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Resolve "Pipe Not Found" Error on Universal Transaction Gateway

Catherine Harper
  • Updated
  1. Shift4 Payments
  2. Self Help Product Categories
  3. Universal Transaction Gateway (UTG)
  4. Error Library [Internal Only]

Error:

Pipe Not Found ENGINEXXXX

Meaning: 

Pipe not found will indicate that the slot that is attempting to be activated does not exist on the gateway or may have already been activated by another instance of UTG.

Example: 

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Resolution:

  1. Confirm if the slot is created in LTM Pipe Maintenance
    • If the slot does not exist it can be replaced by a slot that is not in use or created in pipe maintenance if needed.

Instructions for Performing a Slot Reset (Backup Solution after Pipe Maintenance Step Above) 

*Disclaimer AS POS / PMS or above can now perform slot resets (with some Auditing agents permitted to do this, too). 

  • Log into HTTPS://myportal.shift4.com .
  • Under the “Support” Section of the main page, select “Serial/Slot Activation – Production”
  • Fill out the form seen in the screenshot below

** Note: Make sure to always select Amanda Ellis as the EOD

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  • Check the Pipes folder in outlook located in Support > Security Alerts > Pipes for the completed Slot Reset Email. Once this email has come in, the slot has been reset successfully. Make sure that you “Tag and Flag” the email accordingly and paste in the case.

 

**Note – If the requestor does not want the slot to reset immediately, but rather at a later date/time, you will need to fill out the Slot Reset Form. Slot resets completed via use of this form are reset four times a day with 2 to 4 hours in between (7am, 10am, 2pm, 5pm). Any slot requests you submit for a later date/time will happen during the next scheduled slot reset for that day (Do NOT inform customers of these scheduled times). Definitions of the fields are noted below.

Slot Reset Form
Open the Slot Reactivation Request Form located in Customer Service Department > Policies and Procedures > Forms > Slots. Fill out the form as follows and submit the form:

Support Information

  • Customer Name – The name of the parent property the serial number is listed under.
  • Date/Time – The current date and time.
  • Case Number – The case number the reset is being logged under for the current call.
  • Requested By – The name of the Shift4 representative filling out the request.

Slot Information

  • Serial Number – The account number associated with the UTG that needs to be reset.
  • Slot Number – The slot number as configured in the UTG TuneUp.
  • Current IP Address – The previous IP address configured for the UTG computer.
  • For this reactivation; will the same IP or a new one be used? – Select either Same or New depending if the IP is changing or not.
    • Same – No further action needed.
    • New – Enter in the IP address the UTG computer will be configured for.
  • Purpose of Slot Reactivation – Enter in the reason behind the slot reset and what the customer is trying to accomplish. Examples would be a hard drive failure, hardware refresh and IP address changing with network.
  • Re-configuration or Re-installation? – Select the appropriate action being performed in regard to the UTG. This determines the next available fields to be filled out.

Recommendation Information – Re-configuration

  • Have the "Express>Identity", "API Interfaces" and "Options" in the UTG been updated? – Answer Yes or No depending on the status of the UTG configuration at the time of this form being filled out.
  • Is the customer currently able to process transactions? – Answer Yes or No depending on the customer’s current ability to process transactions.
  • When is the anticipated date/time the configuration of the UTG needs to be completed by? – This is the date and time the requestor expects the UTG will be installed or reconfigured and ready to connect to the Shift4 datacenter. **This should not be for the round that you think it should be reset in*

Recommendation Information – Re-installation

  • Have the "Express>Identity", "API Interfaces" and "Options" in the UTG been updated? – Answer Yes or No depending on the status of the UTG configuration at the time of this form being filled out.
  • Is the customer currently able to process transactions? – Answer Yes or No depending on the customer’s current ability to process transactions.
  • When is the anticipated date/time the configuration of the UTG needs to be completed by? – This is the date and time the requestor expects the UTG will be installed or reconfigured and ready to connect to the Shift4 datacenter.
  • Who has been requested to performing the re-installation? – Select Shift4, Customer, or Third Party Representative depending who is performing the re-install.
    • If Shift4 is expected to do the install, then review the UTG Software Installation Service Handling document located at Customer Service Department > Policies & Procedures > UTG Related for further guidance on how to handle a reinstallation.
    • Do they meet the criteria of the Re-installation Qualification Step Procedure?  – Select Yes or No.
      • If No, the slot reset form is not to be filled out. 
      • If Yes, continue.
    • How? – Select Pre-approved Customer, High Volume Customer or Pre-approved Partner.
    • Case Number – Enter the case number in which the requestor is listed as being qualified to perform installs.
    • Contact Name – Enter the name of the requestor for the slot reset request.
    • Company Name – Enter the name of the company that the
    • Shift4 – This selection is typically used by Installations or any other Shift4 party for planned or scheduled installation of the UTG.
    • Customer or Third Party Representative – Fill out the below.
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