Troubleshoot Using the S4Probe for Issues with the Universal Transaction Gateway

Description: Use the S4Probe to troubleshoot issues with the Universal Transaction Gateway (UTG).

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The S4 Probe is installed with the Universal Transaction Gateway (UTG) Software and can be found located in Start > All Programs > Shift4 Payments > S4Probe. It can also be downloaded directly via www.shift4.com/downloads/s4probe.zip. 

For instruction on how to run the S4Probe, refer to the UTG Quick Installation Guide.

Once the Probe completes its scan, it will provide one of three results on the results page:

• Success indicates that it detected no issues in the communication between the UTG machine and our Data Center. This will generally display when all Routes return a Score of less than 10.
  
  
• Some Routes Failed indicates that a few of the routes could not connect, but some connected successfully. While the UTG can process in this state, it is recommended that your IT address the connectivity issues for the affected routes to improve overall stability.
  
  
• Failure indicates that the Probe was unable to connect to the Data Center on any route successfully. Your IT will need to determine where the restriction lies; generally, this will be a Firewall level issue relating to the UTG's utilized ports (26880 and 26881). For more information, click here. 
  
  

Each Route's connectivity is scored on a scale of 0-10 (0 being the best connection, indicating no retries were necessary, and 10 being a complete failure, indicating we could not connect successfully after 10 retries.) Note that the Probe is run independently of the UTG and only tests for communication to our Data Center from the machine in question; thus, the software firewall and antivirus configuration for the UTG application itself will not impact this result.