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Last Updated 06/28/2017 3:45pm (PST)


History-List of Past Outages


Date: 06/27/2017
Time: 07:00 AM (PDT)
Alert Number: 1706-0012D
Current Status: Resolved
Priority: High
System Impacted: Authorization & Capture
Information: TSYS Acquiring Solutions is no longer experiencing an issue with Authorization and Capture traffic processing on the west coast. The issue is resolved.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 6/27/2016
Time: 12:41 AM (PST)
Alert Number: 1706- 0013A
Current Status: Resolved
Priority: High
System Impacted: ADF (Authorization Detail File)
Information: TSYS Acquiring Solutions is no longer experiencing a delay in processing ADF’s

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/26/2017
Time: 12:00 PM (PDT)
Alert Number: 1706-0012A
Current Status: Resolved
Priority: High
System Impacted: Authorization & Capture
Information: TSYS Acquiring Solutions has resolved the issue with Authorization and Capture traffic processing on the west coast.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/25/2017
Time: 07:25 AM (PDT)
Alert Number: 1706-0011B
Current Status: Resolved
Priority: High
System Impacted: ADF (Authorization Detail File) & CDF (Capture Detail File)
Information: TSYS Acquiring Solutions has resolved the delay in ADF processing. CDFs & ADFs are all back to their normal schedules.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/24/2017
Time: 11:20 PM (PDT)
Alert Number: 1706-0010B
Current Status: Resolved
Priority: High
System Impacted: eConnections
Information: TSYS Acquiring Solutions is no longer experiencing data delays with eConnections.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/24/2017
Time: 12:50 AM (PDT)
Alert Number: 1706-0009A
Current Status: Resolved
Priority: High
System Impacted: Capture Detail File (CDF)
Information: TSYS Acquiring Solutions has resolved the issue with Cycle 22 CDFs being delayed. All CDFs are currently processing on time.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/22/2017
Time: 01:45 PM (PDT)
Alert Number: 1706-0008A
Current Status: Resolved
Priority: High
System Impacted: Capture Detail File (CDF)
Information: TSYS Acquiring Solutions has resolved the issue with duplicate batches being processed in front-end client CDFs on 06/17. Reversal files have been sent to American Express and Discover.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/20/2017
Time: 15:45 PM (EST)
Clients Impacted: Clients participating in TSYS Clearing and Settlement
Alert Number: 1706-0005A
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-1
System Impacted: Clearing and Settlement
Impact: A correction for this issue has been identified and will be implemented on Wednesday 06/21/17.
As a reminder, clients who notice additional transactions in their Non-Qualified ACH report, and determine they should have been funded, can correct these by keying 9078 (ACH only adjustments) on the MDE to fund the merchants.
If assistance is required for ACH out of balances, please submit an SOS case and we will assist.
The issue was a result of a scheduled project implemented on Wednesday 06/14/17 to begin reading merchant plan types and ACH attributes from an alternate merchant profile source.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/20/2017
Time: 08:50 AM (PDT)
Alert Number: 1706-0008
Current Status: Resolved
Priority: High
System Impacted: Capture Detail File (CDF)
Information: TSYS Acquiring Solutions has identified an issue with duplicate batches being processed in front-end clients CDFs on 06/17. Impacted clients will be contacted by their Relationship Manager to provide reporting.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/19/2017
Time: 12:55 PM (PDT)
Alert Number: 1706-0007A
Current Status: Resolved
Priority: High
System Impacted: POS Terminals
Information: TSYS Acquiring Solutions has resolved the issue with POS Terminals receiving ‘not activated’ responses. Also, merchants receiving HV errors or ‘No Parameters’ responses during terminal downloads should no longer be experiencing issues.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/17/2017
Time: 09:45 AM (PDT)
Alert Number: 1707-0006A
Current Status: Resolved
Priority: High
System Impacted: Batch Cycle Files
Information: TSYS identified a database issue causing Batch Processing delays for Cycle 24 & Cycle 02. Missing batches will be processed within clients next Cycle file.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 06/14/2017
Time: 10:42 AM (PST)
Alert Number: 1706- 0004A
Current Status: Resolved
Priority: High
System Impacted: EBT Authorizations
Information: TSYS had received reports of a high number of declines on EBT authorizations. The EBT Gateway vendor confirmed an Issuer Processor behind them had a system outage causing declines.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 6/9/2017
Time: 6:33 PM (PST)
Alert Number: 1706- 0002
Current Status: Resolved
Priority: High
System Impacted: Auth and Cap
Information: A business partner of TSYS was experiencing a hardware failure at one of their locations which caused intermittent timeouts on authorization and capture. The hardware issue has been resolved and timeouts are no longer occurring.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 6/8/2017
Time: 4:21 AM (PST)
Alert Number: 1706-0001A
Current Status: Resolved
Priority: High
System Impacted: Auth and Cap
Information: The TSYS business partner has resolved the hardware issue at the affected location. Timeouts are no longer occurring on authorization or capture.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 05/31/2017
Time: 11:45 AM (PST)
Alert Number: 1705- 0006A
Current Status: Resolved
Priority: High
System Impacted: eConnections
Information: Users are no longer reporting connectivity issues with eConnections modules.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 05/25/2017
Time: 9:20 AM (PST)
Alert Number: 1705-0005
Current Status: Resolved
Priority: High
System Impacted: eConnections access
Information:
When attempting to change passwords in eConnection clients may receive an error message “Failed to check authenticity of user” or “Services are temporarily unavailable”. Traffic has been moved away from the failing server so no impact should be seen at this time..

