Shared Service Center Troubleshooting

The following section presents solutions to some of the error messages you may receive when working with the Acquirer Platform. Oftentimes the error messages you receive can be resolved immediately with just a few keystrokes. We encourage you to use the following sections as your first source for solving error messages.

File Update Error Messages

I-File update failed. Issuer rejected

Problem: Received error message I-FILE UPDATE FAILED. Issuer rejected.

Solution: You should follow offline procedures to process this transaction. This message will print to the Credit Union Services’ printer where our system experts will resolve the problem.

I-File update E Path busy. Implement manual procedures

Problem: Received error message I-FILE UPDATE E PATH BUSY. IMPLEMENT MANUAL PROCEDURES. Problem is being caused within the system or region.

Solution: You should follow offline procedures to process this transaction. This message will print to the Portico Customer Service printer where our system experts will resolve the problem.

Issuer Rejected Error Messages

Unable to Access Credit Union

Problem: You cannot access any credit union information for the guest member. The Issuer credit union may be new to the network or league and not all of the setup procedures have been completed.

Solution: Contact Portico Customer Service to escalate the issue to Level II support.

I-General denial. Issuer rejected

Problem: Received error message I-GENERAL DENIAL. ISSUER REJECTED. The guest member’s credit union denied this transaction. If the Issuer credit union was a Portico credit union, the usual cause is a hold on the account.

Solution: You must contact the Issuer credit union to continue processing this transaction. If the Issuer credit union allows you to continue, select the Force Post check box to complete the transaction.

I-Issuer rejected due to invalid account

Problem: Received error message I-ISSUER REJECTED DUE TO INVALID ACCOUNT. The guest member's credit union did not accept the account number sent as a valid account.

Solution: Did you type in the correct account number? If not, correct the account number now. If you did type in the correct account number, contact the Issuer credit union to verify the account number and how to manually service this guest member. If the Issuer credit union says it is the correct account number, contact Portico Customer Service to research the audit to see what number is actually being sent behind the scenes.

I-Issuer rejected due to invalid account specified

Problem: Received error message I-ISSUER REJECTED DUE TO INVALID ACCOUNT SPECIFIED. The guest member's credit union did not accept the account number sent as a valid account.

Unable to retrieve correct guest member information

Problem: You are unable to retrieve correct guest member information from the Issuer. An error may have occurred in the transmission.

Solution: Contact Portico Customer Service to escalate the issue to Level II support.

I-Issuer rejected due to insufficient funds

Problem: Received error message I-ISSUER REJECTED DUE TO INSUFFICIENT FUNDS. According to the Issuer credit union the member does not have enough funds to cover this request. This message can also occur if the guest member has a delinquent loan.

Solution: Double-check the balance on the account. If it appears there is enough money to cover this request, contact the Issuer credit union. If they approve the funds withdrawal, select the Force Post check box to complete the transaction.

I-Issuer rejected stating duplicate transaction

Problem: Received error message I-ISSUER REJECTED STATING DUPLICATE TRANSACTION. The Issuer credit union recognizes the transaction sent as one that was previously received.

Solution: If this is a new valid transaction, you must contact the Issuer credit union for instructions on servicing the member. You can complete the transaction offline or if authorized by the Issuer credit union, select the Force Post check box to complete the transaction.

I-Issuer rejected stating illegal transaction

Problem: Received error message I-ISSUER REJECTED STATING ILLEGAL TRANSACTION. The guest member's credit union did not accept this transaction.

Solution: Was the request completed properly? If yes, you will need to contact the Issuer credit union on how to service this guest member. If the Issuer credit union is a Portico customer, this message is received when the Issuer check box is not selected in the Service Center Options section on the Issuer's Credit Union Profile - Self Service tab.

I-Issuer rejected stating it was an invalid transaction

Problem: Received error message I-ISSUER REJECTED STATING IT WAS AN INVALID TRANSACTION. The Issuer credit union did not accept this transaction.

Solution: Was the request completed properly? If yes, you will need to contact the Issuer credit union on how to service this guest member.

I-Issuer rejected stating TXN exceeds withdrawal limits

Problem: Received error message I-ISSUER REJECTED STATING TXN EXCEEDS WITHDRAWAL LIMITS. The guest member's request exceeds the daily withdrawal limits set by the Issuer credit union.

