Post-Incident Report - Cybersource - Payer Authentication Issue - INC20102840
Post-Incident Report - Cybersource - Payer Authentication Issue - INC20102840
KA-07973
8
03/05/2025 18:13 PM
1.0
Payer Authentication Issue
Services Affected:
- Cybersource Payer Authentication
Start: 27 February 2025 14:56 GMT
End: 27 February 2025 14:57 GMT
Description of Issue
Between 14:56 and 14:57 GMT on 27 February 2025, certain clients may have experienced an increase in authentication errors during attempts to complete 3DS authentication. Payer Authentication services confirmed that this issue was due to scheduled maintenance conducted during the stated time frame.
Impact
Clients may have experienced latency and/or 'Failed to process message' and 'NETWORK: 7063: Read or Connect Timeout Encountered While Expecting A Response From MAPS Server' error during the authentication enrollment process for 3DS.
Root Cause
Payer Authentication services confirmed the issue was due to an error that occurred during the scheduled maintenance, which has since been resolved.
Mitigating and Preventative Actions
No actions were taken as the issue self-mitigated.
To help prevent future recurrence:
- Cybersource Support teams have reviewed the standard operating procedure for change management and shared it with team members. This will help keep stakeholders informed about forthcoming changes in advance and ensure that necessary precautions are taken to mitigate any potential impact on transactions.
This was tracked and investigated under incident INC20102840.
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