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 05/23/2017
Time: 05:30 AM (PDT)
Alert Number: 1705-0003A
Current Status: Resolved
Priority: High
System Impacted: Authorization Detail File (ADF)

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 05/23/2017
Time: 03:45 AM (PDT)
Alert Number: 1705-0004A
Current Status: Resolved
Priority: High
System Impacted: Capture Detail File (CDF)
Information: TSYS Acquiring Solutions has resolved the issue with Capture Detail Files (CDF) delivery delays.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 5/8/2017
Time: 4:15 AM (PST)
Alert Number: 1705- 0002
Current Status: Resolved
Priority: High
System Impacted: Authorizations
Information: Between 12:30 AM PT through 3:00 AM PT time outs with Visa authorizations may have been seen between the East and West Coast.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 5/2/2017
Time: 3:45 PM (PST)
Alert Number: 1705- 0001A
Current Status: Resolved
Priority: High
System Impacted: Authorizations
Information: Visa Pre-Authorizations are getting valid approvals. Visa rolled back an implemented change to resolve the issue.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 3/30/2017
Time: 3:50 PM (PDT)
Alert Number: 1703- 0007A
Current Status: Resolved
Priority: High
System Impacted: VPN Connectivity to Clearing & Settlement
Information: Clients are now able to access green screens and XMLM via VPN without latency.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 3/30/2017
Time: 1:20 PM (PDT)
Alert Number: 1703- 0008A
Current Status: Resolved
Priority: High
System Impacted: VPN Connectivity
Information: East coast VPN connections are now up and clients are processing normally.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 03/27/2017
Time: 16:45 PM (EST)
Clients Impacted: Clients participating in TSYS Clearing and Settlement
Alert Number: 1703-0005
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-1
System Impacted: Clearing and Settlement
Impact: TSYS has identified Visa and MasterCard activity from certain vendor capture files that were not cleared in the Sunday outgoing on 03/26/17. This activity was cleared today Monday 03/27/17. Impacted clients may see an outage in Visa / MasterCard Settlement or P&V balancing. If clients need assistance with balancing for the weekend work, please open an SOS request and we can assist.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 03/20/2017
Time: 11:15 AM (PDT)
Alert Number: 1702-0006B
Current Status: Resolved
Priority: High
System Impacted: Terminal Downloads
Information: TSYS has resolved the issue with terminal downloads receiving “No Parameters” and “Terminal Not Available” responses.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 3/10/2017
Time: 10:15 PM (PST)
Alert Number: 1703- 0004A
Current Status: Resolved
Priority: High
System Impacted: ACH
Information: TSYS has implemented a permanent fix and DDA changes are populating appropriately. All prior DDA changes have been updated in our Merchant Accounting System.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 01/25/2017
Time: 17:50 PM (EST)
Clients Impacted: Clients participating in TSYS Clearing and Settlement
Alert Number: 1701-0004
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-1
System Impacted: Clearing and Settlement
Impact: TSYS has identified an increase in Individual Rejects for reason code INVALID CARD ACTIVATED TERMINAL INDICATOR.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 11/7/2016
Time: 1:50 PM (PST)
Alert Number: 1611-0001A
Current Status: Resolved
Priority: High
System Impacted: PASS Products
Information: TSYS Acquiring Solutions has fixed the issue for users attempting to access Merchant Center. A clearing of cookies, cache, and browsing history may be required in some cases.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


