offline due to palpal change of ip address

[hammer]

we have been offline 30 hours due to paypal changing ip addresses 30 hours ago. we use payflowpro.paypal.com in shop site 10. have not been able to process transactions since. billing.cgi just times out after two minutes and returns a time out error.

paypal denies and other changes on their part

is there a shopsite test cgi we can run with shopsite 10 to learn what is happening?

is there a shopsite log that will have detail?

what is the configuration file holding the url for payflowpro.paypal.com so we can check that. we have been using shopsite for 10 years.

but we are off line now. can anyone help?

[loren_d_c]

ShopSite uses the domain name, NOT a hard-coded IP address, when communicating with PayPal. You can check the 'HOST' setting in the pfpro.aa file in your ShopSite's Data Directory to see this domain.

Of course domains are translated to IP addresses by DNS servers, which are generally operated by your host. So you can ask them to check to see if the old IP addresses for PayPal are cached in their DNS servers or otherwise hardcoded in their network routing (/etc/hosts file, etc).

-Loren

[hammer]

thank you loren.

the pfflo file appears to have the correct url.

Yesterday we were getting timing out error all day.

today it appears we are hitting the paypal transaction gateway, but no transaction gateway information is being returned to shopsite, and therefore no new orders are being created and the thank you screen never appears. we get an error message;
-----------------
Error
Error opening new basket database file "G:\shopsite4\data\ip\SSMSB1297975801.5904" from "./basket.new" This can be caused if the file "./basket.new" does not exist, or if either directory path has incorrect permissions or ownership. Please alert the store owner that this problem exists.

-------------------------
Is there a test cgi to run that will allow us to see what is going on among the billing.cgi and the thankyou.cgi. I ran the diagnose.cgi but it does not include any gateway transaction testing. In any event, diagnose.cgi shows no problems

thank you,

wayne

[loren_d_c]

This new error message is a completely different problem. And probably not specifically related to PayPal at all. This new error is usually because of a permissions issue or diskspace or user disk quota issues, see the following ShopSite Knowledgebase article:

http://support.shopsite.com/KBase/questions/2127/

-Loren

[connieryan]

I have been working on this problem all morning. Compacting the database in Shopsite cleared my "basket" error but now I need to change the PayPal IP address to deal with the Gateway Time-Out problem. Can you advise on how to fix that?

Thanks,

Connie

[hammer]

Hello Connie,

So I am not the only shopsite user having a timing out problem with the new payflowpro.paypal.com new gateway IP address problem? On a windows server you can check the host url in the pfpro AA file in the Data directory. We don't use an IP address, just the host address of payflowpro.paypal.com and still we are timing out.

Which shopsite database did you compact? How did you compact it?

[connieryan]

I went to Utilities>Database>Compact. Be sure to use the backup option first.

Still trying to figure out with my hosting company where to change the ip addresss. No orders all day!

[hammer]

Thanks connie. That worked to get rid of basket.new error. Now I am back to timing out error. Is this what you are getting?

--------------------------
CGI Timeout

The specified CGI application exceeded the allowed time for processing. The server has deleted the process.

-------------------------------------

Again, we don't have a hard coded IP address in our configuration file so I don't know what is going on and why the PayPal migration to a new data center and new IP address would shut down my gateway.


Have you tried to contact PayPal about the issue?

[connieryan]

I have contacted Pay Pal and they are useless. They said it is a hosting problem because the dns server is pointing to the wrong ip address for payflowpro.paypal.com. I have been on with my hosting company for HOURS trying to get this fixed. They don't seem to know where in shopsite to fix this. The pfpro file points to payflowpro.paypal.com and my host can't find where the hard coded ip address is.

Shopsite...can you please tell us where to find this information so we can get it changed?

[robm]

Connie,

ShopSite is using the domain name. But the server where your store is hosted is looking up the IP for the PayFlowPro domain, and it's likely your hosts's DNS is either slow to update, or as Loren mentioned, has overridden the new IP with a hard-coded IP. If you have command line access to the server, you can run the command:

nslookup payflowpro.paypal.com

and see if the IP returned matches what the live IP should be: 66.211.171.141

We have many ShopSite merchants using PayFlow Pro with no issues today.

Rob

[connieryan]

Verio says they do show that ip address but we are still not getting orders through. Now we are getting a payment processing error (-1). See details below. I know my information is correctly entered so I don't know what this new error is about. I just bought a single incident support ticket from Shopsite. I need to get this resolved. We are going crazy with customer complaints.

Payment Processing Error

--------------------------------------------------------------------------------
Your order was not processed
There was a problem processing your credit card information.
Please verify that the following were entered correctly:


Zip Code
Card Number
Expiration Date
If you repeatedly see this message, complete your order by contacting the merchant directly.
--------------------------------------------------------------------------------
Detailed error message:
-1:

[hammer]

Well you are further along than we are. It appears you are hitting the gateway processor and getting a return. We are hitting the gateway but we are not getting a return. We host shopsite ourselves so we are sure we are using the correct paypal host.

[connieryan]

I am on with PayPal again since the IP address they gave us for the migration shows connection failed!!!!!!!!! The PayPal guy said it may need to be a different IP address than what is listed on the migration information they sent me. I am ready to pull my hair out!

[hammer]

This is the result of our NSlookup from CMD on the host server. The local DNS server has the correct IP address for payflowpro.paypal.com


Microsoft Windows [Version 5.2.3790]
(C) Copyright 1985-2003 Microsoft Corp.

C:\Documents and Settings\Administrator>nslookup payflowpro.paypal.com
Server: ns1.bsn.pnap.net
Address: 63.251.129.1

Non-authoritative answer:
Name: payflowpro.paypal.com
Address: 66.211.171.141

[connieryan]

I am up and running again because I paid $50 for Shopsite single incident tech support. It is the BEST thing ever. I could have saved six hours!