM Server, the information is transmitted in plain text unless Secure Socket Layer (SSL) encryption is enabled. For a web storefront, we recommend that you enable the SSL certificate request security feature provided by CyberSource. This feature encrypts the financial and personal information transmitted between the web storefront and the CPM Server for secure transmission. Out of concern for security, we also recommend against remote administration of the CPM Server through a remote access server (RAS). Administering the CPM Server through a RAS requires strong user authentication methods and strong data encryption. Always administer the CPM Server using the CPM Administration Client installed on a network computer behind a firewall. Refer to the illustration below as an example of a secure network setup. Figure 1 CPM Architecture iv CyberSource Corporation

5 Copyright and Restricted Rights Legends CPM Messages and Processor Codes Copyright 2001 CyberSource Corporation. All rights reserved. CyberSource Corporation furnishes this document and the software described in this document under the applicable license agreement ( License Agreement ). You may use or copy this document and software only in accordance with the terms of the License Agreement. The information contained in this document is subject to change without notice and therefore should not interpreted in any way as a commitment by CyberSource Corporation. CyberSource assumes no responsibility or liability for any errors that may appear in this document. The copyrighted software that accompanies this document is licensed to you for use only in strict accordance with the License Agreement. You should read the License Agreement carefully before using the software. Except as permitted by the License Agreement, you may not reproduce any part of this document, store this document in a retrieval system, or transmit this document, in any form or by any means, electronic, mechanical, recording, or otherwise, without the prior written consent of CyberSource Corporation. Restricted Rights Legends For Government or defense agencies. Use, duplication, or disclosure by the Government or defense agencies is subject to restrictions as set forth the Rights in Technical Data and Computer Software clause at DFARS and in similar clauses in the FAR and NASA FAR Supplement. For civilian agencies. Use, reproduction, or disclosure is subject to restrictions set forth in subparagraphs (a) through (d) of the Commercial Computer Software Restricted Rights clause at and the limitations set forth in CyberSource Corporation's standard commercial agreement for this software. Unpublished rights reserved under the copyright laws of the United States. Copyright 2001 CyberSource Corporation. All rights reserved. Document Number: 7031 Date Printed: July 2001 CPM Messages and Processor Codes July 2001 v

6 Trademarks and Document Conventions Trademarks CyberSource, the Power Behind the Buy Button, the CyberSource logo, and PaylinX are registered trademarks in the U.S. and other countries. PaylinX FRAUDefenZ, PaylinX EnterpriZ Engine, CPM Payment Manager, and CyberSource Fraud Manager are trademarks of CyberSource Corporation. CyberSource ecommerce Transaction Suite is a service mark of CyberSource Corporation. All other brands and product names are trademarks or registered trademarks of their respective owners. Document Conventions bold Palatino italic Palatino Arial Courier Function names, messages, main menus, and submenus appear in bold Palatino font. For example, the function SetSessionId sets the session ID for a transaction. Terms and book titles appear in an italic Palatino font. For example, Section7, Setup the CPM Database, in the CPM Setup Guide contains information about CPM database setup. Directories, paths, and file names appear in Arial font. For example, on Solaris systems the lcc.jar file may be located in the /lcc/java directory. Screen text and example code appear in a Courier font. For example, a line in the configuration file appears as MerchantID=demo vi CyberSource Corporation

7 Contents CyberSource Contact Information... ii Financial Processors Help Desk Information... iii Security Warning... iv Copyright and Restricted Rights Legends... v Trademarks and Document Conventions... vi Chapter 1 Introduction...1 What is the CyberSource Payment Manager...1 CPM components... 2 CPM architecture...3 CPM Errors...4 CPM API errors...4 CPM Server errors... 4 Chapter 2 CPM Server Error Messages... 5 CPM error message severity... 5 CPM Server Errors...6 (NULL) MSG_DATABASE_SIZE_WARNING MSG_START_DBUTIL_FAILED_WARNING MSG_INVALID_MERCHANT_STORE_WARNING MSG_NO_SEND_WARNING MSG_NOT_CREATE_WARNING MSG_WRITING_WARNING MSG_READING_WARNING MSG_FIVE_ACK_WARNING MSG_FIVE_NACK_WARNING MSG_LOST_DATABASE_CONNECTION CHANNEL_MGR_RECEIVED_A_BAD_IP_ADDRESS NO_CONNECTION_DEVICE_DLLS_AVAILABLE FAILED_TO_UNLOAD_DLL...12 CPM API Reference Guide July 2001 vii

