Protx Changes from August 1

[auztin100]

Thanks,

From what I understand is that us VSP FORM users had nothing to do on the actinic side, so that excuse seems a bit lame !

I understand that perhaps actinic are having trouble getting information from Protx, but seeing as this planned upgrade (that obviously went completely wrong on protx end yesterday) surely all this would have been already to go !

I wonder if the 2 companies realise how much money and extra work they have cost all of us yesterday ! Along with Royal mails strikes, we have probably lost a large amount of customers, and many that will spread the word about our sites, and never ever return !

Agreed the emails make our company and many others look amature, and completely confuse the buyer.

Hmm just not cricket actinic ! can we have the updates ASAP please.

Best Regards.

[Bruce]

Ok, I have answered the thread Tracey pointed to. I will give you an explanation of the situation here too.... ( I feel like all I have been doing is this !!!)

The integration between Protx and Actinic was written by Protx. They failed to keep us informed or to update the interface they wrote when making all these changes to their system. We have been in touch with them and offered to put the changes in place if we are told exactly what needs to go into the integration to make it work with the new system.

The order details on the 'Transaction' page appears blank because the cart details were never passed to Protx in the integration at any point of time. The new system allows for it and will perhaps work at some point in time in the near future once we have heard from Protx.

To the best of our knowledge all the old urls should work as they used to, but will not as long as the system is down. PROTX have assured us that no immediate changes were required for their upgrade so any problems encountered are on their side. We are monitoring the situation but until PROTX sort out their system we can not do anything and indeed, according to PROTX, need not do anything.

Kind regards.

[Darren B]

Mind you, I haven't received any customer Protx emails from the test orders I've placed, only the merchant copies.. I'm not sure why that is

T do you have SPF turned on on your mail server, i had emails rejected because PROTX were spoofing my domain to send emails

As for the other comments, the changes required by actinic, the way i see it, did not need to be done before yesterday and PROTX would handle both old a new scripts. But i think PROTX buggered something up and had to make major changes to get the system live again thus this probably impacted on the running of the old scripts, just my opinion

D

[Darren B]

Thanks Bruce, i was still writing my reply and by the time i finished it, you popped in

Cheers
D

[TraceyHand]

T do you have SPF turned on on your mail server, i had emails rejected because PROTX were spoofing my domain to send emails

ermm...I dunno. I'll check and see

[edit] no...it's off. not sure why I didn't get a customer confirmation from Protx actually. Everything bounced back ok, payment was fine (if rather slow to authorise...no 3d secure as yet (still waiting for Streamline ))

I got the merchant email telling me about the payment...but not a customer one...very odd. Hope that doesn't apply to my customers too [end edit...but subject to further additions]

[siwalker]

until PROTX sort out their system we can not do anything and indeed, according to PROTX, need not do anything.

I just called Actinic, on the expensive waste of time that is Actinic Cover, to be told that this was being worked on as a matter of priority. Perhaps you should update the frontline support staff.

simon

[auztin100]

Ok, I have answered the thread Tracey pointed to. I will give you an explanation of the situation here too.... ( I feel like all I have been doing is this !!!)

Thanks, I'll get on to protx then ! surely you understand everyones panic, while you have been "doing this !!" all of us have been running around panicking wandering what is happening to our business and livelyhoods, surely answering posts regarding this matter is your job ??

Anyway, thanks for the info.

Best Regards.

[jxm28788]

Ok, I have answered the thread Tracey pointed to. .

if we're talking about this one then I'm not sure that was the answer she was looking for, although it looks like you've answered part of it below.

To the best of our knowledge all the old urls should work as they used to

Yes, PROTX have stated this, they have also stated that we should move to the new URLs because the redirects on the old URLs will cause delays.

So, just to clarify, am I correct in thinking that:

1) The URL changes need to be made by Actinic and we don't need to take any action

and

2) Actinic have NOT made these changes yet and we are all still running off the old, slow, redirected URLs? (which, we've established, do work but aren't ideal)

[Bruce]

1) The URL changes need to be made by Actinic and we don't need to take any action

and

2) Actinic have NOT made these changes yet and we are all still running off the old, slow, redirected URLs?

for 1) ... If there are changes to be made, these will be via the interface and will not require users to make any changes to the script/template other than people who use 'PREAUTH' as that needs changing to 'AUTHORIZE'.

for 2) ... We are currently still running on the old URL's. This is because we are waiting for Protx.

Kind regards,

[Bruce]

while you have been "doing this !!" all of us have been running around

I understand the situation well and in no way did I mean I did not want to post here or that it was too much to do. You should be on the support line to know what I am talking about but thats our job

Kind regards,

[auztin100]

I understand the situation well and in no way did I mean I did not want to post here or that it was too much to do. You should be on the support line to know what I am talking about but thats our job

Thanks Bruce, I understand

[Posh Eyes]

We are monitoring the situation but until PROTX sort out their system we can not do anything and indeed, according to PROTX, need not do anything.

Kind regards.

I have got an email from Protx's CEO to say that their system is now hunky dory. Does that mean that Actinic should be looking at how to resolve the problem with the blank details on the transaction page returned from Protx? Who has responsibility for this integration? I'm not happy about reverting back to taking payment through Protx until customers have an email from Protx which tells them what they've purchased!

[TraceyHand]

I'm not happy about reverting back to taking payment through Protx until customers have an email from Protx which tells them what they've purchased!

in all fairness, the Protx payment email never did contain details of the order so this is no change from before.
It's just that the "items ordered" section of the customer email is more detailed now and is more noticeable as being blank than before.
It doesn't affect the ordering process in any way. Admittedly, if may confuse the occasional customer but only AFTER the order has been placed etc so a simple explanation (if asked) is easily given.

It's hardly a reason to not use Protx with Actinic, IMO

[Darren B]

I agree, i have had emails confirm protx payment so i see no problems in using it

D

[mccanm]

Protx not directing back to display receipt page

We are still getting lots of transactions getting to the rolling blue scroll bar on protx with the authorising with the bank page and then timing out with a HTTP 500 error and not redirecting back to display our actinic receipt page.

the transactions come through fine in VSP admin but the confirmation email does not generate and the customer does not see a receipt so they place the order multiple times.

Anyone else still seeing this we are on V7 and using preauth