Digital download url's lost (v6)

[Silver Moon]

Hi

It's been a while since i was last here... haven't had any problems for ages until now.

Basically, we've been using Actinic Catalog v6 now for over 3 years. Everything has been working fine up until this weekend.

We offer paperbacks and eBooks on our site (the content is highstore top shelf/bdsm, so not sure if I should post the url here).

We have two Payment Service Provider options, SecureHosting (ePDQ) and Paypal.

When placing an order, after the PSP successfully processes the transaction, the customer clicks the "Click here to view your receipt" link, and is then taken back to our site to view the online receipt.

If there were any eBooks in the order, then the online receipt should also say "one or more of the items you purchased are available to download now", and the download url's are then provided at the bottom of the receipt. And the same download url's are also meant to be included in the automated email receipt.


Now, this is all working fine if the customer chooses the Paypal payment option.


However, when they choose the SecureHosting payment option, the download url's are no longer being included in either the online receipt or the confirmation email. All the rest of the order information is there, but no download url's.


I haven't changed any settings in Actinic, and haven't edited any templates to cause this to happen. It was all working fine, then suddenly stopped working on Saturday, without any interaction from me.

Does anyone know what could be the cause, and if so, what I need to do to fix it?

I've contacted SecureHosting Support, and they tell me that it's nothing to do with them. They say that it must be Actinic related, because Actinic generates the download url's and doesn't send that information to SecureHosting in the first place, therefore said information cannot be getting lost inbetween Securehosting sending the customer back to our site.

I am truly baffled here, and also at my wit's end (having to manually send the download url's to customers kind of defeats the whole purpose of having an automated system in the first place).

Thanks in advance to anyone who can help.

[Silver Moon]

Okay... it seems as though the problem has automagically fixed itself...

though I suspect that SecureHosting had to something to do with it, but aren't admitting to it.

Thanks for your time

Regards,

Ed.

[Silver Moon]

Oh man, it's just started happening again!

Does anyone know what could be causing this?

I'm pretty certain it's got something to do with callbacks from SecureHosting,
but SecureHosting are saying that it's got nothing to do with them.

I'm at my wits end here. Any help would be greatly appreciated. TIA

[wjcampbe]

Anything in your site error log for the time of the failure?

[Silver Moon]

Thanks for your reply.

No, there's nothing obvious that I can see in any logs, though I'm not entirely sure what I'm supposed to be looking for.

I've been checking templates, cgi/perl scripts, and html files over and over again, and can't find anything :-(

Then I just end up saying to myself... 'how comes it works fine when using the paypal payment option but not the securehosting option?'

This suggests to me that it's something at securehosting's end to blame, and nothing to do with actinic or our site server....

But I honestly aren't sure.

All I know is that if it continues for much longer, then securehosting will be losing a customer ;-)

Thanks