Payment issues

-- url of the page with the problem -- : www.backyardfarmer.co.uk
-- HikaShop version -- : business
-- Joomla version -- : 3.4.4
-- Error-message(debug-mod must be tuned on) -- : tx code

From cart - going to Sagepay, either sagepay rejects because TC code error - MALFORMED 4001 or goes through and takes payment but does not confirm to customer - going to blank page. Does not confirm back to hikashop orders page either, so we do not know customer has paid. Customer does not get confirm email, we do not get confirm email, but payment has been taken when checked on sagepay login.

Have just upgraded to Hika Shop Business, never had any of these issues before with the MALFORMED or Vendor TX Code 4001 - error first happened on 9 October.

Hi,

Please edit your SagePay plugin configuration and re-save it.
If the problem persist, we will require a screenshot of your configuration (where you can remove/hide your credentials).

Regards,

Hi,

I can appreciate the TX code refusal from Sage Pay as it's likely that the same code is sent when I try to repeat the order given that the initial order is not completed successfully - the transaction status in Hika shop doesn't change from "created" to "confirmed". I presume that once the token from SagePay is received; Hika makes the change from "created" to "confirmed". This doesn't happen.

Also DEBUG is turned on, but doesn't log any information - any ideas? I've attached the SagePay config section and also the Files config where the Debug Log file is defined.

If you need any other screen shots or information please let me know and I'll see what I can capture.

Thanks, R.

Hi, not had a reply back yet. Really concerned as we are unable to get successful payments on our website. This is really urgent now if you can please help sort out the issues as a matter of urgency. Thanks R

Hello,

First of all, a new version of the SagePay plugin that correct the "log bug", as the plugin will now fill your log.
You will find it attached with this message, just install it to update.
But, I believe that your trouble isn't in the plugin side...

Lots of people use this plugin, and when I look how classical your configuration is, I think that your trouble is from your server.

It seems that your plugin don't receive the notification from SagePay, that's why your order status don't change.
So, what you will do is :

-Enabled the "HikaShop Payment Notification plugin" which you will find here : Extensions -> Plugins
This plugin can in some case help in this kind of issue...

-If not, look for your server log, see if Sagepay notifications aren't blocked by your server configuration or else.
And make useful change in your server parameters (maybe some help from SagePay will be required )

Regards,

Hi Philip,

Thanks for the updated SagePay code. I've copied that onto the production site and still got no further, no logging, and no success with the transactions to SagePay.

As a work round I have configured PayPal to take payments as an interim fix, but I desperately need to revert to SagePay as quickly as possible. Is there anything else you can suggest to fix this problem? If you need more information of screenshots please let me know.

I'm planning to backup the production site and restore it to a DEV site tomorrow so that I can take "clean" payments on the production site whilst trying to fix the DEV site. If you need access to the DEV site I can arrange that tomorrow.

Thanks, R.

Hi,

Please check your HikaShop payment log in order to see if you do not have any useful data which could help us to understand the issue.
One other thing you can do, is to test a transaction without the "send basket" option activated.

Regards,

Hi Jerome,
Unfortunately even with the new SagePay code applied there is nothing whatsoever in the Payment Log, as I mentioned earlier.
The Send Basket Option was initially switched off before we started to get the problems, we've recently switched it on to see if we saw any other information. Unfortunately, both setting don't give a successful transaction.
....anything else we can try?
Kind regards,
R.

Hello,

I m quite surprise that we didn't progress... We will check together two points :

- the payment log (or shorter the log file) must be fill by the payment plugin IF the debug is on "Yes".
Most important, have a see on this log tutorial here , to be sure that we speak about the same thing.

- Second and important point, don't remove directly your files from your website with an ftp program (like Filzilla) but update it just by install it again, like the first time you install it.

If issue remains :

If you see that your log file is fill by your Sagepay plugin send it to me with the "Contact Us"
And send me the error screenshot.

Regards,

Reinstalled Business v2.6.0 on DEV site, Ran a test purchase, still getting no confirmation change from SagePay (Created not changed to Confirmed)

1st try it went to Malformed.

2nd try, Cleared settings etc and next order went through to sagepay, payment went through, no email, no change on administrator and error showing as customer below: ByF2015-10-24#1

Any suggestions as to what's wrong and where to fix?

Log file is DEV-2015-10-23.log

Regards,
R.

Log file sent via "Contact Us"

Subject: www.hikashop.com/forum/payment-methods/8...t-issues.html#218338
Regards,
R.

Hello,

Unfortunately I can't find any clue of your issue...
Please follow this steps :

-Can you install this plugin version (Sent by email) AND let debug mode on "Yes".
- Check your password for be sure.
- Process a test
- Send me, all the log file (don't just copy in the email)

Regards,

Hi,

We've downloaded your new SagePay Code, installed it on the Production website BackyardFarmer.co.uk , changed the name of the Log File to identify a new starting date (for our purposes), ensured that DEBUG is ON, and still get the MALFORMED messages and no change in the status after a test payment to SagePay. The LOG is attached.

We need a solution urgently as we are losing custom whilst this issue remains.

Thanks,
R.

Hi,

I'm sorry but there is no log attached to your message.

Regards,

Log File attached and sent via Contact Us with this TAG #

New addition to LOG file following attempt by customer to process a payment.
Hope this gives you a clue to what the problem is.

We had left the sagepay button enabled and a lady has just ordered this morning, VIA SAGEPAY, but same issue, payment gone through, no emails to us or customer and website admin not updated, so can you send another file with this sale in too. It could be helpful.





Regards,
R.

Hi,

With the last version of the plugin that Philippe gave here, there is some new debug information written in the log when there is a Payment notification for SagePay.
But, for the log files you sent, there is no mention of that debug information.
Please also note that your last post contain a empty log ; so it is not helpful at all.

Because we are not able to reproduce your issue in our local/test website and the data you sent us is incomplete, we can't provide any fix or explanation for your issue.
So, if you're not able to perform the tests and send us the log data ; I think that we will need some backend credentials for your website in order to perform these tests ourselves.
A backend account with the right to install a plugin will be useful, so we could update the SagePay plugin if required.
You can use the "contact us" form to send us such kind of private information.

Regards,

"GOD" account created for you, details in contact us.

Looking forward to your success,
Regards,
R.

Hi,

By just looking in the HikaShop Payment log, it is possible to see that data:
I also made a test where I just cancel when I arrived in the SagePay website and it generated that data:
For sure I can't explained the element in your log where the crypt data is fully empty But like Philippe wrote in a previous message ; having a look in your web-server log will be the best in order to know who call the notification URL and with which arguments.

Just in case, we added an extra parameter in the cancel url given to SagePay ; but that URL also contain the crypt data when used, as my test transaction show that.

Now I recommend you to see with SagePay support team about your used VendorTxCode.
Because the message which we can see in your log indicate that you have an issue with non unique order id

The VendorTxCode has been used before. All VendorTxCodes should be unique

Regards,

Thank you for your help so far and I have now passed all this info on to Sagepay in the hope that they can resolve any issues from their end, and I will copy any information back to you also
In the meantime if we continue to have these problems, we will have to try a different payment gateway, but cannot find any information to who else we could use. Can you please point me in the right direction to see which other payment gateway providers we could use as a UK based e-commerce website. ie Worldpay etc. We had tried to use barclays before but there does not seem to be any plug in for hika shop which support barclays. This was quite a surprise considering they are such a world wide bank.

Thankyou