Intermittent error "52" in production

[dahlx039]

Setup:

  Production SIM installation processing 10,000+ annual transactions

  Technology stack: Oracle, Java, Tomcat, JSP

Problem:

Over the last two weeks we have seen an increase in our rate of "52" errors delivered to our customers (donors) from < 1% to 8%. Of transactions processed.  We cannot identify any changes to our production instance that would have caused the problem.  The referenced support article's:

https://support.authorize.net/authkb/index?page=content&id=A555&actp=search&viewlocale=en_US&searchi...

suggestions have been followed without success.

Sample error message:

-----------------------------------------------------------------------

**Please DO NOT REPLY to this message. E-mail support@authorize.net if you have any questions.

Authorize.Net Merchant,

Your script timed out while we were trying to post transaction results to it.
 Transaction ID: ##########
Transaction Result: This transaction has been approved.

The following message was displayed to the customer:

------------------------------

An error occurred while trying to report this transaction to the merchant. 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.

-----------------------------------------------------------------------------------------

Any advice would be appreciated.

[TJPride]

Given that the boards aren't awash in people with similar problems, I'm guessing something has changed on your end to add more lag or unavailability. Could be something as simple as Internet congestion in your region due to fires taking out trunk lines, for instance. You could try testing this by setting up a hosting account somewhere across the US from you and having it ping your server every few seconds, and at the same time set up something on your server to call Authorize.net every few minutes with some sort of junk call, just to test response times.

[Lilith]

Just as a matter of clarity--you mention "error '52'" but then you provide a SIM Relay Response timeout error message. I presume you can see a successful transaction in your account when this error occurs? If that is the case, then this is not actually an error 52, as error 52s will cause the transaction to be logged with a General Error.

Also, error 52s only happen for AIM transactions, in the rare case that Authorize.Net received an AIM transaction request and successfully processes it, but cannot send the request because of the connection abnormally closing.

I concur with TJPride--the best thing to do would be to try some diagnostics with a server physically located some distance away from the server encountering these issues. If you can obtain some networking logs to help show where the connection is being lost, that would also be helpful. (Note that Relay Response involves your server sending its receipt page HTML to our servers, and then our passing the HTML on to the customer.)