500 Internal Server Error

[Trevor]

We are getting internal server errors after selecting the payment method on checkout! .pl file in cgi-bin
It would appear to be caused by the PHP upgrade from 5.2 to 5.5 by Claranet.
Has anyone else experienced this problem recently? Any help would be much appreciated.

Thanks

[malbro]

We are getting internal server errors after selecting the payment method on checkout! .pl file in cgi-bin
It would appear to be caused by the PHP upgrade from 5.2 to 5.5 by Claranet.
Has anyone else experienced this problem recently? Any help would be much appreciated.

Thanks

.pl files are PERL and not PHP so an upgrade to PHP would not be the cause of the problems. 1and1 recently upgraded the version of PERL on shared servers and this has caused problems with older versions of SellerDeck V8/V9/V10. There are a number of other posts on the Forum regarding moving hosts due to this and similar problems.

[Trevor]

Many thanks for your reply Malcolm.

The only upgrade Claranet have told me about is PHP5.5?

I will investigate further!

[Mike Hughes]

The usual things to try are:

1. A Purge and refresh. Some files might be missing or have the wrong permissions after a server upgrade. Also check the permissions on the folder as these are often changed after a server upgrade.

2. Run a network test from within Actinic. Just to make sure nothing has changed in the server settings that might need a change in the network settings.

3. I'm not sure if your version of Actinic has it but Help > Troubleshooting > Web Site Analysis is a useful tool for checking what's on the server.

Your error log has a large number of these errors going back over a year. Probably not related but worth sorting out once everything is running again.

Program = ORDERSCR, Program version = 20697 , HTTP Server = Apache , Return code = 999 , Date and Time = 2016/11/07 09:53, Internal Errors = Your shopping cart has expired, orders must be completed within 3 hours or they will be automatically cancelled.

[Trevor]

Many thanks for your help Mike.

I have tried your suggestions but still have the problem!

Claranet told me the changes have affected a lot of customers.

Hopefully I can find a fix soon!

[Mike Hughes]

Sorry I can't be any more help.

Web hosting is cheap and widely available and the best advice I can give is to keep your domain names separately from your hosting as this makes it quick and easy to change hosts. All you need to do is sign up for a new host and change the settings in the nameservers. You can be up and running on a new web host within an hour.

[Trevor]

Thanks, I really appreciate your input.

One order that went through ok since we have had the problem was placed using an Apple computer!

The os000001.pl file appears to be accessed and updated ok right up until a payment system is selected.

[NormanRouxel]

If your site is http://www.kitchenknivesdirect.co.uk/ than you are running version 8.5.3, See this thread for a site with the same problem when hosted with 1&1.

The solution was to switch hosts to one that knows what Actinic / SellerDeck is and provide appropriate hosting.

[Trevor]

Thanks Norman, I think that's the route I will take.
Not sure how long it will take to transfer the domain name?
The suggestion made by Mike to keep the domain names separately from the web hosting is also a good idea!

[Trevor]

We are very pleased with Zen Internet who supply our telephone and broadband so I am looking at transferring our domain kitchenknivesdirect.co.uk to them. I will then sign up with Host-IT.

I would have transferred the hosting to Zen Internet but with Christmas almost upon us, need to knock this problem on the head. Host-It should fix the problem but Zen maybe not!

[Mike Hughes]

Do Zen Internet have a control panel for managing domain names and the nameservers to point them at? I use 123-reg for my domain names and I think there are plenty of other people who do as well.

Host-It sound like a good option for the web hosting. There are quite a few sellerdeck owners using them now.

Mike

[guccij]

I'm just testing Host-It for v16 (keen to move from 1and1 generally), and using Norman's instructions from here it took ten minutes to have a test site up and running.

[Trevor]

Thanks very much again for all your help!

We are now up and running with Host-It

I kept the domain name with Claranet and changed the DNS settings for speed.

Host-It have a program for updating the Actinic network settings which was very helpful as was Host-It in general.

We have a 404 page not found error on the search engines but I assume this will be resolved when the new DNS settings propagate through the web?