8 1014 MSG_PARTIAL_MESSAGE_RECEIVED MSG_TX_NOT_UNIFIED_WARNING MSG_ACK_NOT_UNIFIED_WARNING MSG_MERCHANT_COUNTER_NOT_FOUND_WARNING MSG_TX_NOT_SETTLED_NOT_IN_DB_WARNING MSG_TX_NOT_SETTLED_MULTIPLE_SEQ_NUMBER MSG_PAYMENTECH_NO_DATA MSG_BATCH_NOT_SETTLED_NO_LPC MSG_SERVER_SETTLEMENT_WARNING MSG_TX_REGISTRY_INITIALIZATION_FAILED MSG_COULD_NOT_INITIATE_SIGNOFF MSG_CURRENT_PAYMENT_PROCESSOR_HOST MSG_PARTIAL_MSG_AND_NAK_COUNT_EXCEEDED MSG_UNABLE_TO_OPEN_CWND_FOR_SCHEDULER MSG_STARTSERVICECTRLDISPATCHER_FAILED MSG_SETSERVICESTATUS_FAILED MSG_CREATE_EVENT_FAILED MSG_LOGIN_FAILED MSG_STORE_FAILED_SQL_STMT_FAILED MSG_INSERT_FAILED_SQL_STMT_FAILED MSG_UNABLE_TO_OPEN_COM_PORT MSG_BATCH_TX_ERROR MSG_SQL_EXECUTE_ERROR MSG_SIZE_PARAMETER_ERROR MSG_WINSOCK_ERROR MSG_CREATE_SOCKET_ERROR MSG_LOST_DATABASE_CONNECTION_ERROR MSG_CANT_INSERT_FAILED_SQLSTMT_FILE_ERROR MSG_INVALID_OR_EXPIRED_LICENSE_ERROR MSG_EXCEEDED_MERCHANT_LIMIT_ERROR MSG_OUT_OF_MEMORY MSG_SQL_ERROR MSG_DATABASE_CONNECT_FAILURE_ERROR MSG_UNKNOWN_MESSAGE_RECEIVED MSG_CANT_READ_BATCH_ERROR MSG_BATCH_HEADER_TRAILER_ERROR MSG_UNABLE_TO_CONNECT_TO_PROCESSOR MSG_BATCH_FAILED_DUE_TO_CONNECTION_CLOSE MSG_BATCH_PROCESSING_ERROR MSG_CHANNEL_DEVICE_CONFIG_ERROR MSG_CREATE_SOCKET_WND_ERROR MSG_SSL_INIT_ERROR MSG_SSL_NEG_ERROR MSG_TXBCONV_ERROR MSG_NBTXCONV_ERROR MSG_DATABASE_TABLES_NOT_EXIST_ERROR MSG_BATCH_DISK_FILE_OPEN_ERROR MSG_BATCH_DISK_FILE_WRITE_ERROR...30 viii CyberSource Corporation

9 &RQWHQWV 5037 MSG_BATCH_DISK_FILE_FTP_ERROR MSG_BATCH_DISK_FILE_CLOSE_ERROR MSG_BATCH_JOB_CARDS_FILE_OPEN_ERROR MSG_BATCH_JOB_CARDS_FILE_CLOSE_ERROR MSG_PIPELINE_COMPONENT_FAILED_TO_START MSG_FRAUD_CHANNEL_START_FAIL MSG_FRAUD_CONNECTION_FAIL MSG_FRAUD_CONNECTION_LOST MSG_FRAUD_DEVICE_FAIL MSG_DATABASE_TABLES_INCORRECT_VERSION_ERROR MSG_BATCH_SETTLEMENT_ERROR MSG_BATCH_SETTLMENT_TIMEOUT MSG_BATCH_SETTLMENT_UKNOWN_STATE MSG_SETTLE_RESPONSE_ERR MSG_FAILED_TO_SEND MSG_CLEAR_ERROR_TO_CONTINUE_SETTLEMENT MSG_BATCH_OUT_OF_BALANCE MSG_BATCH_REJECTED_BY_HOST MSG_VITAL_HTTP_SSL_COMMUNICATIONS_ERROR MSG_VITAL_MERCHANT_CONFIGURATION_ERROR MSG_NULL_POINTER_TO_BATCH_STRUCTURE MSG_BATCH_NUMBER_OUT_OF_SEQUENCE MSG_MERCHANT_SETTLEMENT_ERROR...41 Chapter 3 CPM API Error Messages...43 Negative numbered CPM API errors ERR_MISSING_CONNECTION_INFO ERR_MERCHANT_NOT_SPECIFIED ERR_CONFIG_BAD_ENTRY ERR_CONFIG_LOOKUP_FAILED ERR_CONFIG_OPEN_FAILED ERR_OPEN_DEBUG_FILE ERR_VALUE_TOO_LARGE ERR_VALUE_NOT_FOUND ERR_CONNECTION_INVALID ERR_INVALID_HANDLE ERR_NOT_INITIALIZED ERR_SSL_GENERAL ERR_SSL_LIB_INIT ERR_ENCRYPTION_FAILED ERR_SOCK_READ ERR_SOCK_WRITE ERR_SOCK_CONN_REFUSED ERR_SOCK_CONNECT ERR_SOCK_CREATE ERR_SOCK_LIB_INIT...57 CPM API Reference Guide July 2001 ix