Solution: Explain to the guest member and/or contact the Issuer credit union on how to service this request.

I-Unable to locate record on file. Issuer rejected.

Problem: Received error message I-UNABLE TO LOCATE RECORD ON FILE. ISSUER REJECTED. The Issuer credit union was unable to match the information sent (ATM ID, Account Number or SSN) to a member record in their files.

Solution: Contact the Issuer credit union on how to service this request.

Message Error Messages

I-Interface is out-of-service. Message was not transmitted

Problem: Received error message I-INTERFACE IS OUT-OF-SERVICE. MESSAGE WAS NOT TRANSMITTED. The system is unable to make a connection with the Issuer credit union. The problem is either at the Issuer credit union or at the league or network.

I-Issuer or switch is inoperable. Unable to send message

Problem: Received error message I-ISSUER OR SWITCH IS INOPERABLE. UNABLE TO SEND MESSAGE. The system is unable to make a connection with the Issuer credit union. The problem is probably at the league or network (Deluxe).

Solution: Contact your league or network about the error message. To continue processing this transaction, you must contact the Issuer credit union. If the Issuer credit union allows you to continue, select the Force Post check box to complete the transaction.

I-Invalid message type. Message was not transmitted

Problem: Received error message I-INVALID MESSAGE TYPE. MESSAGE WAS NOT TRANSMITTED. The system did not format and transmit a valid message.

Solution: You should follow offline procedures to process this transaction. This message will print to the Portico Customer Service printer where our system experts will resolve the problem.

I-Message compression failure. Implement manual procedures

Problem: Received error message I-MESSAGE COMPRESSION FAILURE. IMPLEMENT MANUAL PROCEDURES. The problem is being caused within the system and/or region.

Solution: You should follow offline procedures to process this transaction. This message will print to the Portico Customer Service printer where our system experts will resolve the problem.

I-Network unable to complete routing. Message not sent

Problem: Received error message I-NETWORK UNABLE TO COMPLETE ROUTING. MESSAGE NOT SENT.

Solution: You should follow offline procedures to process this transaction. This message will print to the Portico Customer Service printer where our system experts will resolve the problem.

5000 Series Error Messages

Error Message 5000

Problem: Received error message I-ISSUER CREDIT UNION COMPLETE-UNABLE TO DISPLAY UPDATED INFORMATION (5000). This message is displayed when the transaction completes but the system is unable to display updated account information. The system found a problem with the quantity of share, loan and/or investment accounts that were sent. For example, a number of share accounts sent did not contain a numeric value.

Solution: Note the date and time of the transaction, the type of transaction being performed (an account inquiry or a financial transaction) and the Issuer credit union, or screen print if possible. Contact Portico Customer Service.

Error Message 5001

Problem: Received error message I-ISSUER CREDIT UNION COMPLETE-UNABLE TO DISPLAY UPDATED INFORMATION (5001). This message is displayed when the transaction completes but the system is unable to display updated account information. The number of shares specified as being sent did not match the actual number of share accounts sent in the message. For example, 3 share accounts were specified as being sent when actually only 2 or 4 share accounts were sent.

Solution: Be aware that any displayed share information may not be complete, since a problem occurred.

Error Message 5002

Problem: Received error message I-ISSUER CREDIT UNION COMPLETE-UNABLE TO DISPLAY UPDATED INFORMATION (5002). This message is displayed when the transaction completes but the system is unable to display updated account information. The number of loans specified as being sent did not match the actual number of loan accounts sent in the message. For example, 3 loan accounts were specified as being sent when actually only 2 or 4 loan accounts were sent.

Solution: Be aware that any displayed loan information may not be complete, since a problem occurred.

Error Message 5003

Problem: Received error message I-ISSUER CREDIT UNION COMPLETE - UNABLE TO DISPLAY UPDATED INFORMATION (5003). This message is displayed when the transaction completes but the system is unable to display updated account information. The number of investments specified as being sent did not match the actual number of investment accounts sent in the message. For example, 3 investment accounts were specified as being sent when actually only 2 or 4 investment accounts were sent.

Solution: Be aware that any displayed investment information may not be complete, since a problem occurred.

