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.

[BenPutnam]

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

[BenPutnam]

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@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?

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

[matterickson7]

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 ... 

[BenPutnam]

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@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 ... 

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Did you get my email?

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

[RichardH]

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-Si...

Richard

[BenPutnam]

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@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-Si...

Richard

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

Could you give us a tracert to: 216.26.167.225?

[matterickson7]

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

[BenPutnam]

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

[BenPutnam]

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@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-Si...

Richard

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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?"

[sboyle]

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?