Azure App Service
Azure App Service is a service used to create and deploy scalable, mission-critical web apps.
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Urgent: Report of Critical Issues with Azure App Services for SMART-API-PROD
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Lakshan Danapala
5
Reputation points
Hi,
We are reaching out to bring to your attention two critical issues that have significantly impacted our operations within Azure App Services, particularly on the SMART-API-PROD service.
1. SWISH Payment Gateway Certificate Issue:
Our applications rely on the SWISH payment gateway hosted on Azure App Services. TLS certificates, crucial for secure connections with SWISH, have been bound and imported into the Azure App Service under TLS/SSL certificates.
On November 22, 2023, a severe disruption occurred where all SWISH payments failed. Despite the certificates being present in the Azure App Service, our investigation revealed that they could not be located by their thumbprint. Even after attempting a simple restart of the app service, the issue persisted. It was only after scaling up and then scaling down the app service that the problem resolved. Unfortunately, during this period, over 300 orders failed, causing significant business disruption.
2. Periodic Slowness Issue:
Over the past two weeks (from November 6, 2023, to November 23, 2023), we have received numerous reports from users citing intermittent slowness in our system. Despite leveraging Azure Application Insight and other monitoring tools to assess performance, we were unable to identify any performance-related issues. This sporadic slowness has had a noticeable impact on our operations and user experience.
It's worth noting that scaling up and then scaling down the app service also resolved this slowness issue.
Details:
- App Service Name: SMART-API-PROD
- Subscription ID: [Your Subscription ID]
- Swish Payment Issue Date: November 22, 2023
- Slowness Issue Period: November 6, 2023, to November 23, 2023
These issues are proving detrimental to our business, causing operational disruptions and negatively impacting customer satisfaction. We urgently request your prompt investigation and resolution of these matters to prevent any future occurrences.
Thank you for your immediate attention to these critical issues.
Azure App Service
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VenkateshDodda-MSFT 25,111 Reputation points Microsoft Employee Moderator2023-11-24T06:16:48.7633333+00:00 @Lakshan Danapala Thanks for reaching out to Microsoft Q&A, apologize for any inconvenience caused on this.
The right help to get the issue investigated is support, requesting to file a support case.
In case if you don't have the support plan then please send an email with your Subscription Id and link to this thread to AzCommunity@microsoft.com with subject line as "ATTN: Venkatesh" so I can enable one-time free support on your subscription to assist you further.
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Oscar Andersson 1 Reputation point2024-01-09T10:56:21.92+00:00 We are currently having a similar problem. Our test Azure App Service works but our production Azure App Service does not work even though they use the same certificates. No problem at all locally either. No changes done to the App Service, no deployment or anything else - it simply stopped working overnight.
Previously been in contact with Swish support and they said this: "In our logs we can see that the certificate count is (1) instead of (3). This means that there is nothing wrong with the certificates because when they are used as intended and all are included in the call, the SSL handshake is processed correctly and a session is established.
...
However, we know from experience that using client certificates on Azure servers can be a bit unstable, as we have seen cases like this before where integrations have stopped working without any manual changes being made from either the client side or the Swish side and even where integrations just starts working again without any action taken. Some merchant set up brand new in Azure and got it working again after this."
https://stackoverflow.com/a/76716443/3850405
Azure really needs to look into this
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Oscar Andersson 1 Reputation point
2024-01-09T11:33:15.2566667+00:00 @VenkateshDodda-MSFT I tried to send an email to "AzCommunity@microsoft.com" with subject line as "ATTN: Venkatesh". I then received this error back:
Your message to mtmvp@microsoft.com couldn't be delivered. The group mtmvp only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list. -
VenkateshDodda-MSFT 25,111 Reputation points Microsoft Employee Moderator
2024-01-09T11:41:42.0733333+00:00 Oscar Andersson Thanks for reaching out and sharing this information. I have received your email and shared next course of further actions on this.
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Oscar Andersson 1 Reputation point
2024-06-10T11:57:05.7566667+00:00 @VenkateshDodda-MSFT We are experiencing the same problem once again. When it happened before it took around one month before it started working again. The ticket was then closed but even though we spent a lot of hours passing logs and code Azure support could not find an error.
Given that it has worked for three months they do not want to open up the old ticket. Is it possible to get another one-time free support ticket and then link that to the old ticket? Given that this error happens intermittently and that payment then stops working I hope it will have a higher priority to be fixed this time once and for all.
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