Using ProductCart - timeout waiting for USAePay gateway to respond

timeout waiting for USAePay gateway to respond

Printed From: ProductCart E-Commerce Solutions
Category: ProductCart
Forum Name: Using ProductCart
Forum Description: Running your store with ProductCart
URL: https://forum.productcart.com/forum_posts.asp?TID=2493
Printed Date: 27-February-2025 at 3:18am
Software Version: Web Wiz Forums 12.04 - http://www.webwizforums.com

Topic: timeout waiting for USAePay gateway to respond

Posted By: BrianRoden
Subject: timeout waiting for USAePay gateway to respond
Date Posted: 18-February-2009 at 11:55am

We're using ProductCart 3.5 on our site, http://www.leisureartslibrary.com/ - 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?

Replies:

Posted By: Greg Dinger
Date Posted: 18-February-2009 at 12:09pm

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.

http://www.earlyimpact.com/faqs/afmviewfaq.asp?faqid=475 - http://www.earlyimpact.com/faqs/afmviewfaq.asp?faqid=475

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GreyBeard Design Group

Certified ProductCart Developer

Web Design/Development/Hosting

http://tinyurl.com/5c8t4t" rel="nofollow - Add-Ons & Custom Code |

Posted By: BrianRoden
Date Posted: 18-February-2009 at 1:03pm

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.

Posted By: Greg Dinger
Date Posted: 18-February-2009 at 1:11pm

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.

-------------
GreyBeard Design Group

Certified ProductCart Developer

Web Design/Development/Hosting

http://tinyurl.com/5c8t4t" rel="nofollow - Add-Ons & Custom Code |

Posted By: BrianRoden
Date Posted: 18-February-2009 at 2:35pm

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.

Posted By: Greg Dinger
Date Posted: 18-February-2009 at 2:47pm

And your experience with them in terms of response to support requests?

-------------
GreyBeard Design Group

Certified ProductCart Developer

Web Design/Development/Hosting

http://tinyurl.com/5c8t4t" rel="nofollow - Add-Ons & Custom Code |

Posted By: BrianRoden
Date Posted: 18-February-2009 at 2:49pm

Never had to use support before. Up til now everything has just worked.

Posted By: intour
Date Posted: 19-February-2009 at 10:30am

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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http://www.innerview.co.uk - Innerview
Productcart Platinum Reseller
Web Design/Hosting/Virtual Tours

Posted By: BrianRoden
Date Posted: 19-February-2009 at 4:43pm

Here's one of the errors a customer got, that they had the presence of mind to copy and forward to us:

------------------------------------------------------
* 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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Posted By: ProductCart
Date Posted: 19-February-2009 at 6:48pm

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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The ProductCart Team

Home of ProductCart http://www.productcart.com" rel="nofollow - shopping cart software