Cannot find API Tenerum.net
*Tenerum processing only.
If you are processing using the Tenerum integration with Kennel Connection and you encounter an error when running a transaction that states:
Unhandled exception has occurred - cannot find API tenerum.net"
This means that the computer you're running the transaction on has no connection to the Internet. The request to process the card and connect with the Tenerum gateway is not able to get out of this computer or through your routers gateway. Verify this by opening a web browser and going to a website. Try to choose a website you don't normally visit as sometimes even without Internet connection, a commonly visited website can load based on cached files. (www.msn.com or www.aol.com or www.speedtest.net) are some you can try. Please restore Internet connection to that machine and try processing again.
If you have verified that your machine has a valid Internet connection and you've been able to navigate to and load multiple websites without issue, you may have an issue with a firewall software or anti-virus software blocking the outbound connection of Kennel Connection to the Internet. There are no ports that need to be open for Kennel Connection. Simply adding the software's executable file to the list of firewall or anti-virus exceptions should do the trick. This file is called kc7.exe and can be located in C:\KC7.
Related Articles
Credit Card Processing Troubleshooting Guide (Tenerum)
If you are unable to process credit cards and you're using Tenerum, please complete the steps in this guide to attempt to resolve the issue. Section 1: Error: Cannot find API Tenerum.net Section 2: Error: 9999 Validation error upon request Section ...Getting started with integrated credit card processing (Tenerum)
Tenerum Processing Only Welcome to your new integrated CC processing with your Kennel Connection software! Please view the below to get started. Note that processing credit cards or storing credit cards requires the chip reader device. Until you ...Installing and configuring your chip reader for integrated credit card processing (Tenerum)
Tenerum Processing only. Once you receive your new CC chip reader, you'll want to get it setup so you can start taking payments. Please see the below on how to install & configure your new device. Part 1: Installing your new CC device hardware. The ...CC processing error 5008 Terminal not active
Tenerum Processing only. If you're using integrated CC processing with Kennel Connection and you receive a 5008: Terminal not active error when trying to process payment ore retrieve stored CC data, it means your device ID is incorrect or a recent ...Completing a refund on a credit/deposit with CC processing
*Tenerum CC processing. There may be times where you need to refund a deposit/credit that was paid via CC. Here are the steps: In the top menu of Kennel Connection, click accounting and choose receipts. Locate the pre-payment/credit in the ...
After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET).
To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.
If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day.
- Kennel Connection Desktop - Will not open on any machine including server.
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.
*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.