 

October 25, 2016

Please communicate the following unscheduled system maintenance:
Start Time: Wednesday, October 26, 2016 at 12:00 AM PST
End Time: Wednesday, October 26, 2016 at 3:00 AM PST

Systems Impacted: Saratoga and Sierra disconnects; ADF, CDF and D256 delays

Impact:
TSYS Acquiring Solutions will be performing maintenance on Wednesday, October 26, 2016 starting at 12:00 am PST until Wednesday, October 26, 2016 at 3:00 am PST. During this time, Saratoga and Sierra users may experience intermittent disconnects. In addition, there may be delays with ADF, CDF and D256 transmissions.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 10/26/2016
Time: 3:25 PM (PST)
Alert Number: 1610-0008C
Current Status: Resolved
Priority: High
System Impacted: American Express Funding
Information: TSYS Acquiring Solutions has resubmitted all non-funded American Express transactions as of this afternoon.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 10/22/2016
Time: 10:10 PM (PST)
Alert Number: 1610-0008A
Current Status: Resolved
Priority: High
System Impacted: American Express Funding
Information: TSYS Acquiring Solutions has fixed the issue causing funding impacts to American Express transactions for some ESA merchants.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 10/21/2016
Time: 2:05 PM (EST)
Clients Impacted: All clients participating in Clearing and Settlement Discover settlement
Alert Number: 1610-0007
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-1
System Impacted: Clearing and Settlement – Discover settlement
Impact: TSYS has identified that the second outbound Discover MAP settlement file for Thursday, Oct 20, 2016, missed the Discover settlement processing window. The file was successfully delivered by the cut-off window, but it did not post to Discover’s system prior to the 6am ET cut-off. The activity will be included in settlement totals for the next day – processing date of Friday, Oct 21, 2016.
Clients who experienced an outage in outgoing balancing for Oct 20 can expect to see an offset in the next day’s balancing.
Next Update:

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 10/15/2016
Time: 7:00 PM (PST)
Alert Number: 1610- 0004A
Current Status: Resolved
Priority: High
System Impacted: American Express Settlement
Information: TSYS Acquiring Solutions has determined the increased soft rejects for reason code “2069 Merchant not enabled for SafeKey” are not impacting. Transactions are being funded as normal and no fees are being assessed. TSYS will continue to work with American Express to reduce the errors.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 10/06/2016
Time: 3:41 PM (PST)
Alert Number: 1610- 0003
Current Status: Resolved
Priority: High
System Impacted: Express
Information: Development teams fixed the issue and users are no longer experiencing slowness.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-35


Date: 09/15/2016
Time: 14:50 (ET)
Clients Impacted: Clients who utilize TSYS Clearing and Settlement
Alert Number: 1609-0003A
IM Ticket IM2546957
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-2
System Impacted: Clearing and Settlement
Update: TSYS has confirmed Discover experienced a delay while processing the last TSYS clearing file for September 14, 2016, and the file missed the end of day cut-off. Therefore, that activity will be delayed for settlement by one day. Merchant funding was not impacted. Clients should see an offset tomorrow for any outages encountered today in their Discover MAP balancing.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 9/10/2016
Time: 4:48 AM (PST)
Alert Number: 1609- 0002
Current Status: Resolved
Priority: High
System Impacted: File Deliveries
Information: TSYS Acquiring Solutions has identified an issue preventing the delivery of Cycle 02 D256 and Direct Delivery files. Technical teams have resolved the issue and all of the files have been delivered as of 04:40 PST

