Test order not downloading to Actinic after hosting move

[wsi]

I'm moving a client's site to another hosting company and so far everything has gone well. I've got the site on the new server and have successfully been able to place a test order which from the user perspective went fine. The test order has also shown up in the client's payment processor. I cannot however get the order to appear in the client copy of Actinic Business 8.5.1.0.0.0.HERA.

No error messages are given.

I've closed and reopened their compy of Actinic too and the problem still occurs.

Any ideas?

[Mike Hughes]

It could be a dns propogation issue. How recently was the dns changed?

Mike

[rmorrow]

I could be a dns propogation issue

And there's us thinking you were a human!

[wsi]

I could be a dns propogation issue. How recently was the dns changed?

Mike

We've not changed the nameservers, just the A records of the domain to point to the new server IP address, so propagation shouldn't be too long. It took about 10 minutes on my PC before I was taken to the new server when I typed in the client's domain.

What details are used to download the orders? If it's the FTP ones then I've used the server IP anyway so propagation shoudn't even be an issue.

[rmorrow]

What details are used to download the orders? If it's the FTP ones then I've used the server IP anyway so propagation shoudn't even be an issue.

FTP details are used to download orders - are the ftp username and password the same for the new server? Did the network settings test work OK?

[wsi]

FTP details are used to download orders - are the ftp username and password the same for the new server? Did the network settings test work OK?

The setting test was "passed" and the site files have uploaded fine (as far as I can tell) to the new server.

Could it be a permission issue with the CGI-BIN or other folder on the new hosting server?

[rmorrow]

The orders appear as "*.ord" files in the acataolg folder on the server - is your test order still showing there? What happened when the client tried to download the order to Actinic?

[pinbrook]

it could still be DNS propagation as you need to allow 24 hours for ip to propagate fully across www.

what is the domain and what is the new IP?

[wsi]

The orders appear as "*.ord" files in the acataolg folder on the server - is your test order still showing there? What happened when the client tried to download the order to Actinic?

Not that I can see. There are .HTMLs, .txts, a few .sessions, loads of .cats, loads of JPGs a .num and a .fil.

[wsi]

it could still be DNS propagation as you need to allow 24 hours for ip to propagate fully across www.

what is the domain and what is the new IP?

Domain is

card$$shop$$direct-co-uk

New server IP is 115.124.117.240

A ping from both my PC and the client's PC to www.domain and non-www returns the new IP so I'm lost!

[Mike Hughes]

The issue with dns propagation would be the payment processors callback. If they're still using the old IP address then the payment callback would be going to the wrong server.

Mike

Edit: after reading this again I see that I'm ahead of myself. I was thinking about the order going into PSP pending rather than not appearing at all.

Ah. Another Idea: Check the PSP pending tab.

[wsi]

The issue with dns propagation would be the payment processors callback. If they're still using the old IP address then the payment callback would be going to the wrong server.

Mike

Edit: after reading this again I see that I'm ahead of myself. I was thinking about the order going into PSP pending rather than not appearing at all.

Ah. Another Idea: Check the PSP pending tab.

Nothing shows up on that tab either, I just get the spinning circle in Vista which is presumably like the hoursglass previous Windows versions.

[Mike Hughes]

Nothing shows up on that tab either, I just get the spinning circle in Vista which is presumably like the hoursglass previous Windows versions.

That doesn't sound healthy. It should just display the tabbed page with nothing in it.

Try compacting the database.

Mike

[pinbrook]

when we move client sites across servers/ip we leave ip forwarding in place for 24 hours. Often we notice that clients tell us a similar story, but in reverse ie they have the order but no payment on the order, after a few hours the orders/payments catch up. But clients are left with an order without the payment for a while. As Mike says it is the PSP not being updated.

In your situation i doubt if there is an ip forwarding in place - thus i would leave it til tomorrow just to be sure its not just a catch up thing. Otherwise you may well have to reinput the order (using info from psp - except you wont know what the order is for unless you have a copy of the confirmation email) to get it into actinic and then tie it up with the psp payment manually

I'm moving a client's site to another hosting company and so far everything has gone well. I've got the site on the new server and have successfully been able to place a test order which from the user perspective went fine. The test order has also shown up in the client's payment processor. I cannot however get the order to appear in the client copy of Actinic Business 8.5.1.0.0.0.HERA.

you could always add COD as a payment method and try a test order, thus bypassing the psp. if you can download the order than might tell you something.

[cti]

I am the client with this problem. I have just tried to send an email out on completing an order that came before the switch and an error has appeared "parameter is incorrect " is this because of the hosting change or is this something to do with why the orders are not downloading ??