Cardinal 3D-Secure - Communication Timeout Encountered (8030)

[gaffettape]

Hi,

The following has happened twice in the last 2 days:

I receive two emails from my admin after a customer (seemingly) successfully checks out -

--

First email:

Subject:
Communication Timeout Encountered (8030)

Message:
Cardinal Lookup 3[xx-random-characters-here-xx] Cardinal Centinel -
cmpi_lookup error - 8030 - Communication Timeout Encountered

There are 3 steps to configuring your Cardinal 3D-Secure service properly:
1-Login to the Cardinal Merchant Admin URL supplied in your welcome package
(NOT the test URL), and accept the license agreement.
2-Set a transaction password.
3-Copy your Cardinal Merchant ID and Cardinal Transaction Password into your
ZC PayPal module.

For specific help, please contact [email protected] to sort out
your account configuration issues.

Problem observed while customer XXX Customer-Name-Here was attempting checkout with
3D-Secure authentication. THEIR PURCHASE WAS NOT SUCCESSFUL. Please resolve
this matter to enable future checkouts.

--

Second email:

Subject:
Communication Timeout Encountered (8030)

Message:
8030 - Communication Timeout Encountered

Problem occurred while customer XXX Customer-Name-Here was attempting checkout with
3D-Secure authentication.

CURL error: 28-Operation timed out after 8000 milliseconds with 0 bytes
received

--

Although the first message states "THEIR PURCHASE WAS NOT SUCCESSFUL" it seems everything goes through ok, the orders show up in my admin, the payments show up in my PayPal account etc.

I checked my server error logs and found nothing. All server response codes seemed normal (to my rather untrained eye!) I've had many other successful orders, and never had this error message before.

I did quite a bit of digging on the forums yesterday regarding this, and after reading one thread: http://www.zen-cart.com/forum/showpost.php?p=1015851 in particular this post: http://www.zen-cart.com/forum/showpo...1&postcount=16 ... I contacted Cardinal and received the following response:

"The error message 8030 indicates a timeout in the session of communication between your shopping cart (Zen Cart) and Cardinal. You would have the option of extending that window of time if you’re currently set at 5 seconds you can increase that to 10. The Cardinal Thin Client returns an error message after 10 seconds if there is no response. This could also be caused by simple internet latency if the error is intermittent.

I would encourage you to initiate a support ticket with Zen Cart and request that they increase your timeout setting to 5 or 10 seconds to allow for that session to connect without timing out. Most of your transactions will be well under that time limit. "

I'm using ZC 1.3.9h with the PayPal Website Payments Pro (UK) and PayPal Express Checkout (Pro 2.0 Payflow Edition) (UK) payment modules.

Please advise

[DrByte]

I would encourage you to initiate a support ticket with Zen Cart and request that they increase your timeout setting to 5 or 10 seconds to allow for that session to connect without timing out. Most of your transactions will be well under that time limit."

The default in Zen Cart is already 8 seconds, which confirms what Cardinal Support is telling you: you've got internet latency problems between your hosting server and Cardinal's servers.
You should talk to your hosting company about the lag time problem. If it's getting a timeout after 8 seconds, your customers are going to be getting anxious, and that's something you should address regardless of any settings in Zen Cart.


/includes/modules/payment/paypaldp.php

      curl_setopt($ch, CURLOPT_TIMEOUT, 8);

[gaffettape]

Ok, thanks Doc.

I'll be speaking to my hosting company ASAP.

In the meantime, would it be advisable to up that setting to 10 (which, from what I understand, is the max (?))

Thanks.

[DrByte]

10 is not the max. You can set it to whatever you want. It'll take values into the thousands. But too high a number decreases quality of customer experience. If it requires a higher number, then your hosting company has a serious problem to fix, either with their server, or with the internet connection between your server and where the cardinal server is located.

[gaffettape]

Understood, thanks once again

[ShopMaker]

I've been having the same issue since the 2 Sept:

8030 - Communication Timeout Encountered

CURL error: 28-Operation timed out after 8 seconds with 0 bytes received

Please reply if you find a fix. I'll do the same.

Paul

[gaffettape]

Hi Paul,

I've contacted Cardinal since - they're still looking into it, as far as I know.

Is your host UK based too?

[ShopMaker]

Yes, 34sp.com in Manchester.

Looking at other threads, Dr Byte seems sure that it's a server issue.

I just made a test purchase myself and Cardinal worked OK.

I wonder if upping the CURLOPT_TIMEOUT would help.

[ShopMaker]

My Cardinal rep suggests I increase the timeout to 12 seconds. Will report back if any improvement.

Paul

[gaffettape]

Thanks for keeping us updated Paul, I'll be doing the same