Hello All,
This may need to be a support ticket, but just curious if anyone else has seen this. The Box Office initially told me it was happening on one device, but it now seems to be happening on all of them. What happens is that, during a normal in person window order, everything will go according to plan and work correctly, except that during the transaction process the patron will get an error that says something like "Card Expired", even though the transaction completes successfully (just checked with Finance to be sure). I am still working on getting the exact text in case it gives me a different error message, but the fact that the payments are still processing correctly has me confused.
Anyone seen this before?
John
Hello--
We've been experiencing this issue as well. We have an external IT department, but this is what they've told us.
The error reads: CAP K Expired.
We contacted WorldPay. They confirmed that our credit cards are processing and that this is just an annoying error. The fix would be to install the updated version TriPos - specifically 15.5.
-Ultima
Okay, well at least there is a solution out there. I guess I get to do that later this week. Our IT is me.
Thanks!!
Back again. Something I did not look at yesterday is that 15.5 appears to be only for cloud processing service. At least, that is my reading of this page: https://www.tessituranetwork.com/en/Items/Support/Downloads/TriPOS-Downloads
Our EMV devices are still connected old school style. Does that mean that the only way around this issue is to change to cloud processing?
Okay, so FYI, I tried upgrading to 5.15.0, but I am still getting that same error message. In doing some searching on the web, it looks like this might have to do with Visa extending their public key through 2022 and it is somehow about getting a new file onto the machines.
I suppose the next step is for me to reach out to Worldpay.
I believe our IT was redirected to Tessitura from World Pay-- we are also still experiencing the issue If they have any updates I'll make sure to share them here.
-ultima
I talked to someone at Worldpay on Friday because apparently I wanted to frustrate myself with 45 minutes of hold time and the new identification procedure they apparently have in place now.
But when I finally got the right person on the phone, the answer I got was that the issue apparently affects a lot of people; not just Tessitura peoples. Their current solution is either to a) buy brand new EMV readers (this person really liked telling me that one), or else to b) just wait it out as apparently someone, somewhere IS working on a solution to the issue. But it might come tomorrow or six months from now from the impression I got.
Given everything... I might wait and see, at least for a little bit, on this one. Thanks anyway for your input on this. It at least sped up the process to get to where we are now.
Hi John,
This is Maureen Vallette with the Support Escalation team at the Network. I wanted to let you know I'm going to open a ticket for you so we can further investigate this issue and see if we can reach out to Worldpay and get to the bottom of this.
Thank you!
Thank you, Maureen!! Fingers crossed!
Sorry for the delayed reply-- thanks for the additional info! We also encountered the same issue you did, so still no fix for us.
This has been happening to us on and off, too. Did you guys find a solution?
Funny you should ask! I literally just got a response back from Maureen with support. I hope she does not mind, but I have basically just copied and pasted the relevant bits of information:
"They have advised me that the CAP K error has no impact on processing, as long as the card is not removed from the device during the transaction. That being said, they have identified a coding issue with those Verifone devices and are actively working with Verifone and internal Worldpay developers on resolving the issue. They also advised me that the only immediate solution would be to either send them the terminals to be reinjected with the updated XPI information or to get completely new terminals (which I know we were trying to prevent). So it does sound like they are working on resolving the issue otherwise, they just don't have any other immediate work arounds other than to send them the devices to update/purchase newer devices."
So basically... no. And, aside from potentially purchasing new devices and/or just sending them off in the hopes that they will be sent back with the CAP K error fixed (theoretically that should be a solid bet, practically... well, I just do not know), there are no solutions as of the moment.
I will be meeting with our Box Office later this week to ask their thoughts (so Maureen, I will probably respond after that), but my recommendation to them for the time being was going to be to just deal with it like we have been thus far.
Wish I had better news!
Thanks for the quick response! That's good to know.
Yep that is absolutely okay John! I'm sorry to you and everyone who was dealing with this issue that there isn't a more immediate resolution at this time.