topic Re: SIM Integration Relay Response Script Timing Out Error in Integration and Testing

SIM Integration Relay Response Script Timing Out Error

whiskeyseven — Tue, 14 Jan 2014 16:21:04 GMT

Hey Folks,

I've got a very tough issue here.

We're using the SIM Integration method, and we've got a relay response page.

We're processing several thousand transactions a day, and the vast majority of them ARE successful, so I'm fairly certain this is not a configuration issue.

HOWEVER, every so often we get a transaction that clears successfully on auth.net, but the order doesn't show up recorded in our system. Then we get the e-mail from auth.net saying "Your script timed out while we were trying to post transaction results to it. "

I can see the request to our relay response page in my access logs, so I know the request was made. Also, there is NO corresponding error in my error logs at that timestamp, so I know the page loaded.

For some reason, it seems that Auth.net's servers are having to wait more than 10 seconds (the timeout window according to the documentation) for our page to come back. There are no complex scripts on our relay response page, it's generated instantly. And, as I said above, this setup works the majority of the time.

So here's the question: how can I avoid this? Why is the timeout window so small? And if this happens, what's best-practice for recovering from it?

I wish I could talk to an actual engineer about it on the phone, but all I ever get are sales folks who direct me here to the message boards. :)

Thanks in advance for any advice...

Re: SIM Integration Relay Response Script Timing Out Error

RichardH — Thu, 16 Jan 2014 23:46:34 GMT

Hello @whiskeyseven

It doesn't look like anyone has responded yet, but someone still may have feedback on what you're looking for. I'd recommend subscribing to this topic so that you'll be alerted via email if anyone else from the community is able to respond with any comments. To subscribe, click Topic Options at the top of this thread and then select Subscribe. You'll then receive an email once anyone replies to your post.

Thanks,

Richard

Re: SIM Integration Relay Response Script Timing Out Error

abellefeuille — Tue, 01 Apr 2014 15:58:07 GMT

I'm having the same issue with a website that's been launched for over a year now. This just suddenly started at the beginning of last month. Help!

Re: SIM Integration Relay Response Script Timing Out Error

RichardH — Tue, 01 Apr 2014 16:13:01 GMT

Are there any additional details to help us troubleshoot with you? For example, are you using HTTPS or HTTP?

Richard

Re: SIM Integration Relay Response Script Timing Out Error

niroshan — Tue, 01 Apr 2014 16:41:19 GMT

Hey Richard,

We're also experiencing this exact same issue. We're using HTTPS. I know you guys are working on something dealing with SHA-2 certificates but that is not something we use. According to our logs the request never seems to make it to our servers. I tried submitting a request to your developer support about this but only got a really vauge response saying "It is some issue on your end". I was hoping that someone would be able to provide some more detailed troubleshooting tips. Also would it be possible to create a ticket to see if Authorize can actually successfully hit our servers?

Re: SIM Integration Relay Response Script Timing Out Error

RichardH — Tue, 01 Apr 2014 17:16:06 GMT

Hello niroshan:

Do you see the same behavior when testing in the sandbox?

Richard

Re: SIM Integration Relay Response Script Timing Out Error

niroshan — Tue, 01 Apr 2014 17:25:27 GMT

The last time we tested in the sandbox was over a year ago and had no issues. The thing with this issue is that it seems to happen to only 5% of our transactions. Currently we're testing this on the production instance running on test mode. Are there any other fixes that are on the sandbox (besides the SHA-2 certificate fix) that the production instance didn't have? The reason we're using the production instance on test mode is to mimic the real this as closely as possible. Its a little tricky for us to reproduce this since it happens only 5% of the time.

Would it help in any way if I gave you guys a few transaction Ids that cleared Authorize but never made their way to our servers?

Thanks,

Re: SIM Integration Relay Response Script Timing Out Error

RichardH — Tue, 01 Apr 2014 17:43:17 GMT

Yes, please use the form at http://developer.authorize.net/support to provide some recent transactions where the relay response timed out.

Also, when you use Test Mode in production, the system only confirms that the API Login and Transaction Key are correct and returns OK. Because no actual processing occurs and the transaction is not stored, you should not use Test Mode in production for anything other than to confirm your API Login and Transaction Key are valid.

Richard

Re: SIM Integration Relay Response Script Timing Out Error

niroshan — Wed, 02 Apr 2014 20:27:32 GMT

Hey Richard,

So we've tested this out using test mode just to see if there was any network issues. We enabled logging on our firewall to ensure it wasn't some network issue on our end. We did well over 100+ transactions today in test mode over the span of an hour and it seems like all of them had made it through.

Would testing on the sandbox be any different? I know you mentioned that test mode is only useful for confirming the API login and transaction key but would the sandbox do anything different than test mode? Would it more closely mimic the production instance workflow? Our would we be stuck having to use the production instance (and make something like 1 cent payments)?

Now I did submit some example transactions that we got from our clients using the support form and we're kind of just waiting on a response. Would you be able to give an estimate as to how long it will take to get a response?

Re: SIM Integration Relay Response Script Timing Out Error

comar — Thu, 03 Apr 2014 21:15:18 GMT

Same problem here. It look like the transaction does not even get to our server.

And it looks like we have the same problem at the same time, transactions were working fine until nearly 10 days.

According to documentation one of the thing that can cause the problem could be SSL. So this should work.

PKCS #1 SHA-1 With RSA Encryption
we carry two fingerprints in the cert, sha1 and sha256

The timout message looks weird to me. When testing, we don't get 10s before authorize.net gives us the timeout message. The displaying of the message is instantaneus. So either the timout is not 10s but 10ms, either it is NOT a timeout issue.

