Downloading orders

[adhwebcr]

Hi,

A client of mine is using actinic and yesterday when they went to download the latest orders it said there was no orders to download but PayPal had notified them of around 30 orders that had gone through.

Any suggestions?

Been using the site for over a year and it's been fine in the past, just stopped working yesterday.

Thanks
Ashley

[Mike Hughes]

They probably downloaded but went into the 'payment pending' tab.

Mike

[adhwebcr]

Hi,

When we try and download the orders it says there aren't any to download and i've checked the other tabs and nothing there.

Any other comments?

cheers
Ashley

[gabrielcrowe]

are you sure that the actinic shop is the only source of income? ebay? amazon?

take a look in your server ftp for ancrypted order files. you can find more information on these session files by searching this forum.

[RuralWeb]

maybe linked to your other post - it sounds like a server problem to me. perhaps its crashed and they have loaded a backup which does not have the order files on it??

[gabrielcrowe]

or perhaps the orders are not getting saved. you'll really need to look into this, first before actinic is to blame, since this is not a widespread problem atm.

[Mike Hughes]

As Gabe says this isn't a common problem so you'll have to try and investigate it yourself.

Try placing a test order on the website and see what happens. Then look at the error.err log file in the acatalog folder on the website for any error messages.

Let us know what happens and we might have some moee idea of what's going on then.

Mike

[pinbrook]

I've seen this happen when clients move server/host - propagation or PC DNS issue

ie their local pc connects to the old site where there are no orders, cos they are on the new server or visa versa.

[adhwebcr]

Hi,

The shop is the only source of income and this has only happened recently so won't be connected to the email problem which happened.

I'll enquire about the backup situation and see if this happened.

Thanks
Ashley

[adhwebcr]

Hi,

Just been looking at the error log and it keeps saying this:

Internal Errors = Unable to connect to the socket (Connection timed out)

Any idea if this could be linked with my problem?

Thanks
Ashley

[Duncan Rounding]

Try an Actinic network test and see if that passes.

[adhwebcr]

Run the test and it passed and we're getting the test emails through...

Does anyone know what that error message means?

Looking through the error log it's definately connected to that message as it's from about the same time that it was saying there were no orders to download.

thanks
Ashley

[Mike Hughes]

That sounds like the smtp (email) problem. It shouldn't affect the order though. Do you have the full error message as there should be more detail than that? Copy and paste is the easiest way.

Mike

[adhwebcr]

Hi,

the full error line is:

Program = ORDERSCR, Program version = 490 , HTTP Server = Apache/1.3.33 , Return code = 999 , Date and Time = 2007/09/17 13:40, Internal Errors = Unable to connect to the socket (Connection timed out)

Hope that helps

Ashley

[Duncan Rounding]

Did you check with an ftp client (outside of Actinic) to see if order files exist?