Problem Downloading Orders

[PaulI]

Hi

I uploaded a new site last week, Actinic 9.05 and am using SagePay PSP. After I download an order I receive a Actinic warning message saying:

The Payment Service Provider Authorisation on (order number ref....) had an invalid signature. Check that your secret key is correct.

Then:

An error occurred while reading a Payment Service Provider (PSP) Authorisation. The file may have been corrupted in transfer from the server. Abort will cancel the download operation and leave the unprocessed PSP files on the web. Retry will try to transfer the file again. If you choose to ignore this error, the PSP file will be lost. If you ignore this error, the associated order RK53EE10000020, will be modified to have a payment method of "Send Credit Card Details Separately" and a status of "Waiting for CC Details."

Check with your PSP that the payment has gone through successfully. You can then view the order and set the correct payment method on the 'Payment & Progress Tab'. Click 'View Payments' and add a new entry. You can also enter the 'PSP Provider Ref' if you wish.

Try downloading it again?
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I have had the secret key reset by SagePay and copied/pasted it into the 'PSP configuration' in Actinic and also entered it manually.
The other PSP settings have been double checked also.

I have e-mailed Actinic about the problem and they insist that it must be a secret key issue.
I'm now pretty sure that it isn't.

The orders do download OK but the CV2/AVS, 3rd man details in 'Results of security checks' / 'Payment history' are blank and 'Fraud check status' is stuck in pending.
SagePay results show everything as normal, cvs/av2/third man and all orders are processed/paid for as normal.
SagePay say that they cannot help and that is an Actinic issue.

The only thing that I have noticed is that in Business Settings | Payment and Security, there is a 'Fraud Checking' box that is unchecked but greyed out so that I can't check it, don't know if that is anything or not.

I normally trawl the forum and can sort out most things but not this time!
Hope that someone can help!

Thanks in advance

Paul

[TraceyHand]

this might sound obvious but you have entered the secret key and other Sagepay information into ACTINIC and NOT in the scripts, like you used to have to?

[PaulI]

Hi Tracey

Yes, I have entered the Secret Key into Actinic not the scripts and purged/refreshed the site many times.

[TraceyHand]

re-reading your post

Is this happening every time or only with a single order (is it the same order number, RK53EE10000020, that is being referenced each time in the error?)

You do know that the "results of security checks" section is only used with Actinic Payments?
Sagepay payments don't download these options ever. It's part of the Actinic Payments integration/additional service
It's not part of the initial problem

[PaulI]

Tracey, the order number was RK53EE10000020 and I have just deleted it from the server, along with two other orders that followed and the error messages have now disappeared. It would appear as though the first three orders had been corrupted in some way.

Thanks for your help, things now seem to be OK

Paul

[Badger]

This has just started on one of my sites, i have checked all the settings we know.

Tracey, this is happening on ALL psp from sagepay. Do you think i should request a new key and password like the KB advises?

I have checked and checked again, purged, refreshed and prayed. What bugs me is i have another site on the same server working fine.

Running version 8.5.3

[TraceyHand]

which problem are you having, Christian?
The Actinic warning about an invalid signature?

Are you able to paste the exact message here?

I guess a new secret key and password would be a first step. Ensuring your procedure for entering/updating it is step-by-step perfect (because, in V8, it's a PITA. Use THIS POST) as a guide. I still do!)

[Badger]

which problem are you having, Christian?
The Actinic warning about an invalid signature?

Are you able to paste the exact message here?

I guess a new secret key and password would be a first step. Ensuring your procedure for entering/updating it is step-by-step perfect (because, in V8, it's a PITA. Use THIS POST) as a guide. I still do!)

Hi Tracey, yes its the warming about invalid sig. I have followed the step by step a thoudand times with version 8. I have made 3 purcahses from the shop (not the one in my signature) and also had a few customers orders and the same warning message always appears. Error message below Tracey.

"An error occurred while reading a Payment Service Provider Authorisation. The file may have been corrupted in transfer from the server. Abort will cancel the download operation and leave the unprocessed PSP files on the web. Retry will try to transfer the file again. If you choose to ignore this error, the PSP file will be lost. If you ignore this error, the associated order CS24JJ10000142, will be modified to have a payment method of "Send Credit Card Details Separately" and a status of "Waiting for CC Details."

Try downloading it again?"

[TraceyHand]

like I asked Paul, is it the SAME order number each time or are you fixing that one and then it's occurring again with the next order?

If you're not FTP-ing into the server to remove the offending order files, it's unlikely the warning will go away.
If you are, however, that's a different matter and implies a more ongoing problem, obviously

[Badger]

like I asked Paul, is it the SAME order number each time or are you fixing that one and then it's occurring again with the next order?

If you're not FTP-ing into the server to remove the offending order files, it's unlikely the warning will go away.
If you are, however, that's a different matter and implies a more ongoing problem, obviously

It keeps occuring with every order, Tracey how do i remove the offending order files from the server? I have ftp access but which files do i need to delete?

Is it the backup.num & order.num files? Then do a purge?

[Duncan Rounding]

Rather than delete you can rename the .order files using your ftp client, then rename them back one by one till you find the offending order.

[Badger]

Rather than delete you can rename the .order files using your ftp client, then rename them back one by one till you find the offending order.

I have just found and deleted the offending order, i am just going to try a test order to see if it works. 2 secs and i'll be back.

[Badger]

Well i just tried a live purcahse which was working earlier and sage pay just came back with.

"An error has occurred at Sage Pay

The specific error message was : 2003 : An ERROR has occurred on the Sage Pay System.

Because an error occurred in the payment process, you will not be charged for this transaction, even if an authorisation was given by the bank.

If you have questions about the payment process itself, please contact Sage Pay at info@sagepay.com "

The only thing i changed before the purchase was to delete the order giving me problems. I did not alter or delete order.num or any other file.


This is freaking me out now.....

[Badger]

SAGE PAY IS DOWN WITH HBOS - typical. i have just called them and they are having major problems.

[TraceyHand]

This can be monitored HERE, btw, for anyone affected/interested