What is causing this Error?

The currently assigned GUID (Global Unique ID) does not match the currently registered GUID on the Shift4 datacenter. This is typically due to one of the following:

• Hardware changes have occurred on the PC. 
  • (IE: The Motherboard\Network Card was swapped out, or the Hard Drive was cloned.)
• Two or more UTG's are fighting for the same 'slot' assignment for the Shift4 datacenter.

See, Use and/or Reset Slots for more information on how slots work.

How do I resolve this Error?

You will need to determine the following:

• Did changes occur to the PC hardware the UTG is installed on? 
  • If yes, a simple slot reset can be performed to register the newly assigned GUID.

• Do they have another PC on the network that has a UTG installed on it?
  • If yes, it's possible both PCs are assigned the same slot assignment and are fighting one another for connection. You will need to determine if the second UTG server is needed.
    • If the second server isn't needed, the UTG software should be uninstalled from the unused PC. 
    • If they do have use for two UTG's you will need to assign an unused slot number for the second UTG and reset both slots. 

• Resetting a Slot [End-to-End]
• Resetting a Slot [Gateway]
• For an Auto-Boarded Account

Resetting a Slot [End-to-End]

1. Hover over settings in LTM.
2. Select Pipe Maintenance.
   
3. Enter the UTG Serial Number (SN) in the Search Field and select Filter.
4. Select the Slot from the list that is needing to be reset.
   
5. Enable the "Allow Activation" checkbox, as shown below.
   1. If the IP has changed, it can be updated as well in the address field prior to submitting changes.
6. Select Reset to reset the slot. The change should go through within 10-30 seconds after submission.
7. Restart the UTG after the slot has been created.

Resetting a Slot [Gateway]

To request a slot reset is quite simple. You will be given access to a system called My Portal which can be accessed through www.shift4.com > Client Center > My Portal.

You will need to use your Windows Log-in Name and Password to access the slot reset systems. 

• Shift4/[WINDOWS USERNAME]
• [WINDOWS PASSWORD]

Once logged in, you will have a section titled support. Under this option is the option to reset slots based on the environment.

• Serial/Slot Activation – Production (LIVE)
• Serial/Slot Activation – Certify (TEST)

Make the selection for the type of environment you are resetting the access for.

Enter the serial number for the account that host the UTG and the Slot # you would like to have reset. You would then select an EOD from the list to send the reset notice to.

After clicking Submit, the page will provide a text box with the requested details at the top, this should be copied and pasted into the case for record keeping.

Once this is done, the slot is reset automatically and you are ready to try connecting.

For an Auto-Boarded Account

The slot can be reset in Titan on any account that has been auto-boarded. To do this:

1. Open Titan and search for the merchant account.

2. Navigate to Equipment and select View next to the appropriate terminal.
   
   

3. Press Reset Slot, and you will receive a dialog box asking you to confirm.
   
   
4. Select Yes and OK to complete the slot reset.