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
Scheduled Maintenance
Site Failover - Compass/Boarding Jul 23, 15:00-16:00 CDT
Unplanned maintenance will be performed on the infrastructure servicing Compass and Boarding today at 3:00 pm CDT. In order to minimize interruptions during this activity, we will be transitioning traffic to our standby data center. During failover operations, there can sometimes be a 30-60 second period where calls to the boarding API time out or error. Please retry these requests. Compass users may lose their session and be required to log back in.
Posted on Jul 23, 10:10 CDT
Site Failover - Production Quest Services Jul 23, 23:00 - Jul 24, 00:00 CDT
Unplanned maintenance will be performed on the infrastructure servicing our production Quest services on July 23rd at 11:00 pm CDT. In order to minimize interruptions during this activity, we will be transitioning traffic to our standby data center. During failover operations, there can sometimes be a 30-60 second period where Quest, VT, or HPP transactions time out or error. Please retry these transactions.
Posted on Jul 22, 17:07 CDT
Quest Sandbox Maintenance Jul 26, 19:00 - Jul 28, 14:00 CDT
The Quest Sandbox will be down starting Friday night and ending Sunday afternoon. During this time all Sandbox services will be offline while we move the equipment to it’s new home. If the move is accomplished before the end of the maintenance window we will update the status of this maintenance accordingly. Production services will not be impacted by this maintenance.
Posted on Jul 22, 17:38 CDT
Past Incidents
Jul 23, 2019

No incidents reported today.

Jul 22, 2019

No incidents reported.

Jul 21, 2019
Completed - The scheduled maintenance has been completed.
Jul 21, 07:11 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 21, 07:00 CDT
Scheduled - The TLS certificate for the Quest transaction API (https://gateway.clearent.net) is expiring soon. We will be replacing the certificate with a new one on Sunday, July 21st at 7 am CDT. While this change will not impact the majority integrators, if your application/integration is sensitive to certificate changes, please contact support to get a copy of the new certificate prior to this date.
Jul 3, 14:34 CDT
Jul 20, 2019

No incidents reported.

Jul 19, 2019

No incidents reported.

Jul 18, 2019
Resolved - We have satisfied all Windows 10 machines impacted by this issue.
Jul 18, 14:54 CDT
Identified - We have identified that certain Lenovo Laptops (T540, T550) are not responding after a forced Windows update applied 07/17/19. We have a fix so the Help Desk team will be able to help resolve your issue. Please submit a ticket to helpdesk@clearent.com
Jul 18, 08:50 CDT
Jul 17, 2019
Resolved - This incident has been resolved.
Jul 17, 20:43 CDT
Monitoring - A fix has been implemented and we are monitoring the results.
Jul 17, 09:52 CDT
Investigating - We are experiencing problems with the Sandbox environment. The production system is up and running. Our team has been alerted and is working on the problem.
Jul 17, 08:12 CDT
Jul 16, 2019

No incidents reported.

Jul 15, 2019
Completed - The scheduled maintenance has been completed.
Jul 15, 03:01 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 15, 01:00 CDT
Scheduled - Pax Sound Payments will be performing maintenance from 01:00am - 03:00am on 07/15/2019. During this time there will be intermittent service interruptions affecting the platform. We apologize for any inconvenience but updates are being released to provide better and more efficient services to our customers.
Jul 13, 14:12 CDT
Jul 14, 2019
Resolved - This incident has been resolved.
Jul 14, 20:26 CDT
Monitoring - A fix has been implemented and we are monitoring the results.
Jul 14, 20:20 CDT
Investigating - We are experiencing problems with the Sandbox. The production system is up and running. Our team has been alerted and is working on the sandbox problem.
Jul 14, 17:51 CDT
Completed - The scheduled maintenance has been completed.
Jul 14, 08:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 14, 07:00 CDT
Scheduled - We practice our Quest full site failover disaster recovery plan monthly. Our July exercise will take place on 7/14/2019 at 7:00 AM CDT and should be complete by 8:00 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.
Jul 3, 14:38 CDT
Jul 13, 2019

No incidents reported.

Jul 12, 2019
Completed - The scheduled maintenance has been completed.
Jul 12, 15:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 12, 11:00 CDT
Scheduled - We practice our Horizon and Compass full site failover disaster recovery plan monthly. Our June exercise will take place on 7/12/2019 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.
Jul 3, 14:40 CDT
Resolved - This incident has been resolved.
Jul 12, 14:13 CDT
Update - We are continuing to monitor for any further issues.
Jul 12, 11:56 CDT
Update - We are continuing to monitor for any further issues.
Jul 12, 11:55 CDT
Update - Confirmation has been made that the ACH file has been received from Clearent and processed with our Sponsor Bank. At this point Individual funding to merchant accounts are determined by those independent banks.
Jul 12, 11:54 CDT
Monitoring - We have identified that some merchants were impacted due to the late processing of an overnight file. This has impacted next day funding. This has been resolved and now we are working to adjust / ACH those impacted merchants ASAP. Please continuing monitoring for updates.
Jul 12, 10:17 CDT
Jul 11, 2019

No incidents reported.

Jul 10, 2019

No incidents reported.

Jul 9, 2019

No incidents reported.