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  • FAAS Forms Intermittently having Errors

    River Radio Ministries: Account 20588
    Salesforce Access already granted

    I am currently running a radio station fundraiser. We have a call center using a FAAS form to enter donations. Whenever volume picks up during the event, suddenly all of our web forms will start having this error:
    https://givetotheriver.com/phonevolu...&RefID=Support

    This creates an enormous challenge for us as we lose communication with the station studio, and potentially all of the gifts that error out. It seems to only happen when we have 8-10 callers inputting gifts around the same time, and then it locks us out for a while. We can however still submit donations in the Salesforce Virtual Terminal even when the FAAS forms shut down.

    Here is the FAAS form we are using: https://givetotheriver.com/phonevolu...ledgeform.html

    We have been using this same form and Sharathon input method for 4 years and this is the first time we have had this issue.

    Please help!

  • #2
    Good day dstephens

    Do you have a time period where you have experienced this? We are trying to review the log files to see we can figure out what the issue is with your form.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Yes, approximately 7:40AM yesterday, 6:40PM yesterday, and then again around 8AM today.

      Comment


      • #4
        Just so you know, our FAAS form continues to be down since 8AM today. We're now going on 3 hours of our event without a form. Any news/updates?

        Comment


        • #5
          Good day dstephens

          The system is not down.. all is up and no issues are being reported.

          We are testing your form and we will update you shortly.
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

          Comment


          • #6
            Looking forward to it! Thanks for your work on this.

            We can't figure out why we are getting these errors. And it happens whenever we get really busy entering these gifts. This morning it worked for 2 hours, and then didn't anymore. And now we can get the occasional gift through but most of them are still coming back with errors.

            For example within the the past 5 minutes, we had a gift that errored in FAAS, but processed just fine in the Salesforce virtual terminal, so we know the data being entered is correct.

            Comment


            • #7
              Good day dstephens

              We see a lot of blocks in your account for fraud attempts. It seems like the same IP is posting back to back and is not whitelisted.

              We have removed all the blacklists from our system.

              These should be reported as decline and NOT error. Are you seeing Error?
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment


              • #8
                Yes, we are seeing Error

                This is the error link we're getting: https://givetotheriver.com/phonevolu...&RefID=Support

                And can we make sure this IP is whitelisted permanently everywhere in our system?

                Comment


                • #9
                  Good day dstephens

                  We just donated $5 to this form: https://givetotheriver.com/phonevolu...ledgeform.html

                  We are still investigating and see no issues so far. We received an error for basket empty before we figured out where the amount field is but now we can test. We have also forced a decline using a test CC number and it also worked fine.

                  I am sure you have received the $5 contribution notice.. will update you if we see any issues.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    Great! Thanks - Both your decline and your $5 donations came through.

                    Comment


                    • #11
                      Just to confirm with you, we intend to continue processing another 700-1,000 more donations in the next 3 days from that same IP address. So, is there a way for us to ensure that it is permanently whitelisted, as that IP address would be for our call center at the radio station?

                      Comment


                      • #12
                        Good day dstephens

                        This is something you have done in the past in the portal. Simply add the IP addresses in the legacy portal - https://portal.clickandpledge.com

                        If you need help let us know.
                        Regards,
                        Click & Pledge Support Department

                        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                        Join us @ the educational webinars: https://clickandpledge.com/webinars/
                        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                        Comment


                        • #13
                          Thanks! I have whitelisted our outgoing IP on the legacy portal.

                          Is there any way for you to send us the information of the gifts that hit the fraud process? A number of the times that we hit the fraud process error we lost the donor/donation as well, and we'd love to be able to run an analysis and call back donors that we lost.

                          Thanks!

                          Comment


                          • #14
                            Good day dstephens

                            All that information is available in Connect. You could also see the blocked status.

                            It is all in there and you can download it.

                            We would like to set up a screen sharing to see the error. We cannot duplicate the form error and as far as we see all is OK, except for the fraud block due to repeated fast processing from the same IP.
                            Regards,
                            Click & Pledge Support Department

                            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                            Join us @ the educational webinars: https://clickandpledge.com/webinars/
                            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                            Comment


                            • #15
                              Awesome! I was able to find all the donations that we lost today due to fraud. THANK YOU! It is possible, I guess that yesterday's issue was different than today's issue. The error message I sent you was from yesterday. I haven't reviewed today's errors. It's possible we were just declining today. Since whitelisting the IP we haven't had any more declines.

                              I'm happy to screen share, but I'm not sure I can replicate the issue at this point since it appears that we fixed the issue.

                              Thanks!

                              Comment

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