Resolve Error 9964 "Internet Service Provider Failure" on Universal Transaction Gateway

• Resolve "Internet Service Provider Failure" Error on Universal Transaction Gateway
• Resolve "9964 Internet Service Provider Failure When Processing Transactions"

Resolve "Internet Service Provider Failure" Error on Universal Transaction Gateway

What is causing this Error?

If you receive an error in UTG Stand Alone that states "INTERNET SERVICE PROVIDER FAILURE" this means that the PIN Pad is not able to connect to the internet.  

How do I resolve this Error?

To resolve this error, reconnect the PIN Pad to the internet, and then close and reopen the Stand Alone. 

Note: You are also able to run the S4 Probe test to verify if the UTG can connect to data-centers and whether the network is the problem. Below is an example of a probe test:

Resolve "9964 Internet Service Provider Failure When Processing Transactions"

What is causing this Error?

The Universal Transaction Gateway (UTG) cannot connect to the Shift4 data center across the internet on any route.

How do I resolve this Error?

Test the internet connection: Open an internet browser and go to a site you have not accessed before, or perform a search on your preferred search engine to confirm whether your internet connection is active.

If you can access the internet from the browser, then something is blocking the UTG from being able to connect to the data center. Visit Troubleshoot Using the S4Probe to determine UTG's connection issues to the data center.

If you cannot access the internet from the browser, you should contact your Internet Service Provider to re-establish your internet connection.

Note: Once you are able to access the internet again, restart the UTG and try a transaction.