22
Closed, ResolvedPublic
Actions

Assigned To

None

Authored By

	krobinson
	Nov 28 2022, 9:23 AM

Description

Creating this task to log a possible issue with the donation form on 11/24/22 from 16.00 UTC until around 19.00 UTC. Multiple donors reported the form not responding. This seems to be across payment methods, so is on our end, rather than at the PSP. Two included screenshots:

I have tried to donate via PayPal a few times, but always get this error:
cid=13490279 | #1237848

Screen Shot 2022-11-25 at 11.48.04 am.png (1×2 px, 429 KB)

Thank you. I want to donate, but something with your donate page does not work. As you can see from the attached png the amounts in the boxes are not shown.
I am using Firefox 105.0. On a iMac OS.12.6
cid=86659 | #1237610

Screen Shot 2022-11-25 at 2.21.36 pm.png (1×1 px, 135 KB)

Others reported issues, but nothing could be found at the PSP, indicating they didn't get that far, so likely the same as above:

I try to donate using Apple Pay but it can’t be processed.
cid=39420164 | #1237932

Hi I tried to donate but the mastercard button does not work, when you press it nothing happens!
cid=9569196 | #1237924

Each time I try to donate it has bounced me out saying there is an error. I will try again but is there an issue you are aware of?
cid=13608688 | #1237977

I tried to donate but I'm getting an error message.
cid=52017816 | #1238011

I tried to donate. It wouldn’t take. Sorry.
cid=24783851 | #1237804

I tried but it wouldn't accept it.
cid=40530341 | #1237794

I have tried to donate £10 but when I press continue nothing happens.
cid=11476546 | #1237764

Among others.

We were dealing with high volume from the UK email send, but this cluster feels like more than the regular proportion of normal donors experiencing iframe issues that we would expect to encounter. If there was a bug, it clearly righted itself, but as we're about to go live with banners, we're being overly cautious by logging this task.

Related Objects
Search...

		Status	Subtype	Assigned	Task
		Resolved		None	T323895 Unresponsive donation form 11/24/22
		Resolved		Ejegg	T324565 Add Isle of Man to Paypal supported country list

Event Timeline

krobinson created this task.Nov 28 2022, 9:23 AM

Restricted Application added a subscriber: Aklapper. · View Herald TranscriptNov 28 2022, 9:23 AM

krobinson updated the task description. (Show Details)Nov 28 2022, 9:29 AM

Thanks for logging it. Can't see any outages on https://www.wikimediastatus.net/#week at that time. There's nothing in donatewiki recent changes either.

My suspicion would be there was something weird in one of the links, which caused the javascript on donatewiki to break. But the timing is weird, since the GB emails that day were sent at 10:00 UTC.

Did we throttle the UK send, @nisrael ? Were emails still going out at this time?

Thanks!

Just posting this link for now.

We were definitely processing donations at that time:
https://frmon.wikimedia.org/d/R5m3iU1Wk/queue?orgId=1&from=1669298635343&to=1669334289866

And there wasn't any failmail either.

(this is a very simple first pass investigation!)

XenoRyet moved this task from Triage to DRI Backlog on the Fundraising-Backlog board.Nov 28 2022, 8:38 PM

Setting to High as this doesn't seem to be on-going (so not UBN!) and it needs some more investigation.

From Dallas in standup: double check iptables blocks.

This is weird.

I can't find any log hits for the email address associated with the c_id on the first one. Did we get a contribution tracking id with any of these reports by chance?

AndyRussG moved this task from Backlog to User Bug Backlog on the Fundraising Tech - Chaos Crew board.Nov 28 2022, 9:10 PM

AndyRussG moved this task from User Bug Backlog to Backlog on the Fundraising Tech - Chaos Crew board.

jgleeson moved this task from Backlog to In Progress on the Fundraising Tech - Chaos Crew board.Nov 29 2022, 2:35 PM

hey @MBeat33 & @krobinson. I looked at the IDs posted and found the following. I couldn't see any issues related to the front end that would explain a common issue across all affected donors, but I did find some individual explanations for a few of them.

