topic Re: Your Script Timed Out / Relay Response Never Posts using SIM in Integration and Testing

Your Script Timed Out / Relay Response Never Posts using SIM

matterickson7 — Thu, 09 Nov 2017 22:45:11 GMT

All ... I saw several old articles about this issue but I haven't seen any lately and I never saw a good solution!

Starting last week about 15% of our credit card trancations are giving hte user this message:

The reporting of this transaction to the Merchant has timed out. An e-mail has been sent to the merchant informing them of the error. The following is the result of the attempt to charge your credit card.

This transaction has been approved.

It is advisable for you to contact the merchant to verify that you will receive the product or service.

I then get this e-mail from Authorize.net ...

Authorize.Net Merchant,

Your script timed out while we were trying to post transaction results to it.

Transaction ID: nnnnnnnnnnnn

Transaction Result: This transaction has been approved.

After much research ...

1. The post for the relay response never reaches our servers

2. The time out on the relay response is supposed to be 10 seconds but it happens in some cases immediately

In old threads (from 2010) I saw people changing their DNS TTL to 1 week ... I will try that.

Any other ideas? Do I need to get off of SIM? Authorize.net support couldn't help.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

MDM — Thu, 09 Nov 2017 23:31:06 GMT

Excact same thing started happening to us last Thursday and still is 20-30% of transactions fail with this, and often the error comes up right after clicking the submit button. It's not even close to 10 seconds.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

matterickson7 — Thu, 09 Nov 2017 23:36:47 GMT

Yes ... started Thursday night. Friday wa bad ... but Monday was the worst. I changed my DNS TTL to 1 week and I will see if that helps tomorrow.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

sboyle — Fri, 10 Nov 2017 22:51:38 GMT

Hey matterickson7, We also started experiencing this issue last Thursday (11/2/2017). Used to get 1 or 2 of these a week and it ballooned into 1 or 2 an hour. Did increasing the TLL on your DNS help?

Re: Your Script Timed Out / Relay Response Never Posts using SIM

bretmaverick999 — Sun, 12 Nov 2017 22:26:01 GMT

Started happening Nov 7, 2017. Currently 5 of last 11 have failed! ZERO failures in previous six years. My hosting company swares up and down it's not them. HELP!!!! Also, I'm working on porting to a newer hosting platform, as my current one uses TLS 1.0, unsure if this is related.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

bretmaverick999 — Mon, 13 Nov 2017 00:28:59 GMT

Just had this happen again. I have a script running on the server for my sebsite. It sits in a loop doing the following:
- pings the ip address for processing my credit card requests
- cat /proc/load average
- sleep 10
Output from above commands is appended to a file.

I just searched the log file and at the time the connection timed out my server is reporting the following load values (with the minute before and after the failure):
Sun Nov 12 15:46:07 MST 2017 0.67 0.72 0.94 1/1179 3777
Sun Nov 12 15:46:17 MST 2017 0.57 0.69 0.93 1/1174 3801
Sun Nov 12 15:46:27 MST 2017 0.48 0.67 0.92 1/1173 3836
Sun Nov 12 15:46:38 MST 2017 0.40 0.65 0.91 1/1181 3875
Sun Nov 12 15:46:48 MST 2017 0.50 0.66 0.91 1/1184 3916
Sun Nov 12 15:46:58 MST 2017 0.42 0.64 0.90 1/1192 3953
Sun Nov 12 15:47:08 MST 2017 0.35 0.61 0.89 1/1187 4025
Sun Nov 12 15:47:18 MST 2017 0.30 0.59 0.88 2/1184 4067
Sun Nov 12 15:47:28 MST 2017 0.25 0.57 0.87 1/1180 4104
Sun Nov 12 15:47:38 MST 2017 0.21 0.55 0.86 1/1179 4122
Sun Nov 12 15:47:48 MST 2017 0.18 0.54 0.85 1/1180 4140
Sun Nov 12 15:47:58 MST 2017 0.37 0.57 0.86 1/1184 4176
Sun Nov 12 15:48:08 MST 2017 0.71 0.63 0.87 1/1194 4423
Sun Nov 12 15:48:18 MST 2017 0.83 0.66 0.88 1/1190 4535
Sun Nov 12 15:48:28 MST 2017 0.70 0.64 0.87 1/1174 4572
Sun Nov 12 15:48:38 MST 2017 0.59 0.61 0.86 1/1170 4597
Sun Nov 12 15:48:48 MST 2017 0.57 0.61 0.86 1/1170 4618
Sun Nov 12 15:48:58 MST 2017 0.56 0.61 0.85 1/1174 4654

Additionally all ping times between my server and your server for each of the above load values is no more than 22.8ms.

Because of this problem I've submitted an eTicket, number is 1-463597431.

Need this looked into ASAP.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

matterickson7 — Mon, 13 Nov 2017 14:55:11 GMT

No ... changing the TTL to 1 week did not help ...

Re: Your Script Timed Out / Relay Response Never Posts using SIM

matterickson7 — Mon, 13 Nov 2017 14:55:36 GMT

I updated my TTL to 1 week ... no effect.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

BenPutnam — Mon, 13 Nov 2017 16:16:16 GMT

Our customer's are reporting a similar error and it started about the same time:

The reporting of this transaction to the Merchant has timed out.

An e-mail has been sent to the merchant informing them of the error.

