Help please

[EdHarrison]

Where do I start.
PC died with a random power cut this morning , setup new one, lots of attempts to get everything working.
Sellerdeck will not publish or retrieve orders.
Network test shows ftp error in port 21...connect rejected.
Emails fail and say contact server administrator.
I am hosted via sellerdeck.
I wish I could simply at least suspend ordering until I get support .. there must be lots of orders and emails...

[EdHarrison]

update...found it...the router IP seems to be blocked by our host (sellerdeck). Hotspot via phone everything works, going through the router and anything via our domain is rejected

[EdHarrison]

I have contacted support

[EdHarrison]

All was OK then it crashed publishing to web and now I get the attached and sellerdeck will not open, any help appreciated

[Mike Hughes]

Ed, sounds like you've had a nightmare of a weekend.

I did see the start of this over the weekend and was glad you'd got it sorted, now I see it hasn't been.

It's strange that it's been a log on problem triggered by a move to new PC. I assume you used a backup for the new install so all the accounts, passwords, security keys, etc should have been the same which is the only thing I can think might have caused a problem.

Hopefully sellerdeck will recognise the problem and be able to fix it.

Mike

[EdHarrison]

Thanks Mike - yes my fear of the PC dying came very true after a 2 min power cut, killed the SSD!

All seems well, my guess setting up everything SD saw lots of new connections such as email setup flagged it and blocked our IP - elimination eventually found this but an email notifying would have saved a lot of worry. This morning the error I believe was connected as I raised the error with support and a few mins later it let me in (again SD worked offline so I guessed their end)

Communication could have helped a lot but it was the weekend and touch wood it is working now - just an automatic email from SD when it has issues their end would be a life saver

[Mike Hughes]

It sounds very frustrating Ed. I can't think of anything specific that could do this. All I can think of are the usual things to do when Sellerdeck does something unexpected.

1. Check the configuration. Make sure 'Paypal cards' is ticked for online payments and configured correctly. I can't see that the configuration at the paypal end can have been affected so that should be OK.
2. Make sure there's nothing wrong with the database by running Compact database.
3. Run a full refresh of the website in case an error has somehow crept in there.

I'd imagine that Sellerdeck have probably run through these with you anyway so I'm probably not being any help here.

Mike

[EdHarrison]

Thanks Mike, I have done the usual but no luck. Support are now looking at this closer so hopefully it will get resolved soon. The emails are now fixed - thank you Support!

When I publish to web it crashes at checking sha package and has to be restarted, second attempt normally works.

It seems any changes made cause this on the next upload.

[EdHarrison]

Anyone else getting crashes publishing to web v18.12?

Specifically first upload of the day goes to not responding at generating marketing lists
Thereafter if I make any changes it fails to respond at checking SHA package
With each above the only option is to press a key and watch it crash - then a second attempt it publishes fine.

[Buzby]

We are on 18.05 and have crashes on upload, but more frequently when doing a snapshot. Sometimes it can take about 5 attempts to get a snapshot.

[EdHarrison]

The snapshot crash is normally due to a large amount of data (orders).
try checking the box at the bottom of the order page to only show the last 30 days orders...that should cure that. You need to do this prior to creating a snapshot each time.
I have 12 years of orders on mine so it crashes every snapshot if I don't do this.

[EdHarrison]

Disappointing - getting lots of crashes each day

[Phil H]

Is there any logging you can initiate?

[EdHarrison]

Hi Phil - I did send the the error log but the usual crash report does not happen

[EdHarrison]

Still waiting for a fix from support - has anybody else had the software not respond at checking SHA package while publishing to web? The only option is to let it crash and re-open sellerdeck.

thank you