After order been processed - Items still showing in basket-Help!

[GAViN™©]

Recently setup a test evaluation account with "secure hosting" to check out their system to see how good it is, and configured it correctly with actinic. Everything seemed to be working fine. Anyway, the evaluation period is now over, but test transactions can still be created but with the evaluation ended I cannot log in to their system to check the orders, which is understandable.

Anyway, now when I go on the site, and place an order and go through the order processing, etc. I get the "your order has been placed" screen. But if I go back onto the site, the items are still in the basket!

This didnt happen before, and was wondering if this is because the evaluation period on the test account has expired ?

Thanks.

[GAViN™©]

Anyone?

[GAViN™©]

I have setup a new 14 day trial with Secure Hosting, and after creating a transaction and going back to the site, it still shows up with the item in the basket.

Help!!!!!!!!!!!!!

[GAViN™©]

I've noticed if I close down Firefox or IE6/IE7 and view the site again
the basket is now empty.

Is this somehow cookie related ??

[cdicken]

Hi Gavin

This could well be cookie related - with Actinic, for whatever reason, having trouble deleting the session file from the web site after the order is placed. Actualy, this is likely to be because you don't get the receipt page appearing in Actinic, so Actinic doesn't think the order is fully complete.

I wouldn't worry about it unless it happens once the site is up and running live.

[GAViN™©]

From what I can gather, when the customer views the receipt page after the transaction has been successful, and clicks the "done" button, the cookie must be deleted of the basket contents, and the customer is re-directed back to the site.

This is not happening on ours, when then customer clicks the view the receipt page, a page cannot be displayed error message appears, because the URL link to view the receipt page is incorrect.

How is this possible ?
Because on the template provided by secure hosting the code for this particular action is:

<p align="center"><a href="$CALLBACKURLUSER">Click here to view your Receipt.</a></p>

So it is this variable $callbackurluser that is the issue, where is secure hosting getting this information from ? and what is it?

I've setup a new 14 days trial account with Secure Hosting which is currently active and linked to our site. And still the problem remains.

Also, at the moment my secure hosting within business settings and payment is set to TEST MODE, not production mode, would this make a difference??

The annoying and worrying this is that our site is almost ready to go live once this problem has been fixed.

I would be happy to PM or email someone our link to our site so they can create a mock order online (as its still not 100% live) to see what is happening.

[cdicken]

I'm afraid I cannot provide the absolute reassurance you are looking for. It will probably be fine, or there is a minor problem on your web site that is causing the session files to not be removed.

I suggest contacting support and asking them to check your site before going live.

[GAViN™©]

I have had a reply back from Actinic Support :-

Hi Gavin,
  
 Thank you for registering a support query.
  
 You may get the 'Page cannot be displayed' message when the URL to the  receipt page in the control panel of Secure hosting is incorrect. You will have  to enter the Receipt page URL here. I would suggest you check this in Secure  hosting control panel.
  
 When a customer places an order, the variable $CALLBACKURLUSER takes the  value from Secure Hosting's control panel (Receipt Page URL) and passes the  customer to the receipt page.
  
 This may be caused by a problem with the SMTP server. Actinic sends the  emails at the same time as returning the Receipt Page. If sending the email  causes a serious error the Receipt Page is not delivered.

 This can be checked by temporarily removing the SMTP server address from  'Web | Network Setup', updating the site and placing a test order. If the  Receipt Page is now displayed then the SMTP server was probably the cause of the  problem, examining the file error.err in the acatalog folder on the server might  indicate the nature of the SMTP problem.
  
 I hope this helps. Please get back to me for further assistance.
  
 Cheers,
Sivi
Actinic Software Support
Actinic Software Ltd, Globe  House, Columbus Suite
Lavender Park Road, West Byfleet
Surrey, KT14  6ND
United Kingdom
Registered Office as above | Registered in England No  3221222 VAT no. GB834853604

Unfortunately I have tried this and still have the same problem.
I have contacted support again.

[GAViN™©]

I've just had a thought within my network settings on Actinic.
I setup a seperate web hosting to use with our test site and the smtp e-mail settings ive specified within actinic are on our other server.

Does this make a difference ?

I'm just thinking if the configuration for the smtp settings need to be from the same server then mine is not.

Maybe I'm clutching at straws here i dunno lol.

[wjcampbe]

That sounds awfully likely. Try the 'localhost' setting, with no authentication, which should then work on both servers.