Error Processing Transaction

Overview 

This error would appear on the Kazang Pay screen when the device has lost it's keys. The keys referred to is a certain code that enables the device to process card transactions. Without these keys, the device would not be able to process card transactions and will return the error seen above. 

When would a device lose keys:

1) When the device has been tampered with

2) When the device fell, and the impact of the fall caused the device to think that it has been tampered with. 

To sum it up, the device has been built to lose it's ability to process card transactions as soon as it senses that it is being tampered with. This is a security feature that is built into the device by the manufacturer (UROVO). 

First line troubleshooting steps:

The steps below need to be actioned on the device itself so either the rep/agent or the vendor will need to follow the steps below. 

1) Click on the home button of the device 

2) Select App market 

3) Select open or download next to the KMS app on the app market 

4) Open the KMS app 

5) Click on "Get key" 

6) The keys will start downloading (Please make sure that there is a strong connection. This is a requirement for keys to download) 

7) A successful download will populate the following screen 

Key download errors:

Should any one of the following errors occur, it means that the network is weak and not strong enough to download the keys. 

- TimeOut 

- Could not connect to KMS 

The errors below are to be escalated to the Kazang Pay Support department for further handling. 

- Persistent connection errors even after troubleshooting 

- The device is not on the whitelist 

Escalation matrix: 

When escalating to the Kazang Pay Support department, you can log a ticket and assign it to the FreshDesk group called Kazang Pay Support. We have a set SLA of 24 hours (To accommodate offline hours and also extended offline hours on weekends).

*Have we missed anything in this article? 

Email operationssupport@kazang.com should you need any more information to be added onto this article.