Update - We are continuing to work on a fix for this issue.
Jun 19, 16:13 CDT
Identified - On May 26, 2019, Verifone became aware of an issue that is causing certain VX and E Series payment terminals to continuously reboot. Verifone is working around the clock across all engineering sites to resolve this situation. A manual workaround to recover terminal functionality is provided below.

This issue could impact merchants who use a VX or E Series terminal and are on the TSYS or Global front end.

This issue has been isolated to Verifone’s CommServer. Any version of CommServer prior to 544 or 5441 is impacted. To troubleshoot the issue, please follow these steps depending on your terminal type. For IP terminals, follow: https://www.clearent.com/wp-content/uploads/2019/06/Verifone-IP-Entering-DHEAP-Instructions11.pdf
For Dial up terminals, follow: https://www.clearent.com/wp-content/uploads/2019/06/Verifone_Downloader_to_Remove_Certificates_V1.9_with_DIAL_IN_Instructions1.pdf

For more information, please contact 866.435.0666 Option 1, or to reach Verifone directly, call 800.342.9080, Option 2 to talk to a Verifone agent. The Verifone support team is available 24/7 to help troubleshoot this issue.
May 30, 13:13 CDT
Quest Transaction API ? Operational
Virtual Terminal Operational
Hosted Pay Page Operational
Quest Sandbox Testing Environment ? Operational
Compass Operational
Compass Portal Operational
Compass Reporting Operational
Express Merchant Funding (Next Day Funding) Operational
Standard Merchant Funding Operational
Transaction Authorization ? Operational
Boarding API Operational
Pax Cloud ? Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
had a major outage
had a partial outage
Past Incidents
Aug 20, 2019

No incidents reported today.

Aug 19, 2019

No incidents reported.

Aug 18, 2019
Completed - The scheduled maintenance has been completed.
Aug 18, 10:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 18, 07:00 CDT
Scheduled - We practice our Quest full site failover disaster recovery plan monthly. Our August exercise will take place on 8/18/2019 at 7:00 AM CDT and should be complete by 10:00 AM CDT. During this period, there can sometimes be a 30-60 second period where Quest, VT, or HPP transactions time out or error. Please retry these transactions.
Aug 14, 16:50 CDT
Aug 17, 2019
Resolved - This incident has been resolved. All reporting data from yesterday's volume is now available in Compass.
Aug 17, 20:24 CDT
Monitoring - Due to a processing problem, portions of last night's transaction data are not appearing in Compass. A fix has already been implemented and we are monitoring to ensure that the data appears during the next reporting update cycle. There has been no impact to merchant funding.
Aug 17, 12:21 CDT
Resolved - This incident has been resolved.
Aug 17, 12:22 CDT
Monitoring - Overnight file processing issues have caused a delay in EMF funding impacting a small percentage of customers. We believe we have identified the root cause and have implemented measures to correct the issues. We are now monitoring to ensure our changes have corrected the problems. Deposits will be processed today.
Aug 16, 07:26 CDT
Aug 16, 2019
Completed - The scheduled maintenance has been completed.
Aug 16, 15:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 16, 11:00 CDT
Scheduled - We practice our Horizon and Compass full site failover disaster recovery plan monthly. Our August exercise will take place on 8/16/2019 at 11:00 AM CDT and should be complete by 3:00 PM CDT. Compass users may lose their session and be required to log back in.
Aug 14, 16:49 CDT
Aug 15, 2019
Resolved - This incident has been resolved.
Aug 15, 09:07 CDT
Monitoring - A fix has been implemented and we are monitoring the results.
Aug 15, 08:25 CDT
Investigating - At approximately 2:10am CDT we began experiencing an outage of the Quest Sandbox. Production services are running smoothly, but teams are investigating the issues with the sandbox environment.
Aug 15, 02:58 CDT
Aug 14, 2019

No incidents reported.

Aug 13, 2019

No incidents reported.

Aug 12, 2019
Resolved - This incident has been resolved.
Aug 12, 00:53 CDT
Monitoring - A fix has been implemented and we are monitoring the results.
Aug 11, 23:08 CDT
Identified - We are experiencing degraded performance on the Quest gateway. Our team has been alerted and is working on the problem. In the meantime, you may experience slow transaction responses or timeouts.
Aug 11, 22:35 CDT
Aug 11, 2019
Resolved - This incident has been resolved. Between 02:17 and 02:55 CDT, users may have experienced slow responses or transaction timeouts.
Aug 11, 03:17 CDT
Monitoring - A fix has been implemented and we are monitoring the results.
Aug 11, 03:03 CDT
Investigating - We are experiencing degraded performance on the Quest gateway. Our team has been alerted and is working on the problem. In the meantime, you may experience slow transaction responses or timeouts.
Aug 11, 02:56 CDT
Aug 10, 2019

No incidents reported.

Aug 9, 2019
Resolved - This incident has been resolved.
Aug 9, 20:00 CDT
Identified - We have identified an overnight file was delayed attempting to persist the reporting data. All funding data was persisted successfully. Reporting data will be late for small population of customers. We are working to fix the delayed file response issue to eliminate any additional issues forthcoming. Updates will be posted as we continue to work the issue.
Aug 9, 06:18 CDT
Aug 8, 2019

No incidents reported.

Aug 7, 2019
Resolved - This incident has been resolved.
Aug 7, 17:09 CDT
Identified - One of our upstream providers is experiencing issues that are impacting availability of our Quest Sandbox environment. Users may experience "card issuer timed out" messages when attempting to run test transactions in Sandbox. We have escalated the issue, and are working to restore service as soon as possible.

Please note that this only affects the Sandbox environment. Production systems are functioning as normal.
Aug 7, 14:48 CDT
Aug 6, 2019
Resolved - This incident has been resolved.
Aug 6, 20:38 CDT
Monitoring - The source of the issue was found and resolved.
Aug 6, 11:36 CDT
Investigating - We have been experiencing issues with DNS response times to our services. This may cause pages, transactions, or api calls to intermittently fail. While the issue appears to have been temporary, we are monitoring and researching to determine the cause. Please retry any actions that have failed in the meantime.
Aug 6, 11:02 CDT