This topic contains 3 replies, has 2 voices, and was last updated by  Duo_Liang 1 week, 2 days ago.

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    Tony
    Newbie
    Member since: 13.08.2018
    Number of posts: 12

    We are having an intermittent issue with our REST API client. Normally, it posts the signing package create request in DRAFT status, posts the request to add reminders then posts a request to put the request into SENT status. On rare occasions, the add reminder request fails with 404 Not Found “Could not retrieve the transaction summary for transaction”. So, the signing package gets stuck in DRAFT status.

    Example:

    Posting package create request to https://esignlive.us.bank-dns.com/api/packages
    HTTP Status=OK, HTTP Reason=OK, Content = {“id”:”Tz2goJpAuVso4Bp8pA1pFiaaVZ4=”}

    Posting reminder configuration request to https://esignlive.us.bank-dns.com/api/packages/Tz2goJpAuVso4Bp8pA1pFiaaVZ4=/reminders
    {“startInDaysDelay”:10,”intervalInDays”:1,”repetitionsCount”:3,”packageId”:”Tz2goJpAuVso4Bp8pA1pFiaaVZ4=”}
    HTTP Status=NotFound, HTTP Reason=NotFound, Content = {“code”:404,”message”:”The specified package does not exist.”,”messageKey”:”error.validation.packageDoesNotExist”,”name”:”Resource Not Found”,”technical”:”Could not retrieve the transaction summary for transaction uid: Tz2goJpAuVso4Bp8pA1pFiaaVZ4=“}

    What could be causing this. Is there a workaround or fix?

    Thanks,
    Tony

    Keymaster
    Duo_Liang
    Guru
    Member since: 14.06.2018
    Number of posts: 691

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    0

    Hi Tony,

    Do you have error handling for reminder set up? Like retry it once more or skip the setup, still sent the package and returned an error message, or potentially sleep the thread for 300 milliseconds? From your workflow and error message, could it be an intermittent issue when stress/load of the interface was too high? To deeply investigate into the process, I can help you create a ticket and our Enterprise Support Specialist will help you check the backend log.

    Duo


    Duo Liang
    OneSpan Junior Technical Evangelist
    Participant
    Tony
    Newbie
    Member since: 13.08.2018
    Number of posts: 12

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    0

    This issue is very rare. If this is an unavoidable consequence of high server load then I will change my code to always move the package to SENT regardless of whether the reminder setup succeeded. Is it your opinion that this is load-related then?

    Keymaster
    Duo_Liang
    Guru
    Member since: 14.06.2018
    Number of posts: 691

    Score

    0

    Hi Tony,

    From my load balancer assumption, here’s a scenario where it could happen when a slave DB instance comes into play. IF they haven’t synchronized, the transaction may not exist if overloading and using a slave DB.
    But I don’t know for sure whether it’s load related, as I put a heavy load on SaaS Sandbox(in 11.23 version) the other night and still could not reproduce.

    The best solution is probably to contact sign.support@onespan.com and discuss with an on-premise support specialist to try to help you determine the cause.

    Hope this could help!
    Duo


    Duo Liang
    OneSpan Junior Technical Evangelist

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