StartIndex cannot be less than zero

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!