Error Message 5004

Problem: Received error message I-I-ACCT XXXXXXXXX NOT DISPLAYED. TRANSMISSION ERROR 5004 where XXX is the account number, and if applicable, an equal sign followed by the share account with the error. The transaction completes but the system is unable to display updated account information. The system found a problem in the share account information being unloaded for the first time. For example, a date field that did not contain all numbers.

Solution: Be aware that any displayed share information may not be complete, since a problem occurred.

Error Message 5005

Problem: Received error message I-I-ACCT XXXXXXXXX NOT DISPLAYED. TRANSMISSION ERROR 5005 where XXX is the account number, and if applicable, an equal sign followed by the loan account with the error. The transaction completes but the system is unable to display updated account information. A loan account could not be used for processing.

Solution: Do not attempt to re-verify the member. If the account desired is not displayed on the Transaction tab, you can perform an account inquiry, which should re-send the account information and avoid the error message.

Error Message 5006

Problem: Received error message I-I-ACCT XXXXXXXXX NOT DISPLAYED. TRANSMISSION ERROR 5006 where XXX is the account number, and if applicable, an equal sign followed by the investment account with the error. The transaction completes but the system is unable to display updated account information. The system found a problem in the investment account information being unloaded for the first time. For example, a date field that did not contain all numbers.

Solution: Be aware that any displayed investment information may not be complete, since a problem occurred.

Error Message 5008

Problem: Received error message I-I-ACCT XXXXXXXXX NOT DISPLAYED. TRANSMISSION ERROR 5008 where XXX is the account number, and if applicable, an equal sign followed by the share account with the error. This message is displayed when the transaction completes but the system is unable to display updated account information. The system found a problem in the updated share account information the Issuer credit union sent back. For example, a date field that did not contain all numbers.

The difference between the 5008 error message and the 5004 error message is the 5004 message refers to a problem on a share account the system is receiving for the first time. The 5008 error message refers to a problem on a share account previously received (during the member verification or account inquiry) and the system was just trying to update the existing share information (usually after a financial transaction occurred on that account).

Solution: Be aware that any displayed share information may not be complete, since a problem occurred.

Error Message 5009

Problem: Received error message I-I-ACCT XXXXXXXXX NOT DISPLAYED. TRANSMISSION ERROR 5009 where XXX is the account number, and if applicable, an equal sign followed by the loan account with the error. This message is displayed when the transaction completes but the system is unable to display updated account information. The system found a problem in the updated loan account information the Issuer credit union sent back. For example, a date field that did not contain all numbers.

The difference between the 5009 error message and the 5005 error message is the 5005 message refers to a problem on a loan account the system is receiving for the first time. The 5009 error message refers to a problem on a loan account previously received (during the member verification or account inquiry) and the system was just trying to update the existing loan information (usually after a financial transaction occurred on that account).

Solution: Be aware that any displayed share information may not be complete, since a problem occurred.

Error Message 5010

Problem: Received error message I-I-ACCT XXXXXXXXX NOT DISPLAYED. TRANSMISSION ERROR 5010 where XXX is the account number, and if applicable, an equal sign followed by the investment account with the error. This message is displayed when the transaction completes but the system is unable to display updated account information. The system found a problem in the updated investment account information the Issuer credit union sent back. For example, a date field that did not contain all numbers.

The difference between the 5010 error message and the 5006 error message is the 5006 message refers to a problem on an investment account the system is receiving for the first time. The 5010 error message refers to a problem on an investment account previously received (during the member verification or account inquiry) and the system was just trying to update the existing investment information (usually after a financial transaction occurred on that account).

Solution: Be aware that any displayed share information may not be complete, since a problem occurred.

Error Message 5011

Problem: Received error message I-XX ACCOUNTS NOT DISPLAYED. TRANSMISSION ERROR (5011), where XX is the number of accounts that were not able to be loaded. The transaction completes but the system is unable to display updated account information. The system found problems in the information the Issuer credit union sent back on multiple accounts. These errors occurred on account information the system was receiving for the first time, usually on the member verification.

Solution: Be aware any displayed share information may not be complete, since a problem occurred.

Error Message 5012

Problem: Received error message I-XX ACCOUNTS NOT DISPLAYED. TRANSMISSION ERROR (5012), where XX is the number of accounts that were not able to be updated from the previous time they were received. The transaction completes but the system is unable to display updated account information. The system found problems in the updated information the Issuer credit union sent back on multiple accounts. These errors occurred on account information the system previous received and was attempting to update.