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 09/09/2016
Time: 09:30AM (PDT)
Clients Impacted: All clients that utillize Dial Pay
Alert Number: 1609-0001A
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-1
System Impacted: Dial Pay Authorizations
Impact: TSYS Acquiring Solutions has been notified the Dial Pay system is returning a response of “currently unable to access information needed to process authorizations at this time, please call back in 15 minutes.” Dialpay is working with the vendor on a resolution.
Update: The vendor repaired a fiber cut and Dial Pay restored services.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545

 


Date: 09-03-2016
Time: 12:18 AM (PST)
Incident Start Time: 09/02/2016 07:45:00 PM (PST)

Incident End Time:
09/03/2016 12:16 AM (PST)
Clients Impacted: PASS Merchants
Alert Number: 1609 – 0001A
Ticket Number : IM2542859

Current Status: Resolved

Severity / Priority: High
System Impacted: PASS

Description: TSYS Acquiring Solutions has identified an issue where capture for a few PASS merchants may be delayed.

Update:
The issue was fixed and capture process was Re-run. Technical Teams will continue to research the root cause.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 9/2/2016
Time: 15:35 PM (PST)
Clients Impacted: Recipients that receive electronic statements via e-mail from merchantstatement@approcessing.com
Current Status: Resolved
Severity / High
System Impacted: Merchant Statements Delivery
Impact:
Atlantic Pacific Processing Systems experienced some technical difficulties in processing and delivering merchant statements on Friday, September 2, 2016 starting at 3:35 pm PST until 5:00 pm PST. This issue may have caused merchants to receive an incorrect merchant statement from one of many clients. We have processed all merchant statements and correct merchant statement have been redelivered to correct recipients. We apologize for any inconvenience we might have caused.
Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545


Date: 08-31-2016
Time: 1:48 AM (PST)
Incident Start Time: 08/30/2016 07:45:00 PM (PST)

Incident End Time:
08/31/2016 12:45 AM (PST)
Clients Impacted: PASS Merchants
Alert Number: 1608 – 0008
Ticket Number : IM2541264

Current Status: Resolved

Severity / Priority: High
System Impacted: PASS

Description: TSYS Acquiring Solutions has identified an issue where capture for a few PASS merchants may be delayed.

Update:
The issue was fixed and capture process was Re-run. Technical Teams will continue to research the root cause.

Note: If you have any questions concerning this alert, please contact your TSYS Acquiring Solutions Relationship Manager.


Date: 08/30/2016
Time: 17:30 (ET)
Clients Impacted: Clients who utilize TSYS Portfolio Pricing Manager (PPM)
Alert Number: 1608-0007A
IM Ticket IM2540579
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-2
System Impacted: Clearing and Settlement
Update: TSYS has confirmed that volume is now posting to the Visa Authorization Verification Fees.
PPM clients can expect to see volume post to the “Domestic Auth Verification” and “International Auth Verification” items as of 08/30/16.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Please communicate the following unscheduled system maintenance:
Start Time: Wednesday, August 31, 2016 at 6:00 PM PST
End Time: Wednesday, August 31, 2016 at 10:00 PM PST

Systems Impacted: e-connections PPM module and MAP

Impact:
TSYS Acquiring Solutions will be performing maintenance on Wednesday, August 31, 2016 starting at 6:00 pm PST until Wednesday, August 31, 2016 at 10:00 pm PST. During this time, e-connections users may experience intermittent disconnects within the PPM module and there will also be intermittent disconnects in the MAP system.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 08/24/2016
Time: 14:20 (ET)
Clients Impacted: Clients who utilize Clearing and Settlement
Alert Number: 1608-0006B
IM Ticket IM2538472
Current Status: Resolved
Severity / Priority: Severity-2 / Priority-2
System Impacted: Clearing and Settlement
Update: TSYS received confirmation that the authorization vendor implemented a code correction on the afternoon of 8/23.

Therefore, clients can expect the increases in rejects for reason INVALID CARD ACTIVATED TERMINAL INDICATOR and INVALID POS DATA CODE to only last for a day or two. Some clients may have seen the increase start on Monday 8/22, while other clients would see increases starting 8/23 Tuesday.

We expect this reason code to go back to normal by MRA date 8/24 or 8/25.
Based on validation TSYS has performed, the rejects for this authorization vendor contained a “5” in the 5th position of the POS Data Code, and a “1” in the 7th position of the POS Data Code.

