eSignLive Callback failed. (Failed to communicate with the callback server)

Posts: 9

eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 05:38am

Hi, please assist with the following issue: I was able to successfully receive a transaction callbacks and download multiple packages. However, each morning, upon initiating very first transaction I receive "eSignLive Callback failed." email from the server with the following contents (excerpt). Failed to communicate with the callback server. URL: http://stvnetw03.myFirmDomainHere.net/eSignListenerTest/api/Callback Payload: {"@class":"com.silanis.esl.packages.event.ESLProcessEvent","name":"PACKAGE_CREATE","sessionUser":"FEcgqb15yCME","packageId":"uu3vtNV_a0e2I89Ip-C3p_hGlIw=","message":null,"documentId":null,"createdDate":"2019-07-11T13:49:36.313Z"} Mind that package is still successfully downloaded afterwards. Regards, Alexander

July 11 Created

January 21 Last Updated

4 years ago Last Reply

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Posts: 3775

Duo_Liang

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 06:05am

Hi Alexander, Failed to communicate with the callback server is a general failure reason so it didn't provide with extra information. From your description, what comes on top of my head is, probably your listener didn't return 200 within timeout which is 10 or 20 seconds depending on instance configuration. (probably because of initiating database search or something) To quick test, you can count the running time from receiving request to returning response and see whether it exceeds the timeout. In future, from SaaS version 11.21, when a callback fails, an email is sent out which has been improved to include the reason for the failure. So when your on-prem environment updated in future, this might help you to troubleshooting. Hope this could help! Duo

Duo Liang OneSpan Evangelism and Partner Integrations Developer

Posts: 3775

Duo_Liang

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 06:07am

A screenshot of the callback failure email with reason after 11.21 version.

Duo Liang OneSpan Evangelism and Partner Integrations Developer

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7-11-2.png17.07 KB

Posts: 9

avassilev

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 08:08am

I think it takes a while for virtual server to wake-up, which might be a reason of timeout. Is there way to increase timeout?

Posts: 3775

Duo_Liang

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 08:35am

Hi Alexander, The timeout is an instance level configuration, you could talk to your on-prem admin on this first, and then raise a support ticket at [email protected] so that our enterprise specialists will help you modify on your side. Or you can make your business function asynchronized, so that it won't consume the request for too much time. Duo

Duo Liang OneSpan Evangelism and Partner Integrations Developer

Posts: 9

avassilev

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 10:03am

Please provide async call example.

Posts: 3775

Duo_Liang

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 10:07am

Hi Alexander, Of course C# has many ways to do so, in Create a Callback Event Notification Listener Guide, I includes one way using "async & await", kindly go check there. Duo

Duo Liang OneSpan Evangelism and Partner Integrations Developer

Posts: 9

avassilev

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 10:12am

Hi Duo, This is exactly what I've been using - that was the reason I created the post. Alexander

Posts: 3775

Duo_Liang

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Thursday, July 11, 2019 at 11:01am

If you were using the sample code I created in guide, there shouldn't be a timeout issue. I just did a test that if I put a 30 seconds thread sleep in service function and it won't cause communication failure with OSS system. Given the case that you already have the callback payload, you can check your on-prem backend log, find the timestamp when the failure email was sent out and then back trace to the internal error trace. Also check platform log if necessary. Duo

Duo Liang OneSpan Evangelism and Partner Integrations Developer

eSignLive Callback failed. (Failed to communicate with the callback server)

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Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

Reply to: eSignLive Callback failed. (Failed to communicate with the callback server)

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