Note: Currently this error only pertains to Global Canada Customers using EMV debit PIN pads
- Have the customer obtain the serial number of the device(s) receiving this error.
- Contact Global Canada and have them confirm the error message and compare the device serial number(s) that they have on file to the one obtained by the customer.
- If Global Canada needs to update the device serial number, have the customer try a transaction after the update.
If Global has the correct device serial number and the error persists, have them refresh the device serial number from their end. Once complete, try performing a Key Exchange to initialize the device by performing the following:
- Stop the UTG Service if currently running.
- Start the UTG Stand-Alone.
- Right-click anywhere in the Stand Alone colored boxes and select Device Maintenance.
- Click Key Exchange.
- Once complete, close the UTG Stand Alone and start the UTG Service (There will be no Success Message).
- Run 3-4 test transactions to give the device a chance to initialize.
Historically, we have seen some cases where the error persists after the Key Exchange. In these cases, we also needed to perform a Download to the affected device(s) prior to the Key Exchange. To do this:
- Stop the UTG Service if currently running.
- Start the UTG Stand-Alone.
- Right-click anywhere in the Stand Alone colored boxes and select Device Maintenance.
- Click Download. Wait for the download to complete.
- Repeat the steps above to perform the Key Exchange again. Once this is complete test a transaction.