Kazang Pay Information and Troubleshooting

Please read this before going to the Troubleshooting section

Introduction

For many years there has not been major changes in the way that Kazang Pay works or the type of devices we use for Kazang Pay. This has changed for various business and technical reasons. As a result of all of these things happening at the same time and a lack of proper documentation, there are misconceptions about how all this fits together. This document will hopefully clear up these misconceptions and it is imperative that all staff understand how this operates.

KPv1 1.1.99

This is the default app version for Android 8 devices. A pre-cursor for using this version of the app is that the operating system on the device must be upgraded. This upgrade process is managed by the KMS app in conjunction with the KP v1 app. 

By default, all devices with this app version is routed via the Paycorp switch. 

There was a project whereby 500 of these older devices were upgraded and loaded with Lesaka Switch keys as a pilot to test the new KP App 2.0.40.  These 500 devices were manually routed at a merchant level via the CRM system to the Lesaka Switch by the Contracts team and the actual hardware was labeled with a Lesaka Switch sticker. 

It is very important to note that you cannot replace a device that has Paycorp Keys with a device that only has Lesaka Keys. The transactions will not go through and the vendor will get declines.

KPv2 2.0.40

This is the latest version of the Kazang Pay app and it supports the loading of BOTH Paycorp and Lesaka Switch keys. The endpoint for these devices will be captured by the Contracts Team and depending on which endpoint is selected, the correct keys will be made active. 

This version works via both the Paycorp and Lesaka Switch and has a built in component of the KMS app that manages the keys and OS updates. The KMS app CANNOT be installed as a seperate app onto these devices - an error will occur stating "Invalid APK".

Swopping or linking devices

Most older devices are routed via Paycorp. If another older device that is loaded with Lesaka keys is used to replace this device or an attempt is made to link a device with Lesaka keys to an existing Paycorp device, transactions will fail. If anyone is unsure of which keys are loaded onto devices, the Technical Support Team can check and advise.

New devices that support both sets of keys can be used to swop or link to older devices that are configured with Paycorp or Lesaka keys.

Devices that support both sets of keys cannot be used in conjunction with the KPv1 1.1.99 app. Transactions will be declined.

Troubleshooting

Issues

1. Device is on the old version KPv1 1.1.99 and can't upgrade to KPv2 2.0.40 

2. Device shows ICS_PARAM_NOT_FIND when trying to launch KP or take a payment.

3. KP Error Blank Screen / KP not launching.

4. KMS53 V2 fails during download

Device is on the old version KPv1 1.1.99 and can't upgrade to KPv2 2.0.40 (Paycorp or Netswitch)

Answer: 

To change devices from KPv1 to KPv2, the devices must be linked to the new KPv2 groups Paycorp or Netswitch) on the Urovo Management System. This can only be done by the KP Support Team. 

Resolution:

Contact the Technical Support Team via whatsapp on 0608032491 or send an e-mail to operationssupport@kazang.com clearly stating what the issue is. The Support Team will move the device and request you to reboot it. Once this is done, the KPv2 app 2.0.40 will be accessible from the App Market and must be downloaded and installed.

Device shows ICS_PARAM_NOT_FIND when trying to launch KP or take a payment

This happens if the permissions for the KP App are not enabled and it only happens on the new Android 12 devices.

1. Permissions are incorrect (after correct registration) - all permissions must be enabled before using the app. 

2. Also occurs when the KP App is registered directly from the KP app and not via Kazang App.

Resolution:

Clear the KP App Data and reboot the device. Relaunch the KP app and enable ALL permissions.

Clearing APP Data

KP Error Blank Screen / KP not launching 

Sometimes when a new device is registered and you try to launch the Kazang Pay App, the devices presents a blank screen and seems to get stuck there. There are a couple of reasons why this happens.

1. In the above case, these 2 devices were assigned to EPMM and the Kazang Pay app will not launch. Please check whether the EPMM app is on the device. If it is, it is an EPMM devices

 - Action - contact the Technical Support Team via whatsapp on 0608032491. The device has to be moved and configured on the Urovo Management System before you can run the KP app. The Tech Support Team will make the changes and advise you what to do.

2. In the case below, the "error" is clearly visible. The rep cleared the app data after the error appeared and then relaunched. However, when KP is launched for the first time on a new device, there is a long delay before the Terms and Conditions Acceptance screen appears. In this instance, the process was aborted too soon. 

There are other scenarios that could cause the device to get "stuck" when launching KP and the root causes are being investigated. In most instances, rebooting the device resolves the issue.