Common Problems

We have completed the setup, but we cannot dial out.

Check your modem settings, both in Windows, and in PC Authorize, to ensure that they are the same. Pay special attention to the port that the modem is set up on, this port needs to be exactly the same in PC Authorize.

Ensure that your correct modem type is setup in PC Authorize. If you have the wrong modem setup, it will not be able to connect to the authorization network. If you are unsure as to whether or not your modem is the correct type, please contact Tellan Software.

If you get an error message that indicates that you cannot access the modem port when attempting to dial out, check Windows to make sure that there is not a port conflict with another piece of hardware that is also assigned to the same port as the modem. If your modem was factory installed, this is probably not the problem.

If you still cannot access the modem port, you may need to disable Routing and Remote Access.

In Windows 2000, go into your Start - Settings - Control Panels
Open Administrative Tools
If you have Routing and Remote Access enabled, you will have it as an option, if it is not, it is already disabled.
Double Click on Routing and Remote Access if available.
Right click on (local Computer name)
Select Disable Routing and Remote Access.

If you have checked all of your modem settings, try dialing out using Windows' Phone Dialer. If you cannot dial out, have your technician check your modem and settings.
If you can dial out, but still cannot connect to the authorization network, double check your authorization phone numbers, or contact Tellan Software for assistance in troubleshooting PC Authorize.


We are unable to dial out on a Windows XP computer

There is a setting that must be adjusted on XP in order to allow credit card authorization:

• Start>>> Right Click on My Network Places >>> Properties
• Right Mouse on Local Area Connections >>> Properties >>> Advanced
• TURN OFF: Protect my computer and network by limiting or preventing access to this computer from the Internet

Check to make sure that PC Authorizer is running on the computer that it normally runs on.

View the batches in PC Authorize, are there more than one batch open? If so, close the old batch.

Are you set to enable Authorization in Default Data?

Can you ping the server?

Is the card number entered correctly?

Are your IP addresses for each workstation the same as what was setup for each workstation in PC Authorize? Click here to find out how to check your computer's IP address.

Is your Server's IP address the same as is set in Theatre Manager's Default Data? Click here to find out how to check its IP address, and click here to see how to change Default Data.

We often have payments in the batch that are not in Theatre Manager, which leads to differences in the End of Day or cards being charged twice.

If the time out value is set for too low, Theatre Manager will time out on authorizations, thinking that they are not going through. You will then attempt to authorize the card again. In the meantime, the card will have come back as authorized and will have been added to the batch, in addition to the second authorization.

The first sign of this will be in the End of Day, where if your employees are checking the Server, they will see a difference - at least one charge that is in the batch that Theatre Manager does not have.

If the batch is forced to settle through without balancing to Theatre Manager, you will most likely be getting a call from that Patron in the future to let you know that they were double charged.

To fix this, begin by adding 20 seconds or so to the Authorization time out in Default Data. This will prevent most occurances of Theatre Manager timing out before PC Authorize does.

Next, you will need to do some creative balancing.

1. Turn off Credit Card Authorization in Default Data.
   
   
2. Go into that patron's account,
3. Find the order that the payment was originally on,
4. Add a Payment to that order for the same amount as was double charged, onto the same card.
5. Next, Enable Credit Card Authorization again in Default Data.
6. Return to the patron's orders
7. Refund the amount that you just 'charged' (but did not authorize) to that patron's card.

This method creates an unauthorized payment in Theatre Manager, then authorizes the refund. This leaves you with a refund in the batch, which is what you need, but no balance due or imbalance in Theatre Manager.

Train your Closing staff to not ignore differences in the Batch and in Theatre Manager, so that these problems can be fixed quickly should they ever occur again. This keeps you from haing the embarassment of double charging your customers.

After a certain point in the day, cards are authorized and show up in the batch, but they do not show as authorized in Theatre Manager.

Closing and reopening PC Authorize or rebooting the server (the computer running PC Authorize) seems to fix this problem. We are unsure as to exactly why it happens. In the experience with this problem that we have gathered through some of our customers suggests that PC Authorize starts to misbehave when it has accumulated 1-2 years worth of batches (transactions) in the same directory. To solve this, move your batches into a sub folder in the same directory every month or so.

Another option is that the daily transaction file may be slightly corrupt. In this case, opening a new batch the next day fixes the problem.

Perform this ìafterî you have completed your EOD Wizard and settled the current open batch because doing the following may wipe out the current open batch with all the credit card transactions in it that occurred for the current day.

1. Quit PC Authorize before performing this so all open files are properly closed because PC Authorize is very temperamental about having files moved or being shut down improperly that it corrupts the entire application.
2. Go to the server where PC HUB lives and go to My Computer >> C drive
3. Look for a folder named Tellan
4. Inside this folder is a transaction folder that you will need to copy the contents only to another folder somewhere
5. Then empty the transaction folder except for the $$DIAG.TXT and the BATCHES.BDI files. These two files keep track of the next available batch number.
6. You may at one point or another need to place any given batch back in this transaction folder to reference and/or open it again for more details
7. Instead of removing all files in the ìTransactî folder, you may remove all files up to the current month. So at least you have some history to go back on if required when doing bank reconciliation statements.