Post Incident Report - Cybersource - Acceptance Devices POS Key Generation Disruption - EPS-32055
Post Incident Report - Cybersource - Acceptance Devices POS Key Generation Disruption - EPS-32055
KA-08239
0
04/17/2025 21:53 PM
1.0
Acceptance Devices POS Key Generation Disruption
Start: 15 April 2025 17:00 PST [16 April 2025 00:00 GMT]
End: 16 April 2025 17:30 PST [17 April 2025 00:30 GMT]
Description of Issue
Cybersource investigated an issue where some merchants may have experienced difficulties with key generation within the Business Center while using Acceptance Devices. Investigations traced the issue to a recent change performed on a manifest module. To mitigate impact, the change was rollback to restore normal operations.
Impact
Some merchants may have experienced difficulties with key generation within the Business Center while using Acceptance Devices.
Root Cause
A recent change to a manifest module caused the key generation module to not recognize merchants as enabled for Acceptance Devices. The service that validates the merchant’s permissions and product enablement for the purpose of key generation did not recognize the merchants who were previously utilizing Acceptance Devices keys as currently enabled for Acceptance Devices.
Mitigating and Preventative Actions
To mitigate impact, the previous manifest was re-enabled for the portfolios who have merchants with active Acceptance Devices keys to restore normal operations.
To help prevent future recurrence:
- Cybersource plans to review its change processes and make any recommended improvements.
This was tracked and investigated under incident EPS-32055.
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