Error# 10001. Internal Error. Internal Error

[klock]

A customer is getting this error when trying to sign up for the membership site: Error# 10001. Internal Error. Internal Error

I'm using the Pro version. Any ideas?

Also, can I setup any sort of logging to see if this happens regularly and people just aren't telling me about it?

Thanks!

[sugeneris]

Did you ever manage to find something out about this?
A client of mine suddenly has one person reporting this(using a Visa "ATM card") despite steady transaction activity otherwise. We're also using Pro.

[klock]

No I did not...

The customer ended up using a different payment method so we worked through it (took some convincing to try a different payment method though)... It seemed like an isolated situation although I can't say for sure..

best of luck...

[amgregory]

I have a customer who just got this error, too.

While I can certainly ask her to use a different credit card, it concerns me that other customers may be receiving this error and simply leaving the site instead of reporting it.

Can someone from s2member weigh in on this?

[klock]

someone from s2member replying to a thread on this forum? a wish I've had since I've purchased the plugin

[Cristián Lávaque]

Hi guys. Thank you for reporting this! I'll try to help with it, but we need more data regarding the problem to reproduce it, which will allow us to solve it.

Could you please give as many details regarding the problem as possible? What card? The shortcode used, subscription or buy-now, gateway? Do you have error logs from your server? WP and s2Member versions, etc. Every and anything you can provide to help Jason reproduce the error so he can spot what causes it and fix it.

I look forward to your replies!

someone from s2member replying to a thread on this forum? a wish I've had since I've purchased the plugin

I'm sorry about that. Around Jan-Feb Jason wasn't able to be in the forums very much, and I started giving support around March and didn't notice your thread since then. Sorry about that.

[amgregory]

Thanks, Christian! I appreciate you looking into this. I tested the form myself, and it worked for me. But this customer has been getting the error for about a week now. We are both using a Visa, and it's for a subscription.

This is the shortcode used on the form:

Code: Select all

[s2Member-Pro-PayPal-Form level="2" ccaps="" desc="3 Months free / then $37.00 USD / Monthly ( recurring charge, for ongoing access )" ps="Bonfire" cc="USD" ns="1" custom="network.smallbusinessbonfire.com" success="/success/" ta="0" tp="3" tt="M" ra="37.00" rp="1" rt="M" rr="1" accept="paypal,visa,mastercard,amex,discover" accept_via_paypal="paypal" coupon="" accept_coupons="0" default_country_code="" captcha="0" /]

WP ver: 3.1.1
s2member: 3.5.8

[Jason Caldwell]

Thanks for reporting this important issue.
~ and thanks for bringing this to my attention Cristián.

The error code #10001 indicates an "Internal Error". That's PayPal's error code, returned from the Payment Gateway. Unfortunately, this particular error code is VERY generalized with it's description. Essentially, it's a fallback error code that is reported whenever all other error reporting fails.

• I've seen this error code on servers with slow connections, or very few resources. ( Timeouts )
• I've seen this error code popup whenever invalid currencies are used in a Shortcode.
• I've seen this error code popup whenever a Customer's card is declined too.
  ( this error should NOT popup on a card decline, but it does, in some cases, for whatever reason )

Reference article:
https://www.x.com/search.jspa?peopleEna ... 0001+error

This error is also documented in the PayPal® Pro API documentation:
https://cms.paypal.com/cms_content/US/e ... rGuide.pdf

One thing that will surely help, is to enable s2Member's logging/debugging routines on your installation. You can turn this on from your Dashboard, under: s2Member -> PayPal Options -> Account Details -> Logging/Debugging.

In your next response, please include the log entry associated with this error. Once logging is enabled, you can open this file /wp-content/plugins/s2member-logs/paypal-api.log.

Inside that file, you should find a log of the error code #10001. The log entry will also include all of the details submitted to PayPal, and might shed some light on why this error is occurring for a specific Customer. Please feel free to XXXX out of any personally identifiable information. Also, if you notice anything in the log that looks *odd*, please report that to us as well.

