Intermittent Invalid OTS Token Errors (E00114)

[DoomHamster]

We have started to get intermittent "Invalid OTS Token" errors today when creating a new user profile.  Most of our attempts to create a user profile work fine and, prior to today, we recieved an occaisional error every couple of weeks.  We have found that if a customer gets this error (nine so far today) and they refresh the checkout page to initiate a new transaction, their next attempt works fine.

Is anyone else seeing an uptick in these errors today?  Any good way to mitigate?  

[dbroome]

Thank you Richard, I am on the phone with support now.  They do not know who to escalate to.  Can you advise me what I should mention to them?

[RichardH]

@dbroome Ask to be escalated to a support specialist.

Richard

[dbroome]

Thanks!

[DoomHamster]

So, apparently, the fix is not permanent.

This problem has started up for us in production again beginning on 2017-05-02 00:32:59.807.  I have called your support and escalated it but they have said that it could take until Friday for a resolution because you have been very busy lately.  I'm sure you can appreciate that that is an unacceptable timeline.

If there is anything you can do on your end to expedite, it would be greatly appreciated!

[dbroome]

Unacceptable indeed.  It is now more than 10% of all our transactions.  Perhaps there are businesses that can stand to lose 10% of their revenue, but ours isn't one of them.  How can we assist in getting this resolved asap?

[RichardH]

@DoomHamster @dbroome

After some additional checking, apparently ome network configuration changes being made on our side at the timeframe you reported.  And our operations team is actively discussion how to avoid similar issues in the future.

The issue should now be resolved, but I am interested in learning how long you experienced the issue?

Richard

[DoomHamster]

@RichardH This current round started today at 00:32:59.807 MDT and our most recent error was at 11:27:42.800 MDT.

[dbroome]

I saw 6 failed transactions on the 1st, but the largest number started in the time frame @DoomHamster reported.  I am still receiving error reports that it is ongoing.  Most recently was 1:08 CDT as I am typing this.

[RichardH]

@dbroome @DoomHamster

Would it be possible for you to provide some log information I can share with operations showing when it started, successful and failed requests?  

You can send either in a private message or to developer@authorize.net

Richard

[dbroome]

I'll try to compile some log info for you.  Please convey that it is most definitely NOT resolved.  28 instances since your last post.

By the way, thanks for helping with this :-)