Troubleshooting

Common errors and how to resolve them.

If you still have questions after looking through our Troubleshooting documentation please contact Blackthorn Support. We're happy to help!

Your request to install package "Blackthorn Payments" was unsuccessful

If you see long error messages while installing the app, please verify the following -

  1. You're the system administrator of your Salesforce instance.
  2. If you have Salesforce shield running in your org, follow our guide here.

Blocked by Content Security Policy error on Virtual terminal

Follow step 4 in this guide to ensure your domain is whitelisted.

Troubleshooting general errors

Check the below automated processes and rules in place on the following sources and related objects:

Objects:
Payment Gateway Customer, Payment Method, Transaction, Account, Contact, and any Transaction Parent you set in the Setup Wizard, such as Opportunity

Look at:

  • Process Builders
  • Workflows
  • Validations
  • Apex Triggers
  • Field Level Permissions
  • Object Level Permissions (Sharing Settings)
  • If by a custom UI, Salesforce API or our Payments API

{"success":false,"errors":{"E_UNKOWN_ERROR":"PDF Generator Error"}} OR A time-out message: Application Error - an error occurred in the application and your page could not be served....

Reauth using this link: https://documentlink.billing360.io/auth/salesforce

Facing error while setting up webhook endpoint in Stripe OR Authorize.net OR in Communities with Virtual Terminal

You may see the following errors while setting up the endpoint in Stripe/Auth.net dashboard or if you are using the Virtual Terminal in the Salesforce community-

  1. Test Webhook Error:500 (stripe)
  2. Test Webhook Error:400 (stripe)
  3. Error occurred in connecting to endpoint (Auth.net)
  4. Result:[id=null, message=Problem with finding PG by label primary . List size: 0, success=false]” with an error 400 (stripe)
  5. Unable to find a Payment Gateway for id=null (Virtual Terminal in Salesforce Community)

To resolve this, please follow the below steps -

  1. Login to Salesforce, navigate to Setup->Sharing settings -> Payment Gateway-> Change the Default External Access from Private to Public Read Only.

  2. Uncheck the Secure guest user record access option. It overrides the Default External Access and sets it to private for every object including the Payment Gateway(PG).

btcombobox error when trying to upgrade.

If you receive this issue when installing or upgrading Payments:
1. The component must implement at least one of flexipage:availableForAllPageTypes,flexipage:availableForRecordHome interface. BT_comboboxResult: The component must implement at least one of flexipage:availableForAllPageTypes,flexipage:availableForRecordHome interface.

Please remove the btcombobox component from a lightning page. Odds are you have it on the Opportunity lightning page layout.

Permission error: bt_stripe.SObjectSelector.FLSException: You do not have permission to read the field OtherStreet: (bt_stripe)

To resolve this error, please upgrade to the latest version of payments from here.

Row with duplicate name at index:2

This occurs when there are duplicate entries created for the transaction parent. You will not be able to proceed ahead until you delete the duplicates. To do this, go to Setup-> custom settings->transaction parents->Manage. Click "Del" next to the duplicate item in the list.

The Transaction can't be authorized.

If you have received this error, check to make sure the Payment Method related to this Transaction is not an ACH Payment Methods. ACH Payment Methods are not able to authorize Transactions.

Removing the Transaction or Payment Method parent object.

Please see our Transaction and Payment Method documentation.

Test webhook error: Domain unknown.

If you have received this error, check your Webhook URL. If you are using Blackthorn | Payments with a developer account remove the ".secure". If you are using any other account, make sure the ".secure" is included.

Unable to see Payment objects in community

If the community user is unable to see the payment object (Example- Sales document) in the community, please verify the following -

  1. User has a payment License (If production)
  2. User has assigned Blackthorn | Payments (Community/Platform User) permission set assigned.
  3. The organization-wide default for Payment Gateway = Public Read-Only.

Customer cus_AwROhSB7FyifGc does not have a linked source with ID ba_1AaYW9BQbf3hbNo9B8juK4lo

This error means that the related Payment Method on the Transaction no longer has a valid Card ID Token. What this means is most likely the card or ACH token was deleted in Stripe. Please view related Stripe customer record to verify if there is a valid Payment Method form. If there is no longer a valid Payment Method form, create a new payment for this Stripe customer OR edit the existing Payment Method with the updated card/ACH information, remove the values from the card id and customer id, select save and this Payment Method will sync back to Stripe.

Can't see the Related To field on the Virtual Terminal

The reason you cannot see the Related To field is that there is an issue with your Transaction Parent settings. Please navigate to Custom Settings, click manage next to Transaction Parents, verify that all records have a Transaction field with the correct API format.

Terminal error on new record screen

This error means you have a required field that needs a value in order to create the new record and most likely that field is not in the Virtual Terminal's new record screen. To fix, verify all required fields are in the Virtual Terminal's new record screen. Click here for instructions on adding fields to your Virtual Terminal.

Updating Scheduled Transactions

If the user who installed Blackthorn | Payments is no longer active, schedule jobs will fail. Those jobs include capturing Transactions and Webhook Services.

  • Navigate to Schedule Jobs.

Lightning/Classic: Setup | In the Quick Find/Search type in and click "Scheduled Jobs".

  • Click "Del" next to payment360 daily captures.

  • Navigate to Apex Classes

Lightning/Classic: Setup | In the Quick Find/Search type in and click "Apex Classes".

  • Click "Schedule Apex" button 
    
  • Job Name: "payment360 daily captures"

  • Apex Class: Select "Transaction_Scheduler"

  • Apex Execution: Select "Weekly" | Check "Sunday-Saturday" | Start = Today's Date | End = As far out as possible | Preferred Start Time = 1:00AM

  • Click Save.

Updating Webhook Data Cleanup Service

  • Navigate to Schedule Jobs.

Lightning/Classic: Setup | In the Quick Find/Search type in and click "Scheduled Jobs".

  • Click "Del" next to Webhook Data Cleanup Service.

  • Navigate to Apex Classes

_Lightning/Classic: Setup | In the Quick Find/Search type in and click "Apex Classes".

  • Click "Schedule Apex" button 
    
  • Job Name: "Webhook Data Cleanup Service"

  • Apex Class: Select "WebhookCleanupJob_Scheduler"

  • Apex Execution: Select "Weekly" | Check "Sunday-Saturday" | Start = Today's Date | End = As far out as possible | Preferred Start Time = 1:00AM

  • Click Save.

Stripe Sync Job Keeps Running

When you sync the gateway data the sync job keeps running even after hours. The sync job keeps on restarting as long there are stripe customer found. To solve the issue:

  • Use the filter to sync with dates
  • Once the job is done syncing for the defined dates, it'll show as completed.

Updated 3 months ago


Troubleshooting


Common errors and how to resolve them.

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