Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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I'm using Authorize.net as my payment gateway. As of last night, all orders placed through my site are producing an error. The response I get is "payment error - timeout. authorize funds failed."
I contacted authorize.net and they said that the site isnt connected to them. Has anyone experienced this issue before? Could you help me diagnose the connection issue?
Thanks!
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Rank: Member
Joined: 9/26/2008(UTC)
Posts: 121
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Try to check out your firewall settings. |
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Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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I've established that there is not a problem connecting to authorize.net - our connection is working fine. And, the message is not from auth.net, but rather it's a BV generated messages.
So, the problem seems to lie somewhere with our software. It seems to be that the checkout page is timing out.
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Rank: Administration
Joined: 4/2/2004(UTC) Posts: 2,393 ![United States]( "United States") Location: Hummelstown, PA Thanks: 6 times
Was thanked: 163 time(s) in 158 post(s)
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Paul,
Where are you seeing that error, in the Order Notes, BV Audit Log, etc? Also, have you tried to set the payment process (in BV) to Debug Mode so you can get a more detailed log of what's happening? |
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012 |
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Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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Hi Aaron, thanks for writing back. The issue resolved itself but then resurfaced. When it happens, I see the error in the order notes.
Here is more information based on our research...
We're running 2 different BV sites on the same server. We only experience the issue with Site A. Site B works fine.
We feel the issue might be related to a high hourly order volume on site A. It was about 90 orders per hour when the issue surfaced.
We recycled the application pool and are able to connect again, resolving the issue (likely temporarily).
We did some packet sniffing at the firewall level by turning one site off and then the other - and found that packet sizes were significantly smaller for the site with the problem. It appeared that authorize.net was dropping the connection.
It's our assumption that because of our order volume, something happens in BVC when we hit a certain order volume per hour (perhaps caching) that is causing a malformed request to authorize.net.
Are we on the right track? Any information anyone could provide is greatly appreciated.
Thanks!
Paul
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Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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I've discovered something that could be causing this issue... I was batch capturing funds for lists of orders of about 60-75 at a time. After a few batches that worked well, the next batch timed out. After that, we encountered the payment error - timeout issue.
Has anyone experienced a similar problem, or could shed some light?
Thanks!
Paul
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Rank: Administration
Joined: 4/2/2004(UTC) Posts: 2,393 ![United States]( "United States") Location: Hummelstown, PA Thanks: 6 times
Was thanked: 163 time(s) in 158 post(s)
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How are you running the batches? Is it possible that you're just getting a server timeout (on your end) due to how long it's taking to execute? Then, if it fails once, do subsequent batches take longer to process since you have to process the remaining transactions from the failed batch? |
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012 |
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Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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From the order manager page - /BVAdmin/Orders/default.aspx - I'm going down the list and checking off the orders I want to capture funds for. But if the payment error occurs, no transactions (auths and captures) can be processed until the application pool is recycled. Or until it corrects itself which takes a varying amount of time. I'll ask my team the questions you've asked me and see what they say. Thanks Aaron.
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Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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I'm still experiencing this issue, whenever I capture about 175 or so orders within an hour or so. Marcus, can you provide any insight?
Once the timeout error occurs, no transactions will go through until the application pool is recycled. Any help you can provide is greatly appreciated!
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Rank: Member
Joined: 11/5/2003(UTC)
Posts: 1,786
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I haven't seen this error before. Which version and service pack of BV are you using?
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Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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For this site, we're running BV 5.7.1
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Rank: Member
Joined: 11/5/2003(UTC)
Posts: 1,786
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And as far as you know nothing has changed on your network and servers? No changes to firewall settings? Patches? Security Updates? Anything that may impact network connections for authorize.net?
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Rank: Member
Joined: 11/15/2010(UTC)
Posts: 12
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That's correct - nothing has changed that would impact network connections for auth.net.
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Rank: Administration
Joined: 4/2/2004(UTC) Posts: 2,393 ![United States]( "United States") Location: Hummelstown, PA Thanks: 6 times
Was thanked: 163 time(s) in 158 post(s)
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Originally Posted by: "paul_dmip"  From the order manager page - /BVAdmin/Orders/default.aspx - I'm going down the list and checking off the orders I want to capture funds for. Rereading this whole thread it sounds like this is what's causing the timeout: the admin page is timing out because it's taking too long to process the batch. Then, for whatever reason (perhaps an unclosed connection to Authorize.net?), all subsequent requests to Authorize.net fail. Originally Posted by: "paul_dmip" But if the payment error occurs, no transactions (auths and captures) can be processed until the application pool is recycled. Or until it corrects itself which takes a varying amount of time. Since recycling the app pool fixes it, this definitely sounds like the issue is on your end. Have you tried reducing the number of orders that you batch at one time? That seems like a good place to start. |
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012 |
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