LinkPoint Web Services Gateway not stable?

[zanzor]

Our web site is live and getting about 10 orders a day that have this error message in the payment field

First Data (LinkPoint) Authorize Capture $4.99 FAILED Unable to connect to the remote server

This happens about 7% of the time..

If i log into the gateway and view the details of all transactions (approvals and declines) it does not show anything about any of these orders that have that error message.

The shopping cart IS NOT SENDING THE DATA to the gateway.
Or
If it is sending the data it it not making it for some reason..


When we click on RETRY, and process it manually it goes thru.

Any Ideas what could be causing this?

Thanks for advice.

[jmestep]

Is you your site on a Windows 2008 server? Are you using the patch Able released in November?
http://help.ablecommerce.com/upgrades/a ... nt_api.htm
You can turn debug on for the gateway in the admin and see what gets sent across.

[zanzor]

Running windows 2003 SP2 all updates.
Was able to install the patch that the guys at able were able to release back in Nov (with some begging from me).

As of today still getting the same thing where i have to manually rerun the card auth.
Got an IT guy coming over this week will see if he sees anything.

[zanzor]

here is data from the log
called First Data, they dont have a clue, want me to seen them the logs so they can have a look.

I would think if it was my firewall appliance it would be a constant problem not 7% of the time..

Code: Select all

Send: <fdggwsapi:FDGGWSApiOrderRequest xmlns:fdggwsapi="http://secure.linkpt.net/fdggwsapi/schemas_us/fdggwsapi" xmlns:v1="http://secure.linkpt.net/fdggwsapi/schemas_us/v1">
<v1:Transaction>
<v1:CreditCardTxType>
<v1:Type>sale</v1:Type>
</v1:CreditCardTxType>
<v1:CreditCardData>
<v1:CardNumber>xxxxxxxxxxx6006</v1:CardNumber>
<v1:ExpMonth>03</v1:ExpMonth>
<v1:ExpYear>15</v1:ExpYear>
<v1:CardCodeIndicator>NOT_PROVIDED</v1:CardCodeIndicator>
</v1:CreditCardData>
<v1:Payment>
<v1:ChargeTotal>17.69</v1:ChargeTotal>
<v1:SubTotal>14.80</v1:SubTotal>
<v1:Tax>0.00</v1:Tax>
<v1:Shipping>2.89</v1:Shipping>
</v1:Payment>
<v1:TransactionDetails>
<v1:UserID>49xx</v1:UserID>
<v1:InvoiceNumber>1000234</v1:InvoiceNumber>
<v1:Ip>108.xx.xx.xx</v1:Ip>
<v1:TransactionOrigin>ECI</v1:TransactionOrigin>
</v1:TransactionDetails>
<v1:Billing>
<v1:CustomerID>49xxx</v1:CustomerID>
<v1:Name>demetrius anderson</v1:Name>
<v1:Address1>1512 xxxxxxx st., nw</v1:Address1>
<v1:City>washington, dc</v1:City>
<v1:State>DC</v1:State>
<v1:Zip>20012</v1:Zip>
<v1:Country>US</v1:Country>
<v1:Phone></v1:Phone>
<v1:Email>xxxxx@verizon.net</v1:Email>
</v1:Billing>
</v1:Transaction>
</fdggwsapi:FDGGWSApiOrderRequest>


Receive: Unable to connect to the remote server

Receive: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 208.xx.xx.xxx:443

x's i put in to replace sensitive data...

[zanzor]

Linkpoint ( Firstdata ) has closed their trouble ticket on this issue.

Their conculsion is that they had not errors or problems on there behalf that would cause these time out issues.

Here is the response from Level 2 on this issue:
Unable to find a reason for these errors. Checked the server at these times, no reported issues, or anyone else having problems. We'll need to run some tests in a small amount of time, such as 10 within 1 minutes, and see if any produce these errors. Also a traceroute at the time of the error would be useful. Could be issues on internet service provider on the merchant side.
Thank you,
Global Gateway Support
1-888-477-3611

My local ISP has came out, tested the DSL/fiber optic, made some improvements ( but still has not fix the problem )

Hired a local IP guy to check out all network configuration, and he stated that every was working great.

So the next thing is the software??

I understand that integeration of Linkpoint Web Services with able commerce was a NEW thing, and I appreciate the fact that the company did this!

But it MIGHT be flawed.

HAS ANYONE ELSE STARTED USING LINKPOINT WEB SERVICES?
If anyone has do you get this in your error log?
Error Provider threw exception in DoAuthorize. Unable to connect to the remote server; A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond xxx.72.248.205:443

I have an idea, today when this happend we had 4 customers buy at about the same time, I noticed 3 of them got the UNABLE TO AUTHORIZE error, (of course when their order was retryed they worked).

Maybe this error happens if MORE THAN ONE authorization is happening at the same time??

one last thing i just found out i have version CommerceBuilder.LinkPoint (v7.1.14619.0) the now have .14620.0 guess i'll try that also, see if it helps..

[zanzor]

new version of the dll now installed
still same errors

FAILED Unable to connect to the remote server