What causes this error?
This error will appear when the Universal Transaction Gateway (UTG) is in Offline Mode and a request is attempting to process that requires an active internet connection to be performed.
Generally speaking, only authorization and settlement requests can be performed during Offline Mode.
How do I resolve this error?
Additional troubleshooting should be done to determine why the property is in offline mode. If it is because you do not have an internet connection, you must contact your internal IT Department or ISP. The UTG Offline Mode will cease if communications are available to the UTG again and thus the error will cease. See, UTG Interface Communication Troubleshooting Guide.
If the property recently made changes to their network setup, you may wish to ensure no IP's are being blocked for Shift4 Services. See, Shift4 Payments IP Addresses and DNS Names.
Debit transactions cannot be performed during offline mode. The same error will occur with slightly different wording: 9775 Debit Not Supported in Offline Mode.
9775 Debit Not Supported in Offline Mode
The customer is capable of allowing Void requests if they choose to do so. For more information about Offline Mode, see the UTG Quick Installation Guide and reference the section Configuring UTG > Configuring Offline Mode.
More troubleshooting will need to be done to determine why the property is in offline mode. If it is because you do not have an internet connection, you need to contact your internal IT Department or ISP. UTG Offline Mode will cease if communications are available to UTG again and thus this error will also cease.