Hi,

Been using this cart for over ten years and just starting running into an issue we have never seen before. When you complete and order and do the CC window with Authorize.net (our processor) we are getting some time outs. Out of 100 orders we may get 5-7 time outs. Authorize.net in 99% cases completes the order but the timeout occurs and the data is not sent back to the cart. It happens to users and people in our office as well.

This has been going on since about Feb 1..

Anyone got anything on this? I searched the forums as I always do but might have missed something.

Thanks
D Hagood

David Hagood

Hi David, auth.net sent an email earlier this year stating they would be disabling older protocols, we have a test you can carry out here https://www.ecommercetemplates.com/support/topic.asp?TOPIC_ID=107642 - you should see a result of INVALID if everything is fine.

quote:

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These older protocols, TLS 1.0 and TLS 1.1, are highly vulnerable to security breaches and will be disabled by Authorize.Net on February 28, 2018.

---

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So I did the test that I found there

yourstoreurl.com/vsadmin/ppconfirm.php?ppdebug=tls

and get the following.

Testing URL: https://ipnpb.sandbox.paypal.com/cgi-bin/webscr
RESULT: INVALID
This is a good/correct result as it shows that communication with the PayPal server was successful and the transaction was of course rejected as invalid.

From the post it says INVALID is the response you are looking for?

Thanks

David Hagood

The error message I get back from Authorize.net is sending. I'm assuming what they refer to as "Your script timed out" is referring to the cart software?

Subject: Transaction Error Notification

Authorize.Net Merchant,

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

The following message was displayed to the customer:

------------------------------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.




David Hagood

Hi have there been any changes in the last couple of months such as updating the site? Another possible cause is perhaps a firewall blocking authorize.net inbound traffic can you ask your host if they have a firewall blocking authorize.net

Winners never quit, quitters never win
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User Manual for Ecommerce Templates

Checking

David Hagood

there haven't been any changes apart from security updates. Also, as far as the firewall goes, there's no outbound firewall on the port, and if it was a firewall it would block it all the time, not just a few times.



David Hagood

Just in case it is TLS1.2 related can you try your site here https://www.ssllabs.com/ssltest/

One other thing, are emails being sent correctly on your store with no delays as I've seen that as an issue causing timeouts in the past.

Andy

Please feel free to review / rate our software

Andy,

Got a B Rating

Protocols
TLS 1.3 No
TLS 1.2 Yes
TLS 1.1 Yes
TLS 1.0 Yes

On the email, can you elaborate please?

Thanks!

David Hagood

If you try the Ask A Question / Email A Friend or enable Email as a payment provider, is there much of a delay on any of those after hitting the submit button?

Andy

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Andy,

zero delay on email a friend.

David Hagood

Thing is, I guess you would need to test a hundred times as it's only happening very intermittently. My guess is it's something like this which occasionally fails and has a knock on effect with authorize.net orders timing out.

Andy

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Andy,

Can this be Browser related?

David Hagood

When a problem is very intermittent it could be just about anything, I think the browser is unlikely though - my best bet would be on the email server playing up at times.

Andy

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We are not the only ones having this issue however it appears to be an issue on the Authorize.net side.

https://community.developer.authorize.net/t5/Integration-and-Testing/Transaction-Error-Notification-Script-timed-out-but-never-hit/td-p/62093


David Hagood

Thanks for posting that David and- the others posting their problems do sound remarkably similar to your issue. Have you posted there yourself as it's too much of a coincidence to not be a configuration issue on auth.net's end.

Andy

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I did a chat with Authorize.net support and got this. D Hagood

Renzo: 09:40
Thank you for your patience, David. I understand that you are getting an script time out message from Authorize.Net, I am sorry to hear you are experiencing this. This means that when Authorize.Net received in the transaction request from your site we were able to process it just fine for funding with your Merchant Service Provider (MSP), however, when we sent that approved or declined response back to your site/software your site/software did not accept in the response from us within the allotted amount of time.

Renzo: 09:40
The error you are receiving is based on a relay response timeout, though your transactions are still processing as normal. It's possible your site may not be accepting the IP addresses established for our responses. You will want to make sure you whitelist the following IP addresses for responses:
198.241.168.60
198.241.162.104

Renzo: 09:40
If you are still receiving the timeout error, please refer your developer or software provider to the following article for solutions to this error on their end:
https://support.authorize.net/s/article/Why-Are-My-SIM-Relay-Response-Transactions-Timing-out-After-Submitting-the-Request


David Hagood

Hi David

The only relevant part there I can see is

quote:

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If your Relay Response timeouts occur repeatedly but sporadically, or if the error only occurs in short bursts, then you may want to consult with your web hosting company or Internet Service Provider (ISP) and confirm if there are any issues which might cause Internet connections to drop or time out. Possible causes include occasional Web server load spikes, routing or load balancing issues, and Internet congestion.

---

I see now that you are using authorize.net SIM - have you considered switching to AIM? You will need an ssl certificate if you don't already have one installed on the server.

Andy

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Switched to AIM last night and will how this goes.

I do have a question: Are there PCI issues using AIM with ECT?

Thanks

David Hagood

I don't believe there should be any pci issues from an ECT point of view.

Andy

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I noticed you loose (when you turn off SIM) the ability to do e-checks. Of course that is available on the Authorize side. Any suggestions to still do e-checks?

You cant have multiple solutions running, or can you?


David Hagood