XOA-2000 [system error] : User is not authorised to retrieve information

Why do requests to JobDeliveryStatus sometimes receive a RecStatus with code 1 and message:

"XOA-2000 [system error] : User is not authorised to retrieve information"

When I try again a few seconds later I get the correct response including JobData. This seems like quite a serious bug, and happens relatively often - I have recorded over 8,000 in the last 30 days, and nearly 60,000 in the last 100 days.

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Comments

thuneke

How soon after you do the JobSubmit are you doing the JobDeliveryStatusRequest? How often after that are you repeating the Request? What are your parameters for ending the Request?

Please provide a job number (MRN) for a very recent job this took place in.

nickspoon

The JobDeliveryStatusRequest is made somewhere from a few seconds to 5 minutes after the JobSubmit. In our production environment we don't repeat the request after an error has occurred, that's just something I've been trying recently while testing the problem.

The most recent MRN where this occurred is from ~6 hours ago, 75398739

thuneke

The error is being caused because you are try the JDSR too soon. When you get the Job Number/MRN back that just means that we have received it and verified the contents are valid to create a job. At that point the job begins to be Setup and it wil take a bit for all of the pieces of the job to be put togetther to do the actual send. I recommend waiting five minutes at least if you are doing email. Longer for fax, voice and SMS. If your job is very complex even longer. If you get a 2000 error other than the above you should retry. If you get it again please contact Customer Care.

If you get the JDSR result and it does not show Delivered or Posted you should wait and retry again. The retries should be based on the Retry the job is using. If it is not going to attempt the send again for 15 minutes there is no point in doing another JDSR until five minutes after that 15 minutes. That will free up your system and ours.

nickspoon

Thanks for that information.

The expected behaviour is to receive a response with Status Pending, in which case we wait and try the JDSR after 15 minutes. In my opinion an error message saying that the user is unauthorised is bizarre behaviour in this situation.

skamens

We've done a little more digging, and we've found that this does not actually seem to be an issue with the query happening too quickly for the information to be available. Instead, we are actually seeing JobDeliveryStatus requests being made by user ID (UK/MREXPRESS3) for jobs that were actually submitted under a different user ID (UK/MREXPRESS4).

As such, the response message you are receiving is accurate - one user is not allowed to query for jobs associated with a different user.

It appears that there may be an issue with your application such that it is associating jobs with the wrong user ID to request status.

Can you check into this and see if this clarifies the situation?

nickspoon

OK, that gives me something to work with! Thanks very much, I'll see if we're doing something wrong.

nickspoon

It turned out the error was a combination of the 2 issues. We were attempting to check the status of jobs submitted with user ID UK/MREXPRESS4, but when they were checked too quickly a RecStatus with code 1 and message "No information available" was returned. In this case we checked to see if the jobs had been submitted from the other account, UK/MREXPRESS3, and received, correctly, the "unauthorised" error.

So it was a bug at our end, caused by us not realising that jobs could be checked too quickly - we assumed that by the time we had an MRN, the job would be in the system and if it had not yet been processed, would have a status of Pending or Delivering. The "No information available" status is very hard to reach while debugging/testing.

Thanks for your help, I've tidied our end up so we handle "No information available" correctly (retry after 15 minutes, for jobs created within the last hour), and we will only check for jobs submitted from a different account after receiving an "unauthorised" error message.