If you are looking for assistance with login information for PC Charge and are not an Arts Management Systems client please contact Verifone directly at 1 (866) 659-8981.

 

Before Beginning

1. Review the hardware requirements for they have changed from your existing version of PCCharge. The requirements can be reviewed at http://theatremanagerhelp.com/theatre-manager-help/Hardware-Requirements... - do not attempt to install PCCharge on a computer that does not meet these minimum requirements.
2. If upgrading from 5.71, PCCharge 5.71 must be already installed on the computer that you are installing PCCharge 5.93 or later onto. You will not be able to copy in the PCCharge Configuration Files from a different installation.
3. Please contact your merchant provider before upgrading to PCCharge version 5.93 and let them know what you are doing as they "may" need to make adjustments to your account on their side before you will be able to authorize and settle transactions using PCCharge 5.93. This is especially true for:

• Global Payment Systems (NDC) - Do not call the merchant provider. Call Arts Management at (403)536-1211 after you have upgraded PCCharge. Your new Datawire ID will be assigned by VeriFone via a telephone call from Arts Management when you have indicated that PCCharge is upgraded. Arts Management will need remote access to the PCCharge computer to complete the new Datawire ID setup. Theatre Manager's Remote Assistance option can be used for providing the the required remote access.
• FDMS (All various providers) - a NEW Datawire ID will be issued for you, along with new URLs for Primary and Secondary
• Wells Fargo - a NEW Datawire ID will be issued for you
• TSYS Acquiring Solutions(VisaNet/Vital) - your merchant provider just needs to be aware of the upgrade to PCCharge 5.92

Reboot your computer before starting this process. Microsoft Windows Security Update KB2229593 has the possibility of conflicting with PCCharge if both the Microsoft Windows Update is run at the same time as PCCharge upgrade happens without rebooting between updates. Microsoft Windows Security Update KB2229593 can be run either before or after the PCCharge upgrade as long as the computer is rebooted immediately after this Windows Update is completed.

Why is it important to reboot prior to installing PCCharge? Because some computers have the automatically download/install Windows Updates option turn on (although it is highly recommended to have this turned off for the Database Server, Apache Server and PCCharge Server) and the Microsoft Windows Update may have been installed without your knowledge.

Failure to reboot prior to installing PCCharge (and no installation of any other updates until PCCharge has been upgraded and the computer rebooted), may require you to reinstall the deleted system files (.dlls) from the original Windows Operating System CD/DVD's that came with your computer. VeriFone and Arts Management is unable to provide you the missing files, as they are dependent on your version of Windows and type of operating system.

Starting Process

1. Shut down all web listeners and have the box office staff log out and quit Theatre Manager.
2. Complete Theatre Manager's EOD Process to close out the existing PCCharge batch.
3. Quit PCCharge.
4. Create a .zip backup of the c:\Active-Charge folder (just in case you need to restore and start over).
5. Reboot the computer (VERY IMPORTANT as per Microsoft Windows Security Update KB2229593 issue)
6. Extract the files from the PCChargeServer593.zip folder
7. Install PCCharge 5.93 by double-clicking on the \PCChargeServer593\PaymentServer\Setup.exe

PCCharge MUST be installed in the c:\Active-Charge folder - otherwise it may not function correctly!

8. Follow the prompts to install the application (i.e click next, next, next, next)
9. Reboot the computer (again) (VERY IMPORTANT as per Microsoft Windows Security Update KB2229593 issue)

Startup PCCharge Server

1. Start PCCharge Server via the shortcut on the desktop
2. Click Cancel to the message regarding downloading the latest upgrade
3. Click OK to the message about "SSL TCP/IP Error"
4. Double click on the PCCharge Server icon in the lower Windows Toolbar
5. Click OK to the information window

Creating SYSTEM User

1. Type PCC@[4 digit customer number] into the password
2. Click Log On...
3. Enter a NEW "password" of ArtsmanSupport@[4 digit customer number]
4. Enter NEW "confirm password" of ArtsmanSupport@[4 digit customer number]
5. Select a Password Hint #1
6. Enter the Password Hint in the Answer field
7. Select a Password Hint #2
8. Enter the Password Hint in the Answer field
9. Click OK

Creating MANAGER User

1. Click OK to the message about "Cashiers must be setup"
2. Click "Add Cashier"
3. Create name of MANAGER
4. Create a new password of Temp@[4 digit customer number]
5. Click OK
6. Click OK to 'MANAGER' has been saved
7. Click Close to close the window
8. Click OK to the message about "SSL TCP/IP Error"

System Configuration

1. Go to Setup >> Configure System
2. Set the "Last Valid Year" to 25 (for 2025)
3. Click Advanced
4. Click Configure IP Settings
5. Remove the Check from Enable Secure TCP/IP Integration only if you do not intend to use PC Charge Client software.

