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Server Communication Errors

Updated

Overview

This article will provide a high level overview of troubleshooting steps for Server Communication Errors. Server Communication Errors may occur within the SDK when the client is unable to communicate with the server. This error generally occurs due to local network connectivity issues or due to the networks firewall and settings blocking communication.

Server communication errors can be attributed to a number of factors:

  • Network layer issues
  • DNS resolution issues
  • Operating system and other software issues (e.g. Antivirus/Firewall)
  • Certificate checking/revocation issues

Due to the nature of these errors it is recommend prior to reaching out to support that any available networking teams review any restrictions set by the network's firewall or settings.

 

Test Connectivity 

We normally recommend those who are seeing issues with Server Communication Errors to test their general network connectivity to the platform.

In order to do this you will simply need to open the following URLs within a web browser:

Live Platform Links:
https://tms.cardeasexml.com/pingdom
https://live.cardeasexml.com/pingdom

Test Platform Links:
https://testtms.cardeasexml.com/pingdom
https://test.cardeasexml.com/pingdom

When entering these URLs into the browser a successful connection will show pool_up without any certificate error. 

 

Allow All SDK IP Addresses

If you are receiving any Server Communication errors, the first recommended step is to verify if all of the Payment Device SDK IPs have been allowed within the network. Allowing the IPs is also recommended when an estates is utilizing restrictive networks. This is normally done through the location's network settings/firewall. We recommend reviewing these rules to confirm if these IPs have been added to the network settings.

You may find the full list of the Payment Device SDK's IP addresses within the "Firewall Configuration" section of the Payment Device SDK documentation.

 

Review Installed Certificates

Another common cause for this error can be due to incorrectly installed or missing certificates. You will need to confirm that the DigiCert Root Certificate is in the Windows certificate store. Here is an article which fully explains how to check a machine's installed Windows Certificates. 

You may also find an article on where to obtain this root certificate: Root Certificate- Live Services.

 

Payment Device EVA

In the Payment Device SDK for Windows and Linux V2.01+, we also include our Payment Device Environment Validation Application (EVA). EVA helps diagnose network related issues when attempting to connect to our platform as well as issues with the certificates installed on your machine(s). 

The latest download for the Payment Device EVA may be found here.

Please run Payment Device EVA via a command line. You will see an output within the command line as well as a "ChipDnaEvaLog.log" file generated. Once the logs has been received, the logs may now be reviewed to confirm if any connection issues have been found.

Note: If you are testing this against our staging platform, you will need to run the tool with the argument --connection=staging