HSBC - Bug

[RuralWeb]

Ive had a strange thing happen a few times now which makes me think there may be a bug.

Several times clients have reported that thier site has gone into test mode for HSBC payments - it just happened again with a site Ive been watching. Between the last time it happened and now nothing has changed on the payments tab which would cause this.

Anyone else noticed it?

[TraceyG]

Hi,

We've had no other reports of this issue that I can find. Can you confirm if HSBC is being set to 'Test Mode' in the 'Configure Method' window or does it stay in 'Production Mode'? Does the live site go into test mode after an update/refresh? If so, what happens before the upload (ie import snapshot/external file / make changes to other business settings etc)?

[RuralWeb]

We've had no other reports of this issue that I can find.

Thats good news

Can you confirm if HSBC is being set to 'Test Mode' in the 'Configure Method' window or does it stay in 'Production Mode'?

It switches to Test Mode

Does the live site go into test mode after an update/refresh? If so, what happens before the upload (ie import snapshot/external file / make changes to other business settings etc)?

I dont know what causes it - it apears to be totally random. Its usually detected by tracking software that shows customers are having problems at checkout.

[TraceyG]

Hi,

I dont know what causes it - it apears to be totally random

It's going to be difficult to track down if we can't recreate the problem. I wonder if you could try and get the following information for me:

- what's the exact version of the software (Help | About...)
- how often does it happen?
- how many people upload the site (ie do you deal with the uploading or is it just your client)?
- the only thing I can think of that will affect anything in the business settings is importing a snapshot, so do you send snapshots to your client to import? If so, could they import one and check in the business settings if HSBC has been set to Test Mode?

[RuralWeb]

- what's the exact version of the software (Help | About...)

- 8.0.4.0.0.0 GMVA

how often does it happen?

- 3 times I have noticed

how many people upload the site (ie do you deal with the uploading or is it just your client)?

One

- the only thing I can think of that will affect anything in the business settings is importing a snapshot, so do you send snapshots to your client to import? If so, could they import one and check in the business settings if HSBC has been set to Test Mode?

Tested snapshot and no change in settings - occured.

As you say this is going to be difficult to track down so I think the best thing to do is for me to keep an eye on it and come back to you if I can track a possible cause.

[TraceyG]

Hi,

so I think the best thing to do is for me to keep an eye on it and come back to you if I can track a possible cause

Yes please. In the meantime, I'll ask our development team if there is anything else specific that we could look into.

[RuralWeb]

Hi Tracy, Its done it again - discovered it when a customer called to ask if we were working on the website. All that has happened since the last time is the usual updates and snapshots so Ive no idea what is causing it. I will keep looking.

[RuralWeb]

Just noticed that this time it had changed to pre-authorise as well as switching to test mode!

[TraceyG]

Hi Malcolm,

Sorry, a post that I made seems to have gone missing (I probably forgot to press submit after typing it ). Can you upload the 'c:\program files\actinic v8\OCCUpgrade\OCCUpgrade.ini' file from the uploading pc so I can check it against mine please.

[RuralWeb]

Hi tracy,
The forum is not letting me upload it - do you have an email I can send it to.

[wjcampbe]

Malcom - as always, use a txt extension instead of the ini and it should upload fine.

[RuralWeb]

use a txt extension instead

Thanks bill - my brain is not working today

[RuralWeb]

This should be it ruralwebocc.txt

[TraceyG]

Hi Malcolm,

I see that the file has been changed but not for HSBC. There is a change to the Nochex details and the version number has been incremented. I have put this back to the development team for further ideas.

[RuralWeb]

Thanks Tracy