Database Encryption does not match Encryption Key, you will not be able to see credit cards (Desktop)
This article is only for VM Desktop users who process credit cards through Vital/Visanet/Tsys or Moneris.
What does this message mean?
If your credit card processor is Vital/Visanet/Tsys or Moneris, you have plugged into your Server computer an encryption key.
The message means that either the key is missing or not matching. In most cases, it is just not recognized anymore.
To remember what is the encryption key, click HERE.
What to do when I have this message?
Most of the time, the issue is only that the system does not read the key anymore.
Restart your computer and the USB port will reboot and the key will be recognized at the reopening of Visual Matrix.
If the error is on a client computer, make sure you do not have the error on the server itself also.
If you do not encounter the error on the server, only restart the client station.
If you do encounter the error on the server, rebooting the client station will not resolve the issue. Reboot first the server computer and then log out and back into Visual Matrix on the client station.
If you do still have the message after a reboot, please contact our Product Support, as this can be a "business standstill" situation, it is considered as a Priority Critical Level.
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