28 Operation timed out after 15000 milliseconds with 0 bytes received (eProcessing)

I am running v1.39h on a dedicated server and have been getting intermittent error with Authorize.net AIM. This install has been running for about 1 year. I have called my host and eprocessing network and they do not have any ideas on why this happens. I have searched and most people with similar issues have been constant. I found one post on here that had the same issue from 2010, but no replies in the thread and that thread is closed.

The errors from this weekend on two orders was

Comm results: 28 SSL connection timeout


This error did not charge the card.




The errors from two orders today are;

Comm results: 28 Operation timed out after 15000 milliseconds with 0 bytes received

With this error, the credit card was charge, but our site has no record of the order. When this happens, the customer sees a red error box pops up that says "Communications error, Please notify webmaster- Your credit card could not be authorized for this reason. please correct the information and try again or contact us for further assistance"

Any ideas as where to look or any settings that may be causing this would greatly be appreciated.

Thanks
DonnyB

OK, my merchant provider had me change the url that the transaction goes to and that seems to have made the transactions process faster. Since changing the url, I have not received the Comm results: 28 Operation timed out after 15000 milliseconds with 0 bytes received

Yesterday I had two transactions that resulted in the error message below. I had a couple of orders last Saturday with the same error.

Comm results: 28 SSL connection timeout

Response Code: .
Response Text:

Sending to Authorizenet: Array
(
[x_login] => *******
[x_tran_key] => *******
[x_relay_response] => FALSE
[x_delim_data] => TRUE
[x_delim_char] => |
[x_encap_char] => *
[x_version] => 3.1
[x_type] => AUTH_CAPTURE
[x_method] => CC
[x_amount] => 69.99
[x_currency_code] => USD
[x_card_num] => XXXXXXXXXXXXXXXXAAAA
[x_exp_date] => AAAA
[x_card_code] => ****
[x_email_customer] => FALSE
[x_email_merchant] => FALSE
[x_cust_id] => AAAAA
[x_invoice_num] => AA
[x_first_name] => AAAAA
[x_last_name] => AAAAAAAA
[x_company] =>
[x_address] => AAAAAAAA
[x_city] => AAAAAAAA
[x_state] => AAAAAA
[x_zip] => AAAAAAA
[x_country] => United States
[x_phone] => AAAAAAAAA
[x_email] => AAAAAAAAAAA
[x_ship_to_first_name] => AAAAAAA
[x_ship_to_last_name] => AAAAAAAA
[x_ship_to_address] => AAAAAAAAAAAA
[x_ship_to_city] => Spring
[x_ship_to_state] => Texas
[x_ship_to_zip] => AAAAAAA
[x_ship_to_country] => United States
[x_description] => AAAAAAAAAAAA (qty: 1)
[x_recurring_billing] => NO
[x_customer_ip] => AAAAAAA
[x_po_num] => Mar-16-2012 01:29:32
[x_freight] => 0.00
[x_tax_exempt] => FALSE
[x_tax] => 0.00
[x_duty] => 0
[x_allow_partial_Auth] => FALSE
[Date] => March 16, 2012, 1:29 pm
[IP] => AAAAAAAAAA
[Session] => AAAAAAAAAA
[url] => https://www.eprocessingnetwork.com/cgi-bin/an/transact.pl
)


Results Received back from Authorizenet: Array (
[0] => Response from gateway
[1] =>
[Expected-MD5-Hash] => CB18B364ED9FC85A57E002C30AE0CA3E
[HashMatchStatus] => FAIL
)


CURL communication info: Array
(
[url] => https://www.eprocessingnetwork.com/cgi-bin/an/transact.pl
[content_type] =>
[http_code] => 0
[header_size] => 0
[request_size] => 0
[filetime] => -1
[ssl_verify_result] => 0
[redirect_count] => 0
[total_time] => 0.037739
[namelookup_time] => 0.000176
[connect_time] => 0.037769
[pretransfer_time] => 4.2E-5
[size_upload] => 0
[size_download] => 0
[speed_download] => 0
[speed_upload] => 0
[download_content_length] => -1
[upload_content_length] => -1
[starttransfer_time] => 0
[redirect_time] => 0
[certinfo] => Array
(
)

[redirect_url] =>
)


RAW data received:



When this intermittent error happens, it dose not charge the customers credit card, so I don't know where the problem lies. I am not sure what all the info above means or what to look for. My host recommended I ask about extending the retry time on
that? I don't know if the two errors are related or what.