10 Positive numbered CPM API errors Success ERR_NOT_ACCEPTING_TX ERR_INVALID_FIELD_25_NO_MAP ERR_TRANSACTION_TYPE ERR_INVALID_FIELD ERR_FIELD_TOO_LONG ERR_COULD_NOT_CONNECT_PROCESSOR ERR_TIME_OUT ERR_UNIDENTIFIABLE ERR_INVALID_FIELD_VALUE ERR_INVALID_DATA_TYPE ERR_INVALID_RECORD_SEQUENCE ERR_INVALID_MERCHANT_CONFIGURATION ERR_CC_MOP_MISMATCH ERR_INVALID_MOP_FOR_DIVISION ERR_INVALID_TRANSACTION_TYPE ERR_DUPLICATE_PURCHASE_IDENTIFIER ERR_UNKNOWN ERR_SEQUENCE_NUMBER_NOT_FOUND ERR_MULTIPLE_SEQUENCE_NUMBERS_FOUND ERR_VOID_FAILED_TX_SETTLED ERR_VOID_FAILED_TX_NOT_FOUND ERR_SEQUENCE_NUMBER_LOOKUP_TIMEOUT ERR_HTTP_SSL_COMMUNICATIONS_FAILURE ERR_SERVICE_NEED_TCB_PRIV ERR_INVALID_USERNAME_PASSWORD ERR_SESSION_INVALID ERR_SESSION_TIMEOUT ERR_SESSION_SOURCE_INVALID ERR_INVALID_MERCHANT_ID ERR_SESSION_ACCESS_DENIED ERR_CREATE_SESSION_FAILURE ERR_SESSION_AMOUNT_LIMIT_REACHED ERR_SESSION_RETURN_AMOUNT_LIMIT_REACHED ERR_LICENSE_KEY_VIOLATION ERR_DATABASE_LOG_FAILURE ERR_DUPLICATE_TRANSACTION_CHECK ERR_FRAUD_CHECK ERR_FRAUD_TIMEOUT ERR_VOID_TX_FAILURE ERR_NO_GATEWAY_AVAILABLE ERR_GATEWAY_NOT_ENABLED ERR_TX_NOT_VOIDABLE...72 x CyberSource Corporation

11 &RQWHQWV Chapter 4 Financial Processor Return Codes...73 Processor response codes to CPM approval codes...73 Processor and CPM response codes...75 Address verification (AVS) response codes Address verification (AVS)...76 Zip code verification...76 Zip code AVS verification CPM API Reference Guide July 2001 xi

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13 Chapter 1 Introduction This guide contains CyberSource Payment Manager Server (CPM) error messages, CPM API error messages and warnings, and financial processor return codes. Financial processor codes currently supported by CPM include First Data Merchant Services, National Data Corporation, Paymentech, and Vital. As new processors are added to our payment options, we ll include their return codes in future updates to this guide. The CPM Messages and Processor Codes is intended for IT engineers, software programmers, database administrators, and the CPM Server administrator. Use this guide in conjunction with the CPM API Reference Guide. CPM utilizes the CPM Error Log to display any errors or warnings that can occur during operation of the PaylinX Server. You can access that viewer with the CPM Administration Client. You can also view these errors and warnings with the Windows NT Event Viewer. Access this application from within the Administrative Tools for Windows NT. What is the CyberSource Payment Manager CyberSource Payment Manager Server (CPM) is the most complete and efficient clientserver credit card solution available. CPM provides high-speed payment processing of multiple simultaneous transactions. The CPM Server connects, as needed, to various credit card and other financial networks such as American Express, Midwest Payment Systems, First Data Merchant Services (FDMS), MasterCard, and VISA. An average transaction process takes no more than two to five seconds to complete. CPM is ODBC compliant so that integration with an existing database is readily accomplished. CPM integrates with Microsoft SQL Server, Oracle, and other well known ODBC-compliant databases. CPM comes with a full-featured reporting application, CPM Reports, for reporting and analysis of transaction information. With the CPM Server, you can choose from a rich set of CPM Client APIs including a Unix daemon for IVR systems, DLLs for Windows application integration, and a CGI interface for web servers. In addition to these clients, CPM offers an ActiveX Control, CPM Client APIs for UNIX, and the CPM Java API. These make CPM easy to fit into many business environments. CPM Messages and Processor Codes July

14 What is the CyberSource Payment Manager CPM components The CPM provides all traditional credit card processing operations including the management of authorizations, settlements, and reporting. CPM is comprised of the following components: CPM Server Runs as a Windows NT service and is the core of the system. The CPM Server provides high-speed payment processing with the ability to handle multiple transactions simultaneously. An average transaction process takes between two to five seconds to complete. Depending on your payment option and connection setup, the CPM Server can handle multiple serial ports to increase through-put. CPM Administration Client Is a management tool used to monitor, configure, and control CPM Servers. The CPM Administration Client runs on any computer that is running Windows 2000, NT 4, 98, or 95 and is connected to a CPM Server through the network. With remote administration capabilities, CPM Servers can be managed locally, from any computer on the LAN, or over the Internet. CPM Reports Provides full reporting capabilities of transaction information contained in the CPM database for a wide range of business needs. CPM Client Is a client application for the CPM Server. This optional component enables organizations to test communication connections and an integration to the CPM API. CPM Client APIs Provide programming resources to develop custom client applications to interact with the CPM Server. These APIs include ActiveX (vb), C AIX, C Solaris, C Win32, Java (api), and other libraries. 2 CyberSource Corporation

