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StartIndex cannot be less than zero

Jerry Boutot
$organization

Hi everyone,

This is a strange error one of our Ticket Sales Agents got yesterday while trying to do a Phone MOS order. This is an experienced agent who is working from home with a company laptop.

When trying to process a credit card for $80.26, she got an error code 993. The customer tried 3 different cards and finally one went through.

We are using Windcave. I searched using our Master account on Windcave and found only ONE successful transaction. There were no "Declined" transactions.

I did some digging and found in the Payment Gateway Activity Report there were SIX of these errors. They weren't declines. They each had two lines in the log: AuthorizationStarted and AuthorizationComplete. AuthorizationStarted has no data in the Response field. AuthorizationComplete comes second with the response:

StartIndex cannot be less than zero

I did a TN-wide search for this text string, searched the known defects, and release notes. Nothing comes up.

My conclusion is that this error occurs in the Tessitura REST or SOAP service after receiving the payment request from the Tessitura Client, but before initiating any contact with WindCave. I'm unable to find anything in the logs though.

Has anyone seen this error before, or shed any light on what this means and maybe how it happens?

Thanks!

  • $organization

    I can only say that I believe that you are right about it being an API error.

  • $organization

    Hey Jerry,

    I had void errors with Windcave recently - Tessitura approved but then voided transactions from not hitting Done or declines etc.  These should all push void calls back to Windcave (and they do).  I looked up all the info in V_PAYMENT_GATEWAY_ACTIVITY and they are all their.  Bouncing back to Windcave they informed us that Voiding on our accounts have not been approved y our bank and we needed to get their authorisation to do such things.  This was odd because it's been fine in the past.  Anyway the upshot was after a few WTF conversations from me they turrned on Voids because of an issue with timings in their API ie: 

    The host/uplink processed the timeout which bypassed the port. In order to fix this issue, we have enabled Voiding on all the users/ports and accounts so it should not happen in future. Voiding was not enabled before as it was not initially requested by your bank.

    Also it's worth noting that in some Windcave settlements the voided part of transactions don't appear.  So you could have 2 settlements Approved but 1 was voided (for any reason) but it would look like they both should be in your bank. It drives my accountant wild every month or so. There is a correct report in there though

    Cheers,

    H

  • $organization

    Hi Jerry - 

    I'll go ahead and start a ticket for you so we can take a closer look at your logs.

    Thanks,

    Patrick