   If you will be using PC Charge Client software in conjunction with PC Charge Payment Server you will need additional authentication. You will need to:
   - Leave the Enable Secure TCP/IP Integration box checked
   - Change Store Location to "Current User"
   - Change Store Name to "MY"
   - Click Display Store
   - Select Issued To "PCChargeDefaultCertificate-CA"

6. Click OK
7. Click OK
8. Click System Log
9. Activate "Create Logfile.pcc File"
10. Activate "Create IODebug.Log File"
11. Click OK
12. Click OK

Utility Settings

1. Go to Utilities >> Transaction Archive/Purge
2. Locate the Archive Location field
3. Change the path to C:\Active-Charge\backup\
4. Click OK

Reset MANAGER Login Password

1. Quit PCCharge Server (not minimize, actually quit the application)
2. Start PCCharge Server via the shortcut on the desktop
3. The error message about "SSL TCP/IP Error" should not appear. If it does, refer to Installing PCCharge SSL Certificate below.
4. Double click on the PCCharge Server icon in the lower Windows Toolbar
5. Click OK to the information window
6. Enter User Name of MANAGER
7. Enter Password of Temp@[4 digit customer number]
8. Click Log On...
9. Enter NEW "password" of PCC@[4 digit customer number]
10. Enter NEW "confirm password" of PCC@[4 digit customer number]
11. Select a Password Hint #1
12. Enter the Password Hint in the Answer field
13. Select a Password Hint #2
14. Enter the Password Hint in the Answer field
15. Click OK

Update PCCharge's Configuration Disk

• Create/Update PCCharge Configuration Disk - used for re-installing PCCharge if required

1. Goto Utilities >> Configuration Disk
2. Select Update/Create Config Disk
3. Follow the prompts

To Log Out of MANAGER or SYSTEM account

1. From the File menu, select Log off...

To Log Out of MANAGER or SYSTEM account and MINIMIZE PCCharge

1. From the File menu, select Logout and Minimize

Duplicate Existing Merchant Account

1. Log into Theatre Manager as the Master User or with master user access
2. In Theatre Manager goto Setup >>System Tables>>Merchant Accounts
3. Double click on your existing merchant account
4. Click Duplicate in the toolbar
5. Alter the Account Name of the duplicated merchant
6. Enable Card Use for "At the Box Office" (if required)
7. Enable Card User for "By the Web Listener" (if required)
8. Select "PC Charge 5.90 (PA DSS 1.2) from the Server Software
9. Click the Employees tab
10. Move this window to the right side of the screen
11. SWITCH to the OLD Merchant Account Window (Still keeping the duplicated merchant account window open)
12. Click the Employees tab
13. Select ALL the employees in the list
14. Drag the employees from the OLD Merchant into the NEW Merchant's Employee list
15. Drop the employees in the NEW Merchant's Employee list
16. While still in the OLD Merchant window, click the Status option box to make the OLD Merchant in-active
17. Click Save
18. Close the Window
19. Go back to the NEW Merchant window, click Save
20. Close the Window

Updating Payment Methods to use the New Merchant Account

1. Goto Setup >> System Tables >> Code Tables
2. Select Payment Methods
3. Edit American Express, Diners, Discover, MasterCard, Visa, etc. payment methods
4. Click the Merchant Charges tab
5. Update the Merchant # with your new merchant account number
6. Click Save

Please Remember your PCCharge SYSTEM and MANAGER passwords
If you change these passwords, and subsequently lose or forget the SYSTEM password, there will be at minimum a $400 charge to your organization to reset the password. As PCCharge version 5.93 has many more security requirements, resetting the SYSTEM password is not a simple process and involves bringing together Arts Management Support with VeriFone Support together to create customized re-initialization programs.

Logging back into Theatre Manager

1. Quit Theatre Manager
2. Employees and the Web Listener's may now log back into Theatre Manager and process credit cards as normal

Common Issues Experienced when Upgrading PCCharge

Installing PCCharge SSL Certificate

These steps are only used when the PCCharge's SSL Certificate does not appear by default in the System Configuration process. If the certificate did appear, then there is no need to follow these steps.

