Resolve "9775 Function Not Supported in Offline Mode" Error in Universal Transaction Gateway

What is causing this Error?

This error will appear when the Universal Transaction Gateway (UTG) is in Offline Mode, and a request is attempting to process that requires an active internet connection to be performed.

Generally speaking, only authorization and settlement requests can be performed during Offline Mode.

How do I resolve this Error?

Additional troubleshooting should be done to determine why the property is in offline mode. If it is because you do not have an internet connection, you must contact your internal IT department or ISP. The UTG Offline Mode will cease if communications are available to the UTG again, and thus the error will cease. 

If the property recently made changes to its network setup, you may wish to ensure no IPs are being blocked for Shift4 Services. See Shift4 IP Addresses and DNS Names.

Special Cases:

Debit transactions cannot be performed during offline mode. The same error will occur with slightly different wording: 9775 Debit Not Supported in Offline Mode.

This error will generally only occur if you have an i7 Server.

Internal:

9775 Debit Not Supported in Offline Mode

The customer is capable of allowing Void requests if they choose to do so. For more information about Offline Mode, see the UTG Quick Installation Guide and reference the section Configuring UTG > Configuring Offline Mode.

To address this, we need to verify the credit card transaction actually voided off Lighthouse Transaction Manager (LTM) and then remove the transaction from the POS. If the transaction is not voided from LTM, then perform the void on LTM. Open SQL and run the following script after you updated the Ticket ID in the script.

DECLARE @tkt NVARCHAR(6)

/*----Update the field below with the ticket id----*/

SET @tkt = ######

/*----DO NOT ALTER BELOW THIS LINE----*/

UPDATE Ticket

SET c_payment_total = 0

WHERE i_ticket_id = @tkt

UPDATE Transactions

SET b_cancel = 1

WHERE i_ticket_id = @tkt

That should simulate a voided transaction and adjust the payment total on the ticket. From there you should be able to void the transaction normally. Once that is done, to fix the issue, please reset the slot for the i7 Server and open Stand alone, or it can be done using the Pipe Maintenance.

More troubleshooting will need to be done to determine why the property is in offline mode. If it is because you do not have an internet connection, you need to contact your internal IT department or ISP. UTG Offline Mode will cease if communications are available to UTG again, and thus this error will also cease.