ID/Reference	Explanation
cid=13490279	User hit this error page after coming to us via donate.wikimedia.org. The user is in the Isle of Man and tried to donate using Paypal. We currently don't support PayPal donations from the Isle of Man. However, we probably should as Isle of Man(IM) is on the supported list of countries for Braintree. The user didn't give up! and changed their country to GB today and managed to donate successfully.
cid=86659	Can't find anything in the logs for a recent donation by this user
cid=39420164	146846839.1 - This user tried to donate with the following details, country=Colombia, currency=Colombian Peso, state=England, which appears to be a mistake. We got as far as posting this donation to Adyen, but we didn't get a response back. My guess is that the details being incorrect triggered an Apple Pay error client side.
cid=9569196	Can't find anything in the logs for a recent donation by this user
cid=13608688	Can't find anything in the logs for a recent donation by this user
cid=52017816	Can't find anything in the logs for a recent donation by this user
cid=24783851	Can't find anything in the logs for a recent donation by this user
cid=40530341	Can't find anything in the logs for a recent failed donation by this user. However, this user did successfully donate on the 30th of November.
cid=11476546	Can't find anything in the logs for a recent failed donation by this user. However, this user also successfully donated on the 30th of November.

jgleeson claimed this task.Dec 5 2022, 4:35 PM

For cid 13490279 the 'no payment form found' error, the most usual cause is that the country code is something strange (geolocation error), or is just not on PayPal's list of officially supported countries. Unfortunately the screenshot cuts off the URL before the country so I'm not sure if that's the case for them.

jgleeson moved this task from In Progress to Ready for Review on the Fundraising Tech - Chaos Crew board.Dec 5 2022, 11:31 PM

XenoRyet closed subtask T324565: Add Isle of Man to Paypal supported country list as Resolved.Dec 6 2022, 8:13 PM

AndyRussG moved this task from Ready for Review to Being Reviewed on the Fundraising Tech - Chaos Crew board.Dec 22 2022, 4:59 PM

Cstone moved this task from Being Reviewed to In Progress on the Fundraising Tech - Chaos Crew board.Jan 3 2023, 7:00 PM

Cstone moved this task from In Progress to Backlog on the Fundraising Tech - Chaos Crew board.Jan 3 2023, 8:23 PM

jgleeson removed jgleeson as the assignee of this task.Jan 3 2023, 8:23 PM

XenoRyet lowered the priority of this task from High to Medium.Jan 3 2023, 8:24 PM

@Cstone these are the recent tickets where donors have received the ‘unable to find a donation form matching your parameters’ error message (which I'm hoping is related to this unresponsive form issue, though I understand that message may also show for a range of other reasons including small countries mixing it up with form chooser):

ZD ticket	date	cid	screenshot?	browser + specs	notes
1205705	10/26/22	unclear, possibly 25399050	yes	Firefox, Edge and Pale Moon, Windows 10 PRO, Tried using my LAN and alternatively a AT&T wireless hotspot	donation link from fundraising email, COUNTRY = VI
1194211	10/15/2022	n/a	no	n/a	n/a
1192723	10/13/2022	2564335	yes	Chromebook	enGBC2223_E1 donation url “I wonder if it's because I'm on the Isle of Man (UK)”
1184938	10/05/2022	24463747	Yes	n/a	enUSC2223_E1 email link
1184873	10/05/2022	n/a	Yes*	n/a	* additional screenshot shows odd mediawiki login message?
1177428	9/22/2022	11723174	n/a	n/a	enGBC2223_E1 email link, COUNTRY = IM

Cstone moved this task from Backlog to User Bug Backlog on the Fundraising Tech - Chaos Crew board.Jan 10 2023, 3:27 AM

I think this is tangential (maybe even solved) with the work done in T326666: GatewayChooser: No supported gateway for parameters

We had a bunch of islands missing from our paypal config (IM and VI mentioned above) which have since been added.

List of countries we have enabled on paypal here:
https://gerrit.wikimedia.org/r/plugins/gitiles/mediawiki/extensions/DonationInterface/+/refs/heads/master/paypal_ec_gateway/config/countries.yaml

Cstone moved this task from User Bug Backlog to Done on the Fundraising Tech - Chaos Crew board.Apr 7 2023, 12:34 AM

XenoRyet closed this task as Resolved.Apr 11 2023, 7:22 PM

XenoRyet set Final Story Points to 2.

Dwisehaupt moved this task from Done to Completed 20230104 - 20230411 on the Fundraising Tech - Chaos Crew board.Apr 11 2023, 7:33 PM

	F35821875: Screen Shot 2022-11-25 at 2.21.36 pm.png
	Nov 28 2022, 9:23 AM

	F35821872: Screen Shot 2022-11-25 at 11.48.04 am.png
	Nov 28 2022, 9:23 AM

Unresponsive donation form 11/24/22Closed, ResolvedPublicActions

Description

Related ObjectsSearch...

Event Timeline

Unresponsive donation form 11/24/22
Closed, ResolvedPublic
Actions

Related Objects
Search...