We have been experiencing these issues off and on with Payflow since June 28. We have had several tickets open with Merchant Technical Support since June 28, the current main ticket has been open since July 2 (10963090). That was our first case of basically a total outage with Payflow, but we have seen several cases of that since June 28.
Here are the details we provided to Paypal merchant technical support:
We have experienced another stretch of Timeouts when our customers were making requests to http://payflowlink.paypal.com.
This first period started at 9:51 pm ET on July 21 and went until 11:22 PM ET. During that period we had 431 Timeouts (95%) and 23 Success/Decline transactions.
Then things were stable from July 21 11:22 pm ET through July 22 4:34 AM ET.
During the second period from July 22 4:40 AM ET through about July 22 8:50 AM ET we had 190 Timeouts (92%) and 16 Success/Decline transactions.
Payflow seems to have stabilized after that.
During these incidents we saw the same thing we reported yesterday which is that there is a Socket Hang Up error when attempting to send a request to http://payflowlink.paypal.com. We attached screenshots of this error from Postman when we tried to submit a request directly. We also attached a video of what a user experiences when this error occurs. The secure token associated with the case in the video is XXXXXXXXXXXXX.
Please response ASAP with an update regarding what you are doing to investigate this and specifically what you are doing to examine the TLS socket hang up errors.
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Hello - Another production incident occurred today July 21 4:29am ET - July 21 6:39am ET; 52% (25 of 48 attempted submissions) resulted in a
Timeout from http://payflowlink.paypal.com. Attached is a chart reflecting the timing of the incident we experienced. During this time no production incidents were reported on www.paypal-status.com. However, the following sandbox incident was reported with timing that coincides with the incident we experienced in production. https://www.paypal-status.com/history/eventdetails/62283.
We have logs from New Relic that indicate TLS Socket errors were occurring during this time causing requests to fail and leading to payment tokens not being processed. We just added this logging on 7/20 so this is the first time it has been present during the recent timeout issues. Attached is one such error indicating the TLS socket error. Please acknowledge this as a production incident and investigate the TLS errors.
Error logs indicating socket hang up (also see attachment):
