Problem(P)

Question (PQ)

Answer/Action (PQA)

P1. Messages are missing

P1Q1. Did you look for them on the database?

P1Q1A1. No: Open MMClient, search Message Overview, use Filter (be sure to check different dates, statuses, etc.). If there is a printing problem, please go to P4Q1.

P1Q1A2. Yes: Go to P1Q2.

P1Q2. Describe what you are looking for (message type, date, time, status). What happened, what makes you think they are missing?

P1Q2A1. Don’t know: please inquire and call us back.

P1Q2A2. Outgoing. Msgs were sent from host but never arrived in MM: Go to P2Q1.

P1Q2A3. Incoming. Msgs are in MM. Should have been sent to host, but never arrived. Go to P2Q1.

P1Q2A4. Incoming. Msgs should have arrived, but are not in MM. Go to P3Q1.

P2. There is a problem with the hostlink

P2Q1. Is the Online Session started? (check for correct application, environment and direction)

P2Q1A1. Don’t know: In MMClient select Files/Online Sessions.

P2Q1A2. Yes: Go to P2Q2.

P2Q1A3. No: Start it and wait 30 seconds. If no change (don’t forget to refresh Overview) then go to P2Q2.

P2Q2. Is the background process for the hostlink running on the server? (NCR Hostlink, AutoFetch, TgHostin, AutoOp: please look at StartUp-Group on Server)

P2Q2A1. Don’t know: Please check and call back from server room.

P2Q2A2. Yes: Check for error messages on the screen. Stop the program. Go to P2Q2A3 (next step).

P2Q2A3. No: Please start it. If there are error messages on the server screen, please report them. If no change (or problems) after starting then go to P2Q3.

P2Q3. Which Hostlink are you running?

P2Q3A1. NCR Hostlink. Check whether the files have been created in the ft directories.
Outgoing (send directory) can be repeated: Move file from “finished” directory back to send directory, edit matching ctl/finished file (change first pos. from “2” to “1”), move it back to send/ctl directory. Incoming: contact e-BankingSolutions for instructions.

If there is another problem such as program crash, please e-mail us your logfile NCyymmdd and go to P2Q4.

P2Q3A2. Communications database (AutoFetch/TgHostin): Please e-mail us your logfile AFyymmdd/THyymmdd and go to P2Q4.

P2Q3A3. AutoOp: Please e-mail us your logfile AOyymmdd and go to P2Q4.

P2Q4. Which program version are you running: is there a known issue with this version (check our “Known Issues”)?

P2Q4A1. Yes: e-mail a new version to the user (or do file-transfer via remote support or download from internet), rename old version rather than overwrite it!

P2Q4A2. No: Check with the host side: has there been a version change? Do remote support with us…

P3. Incoming messages should have arrived, but didn’t.

P3Q1. What makes you think so?

P3Q1A1. There were no printouts this morning: Check database (go to P1Q1A1). If messages are in db then go to P4Q1.

P3Q1A2. At this time of day we usually have more messages:

Check database (go to P1Q1A1). If messages are not in db then go to P7Q1.

P3Q1A3. SIC/euroSIC (or other RTGS) interactive inquiry/end of day reports shows a different total of transactions: carefully check cutover time for end-of-day, check whether other services have been billed directly from account. If messages still seem to be missing then go to P7Q1.

P4. There is a printing problem.

P4Q1. Manual or automatic printing function?

P4Q1A1. Manual: In MMClient check Files/Printer Setup, check printer queue in system, check whether paper ok.

P4Q1A2. Automatic: (make sure msgs really exist in db – see P1Q1). Which status are msgs in? To be printed automatically, outgoing must have status 90, incoming status 30. If outgoing are not being sent, go to P5Q1. If incoming are in status 05: go to P4Q2. If outgoing msgs are in status 90 and incoming in status 30 then have your system administrator check printer server, printer queue and printer itself (paper? toner?). Go to P4Q4.

P4Q2. Problem with incoming msgs (status 05): Is TgServer running on the server?

P4Q2A1. Don’t know: Please check and call back from server room.

P4Q2A2. Yes: Check for error messages on the screen. Stop the program. Go to P4Q2A3 (next step).

P4Q2A3. No: Please start it. If there are error messages on the server screen, please report them. If no change (or problems) after starting then go to P4Q3.

P4Q3. Which version of TgServer are you running: is there a known issue with this version (check our “Known Issues”)?

P4Q3A1. Yes: e-mail a new version to the user (or do file-transfer via remote support or download from internet), rename old version rather than overwrite it!

P4Q3A2. No: You can force an update from status 05 by running utility TgInsert (if not on system then e-mail it or transfer via remote support).

