Support FAQ

Please find below the answers to some of the most frequently asked questions by Bacsactive-IP users. If you need further assistance, please call our Technical Support department on 0845 644 0640 or email support.fsc@fundtech.com.

How do I update my list of Sort Codes?
How do I update my processing calendar?
How do I add support for the DDICA reports?
How do I cancel my Bacsactive?
How do I get a new Licence Key?
What are ASCII files and how do I use them?
How do I move the Bacsactive software onto my new pc ?
How do I Backup Bacsactive?
How do I fix a Company DSN error?
How do I fix a Page Cannot be Displayed error when I start up the Bacsactive Desktop?
How do I fix the edit_HTML Template error?
How do I fix the Accounts Category error?
I have created a new Application but can’t see it listed, where’s it gone?
I have added a new SUN but cant see it listed, where’s it gone?
I have changed the Bank Account for a SUN but the old account details are still being used, what’s going on?
How do I fix the Cannot Find Certificates on Smartcard error?
I typed in the correct PIN but I get an Incorrect PIN error, what’s going on?
I cannot set the permissions for a new Signing User.
I don’t get the popup to enter the PIN when submitting to BACS.
How to fix the website cannot run outside trusted zone message.
Removing old certificates.
Deleting the old Identrust Certificate.
Employing a new smartcard.
Testing the Certificate.

How do I update my list of Sort Codes?
Click this link for further instructions and download the latest ISCD update.
http://www.bacsactiveip.com /download/iscd-updates

How do I update my processing calendar?
Click this link for further instructions and downloads.
http://www.bacsactiveip.com /download/downloadbpc/
Click this link for a printable version of the processing calendar
http://www.bacs.co.uk/Bacs/Businesses/Resources/Pages/ProcessingCalendar.aspx
You may need to install Adobe Viewer to see and print the PDF document, available here: http://www.adobe.com/uk/products /reader.html

How do I add support for the DDICA reports?
Support has been added for the new Direct Debit Indemnity Claim Automation process.
Please find information regarding the DDICA update at the link below.
http://www.bacsactiveip.com/ download/dd-update/

How do I cancel my Bacsactive?
Please complete the following document and return to support.fsc@fundtech.com
Cancellation_Request_Form.doc

How do I get a new Licence Key?
Download and Save the following program in order to generate a digital signature file of your Bacsactive software.
BACSactive-IP_Signature_Generator_1.3 .exe
Make sure no-one is using the Bacsactive software.
Stop the Bacsactive software using Method 1 or Method 2;
Method 1. In the Control Panel start the BacsactiveIP utility then Click the Stop button.

Method 2. Right click the system tray icon  click Close, then OK to confirm.
Then create an email to support.fsc@fundtech.com and attach the file located at
C:\Program Files\Payactive\BACSactive\Server\BACSactive-IP Signature.dat

What are ASCII files and how do I use them ?
ASCII (pronounced as-key) files are simply text files. That is, the file contains only alphabetical characters, uppercase A to Z, lowercase a - z and numbers 0 to 9. All other characters like brackets (), pounds # or £ and so on are not used in the context of Bacsactive BACS submissions. The comma though has a special meaning, it is used as a marker to separate different pieces of information in the file and makes the file easier for humans  to use.
Further Information is available here;
Ascii_File_Requirements_CREDITS.pdf
Ascii_File_Requirements_DEBITS.pdf

How do I move the Bacsactive software onto my new pc?
In order to ensure data integrity, security and business continuity the Bacsactive software will need to be installed by one of our Approved Site Engineers. Given the complexity of the operation it is not possible to provide Technical Support for that activity. Please call 0845 644 0640 or email support.fsc@fundtech.com.

How do I Backup Bacsactive?
The Bacsactive software actually uses a number of databases.  Create a folder to store the required file, for example C:\bacsbackup.  Before backing up make sure no-one is using BACSactve. The Files and folders to copy are;
All files starting with ‘bacsactive’ in the folder C:\Program Files\Microsoft SQL Server\MSSQL\Data
All files starting ‘Iscd’ in the folder C:\Program Files\Microsoft SQL Server\MSSQL\Data
The entire folder C:\Program Files\Payactive\BACSactive\Server\Extensions
The entire folder C:\Program Files\Payactive\BACSactive\Server\var
If there is a problem copying please contact your IT department or call Bacsactive Technical Support on 0845 644 0640.

