Your Script Timed Out / Relay Response Never Posts using SIM

[matterickson7]

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.

[MDM]

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.

[matterickson7]

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.

[sboyle]

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?

[bretmaverick999]

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.

[bretmaverick999]

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.

[matterickson7]

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

[matterickson7]

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

[BenPutnam]

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?

[matterickson7]

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?

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@BenPutnam wrote:

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

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