what to do with the error " we didn't get a response from the server "

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asked May 26, 2015 in Support Questions by leah
when this problem occurs, all users can't work in processing. . how can we eliminate this from occurring? TX
commented May 26, 2015 by Pupa Camp
You are talking from charging a cc? if yes its good to know it takes a few minutes and its charging the card remember not to press charge again
commented May 26, 2015 by Pinkus
this happens sometimes when your server and computer don't have the same time settings

call in support they will fix it for you.
commented May 26, 2015 by leah
yes when we charge a credit card. when this happens, all users cant do credit cards.
commented May 26, 2015 by satmar-montreal
usually they restart their service in services
commented May 26, 2015 by leah
yes exactly and i need to eliminate the need for that or to be told which service that is so can fix
commented May 26, 2015 by Pinkus
just call JL Support they fix it on the spot and everyone will be able to work .

it happens usually when there is work done on your server or after your server went down unsuspected.
commented May 26, 2015 by leah
ye but id like to get to the root of the issue to prevent it from happening.

1 Answer

answered May 26, 2015 by Admin
Let me explain a little. When we need to process a credit card we start by connecting with the gateway and asking the gateway if we can send a request. That's called a handshake. When the gateway respond all is ok we continue to sent them the request to charge a credit card and the gateway needs to respond if it's approved. In the rare case that the handshake went thru correctly but we never received a response from the gateway if the card is approved we stop the credit card service from continuing until we manually check if the card went thru or not. Further attempts can just aggravate the situation as it might lead to multiple transactions charged on the user credit card.
commented May 26, 2015 by leah
thanks for the explanation. but is there anything that we can do to prevent this?
commented May 26, 2015 by Admin
Getting a good Internet connection and disabling filtering to usaepay.com
commented May 26, 2015 by leah
i believe we have that filtering done. and internet connection, what speed is good?
commented May 26, 2015 by Admin
It has nothing with speed. Its how solid the connection is.

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