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timeout waiting for USAePay gateway to respond |
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BrianRoden 
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 Topic: timeout waiting for USAePay gateway to respondPosted: 18-February-2009 at 11:55am |
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We're using ProductCart 3.5 on our site, www.leisureartslibrary.com. Since the beginning of the year, we're having issues with users getting an error after they enter their CC information and click the button to make payment. After they get the error, they try again, sometimes 2 or 3 times before they get a confirmation that their payment went through. The problem is, when they review their CC statements, they're getting charged multiple times. It's like the USAePay gateway is being slow to respond to the web app, and the shopping cart times out waiting for a response, but the payment is going through anyway. This is happening at least once every day, and we really need to find a solution or we're going to lose customers due to frustration.
Is there a place we can modify settings to give the payment gateway more time to respond? |
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Greg Dinger
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Joined: 23-September-2006 Location: United States Status: Offline Points: 238 |
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Posted: 18-February-2009 at 12:09pm |
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Hi Brian,
This may not address your specific concern, but I have a client whose customers seemed determined to frequently click SUBMIT more than once at the final stage of checkout.
This article made a big difference. It uses JS to prevent clicking the submit button more than once. Without actually seeing what your customers are seeing, I'm not certain if it will help you or not.
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BrianRoden
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Posted: 18-February-2009 at 1:03pm |
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It's not that they're clicking the Submit button multiple times. It's that the submission to the payment gateway is timing out waiting for a response that the charge was authorized, and they're getting an error (or a blank browser window). They then use the BACK button to return to their cart, which still has the items in it, and start the checkout process over.
Another result of the timeout waiting for a response from the payment gateway is that the order doesn't get marked as completed in the PC database, so when they log in to look for their order info and get the download links for the digital product they bought, the order doesn't show up.
I'm checking with USAePay as well to see what troubleshooting they recommend for testing the pmt gw connection.
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Greg Dinger
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Joined: 23-September-2006 Location: United States Status: Offline Points: 238 |
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Posted: 18-February-2009 at 1:11pm |
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Ok, let us know how that goes?
My personal experience, and that of a couple clients, was that response to support requests from these folks have been poor. I'd be curious to know your general impression of their support, and why you happen to use them.
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BrianRoden
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Posted: 18-February-2009 at 2:35pm |
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Greg,
We already had a merchant account with them for another site we have, which is a hosted store that sells both our instructional publications and other craft products (yarn, knitting needles, supplies) and fulfills out of a 3rd party distribution center (we don't ahve to maintain an inventory, it comes from a pool). USAePay was the preferred gateway for the developer of that hosted cart. So it was easy to just add another terminal ID for this store where we sell digital downloads of out-of-print patterns. It was easier on our Accounting department too, since they like to minimize the number of payment processors we deal with.
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Greg Dinger
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Joined: 23-September-2006 Location: United States Status: Offline Points: 238 |
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Posted: 18-February-2009 at 2:47pm |
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And your experience with them in terms of response to support requests? |
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BrianRoden
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Posted: 18-February-2009 at 2:49pm |
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Never had to use support before. Up til now everything has just worked.
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intour
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Joined: 30-June-2006 Location: United Kingdom Status: Offline Points: 0 |
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Posted: 19-February-2009 at 10:30am |
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Hi Brian,
I had something similar with a client using protx. I have several using protx successfully so it wasa client specific issue not a problem with the payment gatweay itself. I'm trying to recall what the solution was because I had 2 payment isuues with 2 different clients at the same time. I know one was to do with the ssl settings.
Let me check my correspondence from around that time and I'll get back to you.
Nigel
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BrianRoden
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Posted: 19-February-2009 at 4:43pm |
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Here's one of the errors a customer got, that they had the presence of mind to copy and forward to us:
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* Error At 2/12/2009 1:40:21 AM * CustomerRefID: 519099580-13936 * Session ID: 519099580 * Error Number: 3704 * Error Source: ADODB.Recordset * Error Description: Operation is not allowed when the object is closed. * RequestMethod: GET * ServerPort: 443 * HTTPS: on * LocalAddr: 208.109.249.25 * HostAddress :87.194.118.70 * UserAgent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-GB; rv:1.9.0.6) Gecko/2009011913 Firefox/3.0.6 * URL: /cart/pc/gwReturn.asp * FormData: * HTTP Headers: ***************************** HTTP_CONNECTION:keep-alive HTTP_KEEP_ALIVE:300 HTTP_ACCEPT:text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8 HTTP_ACCEPT_CHARSET:ISO-8859-1,utf-8;q=0.7,*;q=0.7 HTTP_ACCEPT_ENCODING:gzip,deflate HTTP_ACCEPT_LANGUAGE:en HTTP_COOKIE:ASPSESSIONIDCACRTSSC=HONJILOBPJJMHPKCIBHEBMGB; __utma=247316761.3184465478938330000.1234426706.1234426706.1234426706.1; __utmb=247316761.88.10.1234426706; __utmc=247316761; __utmz=247316761.1234426706.1.1.utmcsr=(direct)|utmccn=(direct)|utmcmd=(none); ASPSESSIONIDAACRQTRD=MLENAPOBLGBFEBOIHBHKKBCB HTTP_HOST:www.leisureartslibrary.com HTTP_REFERER:https://www.leisureartslibrary.com/cart/pc/gwUSAePay.asp HTTP_USER_AGENT:Mozilla/5.0 (Windows; U; Windows NT 5.1; en-GB; rv:1.9.0.6) Gecko/2009011913 Firefox/3.0.6 ***************************** ------------------------------------------------------ |
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ProductCart
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ProductCart Team Joined: 01-October-2003 Status: Offline Points: 135 |
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Posted: 19-February-2009 at 6:48pm |
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This happens when the system attempts to execute a query, but the database connection is not available. Please submit a support ticket if you have not already done so.
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