Currently UPS XML Real Time quotes shipping module during checkout is
returning the following error message to customers:
"This module supports only xpci version 1.0001 of the UPS Rates
Interface. Please contact the webmaster for additional assistance."
This is a generic message which displays on your site if UPS servers are non
responsive. When viewing the UPS logs on sites using this shipping module, it is
showing the following:
"Service Unavailable - DNS failure
The server is temporarily
unable to service your request. Please try again
Which confirms that current attempts to connect to UPS server for shipping
rates is unsuccessful at this time.
WHAT ISSUES DOES THIS CAUSE?
If you have UPS turned on
for your e-commerce site, it is causing issues with the following pages:
Shopping cart pages with SHIPPING ESTIMATOR plugins.
2. Checkout pages.
In both cases this issue is causing slow page loads, page timeouts in some
cases, and MYSQL errors (i.e. '2006 - MYSQL WENT AWAY' due to extended time),
all of which can prevent customers from checkout on your store. This occurs
because your store is trying to communicate with UPS quote servers without
success, and depending upon your hosting setup can take anywhere from 15-60
seconds before realizing UPS server is down.
WHAT CAN I DO FOR NOW?
Until this issue is resolved we
are recommending the following IMMEDIATE actions for any oscommerce sites using
UPS XML Shipping Module.
1. Login to your admin tools.
2. Click into
MODULES > SHIPPING > then select UPS XML module and click edit.
Temporarily turn the module to FALSE, then scroll to bottom and click SUBMIT
IMPORTANT: For any customers who currently only use UPS for
shipping, it is vital that you temporarily turn on any of the other shipping
modules available within your version of oscommerce. If you do not do this, NONE
OF YOUR CUSTOMERS WILL BE ABLE TO PLACE AN ORDER! For futher instructions on
setup / registration for other available shipping modules, click [HERE] to see our FAQs for detailed instructions and testing
to ensure module you turn on is functioning properly. After changing out your
shipping modules, it is important that you test it. Again see the FAQ link above
and scroll to bottom for details on suggested testing.
HOW WILL I KNOW ONCE THIS HAS BEEN RESOLVED?
continue to monitor this situation and notify all customers once UPS servers are
back online, which is assumed to be within 24 hours due to current holiday. If
you wish to do testing yourself to determine if UPS is working again, simply
follow instructions above and set the module to TRUE and save, then go to your
storefront, add an item to cart, login and click CHECKOUT and see if UPS rates
are displayed or not. If you do discover that UPS servers are working again
before you receive a notification back from us, we ask that you notify us via
our CONTACT US form or via any Tsunami email address, so that we may inform our
All updates to this situation shall be posted
below as they become available.
UPS Rates server still
non-responsive. Working with one of our clients, called in and was initially
told their servers are working fine. Told them this is still an issue and
provided the response back to them which shows their server as being
non-responsive. Was told by different person at UPS that there was some type of
DNS attack or malicious redirect several days ago, which is causing this issue.
Was suggested to open a ticket with them to get further details.
11:36am: UPS responded in ticket as follows:
"Thank you for your inquiry. I apologize for the inconvenience this issue has
caused. On Sunday, September 4, some customers were not able to access UPS.com
due to a technical issue with a third-party domain registration company. A
third-party domain registration company used by UPS and other companies was
temporarily unable to provide access to UPS.com for some customers. A fix is
currently being implemented, and customer access is starting to return. This is
a process that will continue for a few hours.
Please contact us if you need any additional assistance.
UPS Technical Support"
One of our clients performed additional research and found multiple articles
pertaining to this situation. See below for one such article pertaining to this
Website Traffic Redirected by Hackers Whose Targets Included Vodafone
As such we are currently researching a solution, whether temporary for those
clients who strictly use UPS or a more permanent solution. More updates to
At this time UPS is claiming the issue is now resolved and that in
order to see the resolution, you must flush your local DNS cache on your
computer. Please be aware for anyone who receives that response from UPS that
information is inaccurate. Flushing your local DNS cache will NOT allow you to
start getting UPS rates to your website again, as it is the hosting servers
which connect to UPS to get rates, not your local computer. Even after flushing
the DNS cache on our servers, we still found the issue is present.
As such we did additional research and UPS has
indicated that by performing some updates to your UPS shipping module for all
areas which call the URL of wwwcie.ups.com to onlinetools.ups.com, that your
shipping module should begin to receive rates again.
Customers are welcome to attempt these updates themselves within the shipping
module related files, or if you wish us to perform these updates the
cost will be $40 per site. Expected completion time varies
based upon number of orders we receive. Please note: This update will not
guarantee the UPS server will not go down again in the future, but you can rest
assured should a similar issue happen again we will be on top of it and working
to determine cause and solution. If you are interested in receiving this fix,
please email us by clicking on the CONTACT US link at the top of our site.
Please indicate your domain name and that you want the "UPS Fix", and we will
send over invoice for work. Due to nature of this update, prepayment in full is