The following is the result of the attempt to charge your credit card.

This transaction has been approved.

It is advisable for you to contact the merchant to verify that you will receive the product or service.

Our servers are running at 1-5% utilization and our ISP (Peak10) says everything is normal.

Does anyone know what is going on?

Re: Your Script Timed Out / Relay Response Never Posts using SIM

matterickson7 — Mon, 13 Nov 2017 16:58:44 GMT

Ben ... I am not sure this is related but we also use Peak10. I haven't started a suport ticket with them yet as I don't have an real details. What datacenter location are you using? Think it is related?

@BenPutnam wrote:

Our servers are running at 1-5% utilization and our ISP (Peak10) says everything is normal.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

BenPutnam — Mon, 13 Nov 2017 18:18:47 GMT

It would not surprise me, Louisville, KY. I had an incident with them if you want to reference it when you call: INC0422583

Re: Your Script Timed Out / Relay Response Never Posts using SIM

BenPutnam — Mon, 13 Nov 2017 21:02:51 GMT

@matterickson7 wrote:
Ben ... I am not sure this is related but we also use Peak10. I haven't started a suport ticket with them yet as I don't have an real details. What datacenter location are you using? Think it is related?
@BenPutnam wrote:

Our servers are running at 1-5% utilization and our ISP (Peak10) says everything is normal.

Matt, did you get a chance to talk with Peak10?

Re: Your Script Timed Out / Relay Response Never Posts using SIM

matterickson7 — Tue, 14 Nov 2017 14:04:48 GMT

Ben ... I opened INC0426961 with them. We are also in Louisville. They are asking for traceroute information. I am not sure what IP to use for Authorize. I also have a ticket open with Authorize. I will ask them ... :)

Let's take this offline? e-mail me at merickson at pcshq.com ...

Re: Your Script Timed Out / Relay Response Never Posts using SIM

BenPutnam — Tue, 14 Nov 2017 15:33:29 GMT

@matterickson7 wrote:
Ben ... I opened INC0426961 with them. We are also in Louisville. They are asking for traceroute information. I am not sure what IP to use for Authorize. I also have a ticket open with Authorize. I will ask them ... :)

Let's take this offline? e-mail me at merickson at pcshq.com ...

Did you get my email?

Our customers are saying that it does not wait 10 seconds, it pops up immediately with the timeout error.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

RichardH — Tue, 14 Nov 2017 16:47:10 GMT

If the error is seen immediately, that would indicate we're unable to POST to your website. If your ISP uses a whitelist, you may wish to confirm with them that the following addresses are configured for Authorize.Net:

198.241.168.60
198.241.162.104

198.241.206.38

198.241.207.38

https://community.developer.authorize.net/t5/Integration-and-Testing/Authorize-Net-Relay-Response-Silent-Post-Whitelist-IP-Addresses/m-p/48151/highlight/true#M24281

Richard

Re: Your Script Timed Out / Relay Response Never Posts using SIM

BenPutnam — Tue, 14 Nov 2017 18:29:43 GMT

@RichardH wrote:
If the error is seen immediately, that would indicate we're unable to POST to your website. If your ISP uses a whitelist, you may wish to confirm with them that the following addresses are configured for Authorize.Net:

198.241.168.60
198.241.162.104
198.241.206.38
198.241.207.38

https://community.developer.authorize.net/t5/Integration-and-Testing/Authorize-Net-Relay-Response-Silent-Post-Whitelist-IP-Addresses/m-p/48151/highlight/true#M24281

Richard

I have asked Peak10 to white list these addresses, INC0428042.

Could you give us a tracert to: 216.26.167.225?

Re: Your Script Timed Out / Relay Response Never Posts using SIM

matterickson7 — Tue, 14 Nov 2017 19:48:52 GMT

Also ... it is not every transaction ... it is only 15%. Is it possible that Authorize added a new IP address 11/3?

Re: Your Script Timed Out / Relay Response Never Posts using SIM

BenPutnam — Tue, 14 Nov 2017 20:29:17 GMT

Ours is the same way, only once in a while.

Re: Your Script Timed Out / Relay Response Never Posts using SIM

BenPutnam — Wed, 15 Nov 2017 13:31:48 GMT

@RichardH wrote:
If the error is seen immediately, that would indicate we're unable to POST to your website. If your ISP uses a whitelist, you may wish to confirm with them that the following addresses are configured for Authorize.Net:

198.241.168.60
198.241.162.104
198.241.206.38
198.241.207.38

https://community.developer.authorize.net/t5/Integration-and-Testing/Authorize-Net-Relay-Response-Silent-Post-Whitelist-IP-Addresses/m-p/48151/highlight/true#M24281

Richard

Could you please provide us with tracert information to (216.26.167.225) our IP?

This is the response from our ISP:

"Our infrastructure is setup for routing only and we do not perform any packet filtering outside of firewall management. Therefore, we do not have the ability to whitelist IP addresses. There should be no restrictions to/from any IP address for the INET circuit we provide. Would you be able to provide traceroute or packet captures to ensure there isn't a routing issue?"

Re: Your Script Timed Out / Relay Response Never Posts using SIM

sboyle — Wed, 15 Nov 2017 15:02:51 GMT

Richard, I had our network admin whitelist these IPs and in the day since we did that, we had 14 out of 44 transactions timeout. Any other suggestions?