Sagepay orders not downloading

[jackhartley]

Hi,

I have a website using Sagepay: http://www.byretech.com/

My PC broke recently, meaning Actinic had to be re-installed and a few PSP problems occurred on the site. I have since fixed those, but Actinic is currently saying there are no new orders to download. There are no error messages during the order download / site refresh processes.

However, there are confirmation emails from Sagepay saying that there are actually quite a lot of orders to download.

Has anyone experienced this before or have any idea what's going on?

Thanks,

Jack.

[TraceyHand]

have you changed your CGI script id anywhere in the process?
I can see on your website that the script ID is 1, is that still correct in your network settings? (Web > Network Setup > CGI Script Number)

Have you changed host at all?
what PSP problems did you encounter and what did you do to fix them?

[jackhartley]

Hi Tracey,

The PSP problems basically just required me to reset the PROTX OCC script and the encryption / secret key in Actinic.

The host is the same, however the site was running in a test directory for a while and I used a different script number for that. Having checked the site, the script was still set to 2 which is more than probably the cause of the problem.

Just refreshing now, so I'll let you know if it works.

Jack.

[jackhartley]

Tried that and, after a full purge and refresh, there's still an error message (see attached screenshot).

The secret key has been checked and is correct, as is the encryption number.

Any thoughts?

[guccij]

Which version of v9 are you using? Later versions don't need any changes to the OCCPROTXScriptTemplate

[jackhartley]

It's 9.0.5.0.0.0.JHZA

If I reset the PROTX script, these values are assigned a generic code (I've removed them in case they are specific to the site) :

my $sMerchantID = $......;
my $sPassword = $......;
my $sConfirmationEMail = $......;

Should I just leave these as they are?

[TraceyHand]

in 9.0.5 you don't need to edit the script at all
Firstly, close Actinic and replace the OCCProtxScriptTemplate with the one in your Program File > Actinic V9 > OCCUpgrade files as this contains an original, unmodified script.

Re-open Actinic and go into Business Settings > Payments and Security > Configure Method for Sagepay and enter the correct details into there instead.

Upload Actinic and this should fix the Sagepay error (if it doesn't try a refresh instead or just do a refresh first off)

[jackhartley]

Unfortunately, that's still giving the same error when orders are downloaded.

[TraceyHand]

is the site working correctly?
Is it possible to order and pay for something without problems?

Is it at least trying to download the orders that are on the server now? (in which case the initial problem is fixed)

Is the error you attached one you are seeing when clicking 'download'?
If so, at what point? when it tries to download the payment authorisations?

[jackhartley]

Yes, the site is working fine - orders and payments are all going through correctly.

The errors (attached seem to blame the secret key for being incorrect, though these have been checked several times).

The errors do seem to be coming at the point of authorisation.

[jackhartley]

sorry should have uploaded this screen too

[TraceyHand]

Did this happen with ALL the orders that were stuck on the server or just some?
If just some, later ones or earlier ones or random?

[jackhartley]

Its happening to all orders since the upgrade to this version of actinic

[TraceyHand]

ok, is it happening to orders that are coming in NOW too, such as test orders done by you?

It might be worth doing a complete purge and refresh, if it is.
That doesn't fix the currently broken ones, I know but you can do as suggested and manually enter the payments into the orders, to resolve them, and then delete the orders' payment files from the server to stop Actinic trying to download the callback each time.

[jackhartley]

Its happening to all orders. We've spoken to Sagepay who have given us a new secret key but the error is still occuring.

Its quite difficult to test the problem properly, as I am editing the site on behalf of a client who then downloads the orders.

On a side note, since upgrading to this version Actinic asks me to enter a password every time I edit this particular site (but none of my other ones). Is there some setting that I need to change and could that be causing / related to the PSP problems?