Thanks in advance for your patience.

[amgregory]

Thanks, Jason. Regarding the possible reasons you outlined above, it's not the first (it was tested on several different machines and connections), or the second (I successfully used the form with a different credit card). But it may be the third (card decline).

Here is the error code from the log:

Code: Select all

User-Agent: Opera/9.80 (Windows NT 5.1; U; en) Presto/2.8.131 Version/11.10
-------- Input vars: ( Sun Apr 24, 2011 6:06:09 pm UTC ) --------
array (
  'METHOD' => 'CreateRecurringPaymentsProfile',
  'EMAIL' => 'XXX',
  'FIRSTNAME' => 'XXX',
  'LASTNAME' => 'XXX',
  'SUBSCRIBERNAME' => 'XXX',
  'DESC' => '3 Months free / then $37.00 USD / Monthly ( recurring charge, for ongoing access )',
  'PROFILEREFERENCE' => '1303711569:3 M:1 M~network.smallbusinessbonfire.com~2',
  'CURRENCYCODE' => 'USD',
  'AMT' => '37.00',
  'TAXAMT' => '0.00',
  'MAXFAILEDPAYMENTS' => '2',
  'AUTOBILLOUTAMT' => 'AddToNextBilling',
  'PROFILESTARTDATE' => '2011-04-25T00:00:00Z',
  'TRIALBILLINGPERIOD' => 'Month',
  'TRIALTOTALBILLINGCYCLES' => '1',
  'TRIALBILLINGFREQUENCY' => '3',
  'TRIALAMT' => '0.00',
  'BILLINGPERIOD' => 'Month',
  'TOTALBILLINGCYCLES' => '0',
  'BILLINGFREQUENCY' => '1',
  'CREDITCARDTYPE' => 'Visa',
  'ACCT' => '************',
  'EXPDATE' => 'XXX',
  'CVV2' => 'XXX',
  'STREET' => 'XXX',
  'CITY' => 'XXX',
  'STATE' => 'XX',
  'COUNTRYCODE' => 'US',
  'ZIP' => 'XXX',
  'VERSION' => '63.0',
  'USER' => 'XXX',
  'PWD' => 'XXX',
  'SIGNATURE' => 'XXX',
)
-------- Output string/vars: ( Sun Apr 24, 2011 6:06:09 pm UTC ) --------
TIMESTAMP=2011%2d04%2d24T18%3a06%3a09Z&CORRELATIONID=17ca96b73f9cd&ACK=Failure&VERSION=63%2e0&BUILD=1824201&L_ERRORCODE0=10001&L_SHORTMESSAGE0=Internal%20Error&L_LONGMESSAGE0=Internal%20Error&L_SEVERITYCODE0=Error
array (
  'TIMESTAMP' => '2011-04-24T18:06:09Z',
  'CORRELATIONID' => '17ca96b73f9cd',
  'ACK' => 'Failure',
  'VERSION' => '63.0',
  'BUILD' => '1824201',
  'L_ERRORCODE0' => '10001',
  'L_SHORTMESSAGE0' => 'Internal Error',
  'L_LONGMESSAGE0' => 'Internal Error',
  'L_SEVERITYCODE0' => 'Error',
  '__error' => 'Error# 10001. Internal Error. Internal Error.',
)


Thanks,
Alyssa

[Jason Caldwell]

Thanks Alyssa. Unfortunately, there is nothing jumping right out at me on this. Everything in the request ( that I can see ), looks good. So the reason for the error code #10001 is still a mystery at this point. I have to assume it's a credit card decline, and that PayPal is not reporting back properly; instead they are just returning the generalized error code #10001.

Your next step, might be to contact PayPal support, or post this error log in the forum here. Perhaps PayPal support can collect the CORRELATIONID and use it to provide you with more information about why this specific transaction failed, and why they returned the #10001 error code in this particular case. https://www.x.com/message/204494#204494

[amgregory]

Thanks for looking into it, Jason. Appreciate it!