15 Chapter 1,QWURGXFWLRQ CPM architecture CPM is the fastest way to authorize and process credit transactions today. The CPM Server provides merchants with a universal electronic authorization for every transaction. The CPM Server transfers the card information from the merchant s client application to the card issuer (American Express, First Data Merchant Services, MasterCard, National Data Corporation, and Visa) and funds the merchant s account. CPM provides a card processor application that routes financial information to the acquiring bank over a normal phone line, which eliminates the need for leased lines. For the customer s convenience, CPM handles all major credit, debit, and purchasing cards. The illustration below shows the network architecture of CPM. CPM Messages and Processor Codes July

16 CPM Errors CPM Errors The CPM can use many interfaces to pass transaction data from one point of the CPM API integration to the CPM system to the financial processor. If errors occur, the errors can be reported in two places of the CPM: CPM API Errors CPM Server Errors CPM API errors CPM API errors are generated any time the CPM API encounters a malfunction when receiving transaction requests from the integrating point of purchase (card swipe, web site, call center) and submitting transaction requests to the CPM Server. CPM Server errors The CPM Server generates errors any time the CPM Server encounters a problem during operation. 4 CyberSource Corporation

17 Chapter 2 CPM Server Error Messages This section contains the error codes and corresponding error messages that can be issued by the CPM Server. We include a brief statement and suggest a solution for each error.. CPM error message severity Each CPM Server error message consists of an identifier, definition, and error description. The listing includes a brief problem statement and suggested solution. The severity of the problem that generated the CPM Server error message is categorized into two types: Table 1 CPM error message severity definition Severity Runtime Catastrophic Definition The CPM Server can continue to function and transmit data while the error is resolved. In a few instances, runtime errors are informational only and do not require immediate attention. Persistant runtime errors could indicate a chronic problem affecting CPM operation. If the error persists, correct the problem before the error becomes more serious. The CPM Server cannot function or transmit data until this error is resolved. Because each CPM installation is different, we cannot guarantee the solutions offered here will work in every situation. However, most solutions should provide insight for possible remedies. For more information, contact your financial processor or CyberSource Customer Support. CPM Messages and Processor Codes July

18 CPM Server Errors CPM Server Errors (NULL) Definition The CPM API submitted a transaction request to the CPM Server. The CPM Server creates a new row in the CC_TRANSACTION table to contain the transaction request s information of the CPM database. Certain fields in the new row are populated with (NULL). This (NULL) value is removed and the LCC_RETURN_CODE and LCC_RETURN_MESSAGE fields are written with the appropriate API return code for the transaction at processor response. The (NULL) message is written for authorization, authorization and capture, and reversal transactions. Type of error Message. This message is informational only and can only be viewed in the CC_TRANSACTION table of the CPM database. Problem If the CPM Server is disconnected from the database, new transaction requests in CC_TRANSACTION contain the (NULL) value until the database connection is reestablished and the responses for those transactions are received from the financial processor and the (NULL) value removed. None. Transactions in the CC_TRANSACTION database are not being updated and the (NULL) value removed. This may indicate an error is occurring during processor response. This could be a network error or other communication problem with the financial processor MSG_DATABASE_SIZE_WARNING Definition CPM Server database is nearing capacity. Problem The CPM Database Utility has detected that the database is larger than the size/date limit established in the CPM Administration Client. Either increase the database warning thresholds in the CPM Administration Client or reduce the number of transactions in the database by using the purge feature of CPM Database Utility. Note Generate a transaction activity report before purging the CPM database. 6 CyberSource Corporation

19 Chapter 2 &306HUYHU(UURU0HVVDJHV 1002 MSG_START_DBUTIL_FAILED_WARNING Definition Cannot find CPM Database Utility (dbutil.exe). Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server was unable to start the CPM Database Utility. The CPM Server attempts to start the CPM Database Utility every hour. Verify that both the CPM Database Utility (dbutil.exe) and the CPM Server (cpm.exe) are located in the same directory on the hard drive hosting CPM Server. If they are not, call CyberSource Customer Support for assistance MSG_INVALID_MERCHANT_STORE_WARNING Definition The CPM Server received an invalid merchant/store number combination. Problem A transaction was successfully sent and the CPM Server received a response, but the merchant no longer exists in the CPM Server merchant registry. Use the CPM Administration Client to ensure that the Merchant Number field on the CPM API client side and the CPM Server side are identical. If the fields are not identical, call your financial processor to determine your Merchant Number. If the Merchant Number is correct, call CyberSource Customer Support for assistance. CPM Messages and Processor Codes July

