Geoff @ Sexy Sockets

[geoff]

Hello everyone,
After running smoothly until the 13th of last month, our site will not now transfer you to the PSP to take payment from the cart, the orders still come through but no payment. We can use the VSP terminal at the bank to take payments and the bank tell us that the problem is not at their end, but from the service provider who tell me that they can find no problem at their end of things.Nothing has been altered by us and when we installed a snapshot taken weeks before the problem started it gave the same result, not transferring to the bank. Does anyone have any ideas please? Kindest frustrated regards, Geoff.

[Kiran]

Hi Geoffrey

Please Try this,
1. Delete Act_OCCPROTXTemplate from C:\Program Files\Actinic Ecommerce... \Sites\Site1(or the name you have given it)\CommonOCC

2. Copy Act_OCCPROTXTempalte from C:\Program Files\Actinic Ecommerce... \OCCUpgrade\CommonOCC and paste it into the Site1 folder.

3. Refresh your website

Hope this helps Cheers

[geoff]

Hello again,
thank you for your reply and advice but the problem remains after trying the code changes, customers remain stuck at the psp transfer page. I have spoken to our bank twice (PROTX) who say the problem is with our service provider.Our service provider (NET_EFFECTS) tell us the problem is with the bank but will try to help us by providing a NEXT button at the psp page.This leaves me in the middle not knowing what the problem is or who if anyone is responsible for fixing it.Another problem we have is with our web-stats.These are WEBALIZER stats provided through NET-EFFECTS but have not up-dated since the 25th of last month.We have been re-assured several times over many weeks that this should not be the case, but the situation remains the same. Could this problem be related? Is the main problem within the actinic model?
Any advice will be gratefully received.
Yours once more, Geoff.

[cdicken]

Geoff

This sounds like quite an in-depth problem, so I suggest that you register an email support query at http://www.actinic.co.uk/support/register.htm. Mention this thread address when you fill in the form.

Someone can then test your site and see if there are any issues.

I have to say that when a site stops working for apparently no reason, in our experience nice times out of ten it is due to some server maintenance performed by the web host.