How do I fix a Company DSN error?
This is often caused by a new user logging in to the Workstation. The database connection does not get correctly set up.  Please call Bacsactive Technical Support for assistance on 0845 644 0640.
Another cause is simply that the database service is not running.  Hover the mouse over this icon in the system tray ( by the clock, lower right ). The tooltip popup should say ‘Running …’


If it says ‘Stopped’ Right click on that icon and click ‘Start’. If this is unsuccessful please call Bacsactive Technical Support for assistance on 0845 644 0640.
If you have a server which provides database services please contact your IT department and have them check the SQL Server is running correctly.

How do I fix a Page Cannot be Displayed error when I start up the Bacsactive Desktop?
This often means the Bacsactive Engine is not running. In Control Panel start the Bacsactive utility and click the ‘Start’ button. If the the problem persists contact Bacsactive Technical Support for assistance on 0845 644 0640.

How do I fix the edit_HTMLTemplate error?
Download and Save this patch [hyperlink to editHTMLFix.zip ]
Unzip the editHTMLFix.zip file by Right Clicking on it and the select Extract All.
 Stop the Bacsactive-IP service by using Method 1 or Method 2 in  How do I get a new Licence Key ? FAQ.
 Double click on the file called editHTMLFix.bat
 Press any key when prompted to do so by the black command prompt window
 Start Bacsactive-IP again by clicking the ‘Start’ button in the Bacsactive utility and make sure you can log in.

How do I fix the Accounts Category error?
Download and Save this patch [hyperlink to AccountsCategory.zip]
Unzip the AccountsCategory.zip file by Right Clicking on it and the select Extract All.
 Stop the Bacsactive-IP service by using Method 1 or Method 2 in  How do I get a new Licence Key ? FAQ.
 Double click on the file called AccCat.bat
 Press any key when prompted to do so by the black command prompt window
 Start Bacsactive-IP again by clicking the ‘Start’ button in the Bacsactive utility and make sure you can log in.

I have created a new Application but can’t see it listed, where’s it gone?
You’ll need to Enable it in your user profile. Click the Settings tab, then Users, then click your Name to view your profile. Scroll down and tick the tick-box next to the new Application. Click save. Do the same for all other users who will be using the Application.

I have added a new SUN but cant see it listed, where’s it gone?
You’ll need to Enable it in your user profile. Click the Settings tab, then Users, then click your Name to view your profile. Scroll down and tick the tick-box next to the new SUN. Click save. Do the same for all other users who will be using the SUN.

I have changed the Bank Account for a SUN but the old account details are still being used, what do I do?
The changes have not been relayed to the Application. Click the Settings tab, then Applications. Click on each Application that uses that SUN in turn to view its settings. Don’t make any changes simply click the Save button, this permits the account changes to be updated.

How do I fix the Cannot Find Certificates on Smartcard error?
The simplest fix is to install the certificates again, see the Employing a new smartcard FAQ. This will also verify that Bacsactive is able to ‘see’ the inserted smartcard.

I typed in the correct PIN but I get an Incorrect PIN error, what do I do?
Check the CAPS Lock is Off. Check NUM Lock is correct for your type of keyboard, laptop style keyboards have an integrated numeric keypad for example.
Check you are indeed using the correct smartcard, some customers use one card for payroll and another card for supplier payments or for different Companies.
Perform some other task and return to this problem later to clear your thoughts, entering the PIN 4 times incorrectly will cause the smartcard to Lock. Once this happens the card cannot be used, is useless and you’ll need to call your banks’ BACS Operations for a new one. Security issues prevent Bacsactive Technical Support from helping with this problem.

I cannot set the permissions for a new Signing User.
You already have the maximum number of Signing Users in Bacsactive, you find that the tick boxes for the new user do not work. You have two options here; purchase another Signing User licence or remove Signing permissions from an other user and set them for the new user.

There is an error in the structure of your submission and something about VOL1 and HDR1 record, what do I do?
This is caused when the SUN chosen at the Create New Submission step does not match the SUN in the Application used. The simplest fix is to start again and create a new submission.

