Orders won't download

[paulie555]

I recently had to switch actinic to another PC. Everything seemed to have gone well importing the snapshot, except the orders aren't downloading. I'm getting the confirmation email and the orders are showing in the banking admin, but nothing in actinic. I've done a purge and refresh, yet still nothing there.

I did a search for this but other queries seemed related to error messages. I'm not getting any error messages, it's just saying "no orders to retrieve".

[Mike Hughes]

Have a look in the acatalog folder on the server. Are there any *.ord files there? (where * will be the order number).

Mike

[pinbrook]

are they in the pending tab?

[paulie555]

Hi Mike, no I don't see any .ord files in there.

[paulie555]

Hi Jo, no they're not in pending.

[Mike Hughes]

That doesn't sound good. orders are stored on the server as .ord files so they should be there unless they've been downloaded and are sitting somewhere such as under the pending tab.

I would assume the purge and refresh doesn't delete the order files although the help guide does say:

Click this button to see some options which allow you to strip out all the files from your online 'acatalog' folder, and all the temporary files from your 'Site' (or equivalent) folder, and then completely refresh the store.

If I were you I would get Actinic support involved. If you have 'cover' then call them, otherwise log a support request via the actinic website.

Mike

[paulie555]

hmm, this would happen the day before I go on holiday. I've logged a support with actinic (don't have cover), but it says could take 24 hours to get a reply. I'll be leaving the site in the hands of somebody with little experience for the next few weeks. Hopefully, if I don't get this fixed, they can work off the confirmation emails and banking admin.

[Duncan Rounding]

In the interim I think you start right away and work off the confirmation emails. You may not get this resolved within 24 hours.