Credit Card details cannot be decrypted

[southernandwest]

I have a client with a 5-user Business Plus v9.05 installation who are having a problem whereby downloaded orders with credit card details (as opposed to those paid online) cannot be opened on all machines.

When attempting to open an order the message "The Credit Card Details Cannot Be Decrypted" appears twice, after which the order will open but with no credit card details. If we go to another machine on the network, the order will open fine with the card details being displayed normally.

There is no pattern to which machines will be able to open any given order, it seems to be the case that whichever computer was used to download the order will be OK, along with a random couple of others.

Initially we thought this may be a weird networking problem but we've ruled that out as the problem occurs just as often on the machine which both holds the data and runs the Synchronisation Server service.

The only 'change' that we can identify has having happened on the system prior to this problem appearing is that several hundred old orders were deleted and purged from the system, reducing the .mdb file from a little over 200Mb down to 130 after compacting. Whether that process is purely coincidental or not I don't know, but the problem is very frustrating and I'd be extremely grateful if anyone could shed some light on the issue.

[Jan]

There was a bug in this area at one point, what version of V9 are you using?

Regards,

[southernandwest]

Hi Jan. They are running 9.05JHZA.

[Jan]

Should be fine in that version. This might be one for Actinic support. Especially if it is happening for new orders and not just the odd old order.

Regards,

[southernandwest]

Actinic support (UK) weren't that helpful on this - we got to "sounds like a networking problem"...

And yes, it happens on every new order with CC details, but only since last week's delete/purge operation I described.

[Jan]

That does sounds most likely to be the reason - if you can decrypt on some machines and not others then the data is ok, the database is accessed when card data is decrypted and that could be where the network problems are happening.

If you have a copy of the old database is might be worth just putting that back in as a test to see if the same problem occurs - be careful not to download any orders into it though.

Regards,

[southernandwest]

I would agree were it not for the fact that a) everything was OK until last Friday when we did the delete/purge (and nothing's changed network-wise), b) non-Actinic applications are zipping along over the LAN as well as ever and c) the problem happens even if just using the server (i.e. local .mdb file) machine with no other clients connected. It's weird for sure, and damn frustrating.

We have the old data in a seperate site but the problem seems to be with new orders downloaded since the delete/purge, historical orders before that time open fine.

I've emailed Actinic Support directly (perhaps a different person will have a different viewpoint) so we'll see if they come up with anything if nothing else is forthcoming on here.

Thanks for your feedback.