Customer Email is Blank

[GamesLore]

We are implementing a new site, www.kidult.co.uk and I have come across a problem I can't see mentioned before and I've not been able to find the solution.

On completion of an order an email is sent to the customer, the from party, to party and subject are correct but there is no content.

Anyone got any bright ideas ? I've compared our two sites but can't see a difference but that just means I haven't checked the right area yet.

Thanks in advance for your thoughts.

Rgds, Paul.
www.gameslore.com

[NormanRouxel]

A tricky one to help with as we cannot see anything without ordering. Perhaps you Customer Email layout is broken. Here's what you should have:

<actinic:block if="%3cactinic%3avariable%20name%3d%22IsEmailCustomerReceiptEnabled%22%20%2f%3e%20%3d%3d%20True" >
Dear <actinic:variable name="CustomerNameOnlineXML"/>,

Thank you for shopping at <actinic:variable name="CompanyName"/>.
We have received and are processing the following order:

******************************************************
Order Number: <actinic:variable name="OrderNumberOnlineXML"/>
Order Date:   <actinic:variable name="OrderDateOnlineXML"/>

Ship To:
<actinic:variable name="ShipSalutationOnlineXML"/><actinic:variable name="ShipNameOnlineXML"/><actinic:variable name="ShipNameSepOnlineXML"/><actinic:variable name="ShipTitleOnlineXML"/><actinic:variable name="ShipTitleSepOnlineXML"/><actinic:variable name="ShipCompanyOnlineXML"/><actinic:variable name="ShipCompanySepOnlineXML"/><actinic:variable name="ShipAddress1OnlineXML"/><actinic:variable name="ShipAddress1SepOnlineXML"/><actinic:variable name="ShipAddress2OnlineXML"/><actinic:variable name="ShipAddress2SepOnlineXML"/><actinic:variable name="ShipAddress3OnlineXML"/><actinic:variable name="ShipAddress3SepOnlineXML"/><actinic:variable name="ShipAddress4OnlineXML"/><actinic:variable name="ShipAddress4SepOnlineXML"/><actinic:variable name="ShipPostCodeOnlineXML"/><actinic:variable name="ShipPostCodeSepOnlineXML"/><actinic:variable name="ShipCountryOnlineXML"/><actinic:variable name="ShipCountrySepOnlineXML"/><actinic:variable name="ShipPhoneOnlineXML"/><actinic:variable name="ShipPhoneSepOnlineXML"/><actinic:variable name="ShipFaxOnlineXML"/><actinic:variable name="ShipFaxSepOnlineXML"/><actinic:variable name="ShipEmailOnlineXML"/><actinic:variable name="ShipEmailSepOnlineXML"/><actinic:variable name="ShipUserDefinedOnlineXML"/><actinic:variable name="ShipUserDefinedSepOnlineXML"/>
<actinic:variable name="BillLabelOnlineXML"/>
<actinic:variable name="BillSalutationOnlineXML"/><actinic:variable name="BillNameOnlineXML"/><actinic:variable name="BillNameSepOnlineXML"/><actinic:variable name="BillTitleOnlineXML"/><actinic:variable name="BillTitleSepOnlineXML"/><actinic:variable name="BillCompanyOnlineXML"/><actinic:variable name="BillCompanySepOnlineXML"/><actinic:variable name="BillAddress1OnlineXML"/><actinic:variable name="BillAddress1SepOnlineXML"/><actinic:variable name="BillAddress2OnlineXML"/><actinic:variable name="BillAddress2SepOnlineXML"/><actinic:variable name="BillAddress3OnlineXML"/><actinic:variable name="BillAddress3SepOnlineXML"/><actinic:variable name="BillAddress4OnlineXML"/><actinic:variable name="BillAddress4SepOnlineXML"/><actinic:variable name="BillPostCodeOnlineXML"/><actinic:variable name="BillPostCodeSepOnlineXML"/><actinic:variable name="BillCountryOnlineXML"/><actinic:variable name="BillCountrySepOnlineXML"/><actinic:variable name="BillPhoneOnlineXML"/><actinic:variable name="BillPhoneSepOnlineXML"/><actinic:variable name="BillFaxOnlineXML"/><actinic:variable name="BillFaxSepOnlineXML"/><actinic:variable name="BillEmailOnlineXML"/><actinic:variable name="BillEmailSepOnlineXML"/><actinic:variable name="BillUserDefinedOnlineXML"/><actinic:variable name="BillUserDefinedSepOnlineXML"/>
<actinic:variable name="CartOnlineXML"/>
******************************************************


Sincerely,
<actinic:variable name="CompanyName"/>

<actinic:block if="%3cactinic%3avariable%20name%3d%22Address1%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address1"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Address2%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address2"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Address3%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address3"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Address4%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address4"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22PostalCode%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="PostalCode"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Country%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Country"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Phone%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Phone"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Fax%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Fax"/>
</actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Email%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Email"/>
</actinic:block>
<actinic:variable name="ExtraFooterOnlineXML"/>
</actinic:block>

And the important line is

<actinic:variable name="CartOnlineXML"/>

Do you have that?

[NormanRouxel]

Ahah! It is possible to diagnose from here.

If I look at http://www.kidult.co.uk/acatalog/Act_CustomerEmail.txt I get an empty file returned. Is your Customer Email layout blank? If so, locate it in the Library, right-click and restore to factory.

If the layout looks OK, check that you don't have a spurious Act_CustomerEmail.txt file in your Site folder. Actinic may be uploading that by mistake. Delete it if found.

[GamesLore]

Hi Norman,

That's certainly the problem, uploading the file from my directory has resolved it. Off to track down the blank one now.

Many thanks for your help.

Rgds, Paul.
www.gameslore.com

[GamesLore]

As an update, there were no empty files on my machine and having copied the correct file up to the server manually and now run an Actinic update the correct file is now fine. So not sure why there was ever a blank file there but the solution has fixed it.

Thanks again Norman.