Payment Log file not working

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9 years 8 months ago #218816

-- HikaShop version -- : 2.6.0
-- Joomla version -- : 3.4.5
-- PHP version -- : 5.5.27
-- Browser(s) name and version -- : 11.0.9600.18054
-- Error-message(debug-mod must be tuned on) -- :

I'm up against that horrible Authorize.net error that says:

An error occurred while trying to report this transaction to the merchant. An e-mail has been sent to the merchant informing them of the error. The following is the result of the attempt to charge your credit card.

This transaction has been approved.

It is advisable for you to contact the merchant to verify that you will receive the product or service.


The transactions are going through, but my client's customers are not seeing the Thank You page and they're frightened. I have checked and rechecked the settings, and everything else is working.

I tried turning on the Debug mode, which Authorize.net honors, but your Payment Log File is not working. First I had to create the folders (since they didn't exist), and then I created an empty file, and then I put 0777 permissions on it. Nothing works. I cannot even see why I'm getting the error.
  • I have already followed the steps in the tutorial to find the log file.
  • I have already tried everything you reference in your documentation for PayPal to debug errors
    • .
Nothing is working.

What's going on here? I've spent at least 15 hours on this and I'm not making any progress.

Help, please.
Toolie

Last edit: 9 years 8 months ago by toolie.

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9 years 8 months ago #218825

Hi,

The fact that the payment log file is not written automatically by HikaShop is normal in your case. That payment log file will be filled by HikaShop when the payment notification from your payment gateway is received by HikaShop. Since HikaShop doesn't receive it, it doesn't write anything in it.
This actually just confirms that the problem is not in HikaShop. The problem is coming from something else, on your website or web server which prevents the payment notification of your payment gateway to reach HikaShop.

As you say, in such case you want to follow this documentation:
www.hikashop.com/support/documentation/i...or.html#notification
It's probably coming from one of these points. If you follow the instructions there, when the payment log file is not written, the next step is to look at the access log of your apache web server for the payment notification URL of your payment gateway in order to see if your web server is receiving the payment notification and if so is there a problem with it.

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9 years 8 months ago #218910

Let me add to this:

  • Receipt emails from HikaShop with payment details are being triggered and sent.
  • Emails triggered by another plugin upon successful payment are also going out.
  • PayPal is displaying the Thank You page and triggering the email as well.

The only thing that isn't working is the Thank You page. What code path does Authorize.net take that PayPal does not take, to trigger the Thank You page?

Toolie

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9 years 8 months ago #218986

Hi,

That seems strange.
Here is the process:
- after you entered you credit card information and validated on authorize.net, authorize.net will send a payment notification to HikaShop.
- when HikaShop receives that payment notification, it writes many things in the payment log if the "debug" setting is activated
- at that point HikaShop also confirms the order and send the notification emails it
- and finally, it also outputs the HTML of the thank you page
- Authorize.net get that HTML and then displays it to the customer

So I don't see how it's possible that you get the orders paid by authorize.net confirmed if you don't get any payment notification triggering HikaShop.

PayPal and Authorize.net will use a different payment notification URL.
It's basically:
index.php?option=com_hikashop&ctrl=checkout&task=notify¬if_payment=paypal&tmpl=component
and:
index.php?option=com_hikashop&ctrl=checkout&task=notify¬if_payment=authorize&tmpl=component

If you open the URLs on your browser, they should both display nothing.
And both URL will then call the function onPaymentNotification of the file plugins/hikashoppayment/paypal/paypal.php (or plugins/hikashoppayment/authorize/authorize.php for authorize.net) where the payment notification is handled by each plugin.

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9 years 8 months ago #219007

nicolas wrote: Hi,

That seems strange.
Here is the process:
1 after you entered you credit card information and validated on authorize.net, authorize.net will send a payment notification to HikaShop.
2 when HikaShop receives that payment notification, it writes many things in the payment log if the "debug" setting is activated
3 at that point HikaShop also confirms the order and send the notification emails it
4 and finally, it also outputs the HTML of the thank you page
5 Authorize.net get that HTML and then displays it to the customer

So I don't see how it's possible that you get the orders paid by authorize.net confirmed if you don't get any payment notification triggering HikaShop.


Well you yourself said it: these 3 steps DO happen on my site:

1. after you entered you credit card information and validated on authorize.net, authorize.net will send a payment notification to HikaShop.
2. when HikaShop receives that payment notification, it writes many things in the payment log if the "debug" setting is activated <-NOT happening
3. at that point HikaShop also confirms the order and send the notification emails it

We're failing at Steps 2 (writing the payment log) and 4 above (the obtaining and displaying of the Thank You page). I kept the emails that show that part is working.

