Vantiv connectivity

Hey Kathleen,

We started experiencing this a few months ago (Payment Express). We are V15.0.3 and TNEW6. I opened a TASK ticket about this and this was the response:

"I wanted to let you know that the v15.0.3 Service Pack has been released and includes a fix that extends the timeout for the SOAP API while waiting for a payment to process to five minutes.
 
While this is not a silver bullet that will resolve 100% of the instances of payments recorded in the bank but not in Tessitura, it will address many of the issues we have seen as a result of the latency in the RAMP environment recently. The situations where we would still expect to see a double payment are if the Tessitura Application crashes between a payment getting authorized and saved, if Citrix closes Tessitura between a payment getting authorized and saved (due to a user walking away from their workstation without saving and the timeout settings causing Citrix to close Tessitura before Tessitura can close itself), and finally in some very few extreme cases of latency where a payment was delayed by more than five minutes. In all of my research of the double payments related to the latency issues I would guess that ~10% or so were delayed by more than five minutes.
 
The Hosting Services team is continuing to test and implement fixes to resolve the latency issues, but we wanted to take a moment now to see if you would like to start the process of getting 15.0.3 applied. If you are interested let me know and we can get your test environment scheduled to start."

I'm not certain if our upgrade to V15.0.3 fixed the problem. I haven't heard anything from our Finance department so I'm guessing the problem has resolved. I would suggest opening a TASK ticket though so that Tessitura can continue to track this issue.

I just checked with Finance and our double charge issue appears to have ended with the V15.0.3 service pack.

- Chris

Hey Kathleen,

We started experiencing this a few months ago (Payment Express). We are V15.0.3 and TNEW6. I opened a TASK ticket about this and this was the response:

"I wanted to let you know that the v15.0.3 Service Pack has been released and includes a fix that extends the timeout for the SOAP API while waiting for a payment to process to five minutes.
 
While this is not a silver bullet that will resolve 100% of the instances of payments recorded in the bank but not in Tessitura, it will address many of the issues we have seen as a result of the latency in the RAMP environment recently. The situations where we would still expect to see a double payment are if the Tessitura Application crashes between a payment getting authorized and saved, if Citrix closes Tessitura between a payment getting authorized and saved (due to a user walking away from their workstation without saving and the timeout settings causing Citrix to close Tessitura before Tessitura can close itself), and finally in some very few extreme cases of latency where a payment was delayed by more than five minutes. In all of my research of the double payments related to the latency issues I would guess that ~10% or so were delayed by more than five minutes.
 
The Hosting Services team is continuing to test and implement fixes to resolve the latency issues, but we wanted to take a moment now to see if you would like to start the process of getting 15.0.3 applied. If you are interested let me know and we can get your test environment scheduled to start."

I'm not certain if our upgrade to V15.0.3 fixed the problem. I haven't heard anything from our Finance department so I'm guessing the problem has resolved. I would suggest opening a TASK ticket though so that Tessitura can continue to track this issue.

I just checked with Finance and our double charge issue appears to have ended with the V15.0.3 service pack.

- Chris