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Troubleshooting

This page shows you how to resolve issues with the issuer switch.

The issuer switch can't connect to the bank adapter

The following issue occurs when the issuer switch is unable to connect to the bank adapter. When this happens, the issuer switch doesn't send a response callback to NPCI. In these scenarios, the status label in the issuerswitch.googleapis.com/upi/processed_count metric is BANK_ADAPTER_SERVICE_TIMEOUT.

To resolve this issue, check the following:

  • Is the bank adapter endpoint URL configured correctly?
  • If the bank adapter is accessible publicly on the internet, is it up and running and reachable from within Google Cloud?
  • If the bank adapter endpoint is a private endpoint and it is hosted in Google Cloud, is the Private Service Connect from the tenant project to the endpoint accepted in the project where the bank adapter is running?
  • If the bank adapter endpoint is a private endpoint but it is not hosted in Google Cloud, is the endpoint accessible from within Google Cloud?

The issuer switch returns unexpected failure response in API calls

The following issue occurs when API calls from the issuer switch fail unexpectedly. In these scenarios, the status label in the issuerswitch.googleapis.com/upi/processed_count metric is SERVICE_ERROR.

To resolve this issue, check that the correct resource identifiers provisioned in the consumer project for issuer switch were shared with Google. Also check that the right permissions are set on the relevant resources.

The issuer switch has a high processing latency

If you notice that the issuer switch has a high latency in processing requests:

  • Check the values of the issuerswitch.googleapis.com/upi/bank_adapter/response_latencies metric. These values indicate if the latency is high at the bank adapter. If this metric indicates high latency at the bank adapter, reach out to your bank adapter development or support team.
  • Check the values of the issuerswitch.googleapis.com/upi/api/request_ack_latencies and the issuerswitch.googleapis.com/upi/request_processing_latencies metric. These values indicate if the latency is high at the issuer switch. If these metrics indicate high latency at the issuer switch, contact Google Support.