To correct these rejects, TSYS suggests using the following logic:
If Reject Reason=130, MOTO=7, CAT=6, and POS Data Code contains 5 & 1 in sub-field 5 and 7……change the POS Data Code sub-field 7 to a “S” and type a “C” to correct
If Reject Reason=233, MOTO=1 or 2, CAT=blank, and POS Data Code contains 5 & 1 in sub-field 5 and 7….change the POS Data sub-field 5 to a “1” and type a “C” to correct
Each client may have additional scenarios of rejects 130 and 233 that are normal rejects and are not related to the auth vendor’s issue.

For those scenarios, please correct them as you normally would.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 08/22/2016
Time: 10:20 AM (PDT)
Clients Impacted: Clients utilizing eConnections
Alert Number: 1608-0006
Current Status: Resolved
Priority: High
System Impacted: eConnections

Description: eConnections is no longer experiencing intermittent log-in issues.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 08/11/2016
Time: 2:30 PM (PST)
Clients Impacted: Clients utilizing Portfolio Pricing Module
Alert Number: 1608-0005
Current Status: Resolved
Priority: High
System Impacted: eConnections Portfolio Pricing Module and Profitability Reports

Description: TSYS Acquiring Solutions has identified a system issue that has impacted the counts for some of the items within the Miscellaneous Per Item fee category in PPM. This may have caused inflated billing to merchants and/or inflated expense amounts in the profitability reports and files. This issue occurred in the months of April, May and July. Reporting is being prepared and will be provided to clients who are impacted by this issue.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 08/10/2016
Time: 11:30 AM (PST)
Clients Impacted: Clients executing dial downloads
Alert Number: 1608-0004A
Current Status: Resolved
Priority: High
System Impacted: Dial Downloads

Information: Please disregard the earlier notification. All downloads, including dial and IP, are processing normally.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 07-29-2016
Time: 10:00 AM (PST)
Incident StartTime: 07/28/2016 04:15:00 PM (PST)
Incident End Time 07/29/2016 09:50:00 AM (PST)
Clients Impacted: Downloads
Alert Number: 1607-0005B
Ticket Number : IM2528714

Current Status: Resolved

Severity / Priority: Severity-2 / Priority-1
System Impacted: IngEstate Terminals

Description: IngEstate Standalone downloads are now available.

Impact: This issue was resolved at 09:50 AM (PST).

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 07-15-2016
Time: 09:15 AM (PST)

Clients Impacted: Downloads
Alert Number: 1607-0003A

Current Status: RESOLVED

Severity / Priority: Severity-2 / Priority-1
System Impacted: Verifone Terminals

Description: TSYS Acquiring Solutions experienced an issue with Verifone EMA Dial terminals. When the terminal called in to check for updates, the terminal received an error.

Resolution: Verifone EMA downloads are now processing as normal.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 07-08-2016
Time: 07:45 PM (PST)
Incident StartTime: 07/08/2016 01:51:00 PM (PST)
Clients Impacted: All Clients
Alert Number: 1606 – 0010A

Current Status: RESOLVED

Severity / Priority: Severity-2 / Priority-1
System Impacted: Auth/Capture/File Transfer/MMS

Description: Users may be experiencing intermittent connectivity issues to TSYS. File Transfer, Authorization and Capture, and MMS users have been affected. If you are connecting to the West Coast IP, please use the East Coast IP.

Resolution: Service was restored at 07:40 PM (PT)

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.


Date: 07-08-2016
Time: 11:40 PM (PST)
Incident StartTime: 07/08/2016 05:00:00 PM (PST)
Incident End Time 07/08/2016 11:24:00 PM (PST)
Clients Impacted: ADF Clients
Alert Number: 1607 – 0001C

Current Status: RESOLVED

Severity / Priority: Severity-2 / Priority-2
System Impacted: ADF File Delivery Delays

Description: Authorization Detail File (ADF) deliveries were delayed.

Impact: This issue was resolved at 11:24:00 PM (PST)

Resolution : ADF file creations and deliveries are no longer behind.

Note: If you have any questions concerning this alert, please contact Client Services 800-635-3545.