20 CPM Server Errors 1004 MSG_NO_SEND_WARNING Definition The connection between the CPM API client and the CPM Server was severed. The transaction may have been processed by the CPM Server but not returned to the CPM API client. Problem The CPM Server processed the last transaction, but the CPM API client computer was not notified. This problem can be caused by a failed network connection, a delay in network communication, or because the CPM API client was terminated before receiving a response from the CPM Server. Check the network connection between the CPM API client and the CPM Server by using the netstat -a command to verify port usage. Another application may have reserved the port. Restart the Windows NT server and contact CyberSource Customer Support to report any problems. Note The condition causing error message ID 1004 can allow a transaction to be charged twice to the same credit card. To determine if the transaction was added to the database before the error occurred, run CPM transaction report. If the transaction has been added to the database, do not resubmit it MSG_NOT_CREATE_WARNING Definition CPM is unable to establish a connection to the CPM API client. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM Server cannot communicate with the CPM API client because the CPM Server cannot open a TCP/IP port. Check network connections at both the CPM Server and CPM API client terminals by using the netstat -a command to verify port usage. Another application may have reserved the port. If another application is using the port, resolve the conflict and try to reconnect. Restart the CPM Server and contact CyberSource Customer Support to report any problems. 8 CyberSource Corporation

21 Chapter 2 &306HUYHU(UURU0HVVDJHV 1006 MSG_WRITING_WARNING Definition The CPM Server could not write to the TCP/IP socket. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server cannot write data to the TCP/IP port used to communicate with the CPM API client. Check the network connection between the CPM API client and the CPM Server by using the netstat -a command to verify port usage. Another application may have reserved the port. If another application is using the port, resolve the conflict and try to reconnect. Restart the CPM Server and contact CyberSource Customer Support to report any problems MSG_READING_WARNING Definition The CPM Server could not read from the TCP/IP socket. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server cannot read data from the TCP/IP listening port used to capture transaction requests from the CPM API client. Check the network connection between the CPM API client and the CPM Server by using the netstat -a command to verify port usage. Another application may have reserved the port. If another application is using the port, resolve the conflict and try to reconnect. Restart the CPM Server and contact CyberSource Customer Support to report any problems. CPM Messages and Processor Codes July

22 CPM Server Errors 1008 MSG_FIVE_ACK_WARNING Definition The CPM Server received five acknowledgements when trying to communicate with the financial processor.. If the error persists, the error is catastrophic and the CPM cannot operate until this problem is solved. Problem The CPM Server received five or more acknowledgements (ACKs) when communicating with the financial processor. Line noise, improperly configured or malfunctioning communications hardware, or improperly connected cabling can cause this error. Verify the following: The communications hardware is properly configured. The communications lines for the type of network are reliable. Correct any network configuration problems in the CPM Server and on the Windows NT server hosting the CPM Server. If the errors continue, contact CyberSource Customer Support and your financial processor MSG_FIVE_NACK_WARNING Definition The CPM Server received five negative acknowledgements when trying to communicate with the financial processor.. If the error persists, the error is catastrophic and the CPM cannot operate until this problem is solved. Problem The CPM Server received five or more negative acknowledgements (NAKs) when communicating with the financial processor. Line noise, improperly configured or malfunctioning communications hardware, or improperly connected cabling can cause this error. Verify the following: The communications hardware is properly configured. The communication lines for the type of network are reliable. Correct any network configuration problems in the CPM Server and on the Windows NT server hosting the CPM Server. If the errors continue, contact CyberSource Customer Support and your financial processor. 10 CyberSource Corporation

23 Chapter 2 &306HUYHU(UURU0HVVDJHV 1010 MSG_LOST_DATABASE_CONNECTION Definition CPM lost its connection to the database. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM lost its connection to the database. Check the connection to the database using the CPM Database Utility. If the connection is successful, restart the CPM Server. If CPM Database Utility cannot connect to the database and the CPM cannot reconnect to the database after restart, check the connection to the database using the Windows NT ODBC Manager. If the connection cannot be established in the Windows NT ODBC Manager, verify that the network is operating properly. If the network is operating properly, verify your database server is operation properly CHANNEL_MGR_RECEIVED_A_BAD_IP_ADDRESS Definition The CPM Server channel manager received a bad IP address. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server cannot connect to your processor over a network TCP/IP connection. This problem could occur for the following reasons: Either your network or the financial processor s network is down. The TCP/IP address you used to configure the CPM Server is not valid. Restart the CPM Server. Obtain the correct TCP/IP address and port number from your financial processor and enter this information into the CPM Server in the CPM Administration Client if necessary. CPM Messages and Processor Codes July

24 CPM Server Errors 1012 NO_CONNECTION_DEVICE_DLLS_AVAILABLE Definition No connection device DLLs available or connection device DLLs failed to load. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server failed to load a communication library. Check the CPM Error Log. If many of these messages were written during a short period of time, check your database to see if transactions were being submitted to the financial processor at the same time. If not, contact CyberSource Customer Support FAILED_TO_UNLOAD_DLL Definition The CPM Server failed to unload DLL (#). Problem When the CPM Server was shut down, it could not unload a communication DLL. If the errors continue, contact CyberSource Customer Support MSG_PARTIAL_MESSAGE_RECEIVED Definition A partial message was received from your financial processor. Problem CPM received an incomplete response from the financial processor for a transaction in the waiting queue. Resend the transaction. If the errors continue, contact CyberSource Customer Support and your financial processor MSG_TX_NOT_UNIFIED_WARNING Definition The CPM Server received a transaction response that couldn t be connected to a particular transaction request. Problem The CPM Server received a response from the financial processor that failed to correspond to any transactions in the waiting queue. If the errors continue, contact CyberSource Customer Support. 12 CyberSource Corporation