Fresh instal 1.3.8a on 3-12.2010, upgraded to 1.3.9a on 5-1-2010 and upgraded to 1.3.9h on 2-26-2011.

Any ideas or if more info is needed, please let me know.

Thanks
DonnyB

It appears that your host has a poor internet connection.
If it were a problem on the gateway side then I would expect to be seeing hundreds of complaints from hundreds of merchants on a daily basis.

The timeout is set to 15 seconds. It shouldn't be taking longer than that.

But if your host isn't able to fix their speed problem, then you can try to increase the timeout to something like 30

Code:

---

    curl_setopt($ch, CURLOPT_TIMEOUT, 15);

---

Quote:

---

Originally Posted by DrByte

It appears that your host has a poor internet connection.
If it were a problem on the gateway side then I would expect to be seeing hundreds of complaints from hundreds of merchants on a daily basis.

The timeout is set to 15 seconds. It shouldn't be taking longer than that.

But if your host isn't able to fix their speed problem, then you can try to increase the timeout to something like 30

Code:

---

    curl_setopt($ch, CURLOPT_TIMEOUT, 15);

---

---

Thank you DrByte, I have forwarded this info to my host. Hopefully this will solve my problem!

OK, my host moved my site to another server and all went well for a few days. Yesterday I had an order that produced the error below. The credit card was charged but no order was posted back to our Zen Cart. So I don't know if this lies with the payment processor or my host. I had other orders the same day with no issues. This only happens intermittently, different times and days of the week. My host has been looking into it but have not been able to see what would be causing the issue.


Mar-22-2012 03:47:57
=================================

Comm results: 28 Operation timed out after 15001 milliseconds with 0 bytes received

Response Code: .
Response Text:

Sending to Authorizenet: Array
(
[x_login] => *******
[x_tran_key] => *******
[x_relay_response] => FALSE
[x_delim_data] => TRUE
[x_delim_char] => |
[x_encap_char] => *
[x_version] => 3.1
[x_type] => AUTH_CAPTURE
[x_method] => CC
[x_amount] => 107.24
[x_currency_code] => USD
[x_card_num] => XXXXXXXXXXXXXXXXAAA
[x_exp_date] => AAAA
[x_card_code] => ****
[x_email_customer] => FALSE
[x_email_merchant] => FALSE
[x_cust_id] => 141
[x_invoice_num] => 4882-WygElp
[x_first_name] => AAA
[x_last_name] => AAAAAAAA
[x_company] =>
[x_address] => AAAAAAAAAAAA
[x_city] => AAAAAAAA
[x_state] => Georgia
[x_zip] => AAAAAA
[x_country] => United States
[x_phone] => AAAAAAAAA
[x_email] => AAAAAAAAAAAAA
[x_ship_to_first_name] => AAAA
[x_ship_to_last_name] => AAAAAA
[x_ship_to_address] => AAAAAAAAAAAA
[x_ship_to_city] => AAAAAAAA
[x_ship_to_state] => Georgia
[x_ship_to_zip] => AAAAAAA
[x_ship_to_country] => United States
[x_description] => AAAAAAAAAAAAA (qty: 5)
[x_recurring_billing] => NO
[x_customer_ip] => AAAAAAAAAAA
[x_po_num] => Mar-22-2012 03:47:42
[x_freight] => 9.99
[x_tax_exempt] => FALSE
[x_tax] => 0.00
[x_duty] => 0
[x_allow_partial_Auth] => FALSE
[Date] => March 22, 2012, 3:47 pm
[IP] => AAAAAAAAAAA
[Session] => AAAAAAAAAAAAAAAAAAAAAAAAAAA
[url] => https://www.eprocessingnetwork.com/cgi-bin/an/transact.pl
)


Results Received back from Authorizenet: Array (
[0] => Response from gateway
[1] =>
[Expected-MD5-Hash] => CB18B364ED9FC85A57E002C30AE0CA3E
[HashMatchStatus] => FAIL
)


