Offline Mode Requirements on Universal Transaction Gateway

Description: Review the requirements for Offline Mode on Universal Transaction Gateway below.

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Requirements for Offline Mode

Offline Mode requires that the UTG can encrypt transactional data locally. This is predicated on the UTG being activated on Shift4’s servers and obtaining encryption keys. Because of this, the UTG must go through its standard Serial Slot Activation process, which occurs after the UTG is first installed and it can access the Shift4 Datacenter. 

Internal:

At this time, the UTG performs a Key Page request and downloads a Key Page into memory. This is the start of the key exchange to encrypt and decrypt messages to and from the UTG. The UTG also downloads an Offline Key at this time. The Key Page file is held in memory, but the Offline Key is saved to the UTG’s configuration and updated regularly. 

This ensures that the UTG can go into Offline Mode for extended periods as necessary. Once the UTG has activated, performed its first Key Page request successfully, and obtained an Offline Key, it will then start in Offline Mode until it gets a Key Page Success and successful GetDBA requests to verify it is online.

The UTG can enter the offline mode when a single error listed below occurs.

Error Responses Causing Offline Mode

The following error codes can place the Universal Transaction Gateway (UTG) into Enhanced Offline Mode:

• 1001 - Processor unavailable/External max circuits exceeded
• 2011 - Processor is down
• 2999 - External logon timeout
• 4003 - No Response received from Proc App
• 9033 - Transaction (Amex) timed out
• 9401 - Vendor record locked
• 9839 - Database is offline on IYC transaction
• 9844 - Database I/O error posting record
• 9847 - No card data to generate Metatoken/Merchant database is offline
• 9858 - Tokenstore add failed
• 9870 - Lighthouse processor timed out or Failed to post/read QR payment record
• 9876 - Demo host error
• 9951 - Switch Timeout
• 9957 - Processor not connected
• 9960 - Transaction Engine Global Timeout
• 9961 - NetApi Service Global Timeout
• 9962 - Timeout when processing through a PIN Pad
• 9964 - Complete internet service provider failure
• 9971 - Timeout waiting to send logon request to External
• 9972 - Timeout waiting for logon response from External
• 9999 - Mod Trail database error

Note: For 9951 - Switch Timeout errors, Citadel will record these on the Logs page as 4002. These will still appear in Trace logs as 9951 errors, however.

You may also find the full list here. 

These errors will trigger Offline Mode and allow transactions to occur securely as a swipe or manual entry for thirty minutes before attempting to reconnect and upload. Note that a UTG will remain offline while it uploads its transactions to the data center after connecting. Live transactions run during this upload process are added to this file in a queue until it is empty, and thus it can extend the offline time of the UTG if processing during an offline upload.