Orders randomly truncating on download

[Donna Kempster]

Hi all

Getting majorly frustrated now. Development have been looking at it but are flumoxed. We are on Actinic v10 10.0.3 LAFA multi user but it only happens on one site. Randomly the order will drop product lines, it puts a dotted line across the invoice and the lines disappear. It seems to be on a product that is using choices and hidden products so it keeps the main product drops the hidden element and then anything else that was ordered after this. If we spot it we hopefully have the copy email to help work out what is missing but sometimes the order gets sent inadvertantly without being corrected.

Just wondered if anyone else has experienced it or may have a reason why??

TIA

Donna x

[leehack]

Random Attempt 1: Something to do with 'separate order line' option you get on choices/components etc.

[leehack]

Random Attempt 2: Problematic products have unusual characters or quotes etc. in the name.

[Donna Kempster]

Random attempt two - i will check as I know that we had a major problem when we first moved to V10 as ' is not allowed and all out products had ' in the title - that was a mammoth task!! I may have missed some.

Random attempt one:all our hidden products have the separate order line box ticked so they look clean in the checkout and on the invoice, so should therefore impact all?

Will look into two and revert though.

Thanks and hope all's well with you Dx

[leehack]

Worth checking the errant characters first for sure then, the other sounds like a cul-de-sac. I'm good thanks, hope you are too. If you do an export and open in excel and do a CTRL-F, it will find them for you easier.

[Donna Kempster]

Hiya

Unfortunately the products are clean no errant characters.

Actinic are still looking into it but its still happening and only on the one site which makes it even more confusing.

Will let you know if I hear anything - interesting noone else seems to have the same issue?

Donna

[Jan]

You might have a corrupt database or missing indexes. Do the orders arrive intact and the lines disappear after a while or do they arrive without their lines?

Regards,

[Donna Kempster]

Hi Jan

they arrive intact, the order confirmation email is complete. It seems to be at the point of processing them it happens. It seems to be completely random.

Donna