P4Q4. Incoming msgs: is there a problem with the print process on the server (TgSwfPrt for SWIFT, TgSICPrt for SIC/euroSIC, TgSECPrt for SECOM), i.e. are there error msgs on the server screen?

P4Q4A1. Yes: Please report them to us. Go to P4Q4A2 (next step).

P4Q4A2. No: Please e-mail us the logfile (TWyymmdd for Swift, TIyymmdd for SIC/euroSIC, TEyymmdd for SECOM) and go to P4Q5.

P4Q5. Which version of TgxxxPrt are you running: is there a known issue with this version (check our “Known Issues”)?

P4Q5A1. Yes: e-mail a new version to the user (or do file-transfer via remote support or download from internet), rename old version rather than overwrite it!

P4Q5A2. No: You can manually resend the msgs from MMClient or you can force a general reprint of a time span by running utility MMReprint (if not on system then e-mail it or transfer via remote support).

P5. Outgoing messages are not being sent.

P5Q1. Is the Online Session started? (check for correct application, environment and direction)

P5Q1A1. Don’t know: In MMClient select Files/Online Sessions.

P5Q1A2. Yes: Go to P5Q2.

P5Q1A3. No: Start it and watch the indicator LEDs in the status line. If Colours do not change from red to yellow to green and stay green then go to P5Q2.

P5Q2. Is the background process for the communication running on the server? (MMServW for Swift, MMServE for SECOM and MMServI for SIC/euroSIC).

P5Q2A1. Don’t know: Please check and call back from server room.

P5Q2A2. Yes: Check for error messages on the screen. Stop the program. Go to P5Q2A3 (next step).

P5Q2A3. No: Please start it. If there are error messages on the server screen, please report them. Otherwise start the Online Session from MMClient as described in P5Q1A3. If still not able to start then go to P5Q3.

P5Q3. Do you see error msgs on the display/logfile that make suspect there is a problem with the security device or X25 connection?

P5Q3A1. Yes: For security device go to P6Q1, for X25 connection go to P7Q1.

P5Q3A2. No: Go to P5Q4.

P5Q4. Which version of MMServx are you running: is there a known issue with this version (check our “Known Issues”)?

P5Q4A1. Yes: e-mail a new version to the user (or do file-transfer via remote support or download from internet), rename old version rather than overwrite it!

P5Q4A2. No: Please e-mail us the logfile (SWyymmdd for Swift, SIyymmdd for SIC/euroSIC, SEyymmdd for SECOM).

P6. There is a problem with the security device.

P6Q1. Are all physical/logical connections ok (has the machinery been freshly assembled or re-assembled)? Check the display of the device. What do you see?

P6Q1A1. no suspicious msgs. Check the date on the display, change it if incorrect. For SIC/euroSIC run the diagnostic program GCAdmin, for SWIFT run the program CardReader. Have your private keys/certificates expired? If yes generate new ones. Consult the manual (GC705 for SECOM, GC710 for SIC/euroSIC, Basic or Secure Card Reader for SWIFT). You can reset GC710 by pressing the reset button at the back of the unit. GC705 and CardReaders can be resetted by powering off and on again – beware: you will need to enter a PIN (see next step, P6Q1A2).

P6Q1A2. Enter PIN: find the responsible person and have him enter the PIN (GC705 SECOM and Card Reader SWIFT).

P7. There is a problem with the X25 connection.

P7Q1. Have you gone through all questions of P5 and P6?

P7Q1A1. No: Go to P5Q1.

P7Q1A2. Yes: Go to P7Q2.

P7Q2. Are you getting an error code from the Eicon card (see window of MMServx or logfile)?

P7Q2A1. No. Send us the logfile, call Telekurs/SWIFT.

P7Q2A2. Yes. Try resetting the Eicon card: select Start/Settings/Services/Eicon and press Stop, when finished press Start, when finished retry connecting. If you are still getting an error code from the Eicon card, go to P7Q3.

P7Q3. If you are having the problem in production: Using the same hardware, can you connect to the test environment?

P7Q3A1. Yes. Call Telekurs/SWIFT.

P7Q3A2. No. If you have a backup machine (or for SWIFT a dial-in connection as backup to a leased line) then try connecting via your backup and go to P7Q4.

P7Q4. Can you connect via backup?

P7Q4A1. No. Call your telecom provider (local lines may be down).

P7Q4A2. Yes. There is a problem with your hardware. If the backup is using a different modem, then possibly the modem is out of order. Have it checked by your telecom provider. If the modem is ok, there might be a problem with the Eicon card. Try exchanging Eicon cards. Send us your logfile (SWyymmdd for SWIFT, SIyymmdd for SIC/euroSIC, SEyymmdd for SECOM).