Hello everybody - this is my first post, after having lurked for some time and learned lots of great tips from this board.
But now I'm in big trouble. I'm running Actinic 7.06 at http://www.therapy-school.co.uk/acatalog/ , and have been happily using Actinic since version 4 (as you can see from the antique site design), but last week we suddenly stopped receiving orders.
What happens is that os00000X.pl times out at the stage where it is supposed to forward to either the payment processor (Protx) or the receipt page if they are sending us a cheque or card details separately. All other scripts are working fine.
We know the problem does not lie with Protx, because the result is the same regardless of payment method.
We have tried changing the script ID - in fact we are now up to 7.
The site is hosted by Fasthosts - I have been through the usual steps with them, and they are adamant that there is no server issue, which seems plausible given the fast response of all the other Actinic scripts. I have checked through the commonly reported problems with Fasthosts listed here, but none of them seem to match.
No changes were made to network or any other settings between the software working and not working. And the troubleshooting check shows all the scripts are original Actinic with no editing by us.
We have Actinic Cover, but despite a few hours on the phone to Sumiya in support and uploading two snapshots for them to look at we have not seen any improvement resulting from the only suggestion they have made, namely enabling enhanced FTP in the network settings. Since they mentioned FTP, we have also experimented with passive FTP settings on and off, and generating the script and uploading it manually, but this also brought no improvement.
Worst of all, Actinic support now seem to be ignoring our phone messages and e-mails - we're contacting them every day because we are losing large amounts of money all the time the site is not taking orders, but we've only had one e-mail back from them and that was on Thursday 6th. Sumiya, if you're reading this, was it something I said?
The only post I can find describing a problem similar to ours is this:
http://community.actinic.com/showthread.php?t=22043
but ours is invariably rather than sporadically out of action.
So we are desperate for help and will be enormously grateful for any suggestions. I realise that our suspending online ordering will limit the amount you can tell from the site, but I am (a) hoping that there might be some immediate suggestion and (b) trying to minimise the amount of time the site is broken and therefore annoying the customers who will go elsewhere rather than try to phone us. But if no progress can be made without a look at the site not working, I shall un-suspend it.
At present we've got a few more days before we have to find another e-commerce setup which we can get in place double-quick so we can get orders coming in again. So all ideas gratefully received.
MTIA,
Keir
But now I'm in big trouble. I'm running Actinic 7.06 at http://www.therapy-school.co.uk/acatalog/ , and have been happily using Actinic since version 4 (as you can see from the antique site design), but last week we suddenly stopped receiving orders.
What happens is that os00000X.pl times out at the stage where it is supposed to forward to either the payment processor (Protx) or the receipt page if they are sending us a cheque or card details separately. All other scripts are working fine.
We know the problem does not lie with Protx, because the result is the same regardless of payment method.
We have tried changing the script ID - in fact we are now up to 7.
The site is hosted by Fasthosts - I have been through the usual steps with them, and they are adamant that there is no server issue, which seems plausible given the fast response of all the other Actinic scripts. I have checked through the commonly reported problems with Fasthosts listed here, but none of them seem to match.
No changes were made to network or any other settings between the software working and not working. And the troubleshooting check shows all the scripts are original Actinic with no editing by us.
We have Actinic Cover, but despite a few hours on the phone to Sumiya in support and uploading two snapshots for them to look at we have not seen any improvement resulting from the only suggestion they have made, namely enabling enhanced FTP in the network settings. Since they mentioned FTP, we have also experimented with passive FTP settings on and off, and generating the script and uploading it manually, but this also brought no improvement.
Worst of all, Actinic support now seem to be ignoring our phone messages and e-mails - we're contacting them every day because we are losing large amounts of money all the time the site is not taking orders, but we've only had one e-mail back from them and that was on Thursday 6th. Sumiya, if you're reading this, was it something I said?
The only post I can find describing a problem similar to ours is this:
http://community.actinic.com/showthread.php?t=22043
but ours is invariably rather than sporadically out of action.
So we are desperate for help and will be enormously grateful for any suggestions. I realise that our suspending online ordering will limit the amount you can tell from the site, but I am (a) hoping that there might be some immediate suggestion and (b) trying to minimise the amount of time the site is broken and therefore annoying the customers who will go elsewhere rather than try to phone us. But if no progress can be made without a look at the site not working, I shall un-suspend it.
At present we've got a few more days before we have to find another e-commerce setup which we can get in place double-quick so we can get orders coming in again. So all ideas gratefully received.
MTIA,
Keir
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