WePay: Why is my integration randomly disconnecting?

  • Profile Image
    jatwell01
    Asked on September 14, 2017 at 05:16 PM

    I have 2 forms with Wepay app on Jotform for 2 different customers.  In each case, the connection appears good but we get a 1003 or a 1011 error.  If I remove the Wepay app several times and reinitialize the connection works and the app will process the credit card.  In the last instance, the app worked for 3-4 weeks with no problems and then it just started giving 1003 errors.  Since I did not change anything in the app I can only assume the problem is with your server connection to Wepay.

    This is a serious problem in as much as we never know there is a problem until we get a client call.  Below is the URL from the problem this afternoon.  It is working now because I deleted and reinstalled the app several times to get it to work again.

  • Profile Image
    jatwell01
    Answered on September 14, 2017 at 09:18 PM

    Your answer does not satisfy the question as to why the app loses connection for no apparent reason.  The fact that I got it working does not negate the fact that the client was unable to make the purchase.  A similar problem in the past was relegated to a server problem at your facility.  DOES THIS PROBLEM STILL EXIST?  As the user, I do not know when the app will fail?  Your sending me the list of error codes tells me what I already know but not the cause of the error when the app has not been changed. Please check your end to see when and why the connection was lost.

  • Profile Image
    Kevin_G
    Answered on September 14, 2017 at 11:59 PM

    Apologies for the inconveniences this may have caused to you. 

    I have been checking your form and all seems fine, I have also tested this on my end and I can see the integration works fine. Would be a bit hard to identify what may be causing the issue without replicating it on our end. 

    May you please take a screenshot of the web console while the errors appear? 

    How-to-get-a-console-report-from-most-common-browsers

    Do note that this might have happened due a temporary errors on our servers; however, we will be glad to forward this to our second level for further inspection in case the issue persists. 

    Thanks. 

  • Profile Image
    jatwell01
    Answered on September 15, 2017 at 07:45 AM

    Thank you for passing this on to your second level.  This has occurred at least 3 times, one of which your second level team noted it was a server problem on your end.

  • Profile Image
    jatwell01
    Answered on September 15, 2017 at 03:56 PM

    It happened again.  This is getting very frustrating for me and my customers .   When I checked the app it said it was connected in Live mode.  I have done nothing to the app since yesterday when it worked after a similar problem.  I deleted and reinstalled the app and tested the connection in staged and then asked the customer to try again and the credit card payment processed. THIS MUST BE ELEVATED TO THE TOP LEVEL OF YOUR SUPPORT STAF SO THAT IT CAN GET FIXED ASAP. 

    Here is the result of the monitor.

    V4 - _changeModeGatewaySetup

    2raven.min.js:2 undefined

    raven.min.js:2 WePay URL:  https://stage.wepay.com/v2/oauth2/authorize?client_id=161834&redirect_uri=https://www.jotform.com/server.php?action=getWePayConnect&scope=manage_accounts,collect_payments,view_user,preapprove_payments,send_money

    raven.min.js:2 WePay Connect - Success: Object

    4raven.min.js:2 undefined

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:63333/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:5900/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:63333/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:5901/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:5902/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:5900/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:5903/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:5901/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:5939/' failed: Error in connection establishment: net::ERR_CONNECTION_CLOSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:3389/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:5902/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178 WebSocket connection to 'wss://127.0.0.1:5279/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_eS @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f982f454ef439691c5d55aad84daa05c91ed932b39ab93e63145548c05bedb3:178

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:5903/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:5939/' failed: Error in connection establishment: net::ERR_CONNECTION_CLOSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:3389/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    cdn.jotfor.ms/js/payments/wepay.js?v=3.3.1672:244 Validating

    t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160 WebSocket connection to 'wss://127.0.0.1:5279/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED

    td_tj @ t.wepay.com/fp/check.js?org_id=ncwzrc4k&session_id=5f8143be-9739-4819-9302-5fd1e4eb0076:160

    2cdn.jotfor.ms/js/payments/wepay.js?v=3.3.1672:244 Validating

    cdn.jotfor.ms/js/payments/wepay.js?v=3.3.1672:206 Result:

    cdn.jotfor.ms/js/payments/wepay.js?v=3.3.1672:219 1117835811   John Atwell

    cdn.jotfor.ms/js/payments/wepay.js?v=3.3.1672:298 Submitting form...

    submit.jotformpro.com/ Failed to load resource: the server responded with a status of 500 (Internal Server Error)

    raven.min.js:2 Uncaught SyntaxError: Unexpected token c in JSON at position 0

        at Object.parse (<anonymous>)

        at jotFormxds.onMessage (/js/libraries/xds-server/jotFormxds.js?1505504171502:56)

        at /js/libraries/xds-server/jotFormxds.js?1505504171502:40

        at d (raven.min.js:2)

    2raven.min.js:2 undefined

     

    submit.jotformpro.com/ Failed to load resource: the server responded with a status of 500 (Internal Server Error)

  • Profile Image
    Kevin_G
    Answered on September 15, 2017 at 05:39 PM

    Apologies for the inconveniences caused to you. 

    I have cloned your form and it seems to be working, you can use testing payment info and see how it works here: https://form.jotform.com/72576674195975 

    However, I will forward this to our second level so our developers can take a closer look on the issue. 