Solution: Be aware any displayed share information may not be complete, since a problem occurred.

Error Message 5013

Problem: Received error message I-TRANSMISSION TRUNCATED BY ISSUER, INCOMPLETE ACCOUNT INFO (5013). The transaction completes but the system is unable to display updated account information. The system found a truncated record in the information the Issuer credit union sent back.

Solution: Be aware any displayed share information may not be complete, since a problem occurred.

Error Message 5014

Problem: Received error message I-INVALID REQUEST TYPE - XX (5014) where XX indicates the request type. This is an internal error that should never be seen and indicates the SSC Transaction is trying to display a record other than a S (share), L (loan) or I (investment).

Solution: Contact Portico Customer Service to alert them you have encountered this problem. Note the date and time of the transaction, the type of transaction being performed (an account inquiry or a financial transaction) and the Issuer credit union. Print the screen, if possible.

8000 Series Error Messages

Error Message 8000

Problem: Received error message I-ISSUER TXN COMPLETE - UNABLE TO REPORT HISTORY INFORMATION (8000). The transaction completes but the system is unable to print history information for the account. The system found a problem with the quantity of share, loan, and/or investment history transactions that have been returned. For example, the number of share history transactions returned did not contain a numeric value.

Error Message 8001

Problem: Received error message I-ISSUER TXN COMPLETE - UNABLE TO REPORT HISTORY INFORMATION (8001). The transaction completes but the system is unable to print history information for the account. The system found a difference between the quantity of share history information specified as being sent and the actual quantity of share history information sent. For example, 3 share history transactions were specified as being sent when actually only 2 or 4 share history transactions were sent.

Solution: Contact Portico Customer Service to alert them you have encountered this problem. Note the date and time of the transaction and the Issuer credit union. Print the screen, if possible.

Error Message 8002

Problem: Received error message I-ISSUER TXN COMPLETE - UNABLE TO REPORT HISTORY INFORMATION (8002). The transaction completes but the system is unable to print history information for the account. The system found a difference between the quantity of loan history information specified as being sent and the actual quantity of loan history information sent. For example, 3 loan history transactions were specified as being sent when actually only 2 or 4 loan history transactions were sent.

Solution: Contact Portico Customer Service to alert them you have encountered this problem. Note the date and time of the transaction and the Issuer credit union. Print the screen, if possible.

Error Message 8003

Problem: Received error message I-ISSUER TXN COMPLETE - UNABLE TO REPORT HISTORY INFORMATION (8002). The transaction completes but the system is unable to print history information for the account. The system found a difference between the quantity of investment history information specified as being sent and the actual quantity of investment history information sent. For example, 3 investment history transactions were specified as being sent when actually only 2 or 4 investment history transactions were sent.

Solution: Contact Portico Customer Service to alert them you have encountered this problem. Note the date and time of the transaction and the Issuer credit union. Print the screen, if possible.

Transaction Complete Error Messages

Usually on successful financial transactions, the Issuer credit union sends back the updated balances on the accounts involved in the transaction. When the Issuer credit union is unable to send updated information or just wants to alert the teller to a special condition, the following messages can appear. These error messages generally occur while using the Transaction tab.

I-Transaction complete for partial payment

Problem: Received error message I-TRANSACTION COMPLETE FOR PARTIAL PAYMENT. The Issuer credit union completed the transaction, but did not send back the updated balances on the accounts.

Solution: If you are ready to perform another transaction for the same guest member, click New on the Transaction tab. To perform transactions for a different guest member, click the clear icon on the tool bar.

I-Transaction complete. No updated balances sent back

Problem: Received error message I-TRANSACTION COMPLETE. NO UPDATED BALANCES SENT BACK. The Issuer credit union completed the transaction, but did not send back the updated balances on the accounts.

I-TXN Complete. Displaying updated balances sent

Problem: Received error message I-TXN COMPLETE. DISPLAYING UPDATED BALANCES SENT. The Issuer credit union completed the transaction, and returned updated account balances.

I-TXN Complete. Only updated available/ payment balance sent

Problem: Received error message I-TXN COMPLETE. ONLY UPDATED AVAILABLE/PAYMENT BALANCE SENT. The Issuer credit union completed the transaction, but only sent back the updated available (credit limit) balance and payment amount.