25 Chapter 2 &306HUYHU(UURU0HVVDJHV 1016 MSG_ACK_NOT_UNIFIED_WARNING Definition An unknown transaction was acknowledged. Problem The financial processor returned an acknowledgement that failed to correspond to any transactions in the waiting queue. If the errors continue, contact CyberSource Customer Support MSG_MERCHANT_COUNTER_NOT_FOUND_WARNING Definition Transaction returned that could not be unified with a merchant counter. Problem The CPM Server received a response from the financial processor that failed to correspond to a merchant on the CPM Server. Check the merchant information in the CPM Error Log against the merchant information configured on the CPM Server. Contact CyberSource Customer Support if you find any problems MSG_TX_NOT_SETTLED_NOT_IN_DB_WARNING Definition Transaction not settled because it couldn t be found in the database. Problem The CPM Server could not settle a captured transaction in the queue because the database record corresponding to that sequence number was not found. Make sure the CPM Server is running. Verify that a transaction with that sequence number actually exists using the lookup function through the CPM API or a database SQL query. Contact CyberSource Customer Support if you find any problems. CPM Messages and Processor Codes July

26 CPM Server Errors 1019 MSG_TX_NOT_SETTLED_MULTIPLE_SEQ_NUMBER Definition A transaction didn t settle because multiple transactions with the same sequence number were found. Problem The CPM Server could not settle a captured transaction in the queue because multiple database records corresponding to that same sequence number exist in the database. Check the database for transactions sharing the same sequence number. If you have multiple CPM Servers accessing the same database, make sure that each server has a unique Server ID. Contact CyberSource Customer Support if you find multiple transactions in the CPM Server database or have other problems MSG_PAYMENTECH_NO_DATA Definition Paymentech sent a No Data response. Batch Number: %1 Problem Paymentech did not receive a settlement batch for processing. A network error or other interruption may have caused Paymentech to be receive the settlement batch in part or not at all. The CPM Server will resend the settlement batch at the next settlement event. If problems persist, verify that the network is operating properly. If you have multiple CPM Servers accessing the same database, make sure that each server has a unique Server ID. Contact Paymentech and CyberSource Customer Support if you have problems. 14 CyberSource Corporation

27 Chapter 2 &306HUYHU(UURU0HVVDJHV 1021 MSG_BATCH_NOT_SETTLED_NO_LPC Definition A settlement batch was not settled for the merchant because no Gateway was found or enabled. Problem The CPM Server could not settle a settlement batch because it either could not find the correct Gateway or the Gateway was not enabled on the CPM Server. Open the CPM Administration Client and ensure that the Gateway exists or make sure it s enabled. If the Gateway was enabled when authorizations and captures were performed, but the Gateway is now disabled or does not exist, this will generate orphaned transactions. Contact CyberSource Customer Support MSG_SERVER_SETTLEMENT_WARNING Definition Settlement could not proceed for a CPM Server. Problem The CPM Server was unable to initiate or complete a settlement event. The CPM Server was unable to process a settlement batch. The CPM Server will try to process the settlement batch at the next settlement event. If errors persist, verify the following: The hard disk is not out of space. The network is operating properly. If the merchant and network connection information are set up properly, contact your financial processor and verify you have the correct merchant and network connection information. CPM Messages and Processor Codes July

28 CPM Server Errors 2000 MSG_TX_REGISTRY_INITIALIZATION_FAILED Definition CPM was unable to read from the Windows NT registry at startup. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server was unable to read from the Windows NT registry. Restart Windows NT. Uninstall, then reinstall CPM. If the errors continue, there may be a fault with the installation instance of Windows NT. Either verify the reliability of the Windows installation and the hard disk on which Windows NT is running or install CPM on another Windows NT server MSG_NO_LPCS_ENABLED Definition No Gateways are enabled. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem This error occurs when a transaction is attempted by a merchant without an enabled Gateway. Verify that the appropriate Gateway is enabled and properly configured in the Gateway Instances tab in the CPM Administration Client. If the Gateway is enabled and configured, restart the CPM Server. If the Gateway name does not appear in the Gateway Instances tab in the Administration Client, your CPM license key may be missing or incorrectly configured. Re-enter the license key and restart the CPM Server. The Gateway you purchased with CPM should appear in the Gateway Instances tab in the CPM Administration Client. Contact CyberSource Customer Support for a new license key with the correct options for your CPM Server. If the errors continue, there may be a problem with the installation instance of Windows NT. Either verify the reliability of the Windows installation and hard disk on which Windows NT is running or use another Windows NT server. 16 CyberSource Corporation