What do you suggest? Do you want to log in and look around? We are at a standstill until this is resolved.

Toolie

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9 years 8 months ago #219030

Hi,

The thing is that the code for writing in the log file is just before the code confirming the order and the redirection code display is just after.
So it's technically impossible that it skips the code in the middle.
Maybe there was a fatal error somewhere in the process.
Please look at the PHP error log of your web server for any potential fatal error message related to that.
Also, I still recommend that you check your apache error log for the HTTP response code of the payment notification URL. That will help understand the situation.

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9 years 8 months ago #219138

  • There were no error messages in the Apache logs; I checked.
  • The Payment Log did not get written; I double-checked the filename and made sure it had the correct group/owner and was writable.

There is a new wrinkle in all of this: there appears to be a bug over at Authorize.net that came up September 9th. One of the other writers of Authorize.net plugins brought this to my attention: they had to change THEIR plugin because of the bug, and now theirs is working correctly. Here is the link, and his comment:

This may help:
community.developer.authorize.net/t5/Int...ed-to-all/td-p/52099
We have to change our own plugin because the relay response URL was too long.


There's quite a bit of detail there which may be helpful to you. Can you please take a look? I would like to be able to deliver a solution to my client and continue using your product.

Toolie

Last edit: 9 years 8 months ago by toolie.

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9 years 7 months ago #219147

Hi,

The apache access log doesn't contain any errors. It contains the list of all the URLs accessed on your web server.
There, you'll find the payment notification URL calls of your payment gateway. If you don't find them, it means that your payment gateway is not sending payment notifications to HikaShop but I don't see how that's possible.
So you will find the notification URLs there, and along with them, you'll get the HTTP response code and some other information. That way, you'll be able to confirm that the URL is called or not and some basic information on what's going on.
Please provide that.

Also, the apache error logs displays the errors of apache, that's also not relevant to your issue. You want to search for the PHP error log, where the errors of PHP (and not apache) are written. That's where you'll find a fatal error for payment notifications if any.

Regarding your link, that's not relevant since that was patched on our end on the 20th of August and thus if you use HikaShop 2.6.0 you definitely already have that patch and the problem cannot come from that. It's even not possible that it would come from that as if you got that problem, you would get a payment notification email telling you that the security hash doesn't match, and you would get debug data in the payment log file. So it's definitely not coming from that.

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9 years 7 months ago #219336

Hi Nicholas, if you look closely at the link from the Authorize.net community website, you'll see that the issue was raised by the Authorize.net customer on September 9th. I'd appreciate it if you could follow up anyway, just in case.

Here are the entries from the Apache access_log for one of the orders I used as a test.

