New error in sandbox: transaction cannot be found

[mla]

We're seeing a new problem in the sandbox.

AUTH request is submitted via DPM. Then site submits a PRIOR_AUTH_CAPTURE through AIM. It's worked fine for a very long time.

On our integration server, we're now seeing a "The transaction cannot be found." error response (reason code 16, subcode 2)

The trans_id does match between the requests. I just logged into the sandbox and can see the AUTH record there (trans_id 40002062902)

Did something change with the sandbox related to this? Is there a new delay between when a AUTH happens and when it becomes visible to AIM?

[mla]

This does appear to be a timing issue.

If I add a 2 second delay between DPM response and issueing AIM capture request, I'm not seeing the error.

Do we think this is isolated to the sandbox, or we need to worry about production too?

[jephillips34]

We've started seeing this same issue today in the sandbox, trying to do an AIM PRIOR_AUTH_CAPTURE using the transaction id from a CIM createCustomerProfileTransaction.

"The transaction cannot be found." error response (reason code 16, subcode 2)

The error seems to be happening sporadically, and it seems to be a toss-up if any given transaction succeeds or fails.

We are in the middle of UAT testing for a huge deployment, and this is really throwing a wrench into the works...

Is there any possible solution, other than trying to introduce a 2-second delay into the processing?

-John Phillips

[jephillips34]

This is happening again today.

[RichardH]

Hello @jephillips34

I've reported your issue to the product team.  Are we talking seconds, minutes or hours and still not found?

Also, could you please provide your Sandbox Gateway ID.

Richard

[jephillips34]

Richard,

Our payment processing always first performs an auth_only request, as part of the overall payment validation stage, and then (assuming everything validated) immediately performs a PRIOR_AUTH_CAPTURE request with the transactionId from the auth_only response.  The time between the auth_only response and the prior_auth_capture request is normally just under 2 seconds.

Our Sandbox Gateway Login ID: DirexxisTest01

Here is a log snippet captured yesterday:

2016-11-03 17:01:42,031 DEBUG [com...payment.service.impl.PricingServiceImpl -> log] [ -> /com...payment.service.impl.PricingServiceImpl] processing user account American Express ending in 1000
2016-11-03 17:01:43,125 DEBUG [com...payment.authnet.service.impl.CreditCardPaymentProfileServiceImpl -> log] [ -> /com...payment.authnet.service.impl.CreditCardPaymentProfileServiceImpl] createCustomerProfileTransaction directResponse: 1|1|1|This transaction has been approved.|DOBB6C|Y|40004067685|20161103170142131464|Send direct mail to your customers who own a motorcycle|41.86|CC|auth_only|28930498798108027972|Michele|Luthringer_it||144 East 6th Street|Erie|PA|16501||||foo@direxxismarketing.com||||||||||||||85B93960420569D75E592C0D6964DEB1|P|2|||||||||||XXXX1000|American Express|||||||||||||||||TRUE|
2016-11-03 17:01:43,125 DEBUG [com...payment.authnet.builder.CreditCardTransactionResponseBuilder -> log] [ -> /com...payment.authnet.builder.CreditCardTransactionResponseBuilder] build: 1|1|1|This transaction has been approved.|DOBB6C|Y|40004067685|20161103170142131464|Send direct mail to your customers who own a motorcycle|41.86|CC|auth_only|28930498798108027972|**|**||144 East 6th Street|**|PA|16501||||**||||||||||||||85B93960420569D75E592C0D6964DEB1|P|2|||||||||||XXXX1000|American Express|||||||||||||||||TRUE|, delim: '\|'
2016-11-03 17:01:43,125 INFO  [com...payment.authnet.validator.TransactionResponseValidator -> log] [ -> /com...payment.authnet.validator.TransactionResponseValidator] authorize.net response: com...payment.authnet.domain.CreditCardTransactionResponse@721044f9[responseCode=1,responseSubCode=1,responseReasonCode=1,responseReasonText=This transaction has been approved.,authorizationCode=DOBB6C,AVSResponse=Y,transactionId=40004067685,invoiceNumber=20161103170142131464,description=Send direct mail to your customers who own a motorcycle,amount=41.86,method=CC,transactionType=auth_only,customerId=28930498798108027972,firstName=Michele,lastName=Luthringer_it,company=,address=144 East 6th Street,city=Erie,state=PA,zipCode=16501,country=,phone=,fax=,emailAddress=foo@direxxismarketing.com,shipToFirstName=,shipToLastName=,shipToCompany=,shipToAddress=,shipToCity=,shipToState=,shipToZipCode=,shipToCountry=,tax=,duty=,freight=,taxExempt=,purchaseOrderNumber=,MD5Hash=85B93960420569D75E592C0D6964DEB1,cardCodeResponse=P,cardholderAuthticationVerificationResponse=2]
2016-11-03 17:01:43,125 DEBUG [com...payment.authnet.service.impl.CreditCardPaymentProfileServiceImpl -> log] [ -> /com...payment.authnet.service.impl.CreditCardPaymentProfileServiceImpl] createCustomerProfileTransaction ccResponse: com...payment.authnet.domain.CreditCardTransactionResponse@721044f9[responseCode=1,responseSubCode=1,responseReasonCode=1,responseReasonText=This transaction has been approved.,authorizationCode=DOBB6C,AVSResponse=Y,transactionId=40004067685,invoiceNumber=20161103170142131464,description=Send direct mail to your customers who own a motorcycle,amount=41.86,method=CC,transactionType=auth_only,customerId=28930498798108027972,firstName=Michele,lastName=Luthringer_it,company=,address=144 East 6th Street,city=Erie,state=PA,zipCode=16501,country=,phone=,fax=,emailAddress=foo@direxxismarketing.com,shipToFirstName=,shipToLastName=,shipToCompany=,shipToAddress=,shipToCity=,shipToState=,shipToZipCode=,shipToCountry=,tax=,duty=,freight=,taxExempt=,purchaseOrderNumber=,MD5Hash=85B93960420569D75E592C0D6964DEB1,cardCodeResponse=P,cardholderAuthticationVerificationResponse=2]
2016-11-03 17:01:43,125 DEBUG [com...payment.service.impl.PricingServiceImpl -> log] [ -> /com...payment.service.impl.PricingServiceImpl] authorized payment amount of 41.86 from account New American Express ending in 1000, transactionId: '40004067685'
2016-11-03 17:01:43,125 DEBUG [com...payment.service.impl.PricingServiceImpl -> log] [ -> /com...payment.service.impl.PricingServiceImpl] validated payment amount of 41.86 from account New American Express ending in 1000

