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Frequently Asked Questions

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Troubleshooting with ePay Advantage

How do I check my ePay version?

Please review the document at the following link: How to Check the ePay Version

How do customers register for the ePay website?

Please review the document at the following link: Customer Registration Instructions

Data from Great Plains is not shown on ePay

Typically when data is not found on ePay, it means the issue can be found in the Nodus Synchronizer. Please review the following document for more information: Troubleshooting Nodus Synchronizer for ePay

Data from ePay has not reached Great Plains

Typically when data in not found in Great Plains from ePay, it can usually be found in the ePay Document Queue. Please review the following document for more information: Troubleshooting with the ePay Document Queue

An e-mail was not sent

Please review the guide at the following link: Troubleshooting e-mails in ePay

An error was returned during processing

The following guide should provide assistance on troubleshooting issues while processing transactions: Processing Errors on ePay

The Payment Gateway connection needs to be reconfigured

Please review the guide at the following link for information on reconfiguring the payment gateway connection: Configuring the Payment Gateway Connection

A scheduled event is not occurring (Past Due Invoice Reminder, Automatic Payment, etc)

Typically when a scheduled event does not occur, the issue can be found by checking the Nodus Scheduler. Please review the following document for more information: Troubleshooting with the Nodus Scheduler

A user receives the message “Error Occurred, Please Return”

When a system error occurs on ePay, a very generic error message is generally returned. Please review the guide at the following link for more information on how to retrieve the full error message: Analyzing System Errors

For further assistance, submit a Support Request or call us at (909) 482-4701

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