CGI timeout

[sarahwilkins]

We use V.8 and at checkout when you automatically re-route to the bank for the card processing, after customer inputting all their personal information, and pressing to continue for payment the site bring up an error message -

CGI Timeout
The specified CGI application exceeded the allowed time for processing. The server has deleted the process

The contents of the basket are still there but obviously payment cannot be taken and completed, and you need to re-enter the site, it is not possible to just press the back button.

Please help - is this a problem that Fasthosts (my web supplier) need to rectify or is it something I can resolve?

thanks

[TraceyG]

Hi Sarah,

How do you take payment? Can you supply a URL please.

[sarahwilkins]

Hi Tracey
We use HSBC to process our payments online.
Our website is www.wheelsonheels.co.uk if you try to purchase any item and then contintue through checkout by putting your details in (any details will suffice) and follow the usual actinic prompts .
It will then try to forward you to the HSBC for card details to be inserted and it takes about 10 seconds to timeout.
Thanks
Sarah

[RuralWeb]

it takes about 10 seconds to timeout.

It certainly does - Ive not used fasthosts with HSBC but it certainly looks like a host issue. Have you contacted them about it.

[TraceyG]

Hi Sarah,

Has this started happening recently? Have you made any changes to the scripts? I think I would try a purge and refresh first (Help | Troubleshooting - tick all the boxes), just to rule out problems with the scripts. If that doesn't work and your host can't shed any light on the matter, post back so I can try and look into it further for you.

[guccij]

Are you sure this isn't related to HSBC's current problems? E-Payments has been down since yesterday afternoon, about 4pm BST.

[los_design]

You had this problem before or is it a first time caller

My instant reactio would be to wait until HSBC settles down again and IF the error remains then spend more time investigating.

Regards

[sarahwilkins]

Thanks again for the advice.
The problem started about 12 march . I have contacted hsbc on 2 occassions and they performed trials and advised that the transactions didn't go far enough and that the problem wasn't anything to do with them.
I have done a purge and refresh previously and a purge and refresh today (ticked all the boxes in the troubleshooting help section) and tried a transaction again, but the same error is still coming up. I have also completely un-installed actinic from my computer and the re-installed and imported the site also to no avail.
I have been in touch with fasthosts today, and the initial engineer couldn't resolve the problem - he needed my ftp password to try something which didn't resolve it or bring up any error logs. He was to pass on the problem to another engineer for someone with a little more knowledge to look at it. They are coming back to me.
Any more suggestions would be appreciated but perhaps I should give fasthosts 24 - 48 hours to try to resolve it.

Thanks Sarah
www.WheelsonHeels.co.uk

[RuralWeb]

Buy a package from webfusion and try your site on that. I am sure it will work ok if not then they will give you your money back.

If you set it up on another of then you can continue to try and resolve the problem with fasthosts at the same time

[TraceyG]

Hi Sarah,

I've asked our development team for any ideas. I'll post back as soon as I hear from them.

[TraceyG]

Hi,

Our development team think that this is definitely a server issue. You would need to have them increase the cgi timeout to something like 60 seconds. We have had issues like this from FastHost in the past and I'm afraid to say that they are usually reluctant to increase the limit they have set.

[sarahwilkins]

Thanks again for the advice Tracey. I have sent a copy of your message to fasthosts, who are presently dismissing the problem as part of the present HSBC problems, but we know this is not the case.
Fingers crossed they will act upon your message.

[leehack]

Sarah, stop wasting your time on fasthosts and move your hosting over to a company that successfully works with actinic all of the time. Try one and one, webfusion or pinbrook for starters. You are flogging a dead horse that 100 people before you have tried to flog also. A quick search of the forum for 2 minutes will illustrate how many people before you have failed. Their cgi timeout is simply not good enough - move on.

[sarahwilkins]

Hi
Thanks for everyones advice. I transfered to 1and1.co.uk last week and my website is back up and accepting payments. Fasthosts wouldn't change the timeout period - but thankfully the engineer from 1and1 was brilliant and helped me to set up the relevant info.
Sarah

www.wheelsonheels.co.uk