Retreive Orders

[mllco]

Hi,

I have upgraded today our website http://shop.belgianshop.com from V 853 to V1002.

But, when I tried to download the orders, I have received error messages, and it's imossible to download 3 orders ( the 3 orders received during the upgrade).

The error messages received are:
1) "An attempt was made to access an order past its end."

I then click ok and the next message comes up:

"Unexpected EOF found when reading an order".

I clicked ok again and the following message comes up:

Press Retry to reattempt the download of that order.

Press Skip to ignore that order and continue with the download of other orders from your web site.

Press Remove to remove that order from the set awaiting download.
It will remain on your web site renamed as PE040120101487.ordx, in case you need to undertake further investigation.

Press Abort to cancel the download operation and leave all unprocessed orders on the web site.

Possible Causes:
- Network error at the time the order was created
- Low web space (if happening for all orders) – contact your host to check this.


Have you an idea?

Thank you very much,

Bruno

[Buzby]

See if you can download in v8 and then manually add the order in v10.

[mllco]

It's impossible.

With version V8, when I try to download the orders, I receive the following massage: the server scripts are incompatible with this version of Actinic.....

[Duncan Rounding]

Perhaps you can upload v8 into test mode whilst v10 is live.
Never tried it mind, so no gurantees.

[malbro]

Have you an idea?

Thank you very much,

Bruno

As the order files are binary encoded I would suggest you try Actinic support, they could possible decode the files for you.

[Mike Hughes]

I'd probably do a variation on what Duncan suggests:

- Install V8 into a temporary test or sub domain.
- Copy the relevant order files (.ord) and payment files (.occ) across to the temporary /acatalog/ folder.
- Download them into V8.
- Manually re-create the orders in V10.

Mike

PS1 Copy the relevant orders files to your PC as a backup. (you'll probably have to change the permissions on them to do this)

PS2 The recommended approach is to suspend ordering before upgrading.

PS3 You can also get actinic to copy you on the customer email. This would make it easier to re-create an order in this and similar circumstances.

[TraceyHand]

Perhaps you can upload v8 into test mode whilst v10 is live.
Never tried it mind, so no gurantees.

I've had to do similar in the past
Although I uploaded a live previous version, I don't see why you shouldn't be able to do it in test mode and follow Mike's approach of copying over the order files to the TEST site's folder

I doubt it'd automatically download live site orders into a test mode site (on the same webspacE) because it'd be looking in the wrong folder for the .ord files

[mllco]

Please don't tell that I'm stupid, but where can I find the .ord and .occ files?

[Mike Hughes]

I think they should be in the /acatalog/ folder of your website.

The .ord is the order file.
The .occ is the payment file.

[TraceyHand]

Don't forget, of course, if you ARE using test mode to retrieve these, you'll need to copy them INTO the acatalog/test/acatalog folder

[mllco]

I have received the reply from the support service. I have done all what they told me, and I have received well the 3 missing orders. Thanks to all.

Here the reply received:

Did you follow the procedure laid out here: -

Switching the Live Site to the New Version

in the help file under 'Help | Help Topics | Contents | Application Settings | Upgrading To New Actinic Versions' ?

If you have not followed this procedure, then it is possible that people have ordered while you have been upgrading the software and there will be orders from the previous version on the website, if this is the case you will not be able to download the orders into the new version.

It may be possible to recover these orders if you have not yet uninstalled the previous version.
If the previous version is available and still configured, open it and go to 'Web | Switch to Test Mode' and run the command 'Web | Refresh Website'.

This will upload a test folder to your web site with the old version running on it.
Once you have done this, FTP to the web site and move all of the order files that end .ordx from the folder: -

acatalog

into the folder: -

acatalog/test/acatalog

Then rename these orders so that they have the extension .ord.

Then re-open your previous version software that is in test mode and click the 'retrieve orders' button, the orders should come down into your previous version and you will be able to process them.

Once this has been completed, open the previous version, and go to 'Web' and select 'Switch To Production Mode' (this will remove the test site) and close the previous version.

PLEASE NOTE: It may be that as these orders were created during the upload of the new version, in which case you may not be able to do anything with them as they may be corrupt.

[TraceyHand]

so...what everyone else said then

Once this has been completed, open the previous version, and go to 'Web' and select 'Switch To Production Mode' (this will remove the test site) and close the previous version.

I wouldn't rely on this being true.
TBH, I would ALWAYS FTP in and remove any remaining test site files manually too.