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artfulrobot / uk.artfulrobot.civicrm.gocardless

A CiviCRM extension providing GoCardless integration to handle UK Direct Debits.
GNU Affero General Public License v3.0
5 stars 18 forks source link

Occasional errors #38

Closed Upperholme closed 5 years ago

Upperholme commented 6 years ago

We're getting reports from a few users saying that they are seeing an error - we think this must be after they've completed the GoCardless form and are being redirected back to our site. This is leading to them repeating the process, which in turn is leading to the creation of multiple mandates, which an admin is then having to clean up.

An initial response from GC support states:

"I've taken a look into your account and I can see that you're using your own website integration to create and manage your payments.

We haven't seen any timeout responses with the requests that have been sent through over the past few days, which suggests that there may be an issue when your customers are being redirected back to your website when they complete their details (but the mandate and payments are being submitted successfully in the background).

I'd suggest double checking with your developers to see whether they can look further into the redirect flow you have set up."

I'm looking in to the log files at my end to see what I can find, and will update accordingly.

Upperholme commented 6 years ago

After much digging about in the logs I couldn't spot anything that appeared to be linked to these intermittent problems. If anyone here has any insight into what the statement from GC support above means, and what, if anything, I might be able to do about it, I'd be most grateful.

artfulrobot commented 6 years ago

Hi Graham,

It would be helpful to know what the error was that people were seeing - white screen of death? Civi-style exception? Drupal style exception error? etc.

This combined with the logging in ConfigAndLog/* and Apache/nginx's logs and Drupal's watchdog (if you're using Drupal) around that time might be help. Sounds like you've looked at those.

If the mandates are getting setup what happens after that, at Civi's end that could be failing? Do you have CiviRules set up to take some action that could be timing out etc.

Rich

artfulrobot commented 5 years ago

closing as not heard back.

Upperholme commented 5 years ago

In the end this looks to have been caused by the GDPR extension messing up the thank-you page and causing a fatal error.

artfulrobot commented 5 years ago

Thanks for the info