Troubleshoot EFTCardAdd SOAP API Connection Timeout in Jack Henry jXchange

When troubleshooting EFTCardAdd SOAP API connection timeout issues in Jack Henry jXchange, the key focus should be on network connectivity, proper configuration, and API prerequisites. The ErrCode 100 typically indicates that your request is reaching the service gateway but cannot connect to the downstream system, likely SilverLake, which handles the actual card processing. This common issue often stems from environment-specific configurations, network policies blocking the connection to the specific port (40100 in your case), or missing prerequisites in your test environment setup.

Contents

• Understanding the Connection Timeout Error
• Common Causes of ErrCode 100
• Network and Environment Validation
• API Configuration Requirements
• Account Retrieval Process
• Troubleshooting Steps
• Recommended Approach

Understanding the Connection Timeout Error

The ErrCode 100 - Connection Timeout you’re experiencing with the EFTCardAdd SOAP API is a network-level error rather than an authentication issue. According to Experts Exchange, “Error Code 10060: Connection timeout Background: The gateway could not receive a timely response from the website you are trying to access.” In your case, the jXchange Service Gateway successfully receives your request but cannot establish a connection to the downstream system that processes card additions.

The error message “A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 172.24.1.73:40100” provides valuable information. The IP address 172.24.1.73 and port 40100 are specific to your TEST environment configuration, and this suggests the connection is being initiated but failing at the network level.

Common Causes of ErrCode 100

Network Connectivity Issues

The most common cause of connection timeouts is network policy restrictions between your application and the downstream system. This could include:

1. Firewall Rules: Your organization’s firewall may be blocking outbound connections to port 40100 on 172.24.1.73
2. Network Timeouts: The timeout period may be too short for the downstream system to respond
3. DNS Resolution Issues: While less likely given the IP is specified, DNS resolution problems can cause delays
4. Load Balancer Configuration: If a load balancer is involved, its health checks or timeout settings might be misconfigured

System Availability Issues

As you correctly suspected, the jack henry jxchange core system (SilverLake) could indeed be down or unreachable during your test. In TEST environments, systems are often taken offline for maintenance, causing these types of connection failures.

API Configuration Problems

Stack Overflow discussions highlight that configuration issues can cause similar problems. The error could be related to:

1. Invalid ValidConsmName/ValidConsmProd grouping: Ensure “QwikLive” and “QwikLiveCore” are correctly configured in the TEST environment
2. Missing SOAP Action headers: Some SOAP endpoints require specific HTTP headers
3. Incorrect InstRtId/InstEnv values: These routing identifiers must match the environment configuration

Network and Environment Validation

Validate Network Connectivity

Before diving deeper into API troubleshooting, verify basic network connectivity:

1. Test the IP and Port: Use telnet or Test-NetConnection (PowerShell) to verify connectivity to 172.24.1.73:40100

   bash

   telnet 172.24.1.73 40100
   

2. Check Network Path: Use tracert or traceroute to identify where the connection fails

   bash

   tracert 172.24.1.73
   

3. Verify DNS Resolution: Ensure the IP address resolves correctly if using a hostname instead

Review Gateway Logs

The jack henry jxchange Service Gateway logs will contain detailed information about the connection attempt. Look for:

• The exact timestamp when the connection attempt was made
• Any authentication or authorization logs that succeeded before the timeout
• Network-level error messages from the gateway

Check System Status

Confirm that the SilverLake system is operational:

1. Contact your Jack Henry support representative to verify system status in the TEST environment
2. Check if other APIs that depend on SilverLake are experiencing similar issues
3. Verify scheduled maintenance windows that might affect system availability

API Configuration Requirements

EFTCardAdd Specific Requirements

Based on official documentation and community troubleshooting, the EFTCardAdd API has several prerequisites:

1. Valid Consumer Configuration: Ensure your ValidConsmName (QwikLive) and ValidConsmProd (QwikLiveCore) are correctly defined in the TEST environment
2. Proper Authentication: While OAuth token generation works, verify the token includes all required scopes
3. SOAP Action Header: Some SOAP endpoints require specific HTTP headers that might be missing

Account Eligibility Setup

Before adding a card to an account, verify that:

1. The account exists and is active
2. The account is eligible for EFT services
3. Proper account type mappings are configured in TEST environment

