[RESOLVED 7:15 PM] Tendenci 4 Network Connection Issues – Effecting Merchant Account Connections

January 22, 2013

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UPDATE 1/22/2013 7:15 PM - All sites should be now functioning with a normal load time. Timeouts have ceased and the firewall will now allow FTP connections and allow payment gateways to post to Tendenci. We apologize for the inconvenience this has caused. We will continue to monitor server connections. Thank you.

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UPDATE 1/22/2013 5:30 PM – We are still working on this issue with our service provider this evening. Some clients are reporting issues with the email server as well on Tendenci 4 sites. This means that email sent from the website (such as password resets) may be delayed. We will update with more information as we have it.

Thank you again for your patience, we apologize for the inconvenience.

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Our Tendenci 4 servers are currently experiencing a heavy increase of traffic, which has limited our connections to T4 sites. Your data is NOT at risk. This does not effect visitor’s ability to access your website or admin’s ability to log in. It does effect FTP connections (FTP connections may time out) and merchant account connections.

We are working on the issue and will update here as we have more information.

Tendenci 4 Merchant Account Connections May be Interrupted

Any payment gateway that is posting back to Tendenci 4 may be interrupted. Payments are being processed normally at the Merchant Account (i.e Authorize.net), but for some clients the approval confirmation is timing out before it is reported back to Tendenci.

If this happens, you will get an Error Message that payment was approved but there was an error in reporting the transaction back to the website.

Below is a sample timeout Error Message from Authorize.net:

Sample Authorize.net Timeout Error

If you get this error or reports from your customers of this error, please contact our support team and we walk you through how to verify the payment was processed correctly and update your invoices in Tendenci.

Questions? Contact Support

Questions? Contact our support team support@schipul.com or (281) 497-6567 ext 411

We are working on the issue and will update you as soon as we can. Thank you for your patience.


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