Actinic Payments - certificate expired message?!

[scottydog]

Hi

I have had a couple of customer now say that they go to pay with Actinic Payments and are getting a certificate expired warning. They ignore that and go to the payment screen but cannot complete the payment screen. I dont have the detail at this point but what is consistent is that both calls in the last 2 weeks have been from people using macs, and safari.

Has anyone else had something similar, and any suggestions on what I should investigate or ask of the customer.

Thanks,

Scottydog

[richard2005]

Actinic Payments expired certificate

Tried my site last night on my home PC to make a payment as sales had stopped about 5 days ago and when i get to the Actinic payment section it tells me that the certificate has expired and not to enter.

At work both computers show it to be OK. All computers home and work are working on XP and using IE7 and above.

Is this a bug and is this why my sales have slowed down.

Anyone else having the same problem.

Richard

[Golf Tee Warehouse]

Another forum member reported the same problem yesterday in another thread, see here: Actinic Payments - certificate expired message?!, although only seems to occur with Mac users using Safari.

As an Actinic Payments user myself I would be interested to here if Actinic can confirm if there is an issue that might need sorting.

[Golf Tee Warehouse]

Interestingly Actinic mention in a thread back in November that the Actinic Payments certificate was fine through to Feb 2010, I assume these have been renewed

See post #5 in this thread:
http://community.actinic.com/showthread.php?p=290850

I have gone through to AP on my own site and the certificate is showing as valid from 27/01/2010 to 28/01/2012 and this is on IE7 with Win XP.

I also had two TEST purchases from Actinic this morning so perhaps they are investigating one or more reports of a problem.

EDIT: I have also now checked my site on FF3, Chrome and Safari without any warning messages.

[cbarling]

Yes, there have been some reports of problems in a very small minority of cases. These are currently being investigated. I can confirm that Actinic's certificates are (as seen above) fully up to date.

Chris

[scottydog]

Any update on this, as that still doesnt deal with the customers concerns, and 2 actually telling me, as we all know, means more have just avoided.

Constantly reviving Business Plus, I thought AP was actually one thing I didnt have to worry about. Until now.

thanks

Scottydog

[Darren]

I gave the site a try with Safari 4.0.4 on a MAC and did not see an error my side.

Perhaps you could get the customer to take screenshots of each step they are taking, along with the version number and O/S their MAC is using

[Darren]

We believe it is a browser related issue and we are investigating as we speak. It is likely other PSPs are affected.

Will keep you posted

[wesleythorne]

Today I have just had a customer abort and they emailed to tell me they recived an out of date message

i quote

Unfortunately when I came to the payment page on your website, my browser told me that the security certificate was out of date and I was at risk if I were to input my details. As yo can imagine I was not prepared to take this risk and therefore purchased elsewhere.

This was an actinic payments page

Any comment actinic ?

Wesley

[wesleythorne]

Just spoke to my customer and they were using Safari web browser on OSX

Wes

[Darren]

I'm just checking with the team, I'll post back when I have news.

[Darren]

Do you know if this customer has paid with Actinic Payments before? We have recently renewed the certificates. There is a possibility that it is being cached at machine level. Whilst it doesn’t talk about Macs, there is an example at http://social.answers.microsoft.com/...4-ad66655820f8
It seems that Internet Security applications were causing the problem.
If the customer has never paid with Actinic Payments, then this is unlikely to be the problem.

Hope this helps.

[wesleythorne]

hi it was a new customer, never shopped before
yes it was actinic payments

[wesleythorne]

dont forget the users were all on OSX (mac) not windows machines

[Darren]

Hi Wesley

It didn't have to be on your site, they may have shopped on another site that uses Actinic Payments?

When I tried on a Mac, I didn't get an issue you see.

I'm not up on Macs to be honest, but perhaps they too can suffer from the caching problem as described earlier.