I don’t get the popup to enter the PIN when submitting to BACS.
This is caused by security settings in Internet Explorer or by additional software like Anti-Virus, firewall or other security software.
Here are the required Internet Explorer settings.


 Enable third-party browser extensions


 Check for publisher’s certificate revocation is un-ticked
Check for server certificate revocation is un-ticked


 The PayactiveIEbho Control is Enabled.


Popup blocker is Off.


Add the URL used by Bacsactive to Trusted Sites. Click the Sites button.
 

Browsing history, click the Settings button.


 Every Time I visit the webpage is selected.
Click the relevant OK buttons to save the changes, you may need to close all the Internet Explorer’s you have running for the changes to take effect.



How to fix the website cannot run outside trusted zone message?
In Internet Explorer, click Tool, then Internet Option, then select the Security tab, select Trusted Sites.
 Add the URL used by Bacsactive to Trusted Sites. Click the Sites button.
Click the relevant OK buttons to save the changes, you may need to close all the Internet Explorer’s you have running for the changes to take effect.

How do I remove old certificates?
Click Windows Start button, Run. In the windows Run box type certmgr.msc, click ok


Open the Personal, Certificates folder


Certificates are installed from the Smartcard in pairs, in this example ‘Keith Williams’ and ‘Keith Williams utility’ both expire on the same date 10/12/2012.
You may have 4 certificates with the same name, 2 are from the old card and 2 from the new card, inspect the Expiration Date to determine which certificates to delete.
Right Click on the certificate you wish to delete, for example, ‘Keith Williams – utility’, select the Delete option, and then click the Yes button.

How do I delete the old Identrust Certificate?
While the Personal Certificates are used to connect to the http://paymentservices.bacs.co.uk website, the Identrust Certificate is used to actually connect to BACS in order to send a submission.

Right Click on the older of the two Identrust certificates (note the misspelling Identrus Root instead of Identrust Root), select Delete and then the Yes button.
You can now exit this program and test the BACS connection.

How do I employ a new smartcard?
This is a 2 step process:
1. Register the smartcard certificates into Windows. 2 Set the Bacsactive user to those certificates.
Log in to Windows using the most appropriate account for Bacsactive operations.
Insert the smartcard into the reader, note the reader light is lit and not flashing.

1 Register the smartcard certificates into Windows
Click the Windows Start button, select All Programs, Gemplus,  Gemsafe Toolbox.or or Gemalto, Classic Client, Classic Client Toolbox
Click the Red Certificates icon. 


Type the card PIN and click the Logon button. Note that the little padlock opens and the Logon button changes to a Logout button.
After a moment the Register All button becomes active. Click that button.
After 30 to 45 seconds a message pops up reporting a successful registration.
Click the OK button on thus popup.
Click the Logout button.
Click the X to close Gemsafe Toolbox
Step 1 is now complete, the smartcard certificates have been registered into Windows.

Step 2 Set the Bacsactive certificates.
Log into Bacsactive using an account with administrator permissions, often ‘manager’, to allow you to use the ‘Settings’ tab.
Click ‘Settings’ tab, then click ‘users’.
Click the required user account name.


Select the Logon Certificate drop down box, and choose the most appropriate certificate.
Do not use any certificates that have the word ‘utility’ in the name. You may have to  choose one, try to connect, and select the other one if the first choice doesn’t work.
Set all three Smartcard Certificates boxes to the same selected certificate.

Click ‘save’.

How do I test the Certificate?
Log in to Bacsactive-IP as the user whose card is being set up.
In the top right of Bacsactive-IP click the word “Connect” under BACS status.
You should then be asked to authenticate your connection to BACS, click Yes and then enter the PIN.
After a short while the text under BACS status should change to, ‘Connected Securely to BACS’
If this happens then the card is working properly, you can now click Disconnect under BACS status and proceed with your submissions.
If this does not happen, try the following test to find out if the bank has activated your card.
Go to http://paymentservices.bacs.co.uk
Click the Sign & Submit button on the eSigner popup.


Enter the smartcard PIN.
If the card is not activated you will see this message, contact your banks’ Bacs Operations and request your card be activated.


If the card is activated and the certificates appear to be installed correctly and you still get the ‘error trying to logon’message, see the guide on ‘Removing Expired Certificates’.