Error.err File

[cdicken]

Hi Darren

I've given the prod as requested. You should hear something today.

[Darren B]

Hi Chris

Is your support for real??????

They email at 17:13 telling me i have to send my snapshot from the email account the original request was made from.

I sent the snapshot from the pc that has the site on and made sure i put the support number in the subject.

Now tell me this i get the following email

To aid our efficiency and speed of response, please only use this email
address with an existing ticket reference number. A new ticket can be opened
by telephoning support on 0845 129 4848, if you have Actinic Cover, or by
registering a query at http://www.actinic.co.uk/support/register.html for UK
users and http://productsupport.actinic.com/support_request.html for US
users. Further help can also be found at http://knowledge.actinic.com/ and
http://community.actinic.com/

So i presume that they got my email, or how would they have known it came from another email address?

I am sorry Chris this is taking the piss. I shall take a snapshot, email to my other pc then send it on.

What i do not understand is if a developer has a problem at a client and sends the snapshot straight away will support say sorry you have got to send from the right email address, so the developers buggers off to his office copies the snapshot to his pc so he can send it, that could be 1/2 a day wasted.

Your comments appreciated as i have waited a week and nothing has been done.

[Darren B]

Ben Kindly gave me a call today and it would appear that the text in the email is a signature.

Anyway we have covered a couple of things and shall be sending another snapshot as the other has gone missing. I did also raise with Ben that perhaps and email back if the it is not recieved after a few days.

I do understand the support guys are busy and have expressed my thanks and also explained my issue is not urgent as the functionality of the site is not really effected, But was concerned that i had had no response in a week

Cheers
Darren

[Davido]

Darren,

Once you receive a response would you update this thread? I'm suffering the same.

Many thanks

[MeFromLondon]

I'm getting exactly the same thing in my log.

By checking the log file while putting a couple of test orders through, I've found that it appears to occur when the receipt page is generated.

Anybody got any sort of answer?

[Darren B]

Sorry still waiting for a response

[Bodykits]

I'm getting the same, only seems to have happened since I changed the best sellers layouts and new products to home page only. When they were in the sidebar it was working fine. I've tried reverting layouts to factory settings but it hasn't helped
Cheers,
Phil

[cdicken]

Sorry Phil - I don't follow. Darren's problem is to do with errors in the error.err file.

Could I ask you to create a new thread detailing your problem.

[Bodykits]

Thanks Chris,
Sorry should have been a bit clearer.
I am having the same errors in the error.err file but I don't recall them being there before I changed the best seller and new products layouts. I had best sellers and new products on every page in the sidebar, now I have them on a single page each of their own and also on the home page. I'm not sure if this is related to the errors in the error file or maybe just a coincidence. Also happened just as I moved servers.
Cheers,
Phil

[cdicken]

Phil

I don't think this will be due to the best sellers list layout changes - it's more likely to be down to the server change. The error message usually arises from a badly upgraded shopping cart grid layout in the 'Shopping Cart Table' group in the library.

Could you right-click on the group name in the libary and select 'Revert To Factory Settings' please - this should change everything back to using the standard v8 layouts.

[Darren B]

Chris

Could you go over and poke Ben or Gary, i sent them an email on monday asking for an update and still waiting.

Cheers
Darren

[Nadeem]

Hi Darren,

What is your ticket reference number please, and I can get this chased up for you?

Kind Regards

[Darren B]

Hi Nadeem

It is 90888

Cheers
Darren

[Bodykits]

Syntax error in Receipt page layout

Darren, in the design tab in Actinic if I select Receipt page it shows up "script error at line 470:syntax error"
I just wondered if yours is showing the same errors, also does anyone know which script it refers to?
I have not modified any of the cart layouts and I have also reverted all to factory settings but I am still getting the same errors as you are in the error.err file
The Also bought and related products are showing in the cart so I think it may be a problem with the receipt page.
What do you think?
Cheers,
phil

[Nadeem]

Hi Darren

Just chased this up with Support, okay they are still waiting for the snapshot. What I have done, is advised them to pass you some ftp details, so you can upload the snapshot to them.

Kind Regards