I am using PcCharge for a while and things work fine with sale transactions, but when we get a return and we need to return money back to the card, 7 out of 10 times it would go through but the rest would not and we would have over/excess in the reports at closing. Spoke to Pccharge and they blame the software.
Any help here would be greatly appreciated.
Ram,
Make sure you have the latest versions of both RMS (1.2.0189) and PCCharge (5.7.1).
When exactly does this happen, and who did you speak to at PCC? Did they set up any logs for you or otherwise? The only way PCC Support can confirm anything is through the logfiles...
When you start PCC, go into Setup > Hardware Setup > Modems (Payment Server) or Setup > Modem in Pro. If in Simple Modem Setup Switch to Manual Modem Setup. Click Advanced button and put a checkmark in "Create Log File", remove the ones in "Backup", and "Encrypt". Click "OK". If you are using IP, select "Use simple Modem Setup" then click "OK". That will start a logfile between PCC and the processor.
To setup an IO Debug logfile, right click on the shortcut for PCC - the one always used to start PCC and select "Properties", then, look for the target line:
Example:
"C:\Program Files\PCCW\PCCW.exe" -or- "... \Active-Charge\Active-Charge.exe"
Place a switch at the very end AFTER the quote: /IOL
"C:\Program Files\PCCW\PCCW.exe" /IOL
Shut down PCC, and restart using the shortcut with the switch in it. If it has been successfully added, you should see on the Title Bar "PCCharge XXX: - IOLog enabled"
It is also possible to get this log when PCCharge is running by opening the User Interface, and hitting "Shift - F11".
If you are getting duplicates? "Shift - F12" for a Dup Log to be enabled...
That will start the IO Debug Log in PCCharge which will log any information coming into or leaving either folder for troubleshooting purposes.
NOTE: Logfile and IODebug files WILL contain unencrypted card numbers and sensitive cardholder information. Use this only for troubleshooting purposes, and when the logfiles have been received by either PCC Support, or MS RMS Support, both of these switches should be removed, and the files deleted.
These log files may also add a few seconds to the transaction time. Also, once the files begin to get full of information, that time could increase. Allow logging until the error has been duplicated, then contact both PCC and RMS immediately. The good news is that these files will be extremely helpful to both parties for diagnosing the problem...
"A PCC Pro"
I had a case open at PC Charge and I opened the log files and when I called back PCC the tech blamed micrososft and said that the log files were of no use and that i should take it up with MS. I would appreciate any input.
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