CURL communication info: Array
(
[url] => https://www.eprocessingnetwork.com/cgi-bin/an/transact.pl
[content_type] =>
[http_code] => 100
[header_size] => 25
[request_size] => 220
[filetime] => -1
[ssl_verify_result] => 0
[redirect_count] => 0
[total_time] => 15.001515
[namelookup_time] => 0.000167
[connect_time] => 0.041437
[pretransfer_time] => 11.512486
[size_upload] => 1063
[size_download] => 0
[speed_download] => 0
[speed_upload] => 70
[download_content_length] => -1
[upload_content_length] => 1063
[starttransfer_time] => 11.585271
[redirect_time] => 0
[certinfo] => Array
(
)

[redirect_url] =>
)


RAW data received:


Any help or ideas would be greatly appreciated as I am about to just offer check or money order payment options.

Thanks
DonnyB

Until your host can reliably fix their problems with latency when trying to communicate to your eprocessing gateway, you will continue to have problems with those same symptoms.

Thanks for your help Dr. I don't know what my host has tried, but they seem to be at a loss as to how or why this is happening and do not seem to know how to fix it. I know they did increase the timeout to 30 seconds, today I had an order that would have produced the error had it not been for the time increase as it took 25 seconds to process. Monday's seem to have more issues than other days.

I have noticed when these errors occur, in the error report from today, the

[pretransfer_time] => 20.628518

is always high. I don't know, but this is getting old.

Thanks again
DonnyB

Does any know what the CURL numbers below mean or where I can find out about them. I have googled to try and find out, but I have come up empty. I am still having intermittent time out issues and my host is no closer to finding out what the issue is, so I don't know if my answer or clues to my problem lies in the numbers below. Below is a snippet from a recent credit card transaction.

CURL communication info: Array
(
[url] => https://www.eprocessingnetwork.com/cgi-bin/an/transact.pl
[content_type] => text/html
[http_code] => 200
[header_size] => 158
[request_size] => 220
[filetime] => -1
[ssl_verify_result] => 0
[redirect_count] => 0
[total_time] => 16.236336
[namelookup_time] => 0.00019
[connect_time] => 0.039586
[pretransfer_time] => 12.207689
[size_upload] => 1076
[size_download] => 554
[speed_download] => 34
[speed_upload] => 66
[download_content_length] => -1
[upload_content_length] => 1076
[starttransfer_time] => 12.25916
[redirect_time] => 0
[certinfo] => Array
(
)

[redirect_url] =>
)


Thanks for any help or direction you can point me towards.
donnyb

That shows a valid "200" http_code response, which means that the destination server responded properly.

But, there's a lot more to the submission of a transaction than just the curl part you quoted here. There's the data that was sent, and the data that was received ... both of which are missing from your post.

Thank you for the reply DrByte. Below is the whole email form the log.

Apr-02-2012 10:50:39

=================================



Response Code: 1.
Response Text: This transaction has been approved.


Sending to Authorizenet: Array

(

[x_login] => *******
[x_tran_key] => *******
[x_relay_response] => FALSE
[x_delim_data] => TRUE
[x_delim_char] => |
[x_encap_char] => *
[x_version] => 3.1
[x_type] => AUTH_CAPTURE
[x_method] => CC
[x_amount] => 91.99
[x_currency_code] => USD
[x_card_num] => XXXXXXXXXXXXXXXXAAAA
[x_exp_date] => AAAA
[x_card_code] => ****
[x_email_customer] => FALSE
[x_email_merchant] => FALSE
[x_cust_id] => AAAA
[x_invoice_num] => AAAAA
[x_first_name] => AAAAAAA
[x_last_name] => AAAAAAAA
[x_company] =>
[x_address] => AAAAAAAAAAAAAA.
[x_city] => AAAA
[x_state] => AAAAAA
[x_zip] => AAAAAAAA
[x_country] => United States
[x_phone] => AAAAAAAAAAAAA
[x_email] => AAAAAAAAAAA
[x_ship_to_first_name] => AAAAAAAAAAA
[x_ship_to_last_name] => AAAAAAAAAAAAAAAA
[x_ship_to_address] => AAAAAAAAAAAA
[x_ship_to_city] => AAAAAAAAAAA
[x_ship_to_state] => AAAAAA
[x_ship_to_zip] => AAAAAAA
[x_ship_to_country] => United States
[x_description] => Stag Lower Parts Kit, Ambidextrous Safety Selector
(qty: 1)
[x_recurring_billing] => NO
[x_customer_ip] => AAAAAA
[x_po_num] => Apr-02-2012 10:50:23
[x_freight] => 9.99
[x_tax_exempt] => FALSE
[x_tax] => 0.00
[x_duty] => 0
[x_allow_partial_Auth] => FALSE
[Date] => April 2, 2012, 10:50 am
[IP] => AAAAAAAA
[Session] => AAAAAAAAAAAA
[url] => https://www.eprocessingnetwork.com/cgi-bin/an/transact.pl

