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What causes the error 'Data Truncated' when downloading orders?
This problem
can occur when the buyer has entered more characters into a
form input field than can be stored in the corresponding database
field on the PC.
The standard layouts restrict field lengths to the size of the
corresponding fields in the database. Increasing the MAXLENGTH
parameter of an INPUT tag in a Layout will allow the buyer to
enter more characters than can be stored, resulting in the 'Data
Truncated' error.
To resolve the problem, the MAXLENGTH values must be reset to
their original values. |
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My orders are coming down with 'Credit Card Details sent separately'
when I am using a PSP who is debiting directly. I cannot edit
this field as it is greyed out. Also the 'View Payments' button
is greyed out.
The fields are disabled if Creative is set to 'Bypass Order Processing'
(Settings | Business Settings | Order Processing).
To enable the fields, uncheck this box, make the required changes
and then re-enable 'Bypass Order Processing'. |
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The
option to download orders is greyed out.
Normally this means that the
network settings have changed and the site requires uploading.
If the site is maintained from a separate PC then you should
uncheck 'Catalog Maintenance' and 'Design Changes' in 'Settings
| Business Settings | Options'.
If both maintenance and order processing is required on the
same machine then the site requires an update (Web | Update
Website) before orders can be downloaded.
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Creative Ecommerce keeps downloading orders
When downloading orders the total number of orders
on the site (the right hand figure in '1:2') keeps increasing
as each order is downloading appearing as if Catalog / Business
is in a loop. This is normally due to a caching proxy which
is caching the CGI POSTs that search and retrieve orders from
the web site. Since they always get the same response from the
proxy, the Creative repeatedly downloads exactly the same order.
To cure this you must bypass the caching proxy |
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Occasionally,
orders may seem to disappear. This is when you receive notification
from a Payment Service Provider, such as WorldPay, that payment
has been received yet you don't have the order. Alternatively,
the customer asks where the order is but you have no record
of the order.
Creative are not aware of any system problem which causes this.
All cases investigated have been caused by one of the following
:-
the order is in Creative but under a tab which you do not normally
click. Look at Orders and click on the tabs at the bottom to
find the missing order - see note 1 below
you have an old site and someone has managed to place an order
there. Ask the customer to send their email order receipt and
look at the URL where the order was placed. If it is different
from your current site, that's what has happened -
the person maintaining the site has downloaded the order. This
can occur where you download orders but someone else maintains
the site. They have accidentally pressed the order download
button.
- you or your ISP have accidentally deleted some *.ord files
from the web site. This