HSBC cart error

[RuralWeb]

Orders coming through every few minutes here with mo problems.

[Barry]

still not orking, we are loosing lots of orders

any ideas what this could be guys? if it doesnt work from time to time, without changed being made, then something must be wrong with the servers right?

but if others are on webfusion with hsbc payments then im lost for ideas

[RuralWeb]

All I can think is that it's something at your end as we are getting orders every few minutes now through hsbc.

[Barry]

what makes it harder to pinpoint is that a few get through every now and then, i would guess about 2 -3 % are getting through

nasty

[Barry]

it started working again after being down for about 4 hours

During this time some orders had been taken, money had been taken by Hsbc and paid into our account but no order details were recorded anywhere (looks like we will have to phone the customers and eat humble pie)

But these orders were far less that we would have expected if it was working ok, most people i believe saw the error message above when they got to the Hsbc page during those 4 hours

I still suspect the actinic hosted handover page, but how could it allow some customers through and take payment and not allow others at all, and more importantly why should it start to malfunction like that for no apparant reason and then right itself again?

I hope it doesnt happen again or im for the high jump, its bad enough these things happening in the first pace but when you cant give a decent explanation either people can get angry

any thoughts would be gratefully received

[RuralWeb]

Turn off hsbc and switch to your backup psp. Get the orders in and sort out hsbc after the Xmas rush.

[Barry]

no backup ISP im sad to say!

another peice of the puzzle, we had about 10 paypal orders during this time, but no order details were received, only the money was taken. no receipt emails were sent either

so i think we can be sure that hsbc or paypal are not the problem.

Is it correct to say that only hsbc needs the Actinic hosted handover page? Paypal doesnt does it?

if thats true then the problem must be with webfusion, this would seem to fi tthe clues

what do you think?

[RuralWeb]

More like an actinic problem.

[Barry]

this is problem STILL happening, i notice form re reading this that i raised a support ticket on the 8th, i still havent heard anything from Actinic except for yesterday to be told that the guy looking into it is on holiday now and that he hoped the supervisor would look into it sometime this week! its now the 17th dec!!!!!!

come on guys this is serious! we need tech support, we pay you for it!

and can you upgrade you ftp servers to include ftp upload resume? ftp'ing you a 180mb file on a slowish connection lost us several days! its difficult. Or allow use of another method, we use Skype very successfully all the time to send these snapshots but you dont even reply when i suggest we do this!

Not impressed Actinic guys

[guccij]

You have had a good couple of weeks to sort out an alternative. You are continuing to post on multiple threads but you are not taking any suggestions seriously, as far as I can see. It appears that your issues are unique to your website. Thus, having another rant at Actinic is counter-productive. I'm out.

[Barry]

your right Gucci, in the end i moved to a different country (not just to solve this of course) where the connections are faster and managed to upload a shapshot, all the while waiting for some kind of reply from actinic - none.

i sent them a snapshot twice last month which much difficulty, they did not provide any support both times, ok so i think the first guy left while he was dealing with it, but the 2nd guy didnt respond!

all genuine causes for complaint in my view

(and im posting multiple threads because we have multiple problems, i thought that was sensible, who wants to read a 16 page thread?) I take all your suggestions seriously, they are very valuable to us, its all we have!

easy guccij, im oly trying to get information and making a legit complaint when the people i pay for that dont supply it

[grantglendinnin]

Sorry but this needs to be said once and once only:

WHERE SUPPORT WILL NOT BE PROVIDED

Actinic may not provide Support where it reasonably determines (in its sole discretion) that: 1) your enquiries relate to business practice, application consulting or training; 2) your use of the Actinic Product is outside that set out in the Software Documentation; 3) your use of the Support is excessive and unreasonable; 4) your use of the Support is abusive or fraudulent; 5) you are using the Actinic Product for the sale of goods or services that are illegal, obscene, offensive or distasteful site; 6) you are not using the current release of the Actinic Product or is immediate predecessor; or 7) you have breached the End-user Agreement.

Pfft

[Barry]

Clearly my communication skills are sorely lacking. i always make sure my posts are polite and gracious, or at leat i try to. i value this forum very much

I know my skills in English lack polish but there is never any abuse from me of anyone or anything! if i inadvertantly did that i applogise profusely, perhaps my stress is being interpreted as me being abusive, not my intent i assure you

My moans about Acinic Support I stand by, they are definately not abusive in tone, they are legit complaints. You might argue that i shouldnt have posted them here, we'll i'll accept that, sorry, i will complain directly, again

come on guys, Grant, lighten up, im under savage pressure here and it is Chrismas after all

Yours humbly,

Barry

[grantglendinnin]

That's good enough for me - take Actinic support with a pinch of salt, they've ploughed hundreds of thousands into the development of 9.0.3 which (initially) failed disastrously. Things seem to be turning around for Actinic in the past few weeks and hopefully we can get a much more stable release in 9.0.4. If you are worried you are being 'ignored', take note of what Cover actually covers (ie. you edit a script and break anything then it's off your own back, etc) - if you still feel you should be receiving support for the issue(s), then give Actinic support a telephone call, after all, they can't ignore you once they say 'Good Afternoon'

[pinbrook]

TBH one thread is better than 3 as the issues may well be related. Whilst you may have a point with actinic support the only way to get them to shift is to keep on at them, even if it reaches the point where they have to say the problem is outside the remit of cover. At least then you will know where you stand.

You would get your problem fixed much more quickly if you were to pay for professional support from an experienced developer as i fear there is no quick and easy resolution about to come from this forum, someone needs to look at the snapshot.

Just consider how much trade you have already lost, then consider if you had thrown some money at someone willing to take on the issue - you might now be trading and back in profit.

IMO this is your only route forwards now.