29 Chapter 2 &306HUYHU(UURU0HVVDJHV 2002 MSG_COULD_NOT_INITIATE_SIGNON Definition No sign on response from processor. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem When the Gateway was attempting to connect to the financial processor, no signon response was received from the financial processor and a connection was not established. Verify that merchant and network connection information is set up correctly in the CPM Administration Client. If the merchant and network connection information are set up properly, contact your financial processor and verify you have the correct merchant and network connection information. Verify that the Windows NT server network configuration and your network infrastructure are operating properly MSG_COULD_NOT_INITIATE_SIGNOFF Definition No sign off response from processor. Problem When the Gateway was disconnecting from the financial processor, no response was received from the financial processor and the connection could not be closed. Verify that merchant and network connection information is set up correctly in the CPM Administration Client. If the merchant and network connection information are set up properly, contact your financial processor and verify you have the correct merchant and network connection information. Verify that the Windows NT server network configuration and your network infrastructure are operating properly. CPM Messages and Processor Codes July

30 CPM Server Errors 2004 MSG_CURRENT_PAYMENT_PROCESSOR_HOST Definition The connection to financial processor switched to back-up connection. Problem For Gateways that offer a back up connection to the financial processor, this error is generated when ever the Gateway must switch to the alternate connection. This message is informational only and does not require any action. If the errors continue and the CPM Server switches network connection frequently, verify the proper operation of your network infrastructure and the connection to the financial processor. You may want to consult with your network provider and your financial processor to clear any network problems. For further assistance, contact CyberSource Customer Support MSG_PARTIAL_MSG_AND_NAK_COUNT_EXCEEDED Definition A message less than the required size has been received and the NAK (negative acknowledgement) count is exceeded. Problem Two errors are occurring. At settlement batch response, the CPM Server received a message and a negative acknowledgement. If the CPM receives this error three or more times in a settlement response, the error is written to the CPM Error Log. A corresponding settlement batch error is also written to the event viewer indicating the settlement batch state. CPM continues to try and settle the settlement batch every five minutes after the error is recorded. If the error persists for more than 24 hours, verify that the network is operating properly. Consult with your network provider and your financial processor to clear any network problems. If the same error is written to the CPM Error Log for more than 48 hours, contact CyberSource Customer Support MSG_UNABLE_TO_OPEN_CWND_FOR_SCHEDULER Definition Unable to open the Windows NT scheduler. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM cannot allocate the necessary resources needed to run. Restart the CPM Server. If you receive the same message at restart, reinstall CPM. 18 CyberSource Corporation

31 Chapter 2 &306HUYHU(UURU0HVVDJHV 5002 MSG_STARTSERVICECTRLDISPATCHER_FAILED Definition The Start Server Control Dispatcher failed to initialize. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM could not initialize the CPM Service Control Manager. Restart the CPM Server. If you receive the same message at restart, reinstall CPM MSG_SETSERVICESTATUS_FAILED Definition The Set Service Status failed to initialize. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server and CPM Service Control Manager cannot communicate with each other. Restart the CPM Server. If you receive the same message at startup, reinstall CPM MSG_CREATE_EVENT_FAILED Definition The Create Event failed to initialize. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The CPM Server service cannot run because it cannot allocate an event through the operating system. Restart the CPM Server. If you receive the same message at startup, reinstall CPM. CPM Messages and Processor Codes July

32 CPM Server Errors 5005 MSG_LOGIN_FAILED Definition Unable to login to the database. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM is unable to login to the database through the specified ODBC datasource. There can be several causes for this problem. Check your login configuration in the CPM Administration Client s Server Properties. Verify that the ODBC data source points to the correct database and that the database contains current CPM tables using database tables. Verify proper network operation. Check the state of the database through a separate SQL database client application. When you have determined the cause of the problem, restart the CPM Server MSG_STORE_FAILED_SQL_STMT_FAILED Definition Unable to store failed SQL statements. Problem CPM was unable to store a transaction in the save queue during a runtime database connection drop. None required. If CPM detects a dropped database connection, it will queue transactions in the Windows NT registry while at the same time attempting to restore the database connection. Resolution to this problem depends on the message entered into the CPM Error Log. If the errors continue, verify that the database connection is set up properly between the CPM and the CPM database. 20 CyberSource Corporation

33 Chapter 2 &306HUYHU(UURU0HVVDJHV 5007 MSG_INSERT_FAILED_SQL_STMT_FAILED Definition Unable to restore failed SQL statements. Problem CPM was unable to update the database with queued transactions stored in the Windows NT registry after the database connection was lost. When CPM restores the database connection, it will attempt to flush the transaction queue held in the Windows NT registry. The error may indicate either an embedded syntax error in one of the transaction statements being flushed from the Windows NT registry or an environmental issue preventing proper Windows NT registry or ODBC management. Resolution of this problem depends on the message entered in the CPM Error Log associated with this error. If the errors continue, contact CyberSource Customer Support MSG_UNABLE_TO_OPEN_COM_PORT Definition Unable to open a port for serial communications. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM was unable to reserve the specified COM port for its use. Verify the COM port is not reserved by another application. Restart the CPM Server MSG_BATCH_TX_ERROR Definition CPM was unable to send a settlement batch to the financial processor because the settlement batch resource limit was reached. This can occur when the financial processor is experiencing a peak in transaction volume. It may not be possible to successfully settle any settlement batches during this period. Problem The settlement batch was not sent completely or returned completely in echo. Call your financial processor for instructions on recovering a failed settlement batch. Use the Settle Lost Batches function in the CPM Administration Client. Consider changing your settlement times to avoid peak periods. CPM Messages and Processor Codes July