I-TXN Complete. Only updated total/principal balance sent

Problem: Received error message I-TXN COMPLETE. ONLY UPDATED TOTAL/PRINCIPAL BALANCE SENT. The Issuer credit union completed the transaction, but only sent back the updated principal balance.

Miscellaneous Error Messages

I-Balances not available

Problem: Received error message I-BALANCES NOT AVAILABLE because the Issuer credit union is unable to provide account balance information.

Solution: To receive updated account balance information, you must contact the Issuer credit union directly.

I-No free queue entries. Implement manual procedures

Problem: Received error message I-NO FREE QUEUE ENTRIES. IMPLEMENT MANUAL PROCEDURES. There is a problem in the SAFE program part of the system.

Solution: You should follow offline procedures to process this transaction. This message will print to the Portico Customer Service printer where our system experts will resolve the problem.

I-Request rejected. Enter a lesser amount

Problem: Received error message I-REQUEST REJECTED. ENTER A LESSER AMOUNT.

Solution: A smaller transaction amount is needed.

I-Limit exceeded due to cashback amount

Problem: Received error message I-LIMIT EXCEEDED DUE TO CASHBACK AMOUNT. This request exceeds the daily cash withdrawal limit set by the Issuer credit union.

Solution: You can choose to not give the guest member cash or to contact the Issuer credit union to establish the cash amount you can give the guest member.

I-Transaction not permitted to terminal

Problem: Received error message I-TRANSACTION NOT PERMITTED TO TERMINAL. The Issuer credit union does not allow this type of activity for this guest member. This usually occurs when a transaction is attempted on an investment account.

Solution: Contact the Issuer credit union for help on why this activity cannot be performed for this guest member.

I-Unable to process this transaction at this time

Problem: Received error message I-UNABLE TO PROCESS THIS TRANSACTION AT THIS TIME. Usually indicates an offline condition with the Issuer credit union.

Solution: Retry the transaction and/or contact the Issuer credit union. If the Issuer credit union allows you to continue, select the Force Post check box to complete the transaction.

I-Account display request specifies not account types

Problem: Received error message I-ACCOUNT DISPLAY REQUEST SPECIFIES NOT ACCOUNT TYPES. The Transaction tab did not request which accounts to see causing the account listing grid to be blank.

I-Issuer not specified in utility commarea

Problem: Received error message I-ISSUER NOT SPECIFIED IN COMMAREA. The selected Issuer credit union on the Transaction tab was not found to perform the correct edits/criteria against the information that was entered by the user, such as member number length, member number accepting alphanumerics, SSN can be substituted for member number, etc.

Solution: Try the Transaction tab again. If the error occurs again, make note of the selected Issuer credit union and the information you were entering and contact Portico Customer Service.

I-Interface is idle. Implement manual procedures

Problem: Received error message I-INTERFACE IS IDLE. IMPLEMENT MANUAL PROCEDURES because the system is unable to make a connection with the Issuer credit union. The problem is either at the Issuer credit union or at the switch (Fiserv Card Services).

Solution: You must contact the Issuer credit union to continue processing this transaction. I If the Issuer credit union allows you to continue, select the Force Post check box to complete the transaction.

I-System malfunction

Problem: Received error message I-SYSTEM MALFUNCTION. The system is unable to route the transaction because it cannot make a connection with the Issuer credit union. The problem is either at the Issuer credit union or at the switch (Fiserv Card Services).

I-Teller date 09/03/16 must equal current date 09/06/16

Problem: The error message I-TELLER DATE 09/03/16 MUST EQUAL CURRENT DATE 09/06/16 is received because all transactions are completed for current day and must have the current date. This error message generally occurs while using the Transaction tab.

Solution: Close your teller drawer. Upon completing balancing for the previous day, you can open your teller for today’s date. The Transaction tab can now be used.

I-Application ID or CUID not found on ISO File (IT00)

Problem: The error message I-APPLICATION ID OR CUID NOT FOUND ON ISO FILE (IT00) is received because the application ID for your credit union was not entered on the ISOM Transaction. The application ID identifies which region (zone) your credit union resides in. This controls the credit union listing that displays on the Transaction tab. This error message generally occurs while using the Transaction tab.

Solution: Contact Portico Customer Service. They will need to add this information to your credit union’s ISOM Transaction.