topic Re: CIM is still down in Integration and Testing

CIM is still down

npiasecki — Tue, 26 May 2015 21:55:55 GMT

status.authorize.net says "monitoring" a resolution

Pingdom (our third-party monitoring service) and our own system show that CIM is still down ... http://stats.pingdom.com/awg3t4nsnd7a/1283656/2015/05

Please advise

Re: CIM is still down

RichardH — Tue, 26 May 2015 22:23:18 GMT

Hello @npiasecki

I just checked your monitoring site and it also shows that we are up, but was unavailable for you earlier. We don't have any additional information at this time. If this changes, we'll post here in the community.

If you continue to see issues, please contact customer service and provide as much detail as you can about the errors you are experiencing. They are available 24x7x365 to assist you.

Richard

Re: CIM is still down

npiasecki — Tue, 26 May 2015 22:30:06 GMT

Hi @RichardH,

If you look more closely at http://stats.pingdom.com/awg3t4nsnd7a/1283656/2015/05 you'll see it keeps reporting up/down/up/down/up/down because your response times are all over the place, and most production calls are still timing out. You really do have a problem. It is simulating an API call, not just pinging your server. I'm sure all your pings are good, but the API itself is still not functioning correctly.

I'll go ahead and contact Customer Support; based on past experiences, then, I don't expect CIM to come back up until someone tomorrow morning realizes that you never actually fixed the problem. Blame the customer, that's the Authorize.Net way!

Re: CIM is still down

Christophe — Tue, 26 May 2015 22:50:23 GMT

CIM definitely not working for us.

The status of things is a bit confusing at this time. Earlier the problem was announced as fixed, now it is not ?

Re: CIM is still down

Christophe — Tue, 26 May 2015 23:04:40 GMT

Customer support completely useless. Keeps repeating 'the problem is resolved'.

But CIM still not working.

Tried the live chat... not working either.

Help!

Re: CIM is still down

kisong — Tue, 26 May 2015 23:08:25 GMT

CIM is still down for us too. Please fix!

Re: CIM is still down

kisong — Wed, 27 May 2015 00:17:58 GMT

http://screencast.com/t/u5TmiGE9

Re: CIM is still down

kisong — Wed, 27 May 2015 10:08:00 GMT

It looks like CIM is back up for us as of 1:51AM Pacific, May 27.

Re: CIM is still down

npiasecki — Wed, 27 May 2015 10:35:45 GMT

As a matter of record for the community, our first failure was at 3:54 p.m. Eastern and the last failure was at 4:07 a.m., putting the total outage at just over 12 hours. It appears that the service came back up for some parts of the world earlier in the evening, but our monitoring and systems in Chicago, Phoenix, Toronto, Portland, and Las Vegas were down for nearly this full duration (this is also why our monitoring kept showing up/down/up/down/up/down behavior), though there were a few successul calls from Chicago for a brief period around 12:30 a.m.

Re: CIM is still down

Christophe — Wed, 27 May 2015 12:23:30 GMT

This has been quite disruptive, but whoever worked through the night to get this fixed, should be thanked.

Authorize.net please post and incident report: what went wrong, and what steps will be taken to reduce the probability of this happening again.