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Paya issue/error

  • 1.  Paya issue/error

    Posted 02-12-2025 12:33

    e-mail from Paya:

    From: amhelp <amhelp@nuvei.com>
    Sent: Wednesday, February 12, 2025 12:11 PM
    Subject: Sage 100 Error

    Hello,

    I was informed that there was an update last night, please have them follow these steps below. But if they continue to have issues, please have them call 800.261.0240 option 1. 

    The merchants can check for all instances of Paya Connect Desktop in the Task Manager:

     

    Then right-click on Paya Connect Desktop (PCD) and then click on End task to shutdown all instances of PCD. 

     

    The merchants can start up Paya Connect Desktop again by clicking the MS Windows logo > Programs > Sage Payment Solutions > click on Paya Connect Desktop.

                    -----------------------------------------------------------------------------------------------------------------------------------

     

    Thank You,

    Rosa Cruz

    Partner Solutions

    O: 855.244.2542 | E: amhelp@nuvei.com

        



    ------------------------------
    Brett Zimmerman
    Net at Work
    Greater Boston Area
    ------------------------------


  • 2.  RE: Paya issue/error

    Posted 02-12-2025 12:34



    ------------------------------
    Brett Zimmerman
    Net at Work
    Greater Boston Area
    ------------------------------



  • 3.  RE: Paya issue/error

    Posted 02-12-2025 14:07

    Nuvei Update 3.0.0.19 (Paya Connect Desktop)



    ------------------------------
    Brett Zimmerman
    Net at Work
    Greater Boston Area
    ------------------------------

    Original Message


  • 4.  RE: Paya issue/error

    Posted 02-13-2025 11:33

    @Brett Zimmerman - If you install the Nuvei updatea, the credit card error is supposed to resolve itself?



    ------------------------------
    Jeff Schwenk
    Owner
    Bottomline Software, Inc.
    Waynesboro VA
    (540) 221-4444

    Improving bottom lines for over 25 years!
    ------------------------------

    Original Message


  • 5.  RE: Paya issue/error

    Posted 02-13-2025 11:57

    Doubtful but no idea.  It must be too much for Paya to simply update their Services status page.

    Sage City chatter - latest 11:22a ET:  "Just got off of a chat with them and they said it is a known issue.  They are working on a fix and will send out another update as soon as they can."



    ------------------------------
    Brett Zimmerman
    Net at Work
    Greater Boston Area
    ------------------------------

    Original Message


  • 6.  RE: Paya issue/error

    Posted 02-13-2025 12:36

    I was able to resolve for one client by following the instructions from Rosa Cruz above.

    Rosa Cruz's email may be a keeper for partners to have.  @Brett Zimmerman - is her email actually AMhelp@nuvei.com.  It appears so, but you never really know!



    ------------------------------
    Jeff Schwenk
    Owner
    Bottomline Software, Inc.
    Waynesboro VA
    (540) 221-4444

    Improving bottom lines for over 25 years!
    ------------------------------

    Original Message


  • 7.  RE: Paya issue/error

    Posted 02-13-2025 13:16

    I don't know if that e-mail address is hers specifically.



    ------------------------------
    Brett Zimmerman
    Net at Work
    Greater Boston Area
    ------------------------------

    Original Message


  • 8.  RE: Paya issue/error

    Posted 02-14-2025 14:38
    Important Notice from Sage:
    We want to inform you about a recently reported issue with our third-party vendor, Paya/Nuvei. When attempting to process invoices, you may encounter the message: "Unable to communicate with Paya Exchange. Try again or contact a Sage 100 Customer Support Representative." Additionally, you might be prompted to update Paya Exchange and encounter errors during the update process.
    Paya/Nuvei has acknowledged these issues and is actively working on a resolution. In the meantime, they have provided the following support articles for customers using Paya Connect Desktop Version 3.0.0.19 to install the necessary driver specifications:
    If you have further questions or need support, please contact Paya/Nuvei at 1-800-261-0240, Monday through Friday, 8 AM to 7 PM ET. You can also email them at support.paya@nuvei.com.
    Thank you for your understanding and patience.
    https://communityhub.sage.com/us/sage100/f/announcements/243037/important-notice-paya-nuvei-connection-issue-affecting-invoice-processing


    ------------------------------
    Madeline Stefanou
    RKL eSolutions, LLC
    ------------------------------



  • 9.  RE: Paya issue/error

    Posted 02-20-2025 09:07
    Edited by Wayne Schulz 02-20-2025 09:17

    I have a customer reporting this error first thing this AM ( 2/20/2025 9am ET )

    Correct version of Nuvei Terminal Driver is not installed. Please follow the instructions on the screen and install it. Restart the PCD after installing.

    Aside from the fact that many (most) customers won't have a clue what PCD is, do you know if this is part of Paya's service interruption?





    ------------------------------
    Wayne Schulz
    wayne@s-consult.com
    Schulz Consulting
    (860) 516-8990
    CT
    ------------------------------



  • 10.  RE: Paya issue/error

    Posted 02-20-2025 09:14

    @Wayne Schulz I don't think it was ever posted on the Nuvei Site as an interruption. Sage posted this on Sage Community Hub 
    https://communityhub.sage.com/us/sage100/f/announcements/243037/important-notice-paya-nuvei-connection-issue-affecting-invoice-processing  

    We want to inform you about a recently reported issue with our third-party vendor, Paya/Nuvei. When attempting to process invoices, you may encounter the message: "Unable to communicate with Paya Exchange. Try again or contact a Sage 100 Customer Support Representative." Additionally, you might be prompted to update Paya Exchange and encounter errors during the update process.

    Paya/Nuvei has acknowledged these issues and is actively working on a resolution. In the meantime, they have provided the following support articles for customers using Paya Connect Desktop Version 3.0.0.19 to install the necessary driver specifications:

    If you have further questions or need support, please contact Paya/Nuvei at 1-800-261-0240, Monday through Friday, 8 AM to 7 PM ET. You can also email them at support.paya@nuvei.com.

    Thank you for your understanding and patience.



    ------------------------------
    Madeline Stefanou
    RKL eSolutions, LLC
    ------------------------------

    Original Message


  • 11.  RE: Paya issue/error

    Posted 02-21-2025 08:46

    Having seen this problem a couple times - both on my system and on customer servers - here is what I think the issue is: 

    1. The nag screen for an update keeps happening. This prompts you to update to the latest PCD ( Paya Connect Desktop )

    2. If you answer YES you get to another screen and there is a button that asks if you want to install as Administrator ( don't be fooled because this doesn't seem to work)
    3. Click yes on that prompt to install as administrator. The install kicks off for a bit

    4. Then you come to the "Correct version of Nuvei Terminal Driver" error message

    5. Click ok

    6. Again get challenged UAC for admin rights and once you accept the Nuvei Terminal install comes up and completes

    Naturally practically no "regular" user of Sage 100 will have local admin rights. So this is where the error message can get stuck for many.



    ------------------------------
    Wayne Schulz
    wayne@s-consult.com
    Schulz Consulting
    (860) 516-8990
    CT
    ------------------------------



  • 12.  RE: Paya issue/error

    Posted 02-21-2025 11:49

    I just ran into that @Wayne Schulz upon installing paya on a new computer.  I clicked OK, went thru wizard, restarted paya, all set.



    ------------------------------
    Brett Zimmerman
    Net at Work
    Greater Boston Area
    ------------------------------

    Original Message


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