topic Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou in Integration and Testing

DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Account

StephenS — Wed, 01 Aug 2012 19:36:39 GMT

This is an update to our original post at:

http://community.developer.authorize.net/t5/Integration-and-Testing/DPM-only-working-intermittently-Using-Form-post-to-return-info/td-p/28380

With DPM, a developer account, and using an SSL link for the relay response we ran hundreds of transaction with no AN issues
With DPM - same code, a live customer account, and using a SSLlink for the relay response, at least 10% of our transaction submittals time out with no repsonse from AN (no log entries)
With DPM, a live customer account, and using an non-SSLlink for the relay response, all transactions seem to be working as intended.

Our conclusions:

Developer accounts and live accounts respond differently to the same situations and code
There are SSL issues we do not understand on a live account, but not on a developer account.

We have checked our SSL certificate at:

http://www.digicert.com/help/ and

https://www.ssllabs.com/ssltest/analyze.html

and do not see any issues but then we are not sure what to look for. There is nothing in the AN documentation about this so any help resolving this issue would be appreciated.

Thanks.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

ragnarok77 — Wed, 01 Aug 2012 21:50:55 GMT

We have been experiencing the same issue since we changed the certificate to digicert. The problem occurred right after we switch the certificate.

Which CA are you using?

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Wed, 01 Aug 2012 22:20:48 GMT

We use SecureTrust.

Does it work on a developer (test) account? That is one of the confusing items.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

ragnarok77 — Wed, 01 Aug 2012 23:27:21 GMT

It definitely works on test account. We've been using SIM (similar to DPM) for two years. We only started to see these timeout errors two weeks ago, right after we changed CA. The failure rate is about 10%.

Before that the system was pretty solid. My guess is that Authorize.net uses a large farm of servers to send relay messages. And some of their servers don't have certain root CAs installed.

We used Wireshark to capture the traffic. For those failed transactions, Authorize.net tried to negotiated the certificate. However after negotiation is done, they never sent us the actual relay message, very like because they don't trust the certificate.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Wed, 01 Aug 2012 23:46:07 GMT

We've been using AIM for ten years with no issues. And we have used SIM as an intermediate step to DPM. Have converted to DPM to help with PCI compliance.

I have a ticket in AN support but have not had a response in 48 hours -- not what you would expect! I am suprised a moderator from AN has not responded here to. AN need to help by providing some documentation on this.

I see others have also had issues with SSL. We have spent two weeks trying to troubleshoot this, and seeing the difference between developer and live accounts, and SSL and no SSL, would clearly indicate that AN have a problem and that relying on developer accounts for development can lead to real problems. As you say, the servers in their farm are probably not equal.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

RichardH — Thu, 02 Aug 2012 00:05:24 GMT

@ragnarok7 @StephenS

I've been watching this thread with great interest, but don't yet have any specific information on a solution, so please stay tuned while we dig a little more into your reports.

Richard

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Thu, 02 Aug 2012 00:30:13 GMT

@RichardH. Thanks for looking into this. Appreciated!

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

rellington — Thu, 02 Aug 2012 14:31:26 GMT

We are seeing the same issue since switching to Digicert a week ago. We too have taken a packet capture and see that Authorize.Net is gracefully terminating the SSL connection without sending a POST. I've been pestering A.net as much as possible concerning this and they say it's not their problem.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Thu, 02 Aug 2012 23:26:01 GMT

@RichardH. Any information on this yet?

I still have not any response from support (now 3 business days) so this does not reflect well on AN.

Given that a developer account is fine and real accounts exhibit the issue I cannot see that the usual "your code is the problem" really applies unless there are differences in the two account types that are not publicly known.

