Digital Download problems

[the_bfb]

Hi all - I am actually at the end of my tether having spent 4 days with niggly Actinic problems - I was a previously happy bunny. On a flyer - have any of you come across this....?

Nearly all of our products are Digital Download products. Over the past 2 days, some customers have not been getting links to their products on their online and e-mailed receipts. We use both ProtX and Paypal.

The problem is that the missing links don't appear at random. It's not restricted to one payment method or any specific products.

e.g. Customer A orders Products 1, 2 and 3 and doesn't get a link to Product 2
Customer B orders exactly the same and gets all links
Customer C orders Products 1 and 2 and gets all links
Customer G orders Products 1, 2, 3 and 4 and is missing link to Product 1.

etc.

******

I have refreshed the site - no change
I have completely deleted products that some customers didn't get and recreated them from scratch and uploaded - still problems.
When I try and completely refresh the site, it takes around 1 hour then hangs and eventually crashes (maybe due to the size of the site - 2000+ products?)

****

So I'm completely at a loss - support told me to compact the database and refresh - the compact took over 4 hours - but this didn't work.

Any ideas?????

[TraceyHand]

So I'm completely at a loss - support told me to compact the database and refresh - the compact took over 4 hours - but this didn't work.

Any ideas?????

4 hours for a database compact?!! did it successfully compact with no errors?

tbh, I would get back onto support (badger them, you'll probably need to) and get them to look at your database as a compact taking this long (and 2000 products isn't overly huge!) and failed site refreshes could mean something corrupt in the database.
Get support to look at it, would be my suggestion.

[the_bfb]

Thanks for the reply.

Firstly, I can't get through on the phone, left my details for a call back and don't get one. Two support tickets have not had a response yet.

Secondly, the problem is I find that support seem to go through a flow chart and if your problem doesn't fit they're not interested. Telling me to compact the database and the upload is obviously not the right response anyway! It would help if I could completely refresh the website - overnight due to its size - but it just freezes after around a hour.

I know that my problem is weird and has no logic to it - but I thought that's what I have paid Actinic Cover for - for over 5 years!

It's a pain - especially as switching to another application would take days to do and this is our busiest time of the year.