50.243.98.61 - - [29/Oct/2015:00:06:57 +0000] "GET /component/hikashop/checkout HTTP/1.1" 303 -
50.243.98.61 - - [29/Oct/2015:00:06:57 +0000] "GET /component/hikashop/checkout?Itemid=750 HTTP/1.1" 200 12776
50.243.98.61 - - [29/Oct/2015:00:06:57 +0000] "GET /media/com_hikashop/images/delete2.png HTTP/1.1" 200 398
50.243.98.61 - - [29/Oct/2015:00:06:57 +0000] "GET /media/com_hikashop/upload/thumbnails/100x100f/webinars.png HTTP/1.1" 200 6349
50.243.98.61 - - [29/Oct/2015:00:06:57 +0000] "GET /webinars/continuing-education-webinars?task=accounts.paymentpage&gateway=hikashop&amount=1&rsvpid=4&invoiceid=26&619935a1454864794db55ac2177992b5=1 HTTP/1.1" 303 -
50.243.98.61 - - [29/Oct/2015:00:06:58 +0000] "GET /media/com_hikashop/images/line.png HTTP/1.1" 200 173
50.243.98.61 - - [29/Oct/2015:00:06:58 +0000] "GET /media/com_hikashop/images/step.png HTTP/1.1" 200 845
50.243.98.61 - - [29/Oct/2015:00:07:10 +0000] "GET /media/com_hikashop/images/payment/MasterCard.jpg HTTP/1.1" 200 805
50.243.98.61 - - [29/Oct/2015:00:07:10 +0000] "GET /media/com_hikashop/images/payment/PayPal.jpg HTTP/1.1" 200 808
50.243.98.61 - - [29/Oct/2015:00:07:10 +0000] "GET /media/com_hikashop/images/payment/VISA.jpg HTTP/1.1" 200 779
50.243.98.61 - - [29/Oct/2015:00:07:10 +0000] "POST /component/hikashop/checkout/task-step/step-2?Itemid=750 HTTP/1.1" 200 9770
50.243.98.61 - - [29/Oct/2015:00:07:15 +0000] "-" 408 -
50.243.98.61 - - [29/Oct/2015:00:07:16 +0000] "-" 408 -
50.243.98.61 - - [29/Oct/2015:00:07:29 +0000] "POST /component/hikashop/checkout/task-step/step-3?Itemid=750 HTTP/1.1" 200 9778
50.243.98.61 - - [29/Oct/2015:00:07:35 +0000] "POST /component/hikashop/checkout/task-step/step-3?Itemid=750 HTTP/1.1" 200 8298
50.243.98.61 - - [29/Oct/2015:00:07:37 +0000] "GET /images/LCA-Logo-CartHeader.png HTTP/1.1" 200 10850
50.243.98.61 - - [29/Oct/2015:00:09:28 +0000] "GET /media/com_hikashop/images/icons/icon-48-order.png HTTP/1.1" 304 -
50.243.98.61 - - [29/Oct/2015:00:09:28 +0000] "GET /media/com_hikashop/images/mail/footer.png HTTP/1.1" 304 -
50.243.98.61 - - [29/Oct/2015:00:09:28 +0000] "GET /media/com_hikashop/images/mail/header.png HTTP/1.1" 304 -
50.243.98.61 - - [29/Oct/2015:00:09:28 +0000] "GET /media/com_hikashop/upload/thumbnails/50x50fsO/webinars.png HTTP/1.1" 304 -
There is a 2 minute gap between checking out and opening the confirmation emails: the last 4 lines are images being pulled into the emails. I received a Hikashop "created" message and an Authorize.net transaction receipt, but I did not receive the Hikashop "confirmation" email. Also, the Hikashop payment log was not written, but the transaction WAS approved.

There were no php entries in the php log at all that day. There were 2 PHP errors reported in the Apache error_log about 30 seconds before the Hikashop portion of the transaction began:
[Thu Oct 29 00:06:11.795649 2015] [proxy_fcgi:error] [pid 31220:tid 139870357935872] [client 50.243.98.61:62515] AH01071: Got error 'PHP message: PHP Notice:  Undefined property: FrontSessionsViewSessions::$catlist in /opt/bitnami/apache2/htdocs/components/com_rsvppro/views/sessions/tmpl/overview.php on line 67\n', referer: http://www.[mydomain].com/
[Thu Oct 29 00:06:21.904809 2015] [proxy_fcgi:error] [pid 31220:tid 139870299186944] [client 50.243.98.61:62519] AH01071: Got error 'PHP message: PHP Notice:  Undefined property: FrontSessionsViewSessions::$catlist in /opt/bitnami/apache2/htdocs/components/com_rsvppro/views/sessions/tmpl/overview.php on line 67\n', referer: http://www.[mydomain].com/index.php?option=com_rsvppro&task=attendees.overview&atd_id[]=4|0&repeating=1&Itemid=254

I would be happy to forward to you the Hikashop Created and Authorize.net Transaction emails I did receive so you can compare what was sent with what you see in the log above.

This issue remains unsolved, and my client is still unhappy. What can we do to resolve this, please?

Toolie

Last edit: 9 years 7 months ago by toolie.

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9 years 7 months ago #219368

hi,

So, based on your apache access log, there is no payment notification reaching your web server.
Could you provide a screenshot of your authorize.net payment method settings ?
Because this would indicate that you purposefully turned off the "Allow payment notifications from %s" setting of it.
And thus you're telling authorize.net to not send payment notifications to your server.
Or something else is blocking payment notifications before they reach your server (like a firewall of your hosting company).
Or authorize.net is not sending payment notifications for some other reason (checking with the authorize.net support would be good).

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9 years 7 months ago #219477

I checked with the people who put together the LAMP stack I use on AWS, and changed the only setting they could think of, which was AllowOverride from None to All. It didn't help.

Here are the settings:



Here is the Authorize.net receipt.


Here is the confirmation in HikaShop that the payment was accepted. So somewhere along the line Authorize.net told HikaShop that the payment had cleared.


By way of reminder, I did NOT received the "Confirmed" email, only the "Created" email.

Do the screen shots above give you any ideas?

Toolie

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9 years 7 months ago #219542

Hi,

What about the history area of that order ? Could you do a screenshot of that ?
Did you contact authorize.net support for help ? They should have logs of the payment notification requests that their servers send to merchants websites and that might give information on what's going on.

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