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WorldPay Troubleshooting

Overview

This article describes response codes, messages, and next steps that you need to know when troubleshooting issues with WorldPay High Capacity Gateway Updater.

Zuora-Defined Response Codes and Messages

The following table shows the specific response codes, descriptions, and messages for the Zuora Payment Method Updater using WorldPay High Capacity Gateway Updater. Use the table as a guide when troubleshooting issues with WorldPay updater.

Response Code Response Message Description Next Step
101 Successful Upload.  - None
103 No Record to Upload. There is no record in the batch that was ready for submission to the updater. None
301 Communication Error. WorldPay Updater URL is missing in property file. Tracking Number: woRKFq2nRU The URL is not configured for submitting the request. Fix the gateway updater setting, and the Zuora server will retry the submission later.
301 Communication Error. Session.connect: java.net.SocketException: Connection reset. Tracking Number: xB2F5RxgkQ The connection timed out while submitting the request.

None.

The Zuora server will retry the submission later.
If the issue continues to happen, contact Zuora support for help.

301 Communication Error. [detailed error message.]
Tracking Number: 1234567890
An unexpected error

Contact Zuora support with your tracking number.

Once Zuora fixes the issue, manually retry the batch, or wait for the background retry job to run the next day.

401 General System Failure. org.dom4j.DocumentException: Error on line -1 of document: Premature end of file. Nested exception: Premature end of file. Tracking Number: xB2F5RxgkQ A wrong URL when submitting the request. Fix the gateway updater setting, and Zuora server will retry the submission later.
401 General System Failure. Failed to download remote file: /AccountUpdater/200591/out/Batch_20140521_891276341.xml, Error: The requested operation failed. Tracking Number: dMVgxtf6Xm Miscellaneous operational errors when retrieving the response file. Contact Zuora support or the gateway provider for help.
401 General System Failure. Failed to download remote file: /AccountUpdater/200592/out
/Batch_20140521_891242690.xml,
Error: Auth fail. Tracking Number: 11fWraZUQy
An authentication problem when retrieving the response file. Correct the credentials in the updater setting page. Zuora server will retry the action later.
401 General System Failure. Failed to download remote file: /AccountUpdater/200591/out/Batch_20140521_891324180.xml, Error: Session.connect: java.net.SocketException: Connection reset. Tracking Number: Z4CyytdIV0 A connection error when retrieving the response file from gateway's SFTP server.

None.

Zuora server will retry later.
If the issue continues to happen, contact Zuora support for help.

401 General System Failure. WorldPaySFTPClient decryption exception. Tracking Number: 60RzhLGfll The passphrase for the response file decryption is wrong. Correct the passphrase in the updater settings page. Zuora server will retry with the corrected passphrase later. 
401

General System Failure. Mismatching batch id in retriever response: 891276341 and updater request id from the submitter response: 891289401. Tracking Number: YkDPK3SEbF

A wrong response file containing an unexpected batch id is retrieved. Contact Zuora support for help.
401 General System Failure. [detailed error message.]
Tracking Number: 1234567890
An unexpected error

Contact Zuora support with your tracking number

Once Zuora fixes the issue, manually retry the batch, or wait for the background retry job to run the next day.

501

The Request is Completed by Updater. 10 transactions returned in response.

The batch has been completed successfully. The response code and message returned by the gateway indicates that the updater service on the batch is done. None
 502 Updater Declined the Request. not able to retrieve response file from server. The response file is not available for download. Zuora will automatically retry the batch. The most likely cause is that the response file has not been generated by the gateway yet. This happens when there's a delay on the gateway's side and will be corrected on a later day when the response file is generated by the gateway.
If you can fix the issue, contact Zuora support or the gateway support for further help.
Last modified
11:18, 19 Mar 2015

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