Invalid OTS Token

Help and support for HDHomeRun DVR and HDHomeRun software for Windows 10, Mac, Android, XBox, etc.
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PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Invalid OTS Token

Post by PTSD »

The DVR subscription service has been working flawlessly for me until this morning, when I got an email notice that "The automatic payment to renew your subscription with SiliconDust SHOP has failed." My CC details have not changed since the last transaction in your shop. I tried to submit a payment manually but got an error message "Oops, adding your new payment method failed: Code: E00114, Message: Invalid OTS Token."

As far as I can tell there's no way to delete a single saved payment method, so I tried adding a "new" CC with the same details but got some other error message, and at that point my original payment method had disappeared. I then added the original CC back as a "new" method with the same details and that seemed to be successful; however I don't see any pre-auth charges on my CC provider's website (I've also confirmed that there is no security hold on my card). After that I went back to try and pay my bill manually again but now I am getting "An error occurred, please try again or try an alternate form of payment." As far as I can tell your shop only allows regular CC payments (not debit or PayPal, etc.) so not other payment "method" is possible (only a different CC).

Internet search indicates the first error message is from Authorize.net. Here's a StackOverflow article that suggests a delay of some sort between token generation and submission might be needed to accommodate "overloaded production endpoints":

https://stackoverflow.com/questions/475 ... e-using-ac

The other suggested solution is to "recommend the customer call your call center or use your other support channels". Unfortunately there doesn't appear to be any way to order subscriptions from a live person?

Hope you can get this resolved before end-of-day when my subscription runs out...

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

I noticed that after creating a "new" payment method using my original CC details that the method got completely unlinked from my subscription, and at that point there was a Delete button available in the Payment Methods page. So I went ahead and cleanly deleted that method and created another "new" method using the same CC details (again). This time there were no warnings errors during that process. However when actually attempting to make a payment via that CC I am still getting "An error occurred, please try again or try an alternate form of payment."

So I tried adding a different CC, this time a "PayPal Key" number, which uses a MasterCard virtual CC to charge against PayPal. However that CC is also failing with the same message "An error occurred, please try again or try an alternate form of payment."

Using a MasterCard CC seems to take Authorize.net out of the picture and yet payments are still failing for me... Is this just me and my cards or is there a known issue with CC authentication right now?

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

I just now tried disabling ad blocking on *silicondust.com but still getting "An error occurred, please try again or try an alternate form of payment." Also tried calling HDHomeRun Sales & Support at +1 (925) 233-2240 but got a recorded message asking me to leave a message myself...

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

Ticket #150938 opened for this issue and referencing this thread.

NedS
Silicondust
Posts: 2191
Joined: Mon Dec 10, 2018 12:38 pm
x 50

Re: Invalid OTS Token

Post by NedS »

Looking into it now

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

Thanks Ned. I just tried paying for my subscription again, once with each stored CC, but still seeing the same error: "An error occurred, please try again or try an alternate form of payment."

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

I just tried setting up a new payment method, this time using an American Express CC. I was able to add the new Payment Method with no issues, but when trying to Pay for my subscription I'm still seeing the same error: "An error occurred, please try again or try an alternate form of payment." This is getting old... And recordings did stop last night as expected, due to the renewal failure.

Is anyone checking backend logs to see what's happening with my CC authorization attempts?

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

P.S. I also disabled ad blocking for authorize.net and tried again to Pay for my subscription renewal. Still not working... :(

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

For reference, all my previous payment attempts were performed via Firefox 90.0.2. And I just now tried Microsoft Edge v91.0.864.71 - same negative results. Is CloudFlare breaking something on your back end?

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

Final attempts this evening at fixing this (but apparently made it worse):
  • Cancelled my original subscription #648624 and then re-Subscribed, then tried Paying again. Also Failed.
  • Cancelled my original subscription and created a new Subscription #666367 and then tried Paying. Also Failed.
  • Cancelled my new Subscription #666367, after which I got an interesting Error message: "HDHomeRun DVR Software has been removed from your cart because it can no longer be purchased. Please contact us if you need assistance."
At this point I can't find any way to re-Subscribe. When I click "DVR ACTIVATION SOFTWARE" in the SiliconDust Shop I get a message that "You have already previously purchased this software. You can manage your subscriptions here. If you need help with activation or renewal, please contact support@silicondust.com"

I've updated my support case with a note to come back to this thread for more info. Will check back tomorrow to see if this situation gets any better...

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

At this point my SiliconDust Shop account is still stuck in limbo. I've got two Cancelled subscriptions and no ability to add another. So it seems clear that whatever problem I was having my original subscription renewal had nothing to do with CC authorization...

Maybe if you just wipe my Shop account record completely and let me sign up again (hopefully with the same email address!), then I will be able to purchase another subscription? Please let me know ASAP if/when you do this. Wife is already missing her recorded soap operas... :cry:

nickk
Silicondust
Posts: 16989
Joined: Tue Jan 13, 2004 9:39 am
x 109

Re: Invalid OTS Token

Post by nickk »

I set an override to get DVR back up and running for you while we figure it out.

Nick

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

I've confirmed "DVR Active: Yes" and successfully started a live recording. Very impressive customer service, also impressed that you can even do that. Thanks a ton Ned!

PTSD
Posts: 29
Joined: Wed Jul 22, 2020 5:24 pm

Re: Invalid OTS Token

Post by PTSD »

P.S. I still have my original CC available as a payment method in my SiliconDust Shop account. I used the same CC to make an unrelated charge on another site two days ago with no problem (and I always copy & paste the details to avoid typos). Please feel free to charge that payment method for another year's DVR subscription after you get this issue with my account sorted out.

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