Posted: August 25, 2016 at 2:14 pm
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Hi, We starting using the Moneris Payment Gateway a while back, and have had no trouble until Monday. An attendee registered and paid online via Moneris Payment Gateway. Here is what happened: 1. Payment successfully went through to Moneris. The monday transaction is an anomaly – we have been successfully processing payments now for a while using Moneris Gateway. Why would it happen to only one attendee? We can not afford to have it happen again. Can you help figure out what the problem might be and help us fix it? Thanks! This is our System Status Info: |
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Hi there, Thank you for the detailed post. Unfortunately without any form or error we can’t say why/what has happened here. One thing that does stick out a little is your wp_memory limit is rather low:
Its easy to use that amount of memory with a few visitors, I’d recommend updating that value to around 96MB. You can find details on how to do that here: https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP Basically edit the wp-config.php file and add something like:
If there is a similar line already in place replace it, if not place that anywhere above the line that has If you navigate to /wp-content/uploads/espresso/logs/ do you have a Moneris log file there? Also, do you have access to the servers error logs? If so take a look around the date and time of the failed transaction. Do you see any errors relating the EE? |
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Hi Tony, Ok I edited the wp-config.php file to increase memory. I found the Moneris file in the wp-content/uploads/espresso/logs/ folder, yes. And yes, I have access to a log file in my folder called error_logs. I don’t see anything pertaining to event_espresso at the time of the transaction, which is Monday August 22 at 4:00pm. In error_log file I don’t see any errors after August 10th. In my Moneris log file I see only one that was declined credit card, but also do NOT see any transaction on August 22 @ 4pm. It seems like the payment sent to Moneris OK but Moneris couldn’t send back anything to Event Espresso to say it was processed. It is very odd, because I have had no issues before that one transaction and no issues since that one. At least 6 other payments have processed through Moneris and all others are indicating in EE admin properly that the payment has been made. What to do now? I am not an expert in reading log files. Perhaps someone there might want to look? Any other ideas? Can this be an anomaly? Thanks |
If you’d like to send the log files over I’ll take a look to confirm but it sounds like theres no useful info within them. You can either send the files to support[at]eventespresso.com and include a link to this thread within the content… Or if you’d prefer to send over FTP details to loo directly at the files you can use this form: https://eventespresso.com/send-login-details/ If there’s no error messages and nothing at all within the log file for that transaction then it sounds like the request from Moneris either didn’t happen or was blocked/lost either at your server or before. The above can happen with with any offsite payment methods/gateways by design and there is little we can do to prevent it as we have no control over the request. (Again note without any errors I’m just guessing at possibilities currently) As you’ve had multiple payment before/after this one without any errors I would say this is likely an anomaly caused by some external issue but will check over your log files all the same if preferred? |
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Tony, I spoke with Moneris tech support and they checked and said they are for sure sending to our url. They asked if there was a fall-back Async Response URL, and if so, I should enter icon their side. I have set up a Fall Back response on their end for times like this, so at the very least registrants will get a thank-you page form moneris that will indicate payment or decline. And they can print it. We would have to login and manually enter their information however, should this happen again. They show no error on their end. I have no error in the log files. What do you suggest – could it be something in the gateway or on our servers? Please advise. |
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Without any form of error I really can’t say what has caused this. With nothing in the logs it appears your server just didn’t receive the request. It the request was received but caused a fatal error, that should be within the error servers error logs. If the request was received but something happened within the IPN validation, that should be within the moneris ipn log above. The logs show nether correct? Does moneris has any kind of IPN log within your account that you can view? If so does it show the request for that transaction as complete?
Currently it could be ‘anything’, have you modified the gateway at all? Again as you received working payments both before and after this it appears to be an external issue. The code hasn’t changed from now to then and your payments are currently working as expected, right? |
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tony, we’ve changed nothing (I confirmed this with our tech – Romelda Morson who is aware of this thread and is actually the one dealing with it). We’ll send you the login information using the link so you can review what you need on our servers, and check out whatever is necessary. Thanks |
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I checked over your log files and you’re right, there is nothing that shows any kind of issue on or around the 22nd of August within any of the log files. The payments before and after this transaction worked as expected, nothing has changed between now and then (code wise) and the memory limit has been raised to provide plenty of free memory. Without any kind of error to go with we can’t really investigate this any further unfortunately. |
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