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How a methodical debugging process and transparent communication turned a potential churn into a license renewal
One of India’s largest banks deployed the Tecto platform for its terminal testing needs. They were provided with three test cards as part of the standard onboarding kit. The onboarding process itself was smooth, but issues surfaced shortly after when all the three test cards failed to be recognised by the customer’s payment terminal.
All the three test cards issued were not being recognized by the customer’s UAT terminal. The customer was understandably concerned and requested a refund. What made the situation particularly complex was that the customer’s production cards and brand-specific cards continued to work without any issue, pointing to a highly specific compatibility problem rather than a broad system failure.
Step 1: Log collection & initial analysis
Card logs and Tecto application logs were received and analysed. The analysis confirmed that the cards themselves were functioning correctly at the application layer, ruling out a card defect.
Step 2: Terminal log debugging
Three distinct types of terminal logs were systematically debugged to trace the point of failure. This multi-log approach was essential to narrow the root cause to the terminal’s software stack.
Step 3: Root cause identified
A defect was isolated in the Level 2 kernel application installed on the customer’s UAT terminal and the production terminal. The current kernel version had a compatibility issue: it did not support the T=0 protocol, which prevented test cards from being identified while leaving production and brand-specific cards unaffected. But our cards were working correctly with their production terminal.
Step 4: Resolution applied
The Level 2 kernel application in the UAT terminal was changed to the previous stable version as it supported both T=0 and T=1 protocols. Following the change, all test cards were verified to work correctly on the customer’s terminal. We then found that the terminal supports T=1 protocol, so we shipped test cards with this protocol, and it work as expected.
Throughout the six-week investigation, the customer was kept informed at every stage, from log collection through to resolution. Consistent, proactive progress updates ensured the customer felt supported and never left in the dark, which proved critical to maintaining trust during a technically complex and time-sensitive process.
After the resolution was applied, all three test cards functioned correctly, and the customer’s confidence was restored. The customer chose to renew their license after this resolution.
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