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Registered: ‎12-05-2011

Re: Your Script Timed Out / Relay Response Never Posts using SIM

Unfortunately I don't have any further suggestions.  Because this is for your production account, If you have not already, please contact CS and open a ticket for your account.  If you filed an e-ticket, I suggest calling and asking for escalation to a product specialist.

 

Phone calls to customer support have a higher priority than etickets.  You can reach customer support at 877-447-3938 24x7.

 

Richard

Contributor
Posts: 18
Registered: ‎11-13-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM


@RichardH wrote:

Unfortunately I don't have any further suggestions.  Because this is for your production account, If you have not already, please contact CS and open a ticket for your account.  If you filed an e-ticket, I suggest calling and asking for escalation to a product specialist.

 

Phone calls to customer support have a higher priority than etickets.  You can reach customer support at 877-447-3938 24x7.

 

Richard


It would be simple for you to do the tracert like we asked.  I opened a ticket 2 days ago and they 'escalated' it but I never heard anything back from them.

Contributor
Posts: 18
Registered: ‎11-13-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM


@BenPutnam wrote:

@RichardH wrote:

Unfortunately I don't have any further suggestions.  Because this is for your production account, If you have not already, please contact CS and open a ticket for your account.  If you filed an e-ticket, I suggest calling and asking for escalation to a product specialist.

 

Phone calls to customer support have a higher priority than etickets.  You can reach customer support at 877-447-3938 24x7.

 

Richard


It would be simple for you to do the tracert like we asked.  I opened a ticket 2 days ago and they 'escalated' it but I never heard anything back from them.


My ticket #: 04581274

Contributor
Posts: 18
Registered: ‎11-09-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM

All ... I just spoke to Authorize support and they are going to escalate my ticket.  I should hear back in 24-36 hours.  

 

If you are having this issue please enter an "eTicket" with Authorize.  To enter a ticket log in and click on "Contact Us", then click on "Create a New eTicket".

 

Authorize support is saying that no one else has reported this issue ... Thanks!

Member
Posts: 9
Registered: ‎09-09-2015

Re: Your Script Timed Out / Relay Response Never Posts using SIM

I called the Call Center every day last week with this issue.  The engineers kept reporting back that the issue had to be with our network because they could not find any fault with the Relay Response system. 

 

My network admin and I have scoured our network multiple times and found nothing.  Plus, if it was a network issue, wouldn't we have a 100% fail rate?  I also asked them how multiple customers could start experincing the issue at the exact same time and it be a network problem on the customer's end.

 

If anybody else gets a different answer, I would love to hear it.

Contributor
Posts: 27
Registered: ‎11-12-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM

Since my last posting here I had another failure.

 

To help get to the bottom of this please capture all packets between your 4 servers and my server at 206.130.112.238. Note! After tonight though you will need to capture to 206.130.117.170, as I'm hope to migrate off this very old webserver to a newer oneThen when my next failure happens I'll post here the time it happened. You can then stop the capture and examine the packets at the time of the failure and definitevely know why it's failing.

 

My ticket 1-463597431. It has been open since the 12th. I've asked them to escalate it but it's still at priority 3.

Contributor
Posts: 18
Registered: ‎11-09-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM

All ... here are the open tickets that have been referenced in the thread so far ...

 

bretmaverick999  1-463597431

benputnam 04581274

mattericskon7 1-463799901

 

Please open eTickets if you are having this issue!

Contributor
Posts: 18
Registered: ‎11-09-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM

All ... I finally have some information back from Authorize support ... 

 

After checking our logs we are getting the following WinInet Errors when sending to the relay response URL. They will need to troubleshoot these errors: 


12002 
12007 
12017 
12032 
12175 
122

 

Here is my understanding of the error codes:

 

  12002 ERROR_INTERNET_TIMEOUT - The request has timed out.

   12007 ERROR_INTERNET_NAME_NOT_RESOLVED - The server name could not be resolved.

   12017 ERROR_INTERNET_OPERATION_CANCELLED - The operation was canceled, usually because the handle on which the request was operating was closed before the operation completed.

   12032 ERROR_INTERNET_FORCE_RETRY - Calls for the Win32 Internet function to redo the request.

12175 RROR_WINHTTP_SECURE_FAILURE - One or more errors were found in the Secure Sockets Layer (SSL) certificate sent by the server. To determine what type of error was encountered, check for a WINHTTP_CALLBACK_STATUS_SECURE_FAILURE notification in a status callback function. For more information, see WINHTTP_STATUS_CALLBACK.

122 – Seems undocumented …

 

Which seems to indicate DNS failed for resolving our relay response URL.  Since this is happening for only 15% of our transactions I think this means that Authorize is having an issue on a small number of the servers (possibly 1) in their farm?  Does that make sense?

 

What else would this point to?

Contributor
Posts: 18
Registered: ‎11-13-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM


@matterickson7 wrote:

All ... I finally have some information back from Authorize support ... 

 

After checking our logs we are getting the following WinInet Errors when sending to the relay response URL. They will need to troubleshoot these errors: 


12002 
12007 
12017 
12032 
12175 
122

 

Here is my understanding of the error codes:

 

  12002 ERROR_INTERNET_TIMEOUT - The request has timed out.

   12007 ERROR_INTERNET_NAME_NOT_RESOLVED - The server name could not be resolved.

   12017 ERROR_INTERNET_OPERATION_CANCELLED - The operation was canceled, usually because the handle on which the request was operating was closed before the operation completed.

   12032 ERROR_INTERNET_FORCE_RETRY - Calls for the Win32 Internet function to redo the request.

12175 RROR_WINHTTP_SECURE_FAILURE - One or more errors were found in the Secure Sockets Layer (SSL) certificate sent by the server. To determine what type of error was encountered, check for a WINHTTP_CALLBACK_STATUS_SECURE_FAILURE notification in a status callback function. For more information, see WINHTTP_STATUS_CALLBACK.

122 – Seems undocumented …

 

Which seems to indicate DNS failed for resolving our relay response URL.  Since this is happening for only 15% of our transactions I think this means that Authorize is having an issue on a small number of the servers (possibly 1) in their farm?  Does that make sense?

 

What else would this point to?


They are having DNS problems.

 

If they cannot resove the DNS name of our server then they cannot connect to us.

 

 

Contributor
Posts: 27
Registered: ‎11-12-2017

Re: Your Script Timed Out / Relay Response Never Posts using SIM

My ticket is 1-463597431. I got a reply that says "Based off our reports, I show that we are receiving 2 WinInet Errors when attempting to send it to the relay response URL. They are numbers 12030 and 12156. The merchant and their developer will need to troubleshoot what may be causing these errors with the URL."

 

Here is what I found for those errors:

12030 ERROR_INTERNET_CONNECTION_ABORTED The connection with the server has been terminated.

12156 ERROR_HTTP_REDIRECT_FAILED The redirection failed because either the scheme changed (for example, HTTP to FTP) or all attempts made to redirect failed (default is five attempts).

 

As for 12030 they are implying that my server and everyone else here have servers that sponanously started having problems, and the problem is with our servers and not theirs. I'm not buying it.

 

As for 12156 I have server specific file redirects (file A -> file B), and one "redirect all http -> https". The redirect all http to https was implemented about 4 months ago, and this problem started about 4 days ago. Hence Authorize.net getting this error implies are sometimes contacting my webserver using http and not https.

 

Neither of these make sense. Authorize.net keeps pointing the finger at each of us, but the evidence points to them. I'm going to add a reply to my ticket that they use to how I have releay request configured (https) and stop connecting via (http).