(IP Address) <> (IP Address) Address Doesn't Match - Disconnect
You will receive the error if the IP address configured on the Universal Transaction Gateway (UTG) Tune-Up no longer matches what is expected at the Shift4 data center.
This can indicate the IP address of the machine the UTG is installed on has changed, or that another available IP address (possibly from a second network interface card, or "NIC") has been selected in the UTG configuration.
The IP address on the left side of the error is the IP address the data center was expecting from the UTG, whereas the IP address on the right side is the IP address that the UTG is sending across to the data center.
1) Preferred Method:
The merchant's IT resources will need to change the IP Address on the PC back to what it was previously. ( The previous IP Address is the one on the left in the error message. I.E. (IP Address) <> (IP Address) )
It is important that the properties IT personnel ensure that the IP Address is set to "static" to the previous IP. See, How to set a Windows computer to a static IP address.
Once done, stop the UTG, open the UTG Tune-up and in the Express tab match the IP address, then restart the UTG service or stand alone.
As slot reset should not be needed using this method and the UTG should simply connect and work. IF failing after the restart request you will need to request a slot reset from Shift4 Advanced Support Department.
While this option will clear the error, it will not guarantee that the merchant will be able to process transactions through their interface unless the Point of Sale (POS) or Property Management System (PMS) has been updated to point to the newly assigned IP address as well.
- If the merchant does not know how to update this information, the POS/PMS will need to be conferenced in for assistance.
You will need to assign the new IP in the UTG Tune-up express tab, and to the interface thread in the API Interfaces Tab. Once done request a slot reset from Shift4 Advanced Support Department. After the slot has been reset, restart the UTG.