| MBeat33 | |
| Dec 1 2015, 10:53 PM |
| F3059105: GC25image[1].png | |
| Dec 8 2015, 9:03 PM |
| F3040732: image.png | |
| Dec 1 2015, 10:53 PM |
We're seeing GC status 25 errors that are also generating a 404 error message as well. Generally DS messaging assumes that Status 25 errors are related to Javascript being disabled, but the donor in Zendesk 174511 confirmed that they have JS enabled. @awight says this error can be caused by mangling the URL, so one question would be what is causing donors to encounter this. I will follow up with GC to see how often they are seeing this error.
What MBeat33 said. For example,
If the URL were accidentally decoded or otherwise damaged, it would result in a 404 in the iframe:
We're seeing about 10 of these HTTP Status 404 - /orb/jsp/InternalError.jsp errors per day; we've been sending our standard GC25 messaging to these donors, which suggests the issues is related to their browser and advises making sure Javascript is enabled and a few other suggestions. Globalcollect's initial response was that this is browser related; I've asked them to look further to see if anything unusual is going on.
We are seeing enough of these that it might be worth making this Unbreak Now. Questions I have are if there's a way to distinguish these from ordinary GC25's, and if asking donors to retry their donation is the best response (is likely to result in a successful donation of not).
I see a comment in ZD# 181301, that they filled out donation data, then visited the "donor policy" and went back to the iframe. Their CC# and expiration had disappeared, but they pressed continue anyway... then got the 404.
@MBeat33
If you can get any of these details from donors, it would be a big help:
I've emailed GC, begging for weblogs with a few examples of the 404s. I need the order IDs so we can look through our logs.
thanks, @awight, I will add donor feedback as we receive it. The donor in #182291 Firefox 42.0 on an Apple iMac with OS X Yosemite 10.10.5 - their screenshot is timed 5.18.45 PM Central Time (Texas, UTC-06:00)
#182991 was able to enter his card #s, "error code came immediately after submitted for payment"
early returns, more to come today:
#182636 firefox – was able to enter card #s – 12/7 5:45 PST
#180720 was able to enter card #s
#181185 was able to enter card #s - 09:45 12/6 GMT
#181197 Chrome on Linux OS (Kubuntu)
#182626 chrome - was able to enter the card numbers - 5:30 pm PST 12/6
#181447 was able to enter card #s
@MBeat33
I'd love to hear any more reports you've summarized, but don't worry about collecting them going forward. This is enough information that I can at least add appropriate logging.
@awight, I'm not sure if this is the same issue, but the donor in #182011 got a GC25 error after submitting their card #s and sent this "form validation" error screenshot:
![GC25image[1].png (197×581 px, 69 KB)](https://phab.wmfusercontent.org/file/data/ok64gyxe6oluhuylqdoj/PHID-FILE-fh3ywryw4ygasmqw63tl/GC25image%5B1%5D.png)
The donor used Firefox v42, Windows 8.1 and
https://donate.wikimedia.org/w/index.php?title=Special:FundraiserLandingPage&country=NZ&uselang=en&utm_medium=email&utm_source=sp50196226&utm_campaign=C15_Email1&hpc=4.09
For the time being we'll advise donors to try a different method as they are likely to encounter this 25/404 error again.
The donor in #182876 using Chrome Version 47.0.2526.73 got this error on 12/8 but was able to donate successfully today 12/9. The transaction today is GC 8028850948
The latest from GC is:
The session logs didn't reveal any trends relating to 404 page not found issue. After discussing in depth with our IT team, they are suggesting that this seems to be a user error. It's possible the page timed out, the user lost connection to internet, browser issues etc. Based off of the logs and order ids provided, we are not seeing any errors in the API calls. We will continue to closely monitor.
We still see this error upward of 6 times a day, likely higher as some may look like normal GC25 errors (where donors aren't able to submit card details due to browser issues) and the donors don't report the 404 error, and also the donors who don't contact us at all about it. Is there a next step we can take to investigate this?
Thanks Michael for the update!
@awight seems like donors are seeing the iframe and entering info, but getting a time out. At GC's side, they are not receiving the card info. Seems like the timeout is on our end. Michael mentioned he started seeing these about 6 weeks ago, in a smaller scale. Did we change anything 6 weeks ago?
The rate of emails for this is quite high and worth trying to unbreak now.
Yes, MBeat33 has given us a lot of information and it would probably be productive for fr-tech to dig around in the embers a bit.
Random thought. We could instrument the outer page so that it logs the iframe URL back to us.
@MBeat33 fr-tech is thinking that this is on the ingenico side. Could you follow up with them (if you are still seeing this)?
Ingenico checked their logs and concluded it was likely user error: page timed out, the user lost connection to internet, browser issues etc. I just asked them if they have any more insight into the causes, and will add any new details here.
update: Sal says "Status 25 is simply customer abandonment." So, I'm not sure how to follow up on this. Given the ungainly screenshot seen by donors who get this error, it would be great if we could figure out how to display a friendlier error message at the least. Is that error message 'ours' or 'theirs'?
@Ppena considering the last few comments here, is there any way we could discuss this with ingenico?
I emailed Sal to ask them to replace that message with something more helpful.
9/19 poked Ingenico again on this
The final word from Ingenico: We haven’t been able to catch this happening in action and the logs we recorded revealed nothing so it’s a bit hard to determine if there’s actually an issue here. When I spoke with our tech team, they tested it out and it behaved as it’s supposed to. The only time we would get a 404 error is when we sat at the check-out page for more than 15 minutes and then attempted to proceed with the order.
I am still asking them if they can create a more donor-friendly error message.