Hi all,
I just put a call out to Intrix/Transcend's customer service support, but while I'm waiting and my consortium is losing credit card sales, I thought I'd see if anyone has a solution. For the past 2 hours we've been getting the following message when trying to authorize credit cards through Tessitura:
Response: Can not send the request. Error code = 4002
I've restarted the servers, the credit card services, and everything else I can think of, but nothing seems to work. Any thoughts on what could be the problem? Is anyone else getting this error message right now?
Thanks!
~Katie Lachance-Duffy
Application Systems Analyst/DBA/Tessitura Program Director
Philadelphia Regional Arts Consortium
Unknown said: I've restarted the servers, the credit card services, and everything else I can think of, but nothing seems to work. Any thoughts on what could be the problem? Is anyone else getting this error message right now?
Just got off the phone with support on this. There is an outage of some sort at Vital/TSYS.
Intrix instructed Tessitura support via e-mail that we should update
ssl3.vitalps.net
to
ssl2.vitalps.net
… in the Transcend client -> Configure System -> Secure Sockets -> Primary URL
This resolved the issue for us. No word from Intrix so far on whether of not we ever need to change that back.
Thanks, Chris!
John Wozniak helped me out as well, and surprisingly Intrix called me back pretty quickly and walked me through changing the settings. The Intrix rep had me put ssl2.vitalps.net in as the secondary URL, and he said that now that both URLs are listed I shouldn't need to change them back at any point.
After I saved the changes and restarted the Transcend services, our credit cards are authorizing again!
Thanks for your help,
~Katie
Glad to help, and now that you mention adding that server to the secondary field, I'll do that, too. Never hurts to have an options.
You're welcome and thanks!
We had this problem this morning but as we are RAMP clients they were able to fix it for us. They told me that they were waiting on a fix from Intrix and when they received it they were able to apply it to our server. Perhaps you can go back to Intrix and ask for the fix?
Sorry I can’t be of more help.
Elizabeth Carlock
Director of Ticketing Services
The Granada Theatre
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Katie Lachance-Duffy Sent: Friday, January 25, 2013 12:13 PM To: Elizabeth Carlock Subject: [Tessitura Technical Forum] Failed CC Authorizations: Error 4002
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Katie, I see that Support helped you with this issue prior to your posting making its way through the Forum but for the benefit of others it was discovered that Vital/Tsys changed their primary URL today without notifying their customer base. The primary URL was changed to primary URL to ssl2.vitalps.net.
Bob
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Katie Lachance-Duffy Sent: Friday, January 25, 2013 3:17 PM To: Robert Bell Subject: [Tessitura Technical Forum] Failed CC Authorizations: Error 4002
I will give credit to Intrix for determining that the problem was with the URL change that Chris notes but this was not a change made by Intrix or anything that Intrix has control over, and Intrix was not notified by Vital/TSYS that the URL was being changed. Only Vital/TSYS can say with certainty that this will change again and if so, when.
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Chris Jensen Sent: Friday, January 25, 2013 3:24 PM To: Robert Bell Subject: Re: [Tessitura Technical Forum] Failed CC Authorizations: Error 4002
Katie Lachance-Duffy: I've restarted the servers, the credit card services, and everything else I can think of, but nothing seems to work. Any thoughts on what could be the problem? Is anyone else getting this error message right now?
Katie Lachance-Duffy:
From: Katie Lachance-Duffy <bounce-katielachanceduffy1902@tessituranetwork.com> Sent: 1/25/2013 12:25:00 PM