1. Extract the files from the PCChargeServer590.zip or from the PCChargeServer593.zip folder
2. Install PCCharge SSL Certificate by double-clicking on the \PCChargeServer593\PCC593\SSL Certificate\PCChargeDefaultCertificate-CA.pfx
3. Follow the prompts to install the application (accept all the defaults, do not enter in a password)
4. After installing PCCharge's SSL Certificate, go back and complete the System Configuration Setup

Pre-Existing Datawire ID Customers
If you have a pre-existing Datawire ID for version 5.71, you will need to get it reprovisioned for version 5.93. Contact your Merchant Provider who will contact Datawire to get it reprovisioned for version PCCharge Server 5.8 (yes, 5.8) and higher. This is especially true for:

• Global Payment Systems (NDC) - Do not call the merchant provider. Call Arts Management at (403)536-1211 after you have upgraded PCCharge. Your new Datawire ID will be assigned by VeriFone via a telephone call from Arts Management when you have indicated that PCCharge is upgraded. Arts Management will need remote access to the PCCharge computer to complete the new Datawire ID setup. Theatre Manager's Remote Assistance option can be used for providing the the required remote access.
• FDMS (All various providers) - a NEW Datawire ID will be issued for you, along with new URLs for Primary and Secondary
• Wells Fargo - a NEW Datawire ID will be issued for you
• TSYS Acquiring Solutions(VisaNet/Vital) - your merchant provider just needs to be aware of the upgrade to PCCharge 5.93

or during a pre-arranged scheduled time with Arts Management

1. Contact Arts Management Support at the pre-arranged date/time
2. Provide Arts Management Support remote access to the computer
3. Arts Management will contact VeriFone Tier II support and provide them your PCCharge License Number and will be your Datawire ID converted.

Then follow these steps to get your new and updated Datawire ID

1. Goto PCCharge
2. Clear Datawire ID
3. Enter updated primary and secondary URL (if required)
4. Click Register button

The new Datawire ID will auto populate with the new ID. If you are provided your new Datawire ID verbally, you can manually enter the ID into the field and save the window changes.

New Installations of PCCharge using a Datawire ID
When you are obtaining your merchant information, you must tell your merchant provider that you will be using PCCharge version 5.93. A Datawire ID may not be supplied to you, rather it will be automatically configured when the Merchant Account is Registered for the first time. Follow these steps to get your new and updated Datawire ID:

1. Goto PCCharge
2. Clear Datawire ID
3. Enter updated primary and secondary URL (if required)
4. Click Register button

The Datawire ID will auto populate. If you are provided your new Datawire ID beforehand, you can manually enter the ID into the field and save the window changes.

Losing Unlimited User Access
Losing Unlimited User Access Theatre Manager requires PCCharge to be setup with Unlimited User access. In PCCharge >> Setup >> User, at the top of the window it should say Maximum Users=Unlimited. If this does not, you'll require the assistance of VeriFone to re-instate your Unlimited User access. Contact contact VeriFone Tier II support and provide them your PCCharge License Number and your PCCharge Unlimited User License Number. If you need help finding your Unlimited User License Number, contact Arts Management Support.
Microsoft Windows Security Update KB2229593 Issue
If Microsoft Windows Update has caused a conflict with PCCharge, you will need to run the following command at the DOS prompt and depending on your Windows Operating System, you may need to insert the Windows Microsoft Operating System CD/DVD that came with your computer. VeriFone and Arts Management is unable to provide you the missing files, as they are dependent on your version of Windows and type of operating system.

1. Log into the computer as Administrator
2. Goto Windows >> Start >> Run...
3. Enter CMD (to goto the command prompt line)
4. Press OK
5. Enter sfc/scannow
6. Press ENTER

• Windows will now run "Windows File Protection" (approximately 5 - 30+/- minutes depending on your computer) and will verify the integrity of every protected operating system file on your computer.
• In some situations, especially in Windows XP and Windows 2000, you may also need to insert the original Microsoft Operating System CD/DVD if required by the process.
• Restart your computer if sfc/scannow did repair any files.
• Even if you are not prompted to reboot your computer after this process, reboot the computer anyway.
• The integrity process is completed when the window closes.

Reboot the PCCharge Computer

Test again by starting up PCCharge and processing a credit card.

Losing Ability to Process Swiped Credit Cards
If after upgrading each and every 'swiped' credit card fails to get authorized yet if you manually type in the credit card number it works perfectly, then you need to alter the preference in PCCharge.

1. Settle the existing open batch in PCCharge (if there are authorizations in it) by completing the EOD process in Theatre Manager
2. In PCCharge, update the merchant account status from Mail Order to Retail
3. Save the changes

Receiving a Communication Error when Attempting to Process a Credit Card
If after upgrading you receive a communication error each time when processing a credit card, then you may need to re-register PCCharge. The patch provided by VeriFone will re-set PCCharge's files.

