The Problem:
The merchant reached out because they were having issues with their Equinox Luxe 6200 processing transactions in AllwaysKB. We contacted Support. They advised that the device was on old software. After we updated the device the merchant experienced ENCR Not Responding Error while running a transaction.
The Diagnosis:
The Equinox device was running on old software that 3rd Party Support updated.
- 3rd Party Support update caused an encryption error when the merchant was trying to run transactions.
- The older version of the equinox software would run transactions without tokenization.
- Error Code: ENCR not responding Error.
- The new software version requires both tokens and voltage to be enabled on the VAR sheet. The previous version of the software did not require these enabled.
Solution:
- Request a Var from Paysafe with both “tokens” and “voltage” enabled on the VAR sheet.
- Once the file from 3rd Party Support is up to date and “tokens” and “voltage” are enabled on the VAR, download the parameter file onto the device.
- Download steps: Hold Green button> select menu> then setting> and then update config.
- Run a test transaction.
Summary:
The merchant reached out because they were having issues with Equinox processing transactions. We contacted 3rd Party support. They advised that the device was on old software. They updated the software, and the merchant immediately experienced a ENCR Not Responding Error on the luxe 6200 device while running a transaction. Accept.Blue told us to make sure that Tokens and Voltage are enabled on the VAR. We had Paysafe enable them and had the merchant run a download which resolved the issue.