Authorize.Net Authorize & Capture failing/timing out?

[dappy2]

Hi -

We are all of a sudden getting weird issues with checkout. We are setup to Authorize & Capture CC orders. This results in valid, paid orders going to Shipment Pending. Suddenly today about 10-15 orders have gone to Payment Pending which isn't an Order status that we ever use or have. The only Payment Pending orders are my test orders from years ago. They aren't going to problem, auth failed or anything. I don't know what to even do. The payments are set to unprocessed. I can't seem to find anything that tells me what this means.

I've attached a screenshot of the history.

Dappy

[AbleMods]

Looks like a communications problem with the payment gateway

What payment gateway are you using? Is it still a problem today?

[dappy2]

We use Authorize.Net. Don't seem to be having the problem today - we lost a few orders but some seemed to try a few times and eventually succeeded.

I was thinking it was a communication error - but I wouldn't even know how to troubleshoot it.

[AbleMods]

yeah sounds definitely like some sort of comm error - could have even been an issue on the ANet side of things too......

[jmestep]

Try turning on debugging and see what kind of entries you get in the log in the App_Data folder.
You could also call AuthNet and try to find out what they are seeing on their end.

[dappy2]

I don't know why I didn't look in the error log - I don't know what any of this means. I updated a typo on a non category/product/checkout page in this website (devonsuperstore.com) but nothing else in months. I made one minor text change the other day. We are also running a second Able site on the same server among several other websites.

This is what I'm getting - without debug on:

1/18/2011 3:33:04 PM Error An error occurred after the checkout process. OrderId: 37107 OrderNumber: 37169 Thread was being aborted.
1/18/2011 3:42:15 PM Error An error occurred after the checkout process. OrderId: 37108 OrderNumber: 37170 Thread was being aborted.
1/18/2011 4:35:08 PM Error An error occurred after the checkout process. OrderId: 37117 OrderNumber: 37179 Thread was being aborted.
1/18/2011 4:43:44 PM Warn Could not add order note regarding authorization. Thread was being aborted.
1/18/2011 4:43:44 PM Error Provider threw exception in DoAuthorize. Thread was being aborted.
1/18/2011 4:43:44 PM Error An error occurred after the checkout process. OrderId: 37118 OrderNumber: 37180 Thread was being aborted.
1/18/2011 4:47:24 PM Warn Could not add order note regarding authorization. Thread was being aborted.
1/18/2011 4:47:24 PM Error Provider threw exception in DoAuthorize. Thread was being aborted.
1/18/2011 4:47:24 PM Error An error occurred after the checkout process. OrderId: 37119 OrderNumber: 37181 Thread was being aborted.
1/19/2011 5:55:25 PM Error Unable to save page view record. Value cannot be null.
Parameter name: String Value cannot be null.
Parameter name: String
1/20/2011 8:47:16 AM Warn Could not add order note regarding authorization. Thread was being aborted.
1/20/2011 8:47:16 AM Error Provider threw exception in DoAuthorize. Thread was being aborted.
1/20/2011 8:47:16 AM Error An error occurred after the checkout process. OrderId: 37200 OrderNumber: 37262 Thread was being aborted.
1/20/2011 9:00:08 AM Warn Could not add order note regarding authorization. Thread was being aborted.
1/20/2011 9:00:08 AM Error Provider threw exception in DoAuthorize. Thread was being aborted.
1/20/2011 9:00:08 AM Error An error occurred after the checkout process. OrderId: 37201 OrderNumber: 37263 Thread was being aborted.

[AbleMods]

In my experience, I see "Thread was being aborted" when the IIS web site keeps going down and restarting. I'll see it alot when I'm testing server-side processes and I restart IIS to terminate a runaway process in my code.

[dappy2]

Hmm. Well that shouldn't be happening. As I said the website hasn't been updated and has been running fine. We actually have a webfarm to handle server issues like that.

I was talking to the IT team and they checked the SQL server and added some memory for this Able process. Could a SQL server running out of memory cause this?

Judging by the errors it doesn't really seem to be an Authorize.Net issue - also since our other Able website isn't having this issues at all but doesn't get anywhere near the same amount of traffic.

Thanks for the help,
Dappy

[dgoranov]

The exception looks like App-Pool restart in the middle of AuthNet transaction. Ask your admin team to enable "Generate Recycle Event Log Entry" for all events in the Application pool advanced
settings. Then try to simulate the issue and see if there are any AppPool restart entries in the Server AppLog.

If the issue is Application Pool related you can play with the apppool advanced settings to get around this. If it is not apppool related then you may have to check WebFarm configuration.

[AbleMods]

The exception looks like App-Pool restart in the middle of AuthNet transaction. Ask your admin team to enable "Generate Recycle Event Log Entry" for all events in the Application pool advanced
settings. Then try to simulate the issue and see if there are any AppPool restart entries in the Server AppLog.

Excellent info !

[dappy2]

Just FYI.

It seems that the issue was a timeout between the SQL server and the web server. I'm not sure why but we had to restart the SQL server. Although we had an issue Tuesday and Wednesday was fine, then Thursday we had issues again - so hopefully nothing happens Saturday.

I did enable the logging for all the recycle events suggested above but I didn't seem to see anything related to the checkout - only issues on the admin side as we were having trouble pulling up the order page too.

Thanks for everyone's help and guidance,
Dappy