Article ID: 119192, created on Dec 17, 2013, last review on May 24, 2015

  • Applies to:
  • Odin Business Automation Standard

Symptoms

We are having occasional Credit Card payments failing with status "Unknown" in OBAS (Top > Configuration Director > Logging and Errors > Action Log > Tasks Queue):

%trans_id%  %customer%  *****4047   OK Unknown

Cause

According to Provider's Guide, status "Unknown" means that the transaction was started, but was interrupted somehow (typically, unintentionally, e.g., because of technical problems).

Task on transaction processing failed (Top > Configuration Director > Logging and Errors > Action Log > Tasks Queue):

%task_id%        Payment Processing: Process transaction %trans_id%.        Error Error     NO      01-Jan-1970, 10:00      15-Dec-2013, 22:04      

Where %trans_id% is id of transaction that has status "Unknown".

Get the reason in the DEBUG OBAS logs (/var/log/hspc/hspc.log)

[2013/12/15 22:04:25] [DEBUG] [8151] [HSPC::MT::Plugin::PP::OP_eWay::_send_request] Request to gateway (www.eway.com.au:443/gateway/xmlpayment.asp):
ewayCustomerInvoiceDescription=Order on the %domain.tld% subscription renewal from 23-Dec-2013 up to 23-Dec-2014
ewayCustomerInvoiceRef=2013-12-15-808525-7b77bb86df8a3e3
ewayOption2=
ewayCustomerID=%customer id%
ewayOption3=
ewayOption1=
ewayCVN=809
ewayCustomerEmail=%email%
ewayTotalAmount=%amount%
ewayCardHoldersName=%holder name%
ewayCustomerPostcode=N/A
ewayCustomerAddress=%address%
ewayCustomerFirstName=%first name%
ewayTrxnNumber=
ewayCustomerLastName=%last name%

[2013/12/15 22:34:25] [DEBUG] [8151] [HSPC::Application::db_connection] SQL Connection got for 'MUTEX': 22732 => 22958
[2013/12/15 22:34:25] [FATAL] [8151] [Error::throw] Mutex connection gone away during mutex lock (22732 => 22958)
[2013/12/15 22:34:25] [ERROR] [8151] [HSPC::Taskman::Comm::backend_execute_task] Task %task_id% HSPC::MT::PP::PluginEngine::OP -> process_task failed miserably: Mutex connection gone away during mutex lock (2
2732 => 22958) (See /var/log/hspc/rep2013-12-15_22-34-25 for details)

So the records above indicate that request was sent to the gateway at 22:04:25, since reply was not received within 30 minutes, the order failed due to timeout.

The issue is likely caused by either incorrect plug-in configuration or issues on the gateway side.

Resolution

  1. Verify settings of your Payment Plug-in (Top > Commerce Director > Online Payments > Payment Plug-ins > eWay Payment Plug-in), contact eWay support (http://www.eway.com.au) to get assistance with plug-in configuration.
  2. In case of temporary issues on the gateway side just redo corresponding task (Top > Configuration Director > Logging and Errors > Action Log > Tasks Queue > find a Task and click on "Redo Task" button).

Search Words

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