Checkout page not showing

[nikwak]

Suddenly, for some reason, when anyone uses our site and have filled their basket and ready to go to Checkout, they get a message like the following and a blank page:


https://www.skyelight.co.uk/cgi-bin/...%2fcm000001.pl

What could have happened?

Nick
www.skyelight.co.uk

[TraceyHand]

firstly, that cgi-bin link won't work from the forum so I'd remove it before you get a whole load of responses telling you so.
Post a direct link to a product page instead. It's more helpful.
Plus, we can't see the message without going through the process ourselves (which some may do) so best to actually post the message itself in your post, in case someone can spot its cause straight away.

[TraceyHand]

as far as fixing it goes (I didn't get an error message but I did get no checkout page) try a full purge and refresh

Help > Troubleshooting >Web Site Purge and Refresh, ticking all the boxes.
Note: any script mods on site will need re-doing and reuploading after the refresh

[nikwak]

Thanks for that - I have done what you say and get this message:



Actinic received a server error from the web server. The CGI scripts are not executing properly on the server. The error could be caused by several things. Check:
- the 'Path to the Perl shell'
- the 'CGI script extension'
- the 'Path to CGI-BIN'
- the 'CGI-BIN URL.
- the amount of web space left on your server
- if your server is configured to accept POSTs to CGI scripts
- the permissions on the server:

On Linux/Unix based servers the permissions should be:
cgi-bin (755) – drwxr-xr-x
Online Store Folder (777) – drwxrwxrwx
On Windows based servers (need to be checked with the hosting company):
IIS
cgi-bin = read/execute
Online Store Folder = read/write/execute
NTFS
cgi-bin = Catalog's FTP account needs 'Change' permissions on the directory
Online Store Folder = Catalog's FTP account needs 'Change' permissions on the directory AND the IUSR_<servername> account needs to have 'Change' permissions on the directory

Run Web | Configure Web Site Details... to review your web site configuration.

I have run the Configure Web Site Details and it tells me the web server is down - but I can get into the site itself!

How do I remove the cgi-bin link? I didn't meant o put the link on there I meant to put the error message

Nick

[TraceyHand]

so the site was working one minute and not the next?
and it won't upload...so, how about a Network Test?

Web > Network Setup > Test

What are the results of that? (I can hazard a guess that it isn't going to work)

FTP into your site and check the permissions on the cgi-bin (and acatalog, while you're there)
Cgi-bin needs to be 755, acatalog ought to be 777 (I'm assuming you're hosted on a Linux server. If not, you will need to contact your host)

If you haven't been messing about with the catalog/files/permissions etc, it's possibly something your host has done but hopefully you will be able to check the above as a starter.

Next step, if the permissions are correct, will be to post your network settings (without passwords)
Web > Network Setup > Export Save as a .txt file, remove sensitive information such as passwords/usernames and copy/paste into a reply.
If you do this, make sure you let us know who your host is too and I'm sure someone will take a look to see if there is anything untoward.

[nikwak]

Done all this - the CHMOD on both the cgi-bin and acatalog were 751 so I changed them to 755 and 777 respectively. Now I can't get into the order part of Actinic, although I can still get into the opening page of the catalogue but no further.

I have done a txt file and that is copied below - my host is 4surehosting Techno-Web, which I believe is now NUCO Technologies

HTTPPROXYMODE 0
HTTPPROXYADDRESS
HTTPPROXYPORT 80
HTTPPROXYUSER
HTTPPROXYPASSWORD
FTPPROXYMODE 0
FTPPROXYADDRESS
FTPPROXYPORT 21
FTPPROXYUSER
FTPPROXYPASSWORD
SCRIPTID 1
SCRIPTEXT .pl
SMTPHOST localhost
WEBSITEURL http://www.skyelight.co.uk/
IGNOREPASSIVEERRORS true
USERELATIVECGIURLS false
PATHTOPERL /usr/bin/perl
USEENHANCEFTP false
FTPCLIENTTIMEOUT 5000
FTPRETRYDELAY 3000
FTPSILENT false
FTPMAXRETRIES 3
FTPCONNECTTIMEOUT 15000
SMTPAUTHREQUIRED false
SMTPUSERNAME
SMTPPASSWORD
SSLCATALOGURL https://www.skyelight.co.uk/acatalog/
SSLCGIBINURL https://www.skyelight.co.uk/cgi-bin/
SSLPATHFROMCGITOCATALOG ../acatalog/
SSLCODEBASE ./
SSLFTPHOST ftp.skyelight.co.uk
SSLFTPUSERNAME
SSLFTPPASSWORD
SSLPATHTOCGIBIN /documents/cgi-bin/
SSLUSEPASSIVEFTP true
CATALOGURL http://www.skyelight.co.uk/acatalog/
ONLINESTOREFOLDERNAME acatalog
CGIBINURL http://www.skyelight.co.uk/cgi-bin/
PATHFROMCGITOCATALOG ../acatalog/
CODEBASE ./
FTPHOST ftp.skyelight.co.uk
FTPUSERNAME
FTPPASSWORD
PATHTOCGIBIN /documents/cgi-bin/
USEPASSIVEFTP true
FTPPATHFROMCGITOCATALOG /documents/acatalog/

[TraceyHand]

did you run a network test after changing those permissions?
what was the result?
(as an aside, Nuco may required your acatalog folder to be 755 but try it at 777 first)

Your site probably won't work until you get it successfully refreshed. You won't successfully refresh your site if a network test won't pass.
One step at a time.

[nikwak]

Yes - ran test after changing and got exactly the same error message as before.

[TraceyHand]

ok..running out of ideas now, tbh
One last thing to try might be to change the script ID in the network settings.
Web > Network Setup. Change CGI Script ID number from 1 to 2.

Then FTP to the website, checking the folder permissions (again, I know) and manually delete the contents of the cgi-bin.

Then do another (I know!) full purge and refresh (Help > Troubleshooting > Web Site Purge and Refresh. Again, tick all 3 boxes)

It might not work but tbh, if it doesn't, I'd say it's time to approach Nuco for support.

[RuralWeb]

Its the ssl bounce thats slow - I got through to checkout after a quick refresh. Try turning ssl off and see what happens - also if you are capturing card details using ssl you need to get a psp

[TraceyHand]

actually, I've just been through and had another look (hadn't checked the site since this morning) and it's much quicker now AND working, even through the secured pages.
Presumably something, somewhere has fixed it?

[nikwak]

I got a reply from Support at NUCO and they fixed it - they said something had corrupted the settings - have asked them for more info but am just happy they were able to fix it (and I have to say, they were very quick and efficient about it)

Nick