Use the following troubleshooting tips to resolve problems that may occur during your Mobile Pay implementation.
Connected Payments and EDC
When using the Sanity Check tool, the "Enterprise Company not found" error appears.
This error appears when Mobile Pay cannot communicate to the service at the site. This is because the Aloha Online Ordering (AOO) GUID is not assigned to the CMC Enterprise ID. Create a support request to Support@AlohaEnterprise.com and ask for the AOO GUID to be assigned to your CMC Environment (for example, abc01). The change takes effect the following day at 7:00 a.m. CST.
When selecting "Checkout" on the www.ncrpay.com website, the website errors out before any interaction can occur (tips, selecting NCR Secure Payment).
The company in the NCR payment gateway does not have the public key assigned or the public key does not match what is assigned in the company code in Mobile Pay. Send the public key to the NCR payment gateway support team along with a request to assign the public key to your NPG Company. The change takes effect the following business day.
NPG iFrame does not appear after selecting "NCR Secure Payment."
This issue occurs when the private key is not assigned to the Mobile Pay server. Create an AppOpps request to either copy the private key assigned to AOO to the Mobile Pay server or have them assign the private key that was generated when the Mobile Pay team created the public key for the company code. eCommerce tab in Data Manager.
Public key matches NPG public key, but the iFrame does not appear.
Verify the name of the private key file on the Mobile Pay server is named with the Mobile Pay Dashboard company code (IE: HAT123_).
Vantiv processor is declining transactions with a $0.00 pre-auth.
Verify the "Retrievedwithtransaction" role is enabled.
Everything is configured properly on the Mobile Pay side for the iFrame, but it appears (private/public keys match are not named properly).
Ensure "Frame Hosting" is enabled in NPG Data Manager.
Is Aloha Online Ordering required for Mobile Pay and NCR payment gateway integration?
No; however, NPG can only have one public key assigned per company and if AOO is in use, the public key must be the same between AOO and Mobile Pay.
Can I change the company code in Mobile Pay?
No. The company code should not change once created and public/private keys are assigned on the Mobile Pay server. NCR Secure Payment uses the file name of the private key file to identify which company code uses what private key.
Error(s) when running Sanity Check for a site.
On the BOH:
- Restart the NCR Mobile Pay Agent service.
- Navigate to the IBERDIR\TMP directory and open Debout.MP.Agent_.DATE.log.
- Verify that names are being read properly by the service.
- If necessary, update configuration.
Does Mobile Pay log the codes assigned to each check?
Yes. Navigate to the IBERDIR\TMP directory and open the MP.Checks.xml. This file shows code only for the current business day.
How do I deploy the Mobile Pay Installer?
Download the latest executable from Aloha Update. You can now deploy Mobile Pay using an executable file (.exe) instead of an installer file (.msi). However, Command Center deployment (CMC Deploy) is the preferred method to upgrade/re-install Mobile Pay.
Encountering "Unhandled Exception" when setting sanity check readings.
Make sure that .Net version 4.5.2 or above is installed on the terminal and the terminal is running while performing sanity checks. CMC -> Run IPConfig /all Node Type = Peer to Peer – Terminal Image Issue (BAS530125) – apply 'Hybrid Fix' If support requests implementation of Host file – apply 'Hybrid Fix' After Hybrid Fix – Node Type = Hybrid
Internal Port – Connection Open – False.
Check the internal firewall settings on Back-of-House. Make sure that at least one terminal is up and running and Mobile Pay is running on it.
Sanity Check times out without returning any results.
Check the CommandCenter.config file. If ATG proxy is listed, then remove it.
TRM gives false Sanity Check.
May read 'False' if you have AMob Terms – Oman or iOS. Logic scans for the number of terms and looks for the same number of Mobile Pay terms.
Changes to MPAgent.exe.setting.config not taking effect.
Restart the NCR Mobile Pay Agent on Back-of-House and then refresh the Front-of-House terminal(s).
'Go to NCRPay.com' missing from receipts.
Error when processing payment into store via EDC rails.
Remove address verification from the Visa/MC/Amex/Discover tenders.
Server/bartender not receiving Mobile Pay payment message.
Do the following:
- Access Maintenance > Labor > Jobcodes.
- Select an order entry jobcode from the drop-down list.
- Select the Takeout tab and then select Used by Takeout. (This is applicable only for Table Service.)