SecureHosting and 'Invalid Signature'

[nka]

I've come in this morning and started to receive an 'Invalid Signature' error message and PSP payment record not being downloaded. Our PSP is SecureHosting.

I've tried to speak to them but no one from Support will come on the line. Finally, they got someone from Sales to call back with the message:

'Its a problem with Actinic not with us. Talk to Actinic as we haven't changed anything' He also mentioned that a number of Actinic users have called with the same problem but that support wouldn't take their calls and would instead just be relayed this message.

Not helpful, especially the claim that they've not changed anything as it doesn't make sense that independent Actinic installs suddenly all get the same error msg at the same time if they have left everything the same.

Has anyone else using SecureHosting managed to find out how to fix this?

[Sean Williams]

We have what is in effect the same issue - none of our websites can connect to the Securehosting secure server.

We get this error:
You tried to access the address https://www.secure-server-hosting.co...an/actinic.php, which is currently unavailable. Please make sure that the Web address (URL) is correctly spelled and punctuated, then try reloading the page.

Just trying to connect to https://www.secure-server-hosting.co...an/actinic.php straight from a browser (so bypassing Actinic) produces the same result.
Can't see how this can be an Actinic issue as nothing has changed on any of our websites

[robwill]

I received the same response from securehosting. It can't be anything to do with actinic, can it?

[Sean Williams]

Another example of the power of the forum - it's all working again within 10 secs of my previous post!

[nka]

I received the same response from securehosting. It can't be anything to do with actinic, can it?

Having spent a good time this morning reading how this same problem was dealt with by other PSPs, it may well be we need to make some changes in Actinic but I think we need input from SecureHosting before we work out what it is we need to do. A blanket denial from them that anything has changed is ridiculous and extremely unhelpful.

I wonder if it could be linked to their data centre migration somehow? Not sure why that would impact but does seem to be a coincidence that this has happened at the same time.

[nka]

Another example of the power of the forum - it's all working again within 10 secs of my previous post!

Still not working here

[Sean Williams]

Still working.
Perhaps clear your cache Chris ...?
(I could be talking rubbish of course )

[robwill]

Another example of the power of the forum - it's all working again within 10 secs of my previous post!

I've noticed https://www.secure-server-hosting.co...an/actinic.php is back up.

But the authorizations are still not working!

[moncom]

Hi

I too can confirm it is a problem purely with Secure Hosting. We also use Protx (SagePay) and it works fine today - for a change.
Approx 13:00 today we were unable to access any Secure Hosting URL. I assume they were restarting all their servers.
We won't be attempting to use SH for payment processing for the rest of today so can't confirm if the problem is fixed yet.

Just for context, this is the first time in 3 years we've had an inexplicable problem with SH, and they've always been quick to send emails if they've had a brief outage, so I am more than surprised they refused to acknowledge this problem.
Protx, on the other hand, have more downtime and more useless tech support than any other organisation in the country.

Mark.

[nka]

I agree that they are normally very helpful which is why the response has been so puzzling...

[robwill]

It is now working! Saves checking payments by hand

[nka]

Maybe they're fixing accounts one by one as still no luck here.

It's one of those days where I needed everything to work smoothly and everything has collapsed around my ears

[nka]

Hmm, seems to be working for me now. Quite odd but happy that is working at least!

[shosting]

Message from SecureHosting

I work for SH and would like to shed some light on this....

As announced to our customers previously, this morning at 5am we migrated our systems to a new data centre and new servers. As a result of some configuration issues on our infrastructure, our systems failed to return the correct signatures back to clients actinic sites. This has now been resolved.

These issues would not have prevented payments taking place, but would have resulted in the full payment details not being updated into actinic. We apologize for the delay in resolving this issue, which was because of issues in navigating the actinic procedures in that initial responses indicated it was a merchant side issue.

As I say, the underlying problem has been resolved, but if anyone has outstanding issues please contact us on 0870 241 2236 and we will treat it as priority. Apologies to anyone who did not feel they were getting the level of support that they needed on this.


Regards
Jon

[Sean Williams]

Thanks Jon - appreciated.

I did make an email fault report and have not had an acknowledgement or reply and was beginning to feel a little left out