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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Pay Tray Application Troubleshooting Guide

  • Updated:

Receiving Socket Error

If you are receiving the following error “Socket Error: The Socket is no longer available to send a response” it may be that the security certificates were not installed properly.

 

Socket issue.

 

To resolve this issue, it is recommended to try the following:

  1. Uninstall the Pay Tray Application.
  2. Delete the directory located at C:\Program Files (x86)\CivicPlus\CpPay Tray App.
  3. Download and install the latest version of the Tray Application
  4. Run the application as an administrator. The first time you install the Pay Tray Application, you must run it with administrator privileges; otherwise, the security certificates will not install properly. This only has to be done once.
  5. Follow the setup instructions of the EMV device you are using and attempt another transaction. If you continue to have issues, please contact support.

 

Transaction Failed: Could Not Communicate with the Credit Reader

  1. If you are receiving the following message, "Could not communicate with the credit card reader, please check the device connection. Click ok and then click Retry. You may always want to try a different cable or USB port if the problem persists.
    Transaction Failed.
  2. You may also receive a tray notification as well
    Transaction Failed Response.
  3. After clicking ok, click Retry
    Select retry.

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