**FAQ - Elavon (PMS)
Why are we experiencing timeout issues with our pinpad?
Timeout issues can occur when the timeout setting in Fortis is set too short. For example, if a pinpad is configured with a 30-second timeout, it may complete the authorization in Fortis but time out in Visual Matrix. When this happens, the transaction may appear in VM with an error, such as ??-XXXX-XXX, even though it was successfully processed in Fortis.
To resolve this, the timeout setting in Fortis should be adjusted to match the configuration of other working pinpads. If you’re experiencing similar issues, we recommend contacting Fortis support to verify and update your timeout settings as needed.
If errors continue after making this adjustment, document the transaction details (time, card type, and amount) and reach out to support for further assistance.
What does "OE: SWITCH DOWN" mean when trying to authorize cards?
This error message from Elavon indicates an outage with their Fusebox system.
What does Elavon Error 158 (E2E_Switch_Line_Down) mean?
Elavon Error 158 (E2E_Switch_Line_Down) indicates a communication issue on Elavon’s side, not within Visual Matrix.
This error typically appears on the screen instead of the PIN pad prompting for card entry, preventing transactions from being processed.
Why does this happen?
This message usually occurs when Elavon is performing a “Brown Out” on your property. During this process, the PIN pad software may require an update or reconfiguration to maintain communication with Elavon’s systems.
How can I resolve this?
This issue cannot be resolved within Visual Matrix. You must contact Elavon Support directly.
- Call (866) 265-6225.
- Inform them that you are experiencing Error 158 (E2E_Switch_Line_Down).
- Mention that your property may be affected by a “Brown Out.”
- Request that your PIN pad software be updated and configured accordingly.
Once Elavon completes the update, the issue should be resolved, and transactions should process normally.
Important
This is a processor-side issue, and Visual Matrix cannot troubleshoot or fix this error. All resolution steps must be handled by Elavon Support
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