HSBC cart error

[ShinyHappySimon]

Hello,

Seem to have a bit of an intermittent problem and was hoping someone could shed some light on it.

Just recently moved hosts to 1&1 (from Active 24) and now customers are frequently getting the following error message when arriving at HSBC epayments.

"The order details received do not match the cart content details.
Please press the browsers back button twice and try the transaction again.
If you continue to get this message please contact the merchant."

This same thing happened when we last moved hosts (submitted a support ticket but no-one could help) but it eventually went away on its own!

Anybody have any ideas how I can fix this?

Cheers
Simon

[Nadeem]

Hi Simon

How recent was the move from the hosting? It possible that this could be a routing issue, some customer are still arriving from Active 24?

Please could you advise?

Kind Regards

[ShinyHappySimon]

The move was very recent at the time of writing.

Incidents seem to have gone right down now though (much quicker than last time) so it looks like it was just a routing problem.

I think it will most likely sort itself out in a couple of days.

Many thanks for your help.

[brightlight]

Referring back to this issue...

We currently have our V8 Actinic site at www.tv-wall-brackets.co.uk hosted by The Planet in the USA.

We're got some server space here in the UK now, and we've uploaded our site and I've changed the c:\windows\system32\drivers\etc\hosts file on my local system file to point www.tv-wall-brackets.co.uk to the new IP address for test purposes.

I'm getting the same error - how come this appears?

[cdicken]

Sam

I really wouldn't suggest editing this file as it can give a false impression of how the internet is seeing your site.

HSBC will look at your old server for up to about 48 hours after the domain name move. Eventually it will see the site the same as everyone else, so the IP address that is in the Actinic shopping cart, will match the IP address that HSBC has stored for your site.

[Barry]

hi guys

we re suddenly getting the same error;

"The order details received do not match the cart content details.
Please press the browsers back button twice and try the transaction again.
If you continue to get this message please contact the merchant."

this is without updating the site or moving hosts. Hsbc say that it is to do with our site not sending the correct info

i think it might be to do with the secure page hosted by actinic that hands over the transaction to the Hsbc site after the customer leaves our site

what do you think?

I have a support ticket in with actinic and will post the results but for now were desperate, the christmas rush and all that!

thanks guys

barry

[RuralWeb]

think it might be to do with the secure page hosted by actinic that hands over the transaction to the Hsbc site after the customer leaves our site

Just checked one of my sites and its working OK - plus Ive seen orders comming through all day using HSBC

[guccij]

No problems with HSBC here either.

[leehack]

Nor here, i reckon a website refresh is needed.

[Barry]

thanks for the info guys, he problem is with us then

ive tried a refresh but no change. there has been one or 2 orders through and we have managed to get to the proper Hsbc payment page on one or 2 tests so the problem is intermittant although almost constant


what a nightmare on the busiest day of the year!!!!

[Barry]

Mal you are on webfusion using hsbc right? we are. suddenly stopped working today

what a nightmare, actinic support want me to send a snapshot, that takes me over a day as its so big, busiest day of the year too! but it cant be anything wrong with my snapshot can it? the site has been working well for weeks up till 12.30 pm today

surely that means that there is nothing wrong with our set up?

im on the phone to webfusion at the moment, hopefully they can help before i get my head handed to me on a plate.

any thoughts are most welcome

[Barry]

nightmare, just got webfusion support to look at it and of course they went straight through to the payment page without any problem!

"if we cant replicate the problem we cant solve it"

i guess its just not my busiest shopping day of the year then is it

[RuralWeb]

Mal you are on webfusion using hsbc right

Certainly am and still getting orders through every 20 miniutes or so with no customers contacting us with problems. After your post we have been testing evry 30 min and seen no problems. Its unlikely to be webfusion - more likely the actinic server if anything.

I would switch to a backup psp

[RuralWeb]

Just tried your site and it all worked ok for me

[Barry]

Well, it all started working ok after a few hours, nothing chaged at this end. It was either webfusion hosting or the actinic handover page, im quite happy that it wasnt Hsbc's page although im not too sure

But wouldnt you just know it, its happening again now today!

I have no clue what to do, i could try calling them again i suppose or just sit here with fingers crossed

is everyone else on Webfusion usinh Hsbc ok today?

im getting;

IS_error (in the title bar)

and this in the body of the page;

"The order details received do not match the cart content details.
Please press the browsers back button twice and try the transaction again.

If you continue to get this message please contact the merchant."