I see other recent threads with SSL issues too.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

RichardH — Fri, 03 Aug 2012 17:44:40 GMT

We're still working on resolution. As soon as I have anything to report, I'll post here in the community.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Fri, 03 Aug 2012 18:17:33 GMT

@RichardH. Thanks. If fhere is anything we can do to assist with trouble shooting or otherwase please let us know.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

rellington — Sat, 04 Aug 2012 02:25:47 GMT

My e-ticket claims the problem is now solved. Can we have some technical explanation of what caused this? It took me nine days of pestering support only to be told that the issue was with our code. I even had packet captures showing the Authorize.net server terminate the connection to our server without sending a POST. Finally an email to our sales rep from our COO got some attention paid to the issue. This after the engineer, Sunny, stopped replying to my support ticket. Was the issue related to one of the A.net servers not having the Digicert root CA cert in its trust store? It amazes me that a company in charge of processing payments has such poor technical support. Payment processing is kind of important.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

tdavis1198 — Mon, 06 Aug 2012 17:46:39 GMT

We are having the same intermittent SSL failure issues. Any updates on a fix for this?

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Mon, 06 Aug 2012 17:53:15 GMT

No, we have not yet had a repy (after a week) from support. I hope AN Managers monitor this board. Communication is the first key for keeping customers happy and they are not doing that. Not even an acknowledgement there might be a problem.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

RichardH — Mon, 06 Aug 2012 21:32:14 GMT

A change was recently implemented that should correct this problem. Please confirm that you you are no longer seeing an error on your sites.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Mon, 06 Aug 2012 21:40:34 GMT

Thank you @RichardH. When was the change made?

However, at this point we are not prepared to"experiment" on our production site given the issues we have had until we get some detailed explanation of what the problem was and whether it would explain developer accounts working and production accounts having intermittent problems. We are owed that.

And why is the formal support group ignoring this through the e-ticket mechanism?

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Thu, 09 Aug 2012 17:50:49 GMT

We still have not received any information on what changes were made to correct the issue. We continue to side step the issue by not using SSL in the relay response link and are always seeing AN call the relay response link.

However, another intermittent issue has cropped up. Our relay response link loads this page (we have removed the scripting elements to get the form fields):

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01//EN"
	   "http://www.w3.org/TR/html4/strict.dtd">
<!--Copyright &copy; 1999-2012. All rights reserved.-->
<HTML>
<HEAD>
<title>Ready for Processing</title>
</HEAD>

<BODY>
<form action ="https://full path back to our site/Silent_DPMRecv.cfm?red=53000&frName=win3" method = "post" name = "GoToProcess" target="_self">
		
	<INPUT type="hidden" value="value1" name="name1">
	<INPUT type="hidden" value="value2" name="name2">
	<INPUT type="hidden" value="value3" name="name3">
	...
	...
	<INPUT type="hidden" value="valueN" name="nameN">
</form>
<script type="text/javascript">
window.onload = function() {
   document.GoToProcess.submit();
}
</script>
</BODY>
</HTML>

The intermittent problem is that the form above is never submitted back to us once AN has consumed the page. Again we have run this process hundreds of time on a developer account with issue, but on the production account it is an intermittent problem (less than 10% of transactions). And we very much doubt it is an issue of our web server or SSL certificate since we have been running AIM without any issues for many years on the same server and cert.

Any thoughts?

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

RichardH — Thu, 09 Aug 2012 18:49:53 GMT

StephenS

Unfortunately, we are unable to disclose any details of changes and processes for our production systems. However, I have escalated your most recent report to the product team for closer examination.

Richard

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

StephenS — Thu, 09 Aug 2012 19:07:58 GMT

@RichardH. Thanks for the note. I understand that details may not be forthcoming but something like this would add comfort "We found an issue with our handling of SSL certs on one of our new servers, and made the necessary changes". It is just nice to get a head on response to the problem.

Re: DPM works with SSL intermittently in live account;OK without SSL, or with SSL in Developer Accou

RichardH — Tue, 14 Aug 2012 17:57:32 GMT

StephenS: Just a quick note letting you know our production team is still working on issue you reported.