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All updates are failing with a 500 error

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Brandon Elliott

30 Jun, 2017 07:35 AM

Are you having widespread problems or is there only a problem with my account??

We have not changed our integration with your service in many years. However, in the past couple of days, we've gotten reports of upgrades and payment method updates failing.

I tested our integration thoroughly, and it seems that we are GETting the account information from your service, but all update operations fail with errors similar to the following:

Array
(
    [success] => 
    [err_code] => 500
    [err_msg] => An unexpected error occured.  Please try again later.
    [creditOrderData] => Array
        (
            [success] => 1
            [old_plan_code] => ACC_BASIC_MO
            [new_plan_code] => ACC_PLUS_MO
            [old_plan] => Basic Account
            [old_amount] => 4.95
            [new_plan] => PLUS Account
            [new_amount] => 9.95
            [old_prorate_amount] => 0
            [new_prorate_amount] => 3.55
            [items_cart] => Array
                (
                )

            [item_upgrades] => 1
        )

)

So far, the reports have all been with Paypal on file... (coincidence or specific to Paypal?). What could be the reason?? What can we provide to get this resolved quickly?

Sincerely,

Brandon

1. 1 Posted by Vladimir Kirejk... on 30 Jun, 2017 09:18 AM

   

   I have same error when try to create new customer. Guess it`s problem with cheddar servers.

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2. Support Staff 2 Posted by Marc Guyer on 30 Jun, 2017 10:05 AM

   

   Hi guys -- We're working on it.

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3. Support Staff 3 Posted by Meghan Turner on 30 Jun, 2017 10:56 AM

   

   Hi Vladimir and Brandon,

   Quick update for you-- We've found the root cause of this issue and are working with our hosting provider to resolve it. We've put a temporary fix in place that should prevent updates from failing in the meantime, but we'll let you know when the issue has been completely fixed.

   Meghan

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4. Support Staff 4 Posted by Meghan Turner on 30 Jun, 2017 12:22 PM

   

   Hi again Brandon and Vladimir,

   This issue is now resolved. You shouldn't have any trouble updating customer records at this point, but please let us know if you experience anything out of the ordinary when interacting with Cheddar today.

   Thanks for reporting this problem. We appreciate your patience as we worked toward a resolution! Let me know if there's anything else you need.

   Meghan

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5. 5 Posted by Vladimir Kirejk... on 30 Jun, 2017 01:31 PM

   

   It seems, now everything is all right. Thank you.

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6. 6 Posted by Brandon Elliott on 30 Jun, 2017 08:22 PM

   

   Thanks! I will have the customers retry and report back.

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7. Support Staff 7 Posted by Marc Guyer on 30 Jun, 2017 08:28 PM

   

   Hi Brandon -- According to our records, it appears you only had one affected customer:

   https://cheddargetter.com/admin/customers/get/id/b090eb5b-69cd-11e4...

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8. 8 Posted by Brandon Elliott on 30 Jun, 2017 09:01 PM

   

   Hi Marc,

   There was at least one other that I know of...
   https://cheddargetter.com/admin/customers/get/id/0000f1a8-fae1-11e2...

   She reported that she was unable to complete a payment method update (changing Paypal accounts). I see that she has a pending preapproval that has expired. After you all reported this issue as fixed, I let her know to try again and will report back when I get confirmation.

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9. Support Staff 9 Posted by Marc Guyer on 30 Jun, 2017 09:16 PM

   

   We don't have any record of 500s on that account. There was, however, "normal" errors earlier in the day (and well before this episode of 500s occurred) that you can see on the first page of your error log between 2017-06-29 17:01:32 and 2017-06-29 17:05:07 (US Eastern time). Just a guess, but it looks like a multiple click issue.

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10. 10 Posted by Brandon Elliott on 30 Jun, 2017 09:29 PM

    

    Ah, ok. Thank you for the clarification. The issue is fixed for us as well, it seems. The other user reported that they are getting "Declined" errors now, which means it's working and now is a problem with the preapproval key being cancelled for some reason. Hopefully re-running the preapproval process will correct that.

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11. Brandon Elliott closed this discussion on 30 Jun, 2017 09:29 PM.