Unable to input MOTO PAYMENTS

[Shirley Beech]

The ClearCall authorisation and payment side of my site works fine, However when a customer contacts me for me to insert their card number with MOTO, as soon as I hit the "Pay" button, up comes a Notepad html message and I am unable to go any further.

Has anyone else had this problem please? Actinic Support, are having problems in sorting this, and over the last two weeks backorders are piling up and trade is being lost.

I am using v9 - 9.0.5.0.0.0.JHZA

Any help would be greatly appreciated.

Shirley

[guccij]

I had exactly this problem starting about a month ago see http://community.actinic.com/showthread.php?t=49124). Support were also unable to replicate the problem. They took a look at the snapshot I sent and said they couldn't find a problem. I never heard any more from them after that. No doubt the case is marked "resolved"

I tried uninstalling and reinstalling, clearing the registry, turning off the firewall, reconfiguring the firewall etc. I changed the default browser. Nothing worked.

In the end I bought a whole new PC. Drastic. But the MOTO form works correctly. Also on v9.0.5

In a way I'm relieved to find someone else has this issue as perhaps Support will take it more seriously now. Good luck.

[Mike Hughes]

as soon as I hit the "Pay" button, up comes a Notepad html message and I am unable to go any further

What's the message say?

It almost sounds as if you've something configured as the default html editor and it's launching instead of the Actinic app.

Have you any more details?

Mike

[TraceyHand]

Are you using Actinic Payments? (in which case I presume you meant CreditCall?)

Posting the Notepad message would, obviously, help.

Chances are you have incorrect keys set up somewhere

[guccij]

Mike and Tracey if you check the thread I link to above, you will see an example. It's all the info which would be transferred to AP.

[Mike Hughes]

Interesting.

I wonder if it's a security setting. See

http://social.msdn.microsoft.com/For...-e6e3cfd8d2de/

or do a search for "<!-- saved from url=(0014)about:internet -->" which is apparently 'the Mark of The Web'

Using "about:internet" directs IE to place the document in the "My Computer" security zone, where the default security settings allow the running of Active content without a prompt.

I wonder if something in the security settings changed to stop this running and displays it instead. We really need someone who understands the technical aspect of this to join the thread.

Mike

[TraceyHand]

Mike and Tracey if you check the thread I link to above, you will see an example. It's all the info which would be transferred to AP.

yeh, sorry

took me ages, after clicking reply, to actually write and post(multi-tasking, see ) so I didn't see any other replies when I posted

[guccij]

I don't / didn't use IE. I switched browsers from Firefox to Chrome to Safari and back again - same problem on each.

Perhaps it was a Windows update, or a downloaded update for Kaspersky. Actually it can't have been the latter as the new PC has the same edition of Kaspersky and MOTO works normally.

[guccij]

(multi-tasking, see )

lol - working normally then!

[Shirley Beech]

I had exactly this problem starting about a month ago see http://community.actinic.com/showthread.php?t=49124). Support were also unable to replicate the problem. They took a look at the snapshot I sent and said they couldn't find a problem. I never heard any more from them after that. No doubt the case is marked "resolved"

I tried uninstalling and reinstalling, clearing the registry, turning off the firewall, reconfiguring the firewall etc. I changed the default browser. Nothing worked.

In the end I bought a whole new PC. Drastic. But the MOTO form works correctly. Also on v9.0.5

In a way I'm relieved to find someone else has this issue as perhaps Support will take it more seriously now. Good luck.

Thank you for this information. Eric from Support telephoned me this afternoon, and thankfully eventually sorted the problem. Anyone else with this problem should contact support and ask for him. It turned out to be two problems, one that whatever it was was opening in Word I believe rather than IE. I am not sure what the other was, because he took over my computer and worked on it. However, if you contact him, he was very helpful, and can no doubt help others now in the same dire straight.

[Shirley Beech]

Thank you for this information. Eric from Support telephoned me this afternoon, and thankfully eventually sorted the problem. Anyone else with this problem should contact support and ask for him. It turned out to be two problems, one that whatever it was was opening in Word I believe rather than IE. I am not sure what the other was, because he took over my computer and worked on it. However, if you contact him, he was very helpful, and can no doubt help others now in the same dire straight.

[Shirley Beech]

What's the message say?

It almost sounds as if you've something configured as the default html editor and it's launching instead of the Actinic app.

Have you any more details?

Mike

Mike,

Not sure how this works to reply. Find it difficult to know where to type the reply -

Eric from Support sorted it thankfully earlier today. He took over my computer, and rang me twice, but one thing was it was opening in word I believe instead of IE, and would not originally take the alteration. The settings needed altering slightly also. I was about to follow his instructions on uninstalling and reinstalling when he telephoned me back, as someone had come up at Support with another suggestion, and thankfully it worked. This being the IE one.

Anyone in problems contact Eric at Support, he at least knows the answer now.

I was tearing my hair out.

Sincere thanks to all who tried to help.

Shirley

[guccij]

Any chance you could post the solution step by step? I ended up buying a whole new PC because of this!

--edit--

Ah, I see you don't know what the solution was. Rather than me phoning Eric, perhaps Eric could post the solution here

I'd love to know what causes this.

[Shirley Beech]

Success

I have emailed Eric email ehsupport@actinic.co.uk and asked him to help you. I really was thankful for his help today. Good luck with sorting your problems out.

I would try and help, but Eric took over my computer remotely, and the suggestions that Kiran had given me over the weeks had not worked, so I do not want to impose that on you. I know Eric altered the settings in the Payment area and sorted out going to IE not word.

Hopefully he will post a message on this thread. I will email him again and put your request forward.

Kind regards, and again my sincere thanks.

Shirley

[guccij]

I'm holding my breath