2016-11-03 17:01:45,062 DEBUG [com...payment.authnet.service.impl.CreditCardServiceImpl -> log] [ -> /com...payment.authnet.service.impl.CreditCardServiceImpl] submitTransaction() card: com...payment.domain.CreditCard@35f99510[maskedCardNumber=,maskedCardCode=,cardToken=,firstName=,lastName=,cardType=,expirationYear=0,expirationMonth=0,billingAddress1=,city=,state=,zip=,storeForFutureUse=<null>,tempID=<null>,transactionId=40004067685,invoiceNumber=<null>,description=<null>,amount=<null>,email=<null>]
2016-11-03 17:01:45,109 DEBUG [com...payment.authnet.builder.CreditCardTransactionRequestBuilder -> log] [ -> /com...payment.authnet.builder.CreditCardTransactionRequestBuilder] build() CreditCardTransactionRequest: com...payment.authnet.domain.CreditCardTransactionRequest@7e1d910f[x_login=4XS7mGE9sw,x_tran_key=8BLqSc568ewh72tT,x_version=3.1,x_type=PRIOR_AUTH_CAPTURE,x_method=CC,x_recurring_billing=<null>,x_amount=41.86,x_card_num=,x_exp_date=<null>,x_card_code=,x_trans_id=40004067685,x_auth_code=<null>,x_test_request=FALSE,x_duplicate_window=30,x_invoice_num=<null>,x_description=<null>,x_delim_data=TRUE,x_delim_char=|,x_encap_char=<null>,x_relay_response=FALSE,x_first_name=,x_last_name=,x_company=<null>,x_address=,x_city=,x_state=,x_zip=,x_email=<null>,x_email_customer=FALSE,x_header_email_receipt=<null>,x_footer_email_receipt=<null>]
2016-11-03 17:01:45,109 DEBUG [com...payment.authnet.service.impl.CreditCardServiceImpl -> log] [ -> /com...payment.authnet.service.impl.CreditCardServiceImpl] submitTransaction() request: x_amount=41.86&x_delim_char=|&x_delim_data=TRUE&x_duplicate_window=30&x_email_customer=FALSE&x_login=4XS7mGE9sw&x_method=CC&x_relay_response=FALSE&x_test_request=FALSE&x_tran_key=8BLqSc568ewh72tT&x_trans_id=40004067685&x_type=PRIOR_AUTH_CAPTURE&x_version=3.1&
2016-11-03 17:01:45,234 DEBUG [com...payment.authnet.builder.CreditCardTransactionResponseBuilder -> log] [ -> /com...payment.authnet.builder.CreditCardTransactionResponseBuilder] build: 3|2|16|The transaction cannot be found.||P|0|||41.86|CC|prior_auth_capture||||||||||||||||||||||||||5D0FE49BB61E3978824D07B2AF65B51B||||||||||||||||||||0|||||||||||, delim: '\|'
2016-11-03 17:01:45,234 INFO  [com...payment.authnet.validator.TransactionResponseValidator -> log] [ -> /com...payment.authnet.validator.TransactionResponseValidator] authorize.net response: com...payment.authnet.domain.CreditCardTransactionResponse@2fd3bac2[responseCode=3,responseSubCode=2,responseReasonCode=16,responseReasonText=The transaction cannot be found.,authorizationCode=,AVSResponse=P,transactionId=0,invoiceNumber=,description=,amount=41.86,method=CC,transactionType=prior_auth_capture,customerId=,firstName=,lastName=,company=,address=,city=,state=,zipCode=,country=,phone=,fax=,emailAddress=,shipToFirstName=,shipToLastName=,shipToCompany=,shipToAddress=,shipToCity=,shipToState=,shipToZipCode=,shipToCountry=,tax=,duty=,freight=,taxExempt=,purchaseOrderNumber=,MD5Hash=5D0FE49BB61E3978824D07B2AF65B51B,cardCodeResponse=,cardholderAuthticationVerificationResponse=]

Thank you for looking into this.

John Phillips

(I'm not sure how this reply got marked as a Solution...)

[julio]

Hi,

Did you find a solution to this problem?

We have been using the payment process and was running smiithly in both sandbox and production. However, couple a weeks ago we encounter this issue and is now in both sandbox and production.

Thanks in advance for any comments

Julio

[RichardH]

Hello @julio

If you are experiencing this in your production account, please contact customer support by phone and provide them details about the failure.

Follow-on transactions like a prior authorization and capture require completion of some internal data replication which typically happens within a few milleseconds to a few seconds.  Calling customer support is the fastest method to get resolution.

Richard