The domains engineering team deduced an issue with non-ASCII characters in the code that caused intermittent failures while processing orders. Subsequently, the bug was fixed and all orders are processing successfully now.
Incident Start Time: 11-14-2023 15:20:00 UTC Incident End Time: 11-21-2023 16:40:00 UTC Total Duration: 6 days 1 hour and 20 minutes
Posted Nov 21, 2023 - 16:49 UTC
Update
After further investigation, our engineers believe orders failing are due to the use of specific characters. Engineers are verifying and investigating a solution.
For the time being, customers may review their CSR and contact information and try resubmitting without the use of any special characters, please keep in mind while this will fix most issues there are some cases where the permanent fix we are investigating will be necessary.
Posted Nov 14, 2023 - 20:54 UTC
Investigating
We are currently experiencing an issue with placing orders for our SSL products, Customers may receive intermittent errors with the error: Internal Server Error. (Trust Service Request Timeout).
You may try your orders again as this issue is intermittent and orders may be successful at a later time.
We have engaged our operations team to investigate.