)





Results Received back from Authorizenet: Array (
[0] => Response from gateway
[1] => 1
[2] => 1
[3] => 1
[4] => This transaction has been approved.
[5] => APPROVED 00225B
[6] => AVS Match 5 Digit Zip and Address (Y)
[7] => 20120402095039-0310203-2921
[8] => 4929-dWqnKu
[9] => AAAAAA Parts Kit, Safety Selector (qty: 1)
[10] => 91.99
[11] => CC
[12] => AUTH_CAPTURE
[13] => 2747
[14] => AAAAAAAAAAAA
[15] => AAAAAAAAAAAAAA
[16] =>
[17] => AAAAAAAAAAA
[18] => AAAAAAAAA
[19] => AAAAAAAAA
[20] => AAAAAAAA
[21] => United States
[22] => AAAAAAAAAAA
[23] =>
[24] => AAAAAAAAAAAAA
[25] => AAAAAAAAAAAA
[26] => AAAAAAAAAAAAA
[27] =>
[28] => AAAAAAAAAAAAAAA
[29] => AAAA
[30] => AAAAAAAA
[31] => AAAAAA
[32] => United States
[33] => 0.00
[34] => 0
[35] => 9.99
[36] => FALSE
[37] => Apr-02-2012 10:50:23
[38] => 42F6E731CC50BB450D3116559C408507
[39] => M*

[Expected-MD5-Hash] => F0831329848D7759CD6B614C9CB09D6B

[HashMatchStatus] => FAIL

)





CURL communication info: Array

(
[url] => https://www.eprocessingnetwork.com/cgi-bin/an/transact.pl
[content_type] => text/html
[http_code] => 200
[header_size] => 158
[request_size] => 220
[filetime] => -1
[ssl_verify_result] => 0
[redirect_count] => 0
[total_time] => 16.236336
[namelookup_time] => 0.00019
[connect_time] => 0.039586
[pretransfer_time] => 12.207689
[size_upload] => 1076
[size_download] => 554
[speed_download] => 34
[speed_upload] => 66
[download_content_length] => -1
[upload_content_length] => 1076
[starttransfer_time] => 12.25916
[redirect_time] => 0
[certinfo] => Array

(

)



[redirect_url] =>

)





RAW data received:

*1*|*1*|*1*|*This transaction has been approved.*|*APPROVED 00225B*|*AVS Match 5 Digit Zip and Address (Y)*|*20120402095039-0310203-2921*|*4929-dWqnKu*|*AAA Lower Parts Kit,Ambidextrous Safety Selector (qty: 1)*|*91.99*|*CC*|*AUTH_CAPTURE*|*2747*|*AAAAAA*|*AAAAAAAAAA*|**|*AAAARd.*|*AAA*| *AAAA*|*AAAAA*|*United
AAAAAAAAAAAAAAAAAAAAAAAA.*|*AAAAA*|*AAAA*|*AAAA*|*United States*|*0.00*|*0*|*9.99*|*FALSE*|*Apr-02-2012 10:50:23*|*42F6E731CC50BB450D3116559C408507*|*M*|


I hope this helps as I think my host is running out of ideas and have have read everything I can find on google, but sometimes I just don't know what I am looking at or what to look for.

Thank you for any help you can provide.
donnyb