1. Quit PCCharge
2. Download http://www2.artsman.com/Software/PCChargeServer58xFileRe-RegistrationToo...
3. Unzip the downloaded file
4. Run the "PCC 5.8.x File Re-Registration Tool.exe" and follow the prompts
5. Start PCharge
6. Attempt to process a credit card again

PCCharge stops authorizing or authorizes transactions randomly
If after upgrading, PCCharge sometime authorizes cards and other times it does not and stops responding after a period of time, you may need to check the installation folder of PCCharge. PCCharge needs to be installed in the c:\Program Files\Active-Charge folder. If it is installed in any other location, this may be the cause.

1. This step may change depending on the circumstance - talk to Arts Management Support before proceeding. Goto PCCharge and manually setttle the exisiting batch and force settle Theatre Manager if they are in balance; or have the merchant provider manually settle the batch; or if there is no other option, we could copy over the pccw.mdb from this installation into the new c:\Program Files\Active-Charge folder and review all the system options to make sure there is no reference to the old c:\Program Files (X86)\Active-Charge or whatever the old folder was called.
2. Quit PCCharge
3. Make a backup of the system configuration files by following http://www.theatremanagerhelp.com/theatre-manager-help/pc-charge-config-...
4. Uninstall PCCharge
5. Manually delete the old folder (make sure that if you need the pccw.mdb file that you do not delete it)
6. Re-install PCCharge into the c:\Program Files\Active-Charge folder
7. If required to reinstall the pccw.mdb file, COPY the (do not use the original) pccw.mdb file into the c:\Program Files\Active-Charge replacing the empty/new pccw.mdb file.
8. Start PCharge
9. Restore the system configuration files when prompted during the initial startup of PCCharge
10. Verify all system setup configuration fields.

PCCharge stops authorizing, fails to start, or always declines all charges
If after upgrading, PCCharge sometime authorizes cards, fails to start up, or does start up but declines all charges processed. Review the hardware specifications of the computer where PCCharge is installed to the minimum hardware requirements required to operate PCCharge.

1. Review the hardware configuration setup for the computer operating PCCharge to the minimum hardware requirements at http://theatremanagerhelp.com/theatre-manager-help/Hardware-Requirements...
2. Make any changes requiredy

1. Log into PCCharge as the SYSTEM user
2. Goto Setup >> Cashier Privileges
3. Single click on the MANAGER or SYSTEM user that you want to change the password for
4. Press ENTER/RETURN on the keyboard
5. Enter in a TEMPORARY password for the user
6. Click OK
7. Click Close
8. Goto File >> Log Off

The next time this user logs into PCCharge, they will be prompted to change their password to a PERMANENT password good for the next 90 days.

This TEMPORARY and PERMANENT password is designed to allow the user to change the password to something that was not predetermined for them (i.e. someone else knowing what their password is).

In order to maintain PCI compliance with PCCharge Payment Server version 5.9 and later, the SYSTEM and MANAGER passwords will be required to be changed every 90 days in order to maintain within this PCI compliance.

Starting 10 days prior to expiration, when you log into PCCharge, it will notify you that your password(s) are about to expire.

After the 90 day period, you will no longer be able to log into PC Charge with your existing passwords, however PC Charge will continue to run.

If you attempt to log into PC Charge, it will require you to immediately change your password(s).

There are restrictions on password renewals:

• They must follow the same format (a minimum of 8 characters in length, a mixture of numbers and letters, at least one "special" character)
• They cannot be any of the 4 previous passwords used

If you receive an error that pccwhist.mdb is missing on startup, it means that there is a configuration setting that needs fixed.

We ask PCCharge to tell us the size of its database at startup. Part of that process requires that PC charge also know where its Archive database is. This is always in the 'backup' directory where the 'Active-Charge' directory was installed. If the directory is renamed, moved, or is installed to a place other than the standard location, you will get the error message above.

To fix it, you will need to:

• Start PCCharge (if it is not started)
• Open the interface for PC charge by double clicking on the green $ in the system tray (if it is not open)
• Provide any credentials as required by logging in
• Go to the Utilities Menu
• Select the menu item Transaction Archive/Purge
• Change the Archive Location path to the actual PCCharge directory. For example, looking at the screenshots below, the Archive Location in the first picture is 'C:\Program Files\PCCW\backup\' and is not reflective of where PCCharge was actually installed.

  

• Change that to where PCCharge was installed as per the second image. Typical value is likely to be:
  • C:\Program Files\Active-Charge\backup\
  • C:\Program Files (x86)\Active-Charge\backup\
  • C:\Active-Charge\backup\

  

• Once you have changed it, please close and restart PC charge, and try log in to Theatre Manager again. Do it twice to confirm that the change is effective.