Question

Set up Braintree for the first time

Forms Business Processes Integrations

Updated January 16, 2018

asked on December 15, 2017

We are in the process of accepting payments through Forms using the Braintree payment gateway. We have set up an account with Braintree and recently completed the PCI questionnaire. When I went to Braintree, I retrieved our sandbox merchant id, and public & private keys. On the forms configuration page, I have input these values into the payment gateway tab. In my test form, I have gone into the properties of the message start event of the business process, checked the collect payment box and pointed the total amount field to the forms' currency field. When I try to run the form I get the error

An error occurred while authenticating merchant information, please double check your payment configuration. [LFF9408-PaymentAuthenticationError]

Have I missed something in the setup? Any assistance will be appreciated.

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Replies

replied on December 17, 2017

Hi Leigh,

The error meant the configured payment account was not correct. Can you double check if you have the sandbox mode enable, and public key/private key are not messed up on the configuration page? If you have input them correctly, can you open a support case for the issue? Thanks.

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replied on January 3, 2018

Rui

I have figured out the issue with authenticating with Braintree, the form had to be published and accessed externally, and now the form opens with the payment tool embedded. However, I can't get a transaction, in sandbox mode, to go through to Braintree. On the form, I enter a payment amount and using a test credit card number from Braintree documentation I can submit the form and the confirmation window comes up. (Is the confirmation a Laserfiche function or Braintree?) After I confirm the payment, I log into the Braintree sandbox to view the transaction and nothing shows up. I'm not sure where the issue is. Does the Braintree site listen to a particular port for payments? It could be that our network is blocking it. Any insight you can provide will be appreciated. I am also contacting Braintree on this issue so hopefully this can be resolved quickly.

Thanks

Leigh

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replied on January 3, 2018

Hi Leigh,

1. The confirmation was a Laserfiche function;

2. Can you check the instance detail page and see if there is transaction detail under the start event like:

If it shows "payment succeeded", the related transaction ID and merchant ID will show then you can check it on Braintree.

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replied on January 4, 2018

Rui

Checking the instance, it does show that the payment failed.

Payment Failed: An error occurred when sending verification to processor. Please refer to Merchant ID: xxxxx

Working with Braintree support I have verified with them that the merchant id in the payment gateway is correct. I copied & pasted the numbers from their page into the configuration to be sure. I tested this by entering a "phony" merchant id in the configuration and the form would not open the the "failed to authenticate ..." error so I'm confident that the numbers are right. I asked previously, Are these payments being sent through a particular portal that, on our network, we have closed down?

Also, on the surface, from the perceptive of the submitter, it appears that the transaction succeeded when it didn't. Is there a way to capture the event so the submitter can be notified?

Thanks in advance!

Leigh

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replied on January 4, 2018

The connection between Forms and Braintree was built with Braintree API, and it looks like they are done with web requests. If your Forms server has access to Braintree server through https (port 443) then it should work. See https://developers.braintreepayments.com/start/overview

As for the error, it's a generic error message and the error could happen if payment authorization expired/ payment amount is too large or something else. Can you check the event viewer and see if there is detailed log about it?

As for the submitter, the submitter could not know whether transaction succeeded as the transaction is not performed before submission, but is after submission. You can add a gateway after the start event with conditions based on payment transaction status and send email back to submitter.

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replied on January 10, 2018

Rui

I have looked at the event log and see that it says: "[9410]: Not authorized to perform the attempted payment action." I have attached the error log. It appears that the process is using the service account for our Laserfiche server. This account has no internet access. Which service is actually attempting the payment action? Is it the Laserfiche server service or the Forms Routing service? Both of these use the service account as log on credentials.

Leigh

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replied on January 10, 2018

The payment action is performed on the Forms Routing service.

As for the error, I didn't see the attached event log so I can't confirm if it's the issue, but we have seen similiar error message when there is no merchant account in the Braintree account:

Can you check this as well?

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replied on January 16, 2018

Rui

I checked the Merchant Account Info page on Braintree and verified with their support that the information is correct with our setup. I am attaching the error log, for real this time, of the sandbox payment attempt. It indicates something about permissions. From communicating with Braintree, there isn't any reason on their side for the transaction not to go through.

Thanks

Leigh

ErrorLog.txt (2.44 KB)

| Download

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replied on January 16, 2018

Hi Leigh,

Can you open a support case on this issue? It's hard to find the issue here and it would be better if you could provide the account/keys for testing. Thanks.

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Set up Braintree for the first time

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