    We  will keep you updated via this thread. 

     

  • Profile Image
    omur
    Answered on September 19, 2017 at 04:07 AM

    Hello jatwell01,

    Thank you for your feedback. I'll be investigating the issue and update this thread. It might take some time, please allow us a couple of days time.

    If you have a distinct way of triggering the issue, please let me know.

    Thank you

  • Profile Image
    jatwell01
    Answered on September 19, 2017 at 08:33 AM

    Thank you for your attention to this serious problem.  Since I have had this problem, I check the Wepay integration on a regular basis.  In another similar implementation, I try to connect to Wepay staged environment for testing and cannot login.  It says there is a problem with my username and password.  I then try and login with the same credentials to the live environment and I connect immediately.  This has happened many times.  I don't know if this is related but it may be.  Again this is different implementation than the one originally reported.  See website below.

    https://www.kairosnc.org/edonation.html  

  • Profile Image
    omur
    Answered on September 19, 2017 at 08:58 AM

    Hello jatwell01,

    The live and sandbox environment on WePay are different. You require separate accounts for that. That might be the cause. 

    We'll update you once we find the cause for the problem.

    If you can discover why it happens, feel free to let us know too.

    Thank you very much

  • Profile Image
    jatwell01
    Answered on September 19, 2017 at 12:52 PM

    I have had to more customers unable to complete the purchase of the kayak event at https://albemarleloop.com/reg.html .  In this case, I merely went to staged and reconnected and tested and once the test was successful I reconnected with the live mode and one of the clients was able to purchase the trip.  Apparently, the system keeps losing (forgetting) the connection and as long as I reconnect things start working again.  Now I am losing money!!!!!!!!!!  WHAT IS THE ISSUE.


    I see the issue with the other form that I am taking donations with - I was able to login to the stagged mode.

  • Profile Image
    TREVON
    Answered on September 19, 2017 at 01:21 PM

    I have checked on the ticket status of the issue and I have seen its being worked on. Kindly allow us more time to resolve the issue and we will get back to you as soon as we find a solution.

    Our sincere apologies for any inconveniences this might have caused and we are hoping we will get a conclusive solution to this matter. Kindly bear with us and thank you for your patience.

  • Profile Image
    omur
    Answered on September 20, 2017 at 01:07 AM

    Hello jatwell01,

    Your form has a established connection to WePay and is working without any issues at the moment.

    Let me sum it up again:

    Live mode is for real payments.

    Staging mode is for TEST payments.

    To charge your customers you have to use live mode.

    Thank you

  • Profile Image
    jatwell01
    Answered on September 20, 2017 at 07:47 AM

    At 7 AM this morning I disconnected from Wepay and attempted to reconnect.  I tried many many times and even changed browsers.  One of the monitor reports indicated that an image would not load because it was not https,  I removed it to no avail.  Below you will find some of the results of my efforts.  I am not connected now and am rebooting my machine.  Last night my machine upgraded with a newer version of windows 10.


    2jotFormxds.js Failed to load resource: the server responded with a status of 523 ()

    server.php:10 Uncaught ReferenceError: jotFormxds is not defined

        at window.onload (server.php:10)

  • Profile Image
    jatwell01
    Answered on September 20, 2017 at 08:15 AM

    As a precaution, I reverted to another machine with a lower version of windows.  Same results.  Here is the latest monitor.  I am DOWN.  I CAN NOT DO BUSINESS BECAUSE I CANNOT CONNECT TO WEPAY.  PLEASE ESCALATE.  


    71956138662970:1 Mixed Content: The page at 'https://www.jotform.com/build/71956138662970' was loaded over HTTPS, but requested an insecure image 'http://cdn.jotfor.ms/assets/img/v4/payment_icons_v2/w_worldpay_2x_invert.png'. This content should also be served over HTTPS.

    react.min.js:12 Mixed Content: The page at 'https://www.jotform.com/build/71956138662970' was loaded over HTTPS, but requested an insecure image 'http://cdn.jotfor.ms/assets/img/v4/payment_icons_v2/w_worldpay_2x_invert.png'. This content should also be served over HTTPS.

    setValueForProperty @ react.min.js:12

    8raven.min.js:2 undefined

    raven.min.js:2 WePay URL:  https://www.wepay.com/v2/oauth2/authorize?client_id=92533&redirect_uri=https://www.jotform.com/server.php?action=getWePayConnect&scope=manage_accounts,collect_payments,view_user,preapprove_payments,send_money

    2raven.min.js:2 undefined

  • Profile Image
    omur
    Answered on September 20, 2017 at 08:43 AM

    Hello Jatwell01,

    For some reason your browser does not load some files which are required to run the integration properly.

    I've checked your form a couple of hours ago and it was connected, I saw no operational problem the credit card form was working correctly.

    I suggest that you connect to WePay using another computer and internet connection as the problem may be related to your computer or your network.

    My colleagues will assist you further in this matter.

    If you still experience technical difficulties, feel free to write us.

    Thank you 

  • Profile Image
    jatwell01
    Answered on September 20, 2017 at 09:16 AM

    I had already switched machines and browsers to no avail.  I made my Internet connection on my iPhone hotspot and it connected immediately.  I then rebooted my router/modem to get a new IP address and preliminarily it looks like the problem is solved.  Thanks.