Stripe not connecting

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  • Hikashop Business
6 months 1 week ago #355938

-- url of the page with the problem -- : backyardfarmer.co.uk/checkout/checkout/confirm
-- Joomla version -- : 3
-- Error-message(debug-mod must be tuned on) -- : Unknown Error

We use Stripe for our payment gateway, but this has stopped connecting the last 3 days. Customers are able to add their card details but the system then freezes and a small message 'unknown error' shows.

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6 months 1 week ago #355943

Hello,

Please check your HikaShop payment log in order to retrieve details regarding the error you got.
You'll find that log via your HikaShop configuration page : www.hikashop.com/support/documentation/5...nfig.html#main_files

Also, can you please provides details regarding the version number of the plugin you're using and its configuration ?

Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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6 months 1 week ago #355969

This is the Stripe version

Order number : D4L2P0H97
Invoice Number : B2W2G3L66
confirmed
Stripe V3 with Connect

Can't see where you mean for logs, but message which appears is simply text 'unknown error'.

Also have error with Paypal link - Error
Your PayPal payment method is obsolete and will soon be discontinued by PayPal. Please go in the System>Payment methods menu, click on the 'new' button and select the 'HikaShop PayPal Checkout payment plugin' to configure the PayPal Checkout payment method which is now replacing it. Once done and the new PayPal Checkout payment method is available on your website, disable the old PayPal payment method and this error message will disappear.

When trying to update this payment method is not available.

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6 months 1 week ago #356001

Hello,

I can only help regarding the Stripe V3 issue ; not the Paypal one.
Please open another thread for that issue.

Regarding the logs, you have to open your HikaShop configuration page and click on the button "see the report" as visible/explained in the documentation page I gave you.
That log is there to store the error for payment plugins, its helps the debugging since it contains data that we don't want to let the customer see.

Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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6 months 1 week ago #356004

Hello Jerome

II think I may have found the area to which you refer , please screenshot attached.

1 is the pay file section to which I think you are referring
2 is when I click on 'see the report; and this is blank - so unfortunately gives no information at all

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Last edit: 6 months 1 week ago by BackyardFarmer.

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6 months 1 week ago #356049

Hello,

Please enable the debug mode to store more Stripe data in the logs.
www.hikashop.com/support/documentation/2...ipeconnect-form.html

Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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6 months 3 days ago #356184

Hi Jerome,

Please can you advise the FULL string’s you are pointing to as the only place our Web developer can find the ability to switch DEBUG on / off is for the entire Joomla Platform. If I switched on here EVERYONE will get prompts on their screens when they use the website… and I really don’t think we want to do that to the customers.

Thankyou

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6 months 3 days ago #356199

Hello,

I gave you a link to the Stripe V3 configuration page, where you can see a "debug" setting for the Stripe V3 payment plugin.
The documentation page also gave the description of that setting :

Debug : You can activate the debug mode of the payment plugin. If you do so, informations about each notification received from Stripe will be logged in the payment log file. You can see and modify the location of this file in the configuration page of HikaShop.


Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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5 months 4 weeks ago #356281

Hello, We have followed the guidance and made a test purchase, but the issue remains the same and nothing shows in the report.

If you could please provide some further guidance. We have been without the shopping cart for over a week and desperately need this working.

I have reverted the 'allow customer download' setting' to 'No' for now as this is how it has always been set.

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Last edit: 5 months 4 weeks ago by BackyardFarmer.

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5 months 4 weeks ago #356292

Hi,

Once you activated the "debug" setting of the payment method and made a test purchase with the issue, you can click on the "See the report" button of the "Payment log file" setting on your screenshot.
It will open a popup with the debug information.

We'll need the debug information in there to understand what's wrong.

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5 months 4 weeks ago #356310

Hello Nicolas, That is exactly what we have done. see attached snapshot of Stripe configuration clearly showing Debug switch on. The issue seem to be that it is not actually reaching Stripe - just remains in an unknown issue status. It doesn't go through or fail just the 'wheel of doom'.

I have done another test payment now, same issue and nothing showing in the log.

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5 months 4 weeks ago #356312

Given all the issues we are having per topic thread our IT guy has suggested the following:

Will Hika authorise the use of your BackyardFarmer.co.uk license on another “interim” site: BackyardFarmer.UK for example. That way we could build a new Joomla 5 site away from the current “production” site, we can configure the minimum number of products in Hika and use that till we either fix the BackyardFarmer. co.uk Joomla 3 site.

If so we will…..
1. Build BackyardFarmer.UK
2. Install HikaShop on BackyardFarmer.UK
3. Configure minimal product list on BackyardFarmer.UK
4. Test, Test, Test to make sure everything is working
5. Redirect BackyardFarmer. co.uk to BackyardFarmer.UK
6. Retire BackyardFarmer.co.uk
7. Park the Domain BackyardFarmer. co.uk on BackyardFarmer.UK


If they not...

What other options there are to fix the J3 BackyardFarmer.co.uk J3 site till we can finally migrate to J5.

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5 months 4 weeks ago #356316

Hi,

Yes, you can do that.

It's strange that the payment log file is empty.
Maybe the file is not writable because of permissions ? That would require checking via FTP.

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