Re: SIM Integration Relay Response Script Timing Out Error

RichardH — Thu, 03 Apr 2014 21:44:03 GMT

Hello everyone,

We're still working to isolate this issue, and we really appreciate the input and troubleshooting steps you have provided. As soon as I have more information, or if we have additional questions we need answers to assist us, I'll let you know.

Richard

Re: SIM Integration Relay Response Script Timing Out Error

comar — Tue, 08 Apr 2014 12:43:10 GMT

Any news on this ?

Re: SIM Integration Relay Response Script Timing Out Error

Lilith — Tue, 08 Apr 2014 15:54:59 GMT

I wanted to clarify a few things brought up in this thread.

It is true that there is a ten-second timeout for Relay Response. That timeout begins the moment we successfully connect to your server. If there is a failure to connect, you will see the Relay Response "timeout" message immediately. In my experience, SSL/TLS negotiation issues are the biggest reason for Relay Response to fail.

To address the SSL/TLS issue, we recently installed a patch that enabled SHA-2 ciphers, which seemed to be the largest cause of the issue. At this point, we expect merchants whose SSL/TLS configuration requires SHA-2 to have no issues with accepting Relay Response data from us.

However, this patch did not address support for Server Name Indication (SNI), which allows web servers to use more than one SSL certificate, in support of multiple domains on the same server. My research suggests we may need to upgrade our web servers entirely to support this. The good news is, while I cannot divulge specific dates yet, we are moving forward with a project to upgrade those servers, currently slated for the next few months, and we can revisit SNI support after that upgrade.

----------

That said, this thread brings up intermittent issues, which suggest a single server may be misconfigured, and not constant issues that suggest a more basic issue like SNI support.

I will be asking if we can gather statistics on Relay Response errors across our transaction servers, to see if there is a single server impacted. I'll keep the thread updated on the results.

It would be helpful if those of you reporting intermittent Relay Response issues could check for SSL/TLS negotiation errors when we send the data. I believe on IIS-based servers you may need to enable WinHTTP logging first, then check the log for SSL/TLS errors. There are similar steps you may need to take on Apache servers.

Re: SIM Integration Relay Response Script Timing Out Error

comar — Thu, 10 Apr 2014 13:52:58 GMT

Our last succesfull transaction happened on the 14th of mars. Since then there is ALWAYS a timeout error being shown to customers. The error messge is displayed immediatelly, making the timeout message a bit odd...

So, for us it is not intermitent at all. We did not make any changes on the payment code.

We recognize anyway that it could come from a bug on our side. So we try to debug the ssl problem...

We need to find from which IP addresses the connection is attempted from (on authorize.net side). Is there any documentation for helping debug this ?

Thanks for the help

Re: SIM Integration Relay Response Script Timing Out Error

Lilith — Thu, 10 Apr 2014 15:52:31 GMT

There isn't a single server that handles all Relay Response data, but you should be seeing it coming from the 64.94.118.* (64.94.118.0/24) range, in both Production and Sandbox.

Let me know if you see anything in your logs.

Re: SIM Integration Relay Response Script Timing Out Error

comar — Thu, 10 Apr 2014 18:38:26 GMT

Ok, looking at the logs for some time. Testing with 3 transactions that where successfull.

There is nothing in the logs. Even an attempt from authorize.net... Since the last one on march 14th...

www.XXXXXXXXXX.com.log.4.gz:XXXXXXXXXX - - [14/Mar/2014:12:20:09 -0400] "GET /cart/authnet_simdpm/order_complete?code=XXXXXXXXXX&oid=193561&pid=authnet_simdpm%7Ccommerce_payment_authnet_simdpm&type=auth_capture&msg= HTTP/1.1" 302 5 "https://secure.authorize.net/gateway/transact.dll" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.9; rv:17.0) Gecko/20100101 Firefox/17.0"

www.XXXXXXXXXX.com.log.4.gz:XXXXXXXXXX8 - - [14/Mar/2014:12:20:10 -0400] "GET /checkout/193561/payment/return/XXXXXXXXXX HTTP/1.1" 302 5 "https://secure.authorize.net/gateway/transact.dll" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.9; rv:17.0) Gecko/20100101 Firefox/17.0"

www.XXXXXXXXXX.com.log.4.gz:XXXXXXXXXX - - [14/Mar/2014:12:20:11 -0400] "GET /checkout/XXXXXXXXXX/complete HTTP/1.1" 200 10222 "https://secure.authorize.net/gateway/transact.dll" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.9; rv:17.0) Gecko/20100101 Firefox/17.0"

https://www.XXXXXXXXXX.com/admin/commerce/orders/193561/payment

This was the last successfull order that was recorded in our website. Since then all order is getting the timeout message that is given instantly after clicking the submit button on the authorize.net form.

I wonder if authorize.net even tries to connect...

Re: SIM Integration Relay Response Script Timing Out Error

Lilith — Fri, 11 Apr 2014 16:58:27 GMT

Did you enable HTTPS logging as described here? I can assure you we make the attempt but it's entirely possible you won't see it in the main HTTP logs because SSL/TLS fails before the actual HTTP call begins.

Re: SIM Integration Relay Response Script Timing Out Error

comar — Fri, 11 Apr 2014 21:03:48 GMT

I verified that the ssl log is working. yes I'm sure.

Re: SIM Integration Relay Response Script Timing Out Error

Lilith — Mon, 14 Apr 2014 16:40:48 GMT

But I'm not asking if SSL logging is working--I'm asking if SSL negotiation is working when we send data to you.

Next time there is a Relay Response timeout, would you check those SSL logs for any issues indicating a failure to negotiate, please?

Re: SIM Integration Relay Response Script Timing Out Error

niroshan — Thu, 01 May 2014 19:03:56 GMT

Just wondering if there are any updates on this issue? Did it turn out to be a radom misconfigured server or are you guys still looking into this?