ShopSite Pro v10r7 Hangs

[bobthebuilder]

I'm not sure when this started, but when a customer gets to the Confirmation screen when checking out, when he/she clicks "Submit Order" ShopSite seems to hang. The receipt screen never shows and in the web browser it says it's trying to load the thankyou.cgi page/script. I've disabled and enabled my customer Order API script. I've enabled/disabled the Screen Receipt for Buyer option all to no avail. Now here's the kicker, the order IS being processed because when I log into my merchant account I can see the transaction. This is on a website that I only deal with a few times a year so I'm not sure what or if the owner has done something. I'm at a loss. Any suggestions?

[robm]

Does the order appear in the backoffice of ShopSite? If it does, then a few things you can check:

- Is the cart template setup correctly with a "DEFINE ThankYou" section that is correct?

- Make sure no order APIs are enabled.

- Is the merchant's emails address under: Preferences -> Hosting Service
setup correctly and a valid address

- Check the web error log for errors.

- Try temporarily switching the gateway to manual/offline and place a test order and see if it goes through. If it does, then it's likely the gateway sending back a response ShopSite cannot process.

I'd also recommend upgrading to the latest 10 SP2 version in case a bug fix was released.

Rob

[bobthebuilder]

The order does not appear in the back office. Any other suggestions? I'll look into upgrading to the latest version. Thanks for your reply.

[robm]

Try temporarily switching the payment processor in ShopSite under:
Commerce Setup -> Payment

to "offline" and try a quick test order with the test Visa number (4 followed by fifteen 1's). If that works, then it's an issue between your gateway and ShopSite most likely.

Rob

[bobthebuilder]

Okay that worked. For my payment processor I'm using "PayPal Payflow Pro version 4". Are there any known problems with this processor?

[robm]

We have many ShopSite clients using Payflow Pro in ShopSite without any issues. It's possible that a bug was fixed in a newer version, so upgrading to 10 SP2 would be the best thing to do to see if that resolves it.

You should also verify all the settings in ShopSite are correct for Payflow Pro.

In the interim, you could leave the store on offline mode, and manually process credit cards in the PayPal virtual terminal until you can upgrade.

Rob

[bobthebuilder]

Thanks for your help again. I will look into upgrading the ShopSite software.