34 CPM Server Errors 5010 MSG_SQL_EXECUTE_ERROR Definition Database SQL execute error. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM attempted to write a transaction to the database but failed due to a SQL error. Check the CPM Error Log and write down the error message exactly as it appears. Contact CyberSource Customer Support MSG_SIZE_PARAMETER_ERROR Definition Cannot read the database size parameter. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM cannot read a database size parameter. Without this parameter, CPM cannot read any information stored in the database. Because each database is different, there is no set solution. Contact CyberSource Customer Support MSG_WINSOCK_ERROR Definition Failure to start the WinSock subsystem. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM was unable to initialize the Windows Sockets layer of the operating system. This occurs when the TCP/IP protocol stack on the Windows NT server hosting the CPM Server is configured incorrectly, corrupt, or missing. Restart the CPM Server. Restart the Windows NT server. Contact your network administrator to diagnose the problem TCP/IP configuration in Windows NT. 22 CyberSource Corporation

35 Chapter 2 &306HUYHU(UURU0HVVDJHV 5013 MSG_CREATE_SOCKET_ERROR Definition Failure to create server socket. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem During initialization, the CPM Server was unable to create the socket for client use. Check the proper installation of WinSock components. If they are correct, restart the CPM Server MSG_LOST_DATABASE_CONNECTION_ERROR Definition CPM lost connection to the database. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The ODBC datasource reported an error that corresponds to a dropped connection. Wait several minutes, then try to reconnect to the database. Verify that the network is operating properly. Verify that the computer hosting the database is operating properly. Verify that the database server is operating properly. CPM Messages and Processor Codes July

36 CPM Server Errors 5016 MSG_CANT_INSERT_FAILED_SQLSTMT_FILE_ERROR Definition The database could not store a failed SQL statement or statements. Problem As the CPM Server began the process of restoring failed SQL statements to the database, an error occurred. One potential cause for this error is a full database. When the CPM Server loses the connection to the database, it caches the data in transit between the database and the server. As the database began the process of restoring the SQL statements, an error occurred. 1 Look at the error code generated in the Windows NT Event Log and the CPM Error Log. Write down the specific error message (not just the code 5016). 2 Refer to your database server documentation to determine how to correct the error. 3 After correcting the error, restart the CPM Server. If the errors continue, contact CyberSource Customer Support MSG_INVALID_OR_EXPIRED_LICENSE_ERROR Definition The CPM license key is invalid or expired. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem The license key for this Gateway has expired. The CPM Server won t process any new transactions without a valid license key. Contact your CPM sales representative to acquire a new key MSG_EXCEEDED_MERCHANT_LIMIT_ERROR Definition CPM licensed merchant limit is exceeded. Only the first merchants will be activated. Problem More merchants were configured than are supported in the current CPM license key. Contact your CPM sales representative to purchase a CPM license key that allows additional merchants to be set up on the CPM Server. 24 CyberSource Corporation

37 Chapter 2 &306HUYHU(UURU0HVVDJHV 5019 MSG_OUT_OF_MEMORY Definition The CPM Server is out of memory. Problem CPM Server could not initialize because there are not enough system resources. Ensure that your system meets the CPM minimum operating requirements. Use the Windows Task Manager and Performance Monitor to track system usage and remove any running programs that are taking up CPU resources MSG_SQL_ERROR Definition Error executing a SQL statement. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem A SQL-specific error has occurred. Use the Windows NT ODBC Manager to check the database connection. If no obvious errors are found, contact CyberSource Customer Support MSG_DATABASE_CONNECT_FAILURE_ERROR Definition Error connecting to the database. Type of error Catastrophic. CPM cannot operate until this problem is solved. Problem CPM is unable to connect to the database through the specified ODBC datasource. Examine the additional text in the Windows NT Event Log for information about the specific failure. CPM Messages and Processor Codes July

38 CPM Server Errors 5022 MSG_UNKNOWN_MESSAGE_RECEIVED Definition Unknown message received in the queue. Problem The CPM Server encountered an unexpected message in the queue. If the errors continue, contact CyberSource Customer Support MSG_CANT_READ_BATCH_ERROR Definition Unable to read settlement batch. Problem A settlement batch export file was not received back from the processor within the time out limit, or an error occurred while receiving and interpreting the export file. Contact your financial processor and ask them to re-queue the export file. Use the Settle Lost Batch function in the CPM Administration Client to resume the settlement process MSG_BATCH_HEADER_TRAILER_ERROR Definition A settlement batch failed to settle due to incorrect parameter information. Problem The financial processor interpreted a settlement batch s header or trailer record as improperly formatted or invalid. Check the merchant configuration settings in the CPM Administration Client. If the settings are correct, the problem may be caused by peak usage at the financial processor. Use the Settle Lost Batches function in the CPM Administration Client at a later time. 26 CyberSource Corporation