Help! Checkout not working!?!?!

[paulbeckett]

Hi all

Over the weekend I upgraded from v903 to v905 in order to try and resolve some upload issues my www.kjbeckett.com site is having. Unfortuanately the v905 site got c. 50% through the process but then also came up with errors during upload.

Also (and more urgently) the checkout process stoped working. Customers can add to cart and proceed to checkout, but on the first checkout page, where the customer selects shipping destination, when they click next, the site bounces back to the product page (as if they have clicked cancel).

I therefore reverted back to v903 and have successfully uploaded (in full) a copy of the site from a few weeks ago (before my upload issues) but despite reverting back, the checkout problem remains!?!?!?

Does anyone have any ideas what has happened. I'm getting pretty desperate now because I haven't been able to take any orders for over 2 days.

Any advice apprecaited!

Paul

[leehack]

I reckon your script files are borked. Either delete them off the server and then do a reload, do a website purge and refresh from the troubleshooting menu to refresh them or maybe even better still, change the script number in network settings (increment it by 1) and then do an upload.

If you do the purge, then delete all cat and fil files, leave the images though, that will save you some time.

[Darren B]

definately change the script id, this is definately a bug in actinic although not confirmed AFAIK

you will probably find if you can install v9.0.5 on another pc and import a snapshot then change the script id close actinic with a compact then restart this would probably work

if you try by changing the script id do not try an upload straigth away, restart actinic 1st

[paulbeckett]

Hi all

I have changed the script ID to 888 (and compacted and restarted) I'm currently doing an upload and as part of the "Check and Send files" process I can see the 000888 scripts have been processed.

I also checked in the cgi-bin and they seem to be there (along with the 000001 files).

Unfortanatley there is a new problem ...

A General Script Error Occurred

--------------------------------------------------------------------------------
Error: There was a problem with some information in the online shop so we cannot take your order. Please contact the shop owner with this information so that they can rectify the problem. Details: The version number (27) of one of your uploaded data files (Setup blob) is incompatible with the existing script version (26). Solution: Refresh the site.

...however the upload process is still ongoing (it is currently sending the .cat files). Is it likely this issue will be resolved following a full upload completion (still a couple of hours away)?

If this doesn't work I am thinking about deleting the entire acatalog and cgi bin contents from the folder and doing a complete upload onto a blank cavas???

Paul

[malbro]

Hi all

I have changed the script ID to 888 (and compacted and restarted) I'm currently doing an upload and as part of the "Check and Send files" process I can see the 000888 scripts have been processed.

I also checked in the cgi-bin and they seem to be there (along with the 000001 files).

Unfortanatley there is a new problem ...



...however the upload process is still ongoing (it is currently sending the .cat files). Is it likely this issue will be resolved following a full upload completion (still a couple of hours away)?

If this doesn't work I am thinking about deleting the entire acatalog and cgi bin contents from the folder and doing a complete upload onto a blank cavas???

Paul

I had the same problem yesterday, it is complaining about the script versions, I sorted this by reinstalling V9.0.5 to force it to upgrade all the scripts as I am pretty sure I copied a V9.0.4 script into the V9.0.5 site.

It looks like you have a similar problem V9.0.4 script with a V9.0.5 data file, however in your case this could be related to the fact that you are in the middle of an update, best to wait until it finishes.

[Darren B]

i think you need to contact your host, it looks like a server problem at the moment

[paulbeckett]

Hi Darren. Thanks for your message. I'm 99.99% sure it is to do with the Actinic software but we are in contact with our hosts because they are going to help us with the last resort option... delete the cgi-bin and acatalog folder and recreate new (empty ones) then reupload again.


Hi Malcolm. I think this is the same issue or very similar. I think it is we are using v903 scripts but there are v905 datafiles floating around in the server.

I'm hoping the upload will resolve the issue but we are considering the more severe option of deleting the cgi-bin and acatalog folder and create new (empty ones) to create a blank canvas, then reupload again.

[pinbrook]

the setup blob error is one we used to see quite regularly with older versions of actinic

the fix is as follows

Go to your website using an ftp software and go inside the /cgi-bin/ folder, and delete all *.pl and *.pm

Once you have done this, then delete all .pl and .pm files within your site1 folder and then copy over the .pl and .pm froms the /original/ folder.

Thus i would entirely remove all pl,pm, cgi, fil,cat files from server in addition to the above.

let me know of you need some help with clearing the server, Paul. i'll be in the office after 4. send me an email.....

[paulbeckett]

Hi Jo

Based on your "setup blob" observation I think we definately need to delete the server (or the specific contents ) and recreate the acatalog and cgibin files.

However there is a add complication... because our "Publish to Web" button doesn't work (due to another issue currently with Actinic support) we are being forced to do a...

Click on the Onine Catalog (highest level), right click, publish this page. This seems to do a complete upload. It definately uploads the .cat files, the .pl and .pm but I'm not sure if it does the fil and cgi.

I would really like to take your offer of help... things are very scary now and will are losing more money (in sales) than we can affored.

I have been liaising with Gill who is going to help me totally delete the two folders from the server side. Should I do this or wait for you at 4pm?

Paul

[Duncan Rounding]

Do not delete ActinicOrder.pm nor SearchScript.pl from the SIte1 folder - these are patched for Norman's Add-ins. the rest can be copied from the /original/ folder.

[pinbrook]

Paul, i've sent a message via our support desk

[paulbeckett]

Hi all

Just a quick message to say thanks to everyone who helped with this issue that is now resolved. The site is taking orders again which is a massive relief!

The issue originally related to a missing modification to the OrderScript.pl whereby we are using custom buttons in the checkout. Where we upgraded to v905 this got wiped.

I think a second issue then saw the scripts get muddled up on the server when we tried to get back to v903.

Inclusion of the upgrade .pl file and a site refresh sorted the issues out.

Paul

[Jarvis]

I too have suffered from this issue and managed to resolve it.
In my case Paul's successful solution did not work for me.
I post this in the hope it will provide an alternative for someone.

I did a complete re-install of v9.0.5 OVER the original.
This resolved it.

For the record, I manually removed all entries from the CGI and Acatalog directories using FTP.
In other words I completely trashed the site.
I changed the Script ID number and republished from scratch.
This had no effect.
It was then that I reinstalled v9.0.5.

Therefore it must have been either an error in the upgrade or a human error in the upgrade process.
Interesting however, it did not effect all my sites.
I do not modify any perl scripts etc.

I hope this helps.

Roger

[rjcuser]

Same here, a quick reinstall over the top upgraded my site and then did a complete refresh and all ok again.... this was I manually put the site back in to an upgraded version without going through the correct export/import snapshot process...