Required Field Validation

Review the EFTCardAdd request to ensure all mandatory fields are properly populated:

• Account identifiers must be complete and valid
• Card information must follow the required format
• Any optional fields that are critical for processing should be included

Account Retrieval Process

Using AccountInquiry API

To retrieve valid account numbers before calling EFTCardAdd, you’ll need to use the AccountInquiry API. According to official Jack Henry documentation:

1. Routing Number Requirements: “Any leading zeros must be provided for a complete routing and transit number”
2. Institution Identifier: “A non-financial institution entity should use a mutually agreed upon identification that must contain at least one non-integer character. The canonical value is JHA”
3. Request Format: Follow the specific SOAP message structure for AccountInquiry

Account Number Masking

Be aware that account numbers in responses may be masked:

• “SymXchange external accounts will be masked to the last four digits of the account number”
• “jXchange account numbers will also be masked to the last four digits”

You’ll need to use the full account numbers in your EFTCardAdd request, which means you need to:

1. Query AccountInquiry with partial account information
2. Use the returned masked information to identify the correct full account numbers from your system
3. Include the complete account numbers in your EFTCardAdd request

AccountInquiry and BalanceInquiry Sequence

While you don’t necessarily need BalanceInquiry for EFTCardAdd, the sequence would typically be:

1. Customer Account List to get account overview
2. AccountInquiry to get specific account details
3. BalanceInquiry (optional) to verify account status
4. EFTCardAdd to add card information

Troubleshooting Steps

Step 1: Verify Basic Connectivity

Before investigating API-specific issues, confirm that:

1. Your application can reach the jXchange Service Gateway
2. The gateway can reach the specified IP (172.24.1.73) on port 40100
3. No network policies are blocking the connection

Step 2: Validate API Configuration

1. Confirm your ValidConsmName and ValidConsmProd values match the TEST environment configuration
2. Verify that all required headers are included in your SOAP request
3. Ensure your OAuth token has the appropriate permissions for EFTCardAdd

Step 3: Check Prerequisites

1. Verify that the account you’re trying to add a card to exists and is eligible
2. Confirm that any required product codes or account type mappings are configured
3. Check if there are environment-specific prerequisites in your TEST setup

Step 4: Review Logs and Error Messages

1. Examine the complete SOAP fault message for additional details
2. Check the Service Gateway logs for connection attempt details
3. Look for any system-level messages indicating SilverLake availability

Step 5: Test with Known Good Data

If possible, test with:

1. A known working account from your system
2. A simple card addition request with minimal required fields
3. Compare successful requests with failing ones to identify differences

Recommended Approach

Immediate Actions

1. Contact Jack Henry Support: Provide them with the complete error details, including the specific IP and port mentioned in the error message
2. Verify Network Configuration: Work with your network team to ensure connectivity to 172.24.1.73:40100
3. Check System Status: Confirm SilverLake is operational in your TEST environment

Long-term Resolution

1. Implement Proper Error Handling: Build retry logic with exponential backoff for timeout scenarios
2. Monitor System Health: Set up alerts for when downstream systems become unavailable
3. Document Environment Dependencies: Maintain clear documentation of which systems depend on which downstream services

Testing Strategy

1. Test Environment Isolation: Ensure your TEST environment has proper isolation to avoid affecting production
2. Smoke Testing: Implement basic connectivity tests before attempting complex API calls
3. Integration Testing: Test the complete flow from account inquiry through card addition

Conclusion

Troubleshooting EFTCardAdd SOAP API connection timeout issues in Jack Henry jXchange requires a systematic approach that combines network validation, API configuration review, and proper prerequisite verification. The ErrCode 100 typically indicates a network-level connectivity problem rather than an authentication issue, focusing your troubleshooting on the connection between the Service Gateway and the downstream SilverLake system at 172.24.1.73:40100. By following the recommended steps and working closely with Jack Henry support, you should be able to identify and resolve the specific configuration or connectivity issue causing the timeout in your TEST environment.

Sources

• EFTCardAdd API connection timeout discussion on Stack Overflow
• EFTCardAdd access denied troubleshooting on Stack Overflow
• Official EFT Card Message Addition documentation
• Error 10060 connection timeout troubleshooting on Experts Exchange
• Socket error 10060 explanation from Bobcares
• Official AccountInquiry API documentation
• Official account details documentation