Batch Processor - FAQ

1. How do I start or stop the  Batch Processor

Click on the Merchant Facility Tab

Select "All Merchant Facilities"

Click into the Primary and Active Merchant Facility

1.2. Start/Stop the Batch Processor

The Batch Payments Processors section is about 1/4 of the way down the screen.

  • Press the Button "START" to Start.  Note, after starting, the label changes to STOP.
  • If already started, press the "STOP" button to stop.  Note, after stopping, the label changes to START.
2. How do I check for and cancel duplicate Batch Processors running?
  • Click on the setup cog (top right)
  • Search "Scheduled Jobs" and click into Scheduled Jobs
How to setup Sites Sharing Settings | Payments2Us Installation Manual | Manuals - Mozilla Firefox

2.2. Look for duplicate job names beginning with "batchPaymentsProcessor" and delete

  1. Sort current jobs by Job Name
  2. Check to see if there are multiple scheduled jobs with the name starting with "batchPaymentsProcessor".
  3. ONLY IF THERE IS MULTIPLE. Press Del for each processor.  Make sure you do the next step of restarting the batch processor.

2.3. Restart Batch Processors

See procedure: How do I start or stop the Batch Processor and START the Batch Payments Processor.

3. How to I remove Phantom Batch Processors?

3.1. Phantom Batch Processor Introduction

On rare occasions, a Batch Processor may get stuck in a processing status of Queued.  This seems to occur when Salesforce has done upgrades.  

Symptoms of this happening are when Payment Txn Status's get stuck in Receipting Complete Status and the Batch Processor status on the Merchant Facility is showing as running.

From version 7.7 onwards, an Error Log is created indicating this condition exists.

Apart from Payment Txn's staying at a status of "Receipting Complete", another indication of Phantom or Duplicate Batch Processors can be seen up setup > Search "Apex Jobs".  In this screen, if you observe the "batchProcessor" job NOT showing "Completed" status and ONLY Aborted Status, then that is sign that phantom or duplicate Batch Processor jobs issue exists. NOTE: Aborted Status and "Completed" status showing is NORMAL and all is ok.

The below screenshot shows the issue.

3.2. Check for duplicates

Before continuing with this procedure, first check to see if multiple processors are currently scheduled.  If they are, you can simply stop those and all should be ok.  If you are still observing issues or getting error reports after that, then continue with this procedure.

See procedure: How do I check for an cancel duplicate Batch Processors running.

3.3. Stop the Batch Processors

See procedure How do I start or stop the Batch Processor on how to STOP the Processors

3.4. Query Phantom Batch Processor Jobs from Developer Console

3.4.1. Open the Developer Console

  • Top right click on the settings cog
  • Followed by Developer Console
Phantom Batch Processors.docx - Word

3.4.2. Run query on Batch Processors

  1. Click on the query tab.
  2. Paste “SELECT Id,Status,JobType,ApexClass.Name,CreatedDate,LastProcessed,JobItemsProcessed,NumberOfErrors FROM AsyncApexJob WHERE (JobType IN ('BatchApex','ScheduledApex') AND status IN ('Holding', 'Queued', 'Processing', 'Preparing') AND ApexClass.Name IN ('batchProcessor') AND ApexClass.NameSpacePrefix = 'AAkPay')”  into the query
  3. Then press Execute
  4. Double click into the Id Cell.  Copy the ID.
  5. NOTE, you will need to repeat Step Execute code to Abort Phantom Job for each row.  NOTE Press the Execute (step 3) button each time Batch Processor Id's might change in the time it takes you to do the other steps.
SELECT Id,Status,JobType,ApexClass.Name,CreatedDate,LastProcessed,JobItemsProcessed,NumberOfErrors FROM AsyncApexJob WHERE (JobType IN ('BatchApex','ScheduledApex') AND status IN ('Holding', 'Queued', 'Processing', 'Preparing') AND ApexClass.Name IN ('batchProcessor') AND ApexClass.NameSpacePrefix = 'AAkPay')
Phantom Batch Processors.docx - Word

3.5. Developer Workbench

3.5.1. Login to Developer Workbench

3.5.2. Select API Version 31

Click on the top link with the user + company + version No.

Phantom Batch Processors.docx - Word

Select Version 31

Phantom Batch Processors.docx - Word

3.5.3. Run Apex Code to Abort Phantom Jobs

  • Select "Apex Execute" from the Utilities Menu
  • Press Next button
Phantom Batch Processors.docx - Word
3.5.3.1. Execute code to Abort Phantom Job
  1. Copy “system.abortjob('7074Q00007LyJwe'); “
  2. Change “7074Q00007LyJwe” to the id that was copied from Step 3 above.
  3. Press Execute
  4. Repeat for each Id in Step Run query on Batch Processors.  
    NOTE, you should press the EXECUTE button (as in the Run query on Batch Processors step) again as the Id's might have changed in the time you've taken to do these updates.  
    Continue to repeat until there are no Id's left from the query.
system.abortjob('7074Q00007LyJwe');
Phantom Batch Processors.docx - Word

3.6. Restart Batch Processors

See procedure How do I start or stop the Batch Processor on how to START the Processors

3.7. I keep getting the following error: Please investigate this error.Program/Area: batchProcessor.statusUpdateSubject: Database.update(paymentTxnList)Description: The new owner must have read permission. The owner on the Payment Txn has the correct access, what is causing this?

1. Check the Payment Form used by the Payment Txn. see which user is in the Donor Care field

2. On the user, give them the Payments2Us Admin permission set. See Step No. 5 here on how to assign permission sets.

4. We've tried the above, but are still getting and error "Error Log Report - submit batch failed (nn) times."

4.1. Check for ApexToken Batch Jobs

ApexToken jobs are internal jobs used by the Salesforce Platform to manage flex queues.  See: https://help.salesforce.com/articleView?id=000338931&type=1&mode=1 for more information.

On occasions, these can become stuck and cause other jobs (including Payments2Us ones) to also remain on hold.

The below sections provide you with all the information you need.  Should Salesforce support come back with further questions, or if you need more information, then you will also need to have Payments2Us Premium support.  

This issue is a Salesforce platform one and should NOT require you to have Salesforce developer support.  If Salesforce support insists on this, we suggest you contact your Account Manager to escalate, or point support to the following bulletin board articles where this was previously resolved.  

Read through the information below in this article before contacting Salesforce support as it with locate the information you need and if this is actually the issue that is causing your problems.

4.2. Open the Developer Console and check for stuck ApexToken Jobs

4.2.1. Open the Developer Console

  • Top right click on the settings cog
  • Followed by Developer Console

4.2.2. Run query on ApexToken Jobs

  1. Click on the query tab.
  2. Paste “SELECT Id, JobType, ApexClass.Name,CreatedDate, Status FROM AsyncApexJob WHERE JobType = 'ApexToken'”  into the query
  3. Then press Execute

You'll need a screenshot similar to the below when logging a Salesforce support request.

SELECT Id, JobType, ApexClass.Name,CreatedDate, Status FROM AsyncApexJob WHERE JobType = 'ApexToken'

4.2.3. Determine if you have an ApexToken issue

In the screenshot in step "Run query on ApexToken Jobs" above, for item (4), you can see that there are two jobs that are at a "Queued" status since 2016.  If there is ONE or more jobs that have a queued date this is old (more than a day or so), then this indicates you have this particular issue.  If that is the case, then continue with the next steps

4.3. Locate jobs being held up

This step will be required when submitting the case to Salesforce support.  They are likely to asked you for an example of a job being held up.

From setup (Cog - top right hand corner).  Search for "Apex Job" and click into the menu option.

4.3.2. Add a filter to show queued or running jobs

Click the Create New View link that is next to the View picklist filter options

  • Give the filter a name, e.g. "All Running Jobs"
  • Add a filter based on the Status equals Queued,Processing,Preparing,Holding
  • Press the SAVE As button

4.3.3. Locate Jobs that are held

If you see jobs that have a "Submitted Date/Time" that was quite a while ago.  In particular if you see "batchProcessor" (Apex Class) and the Submitted Date/time was more than an hour ago, then that is an example of a job affected by the ApexToken held job issue.  You will need info when contacting Salesforce support.

You'll need a screenshot similar to the below when logging a Salesforce support request.

4.4. Logging a support case with Salesforce

The ONLY way this issue can be fixed is through Salesforce support/developer support.

Log a case along the following lines.

Subject:  "Apex Batch Jobs hanging caused by ApexToken jobs stuck in Hold status"

Description:

Dear support,

We have a platform issue whereby ApexJobs are being held up by stuck/held ApexToken Jobs.

We understand from bulletin boards that this is going to require this case to be escalated.  This is as noted at:

https://developer.salesforce.com/forums/ForumsMain?id=9060G000000I4EzQAK

https://salesforce.stackexchange.com/questions/207445/new-apex-batch-jobs-always-end-up-in-the-flex-queue-in-holding

We have observed the stuck Apex Jobs (Copy/attached screenshots from step "Run query on ApexToken Jobs")

This is causing our Apex Jobs to become stuck (copy/attach screenshots from step "Locate Jobs that are held")

The above is a known Apex Flex Queue issue and is NOT A DEVELOPER SUPPORT ISSUE. We understand the Developer Support Team from Salesforce may need to get involved in fixing the Salesforce platform issue though.