Problem with Actinic V8 and Nochex

[Gary Hepburn]

I have recently experienced an increasing number of customers with failed payments on our site we use Nochex which has up to now worked perfectly. Nochex tell me that teh users are not getting through to their site, and the users have not been able to provide me with a clear description or error message of what is happening. Is there any log file created that I can view or download that records all order and payment attempts so I can get a better idea of what is going wrong.

Thanks

Gary
www.KnickersRus.com

[TraceyG]

Hi,

I've just tried a test order (it should download into your PSP Pending tab) and didn't get an error so there doesn't seem to be a problem getting to the Nochex site. Have you tested it and been able to recreate the problem? You could see if there are any errors recorded in your 'error.err' log (Help | Troubleshooting | View Error Log). Alternatively, you could check your server logs to see if they have recorded anything. It would be difficult to diagnose without knowing what error your customers are receiving.

[Gary Hepburn]

Tracey

Thanks for this advice. Have tried to look at the error log and it comes up as "page cannot be found" in my browser. I gues this suggests the error log has not been set up somewhere, can you advise how I can rectify this. thanks

Gary
KnickersRus.com

[TraceyG]

the error log and it comes up as "page cannot be found" in my browser.

That would suggest that one hasn't been created because there haven't been any Actinic generated errors. As I said before, it is very difficult to diagnose this without knowing what errors your customers are coming up against. If you can get the exact steps of where it is going wrong for your customers then we can look into it. Things that would be useful to know from your customers are:

- operating system on the pc they are using
- browser version
- if they are running any firewalls on the pc
- where it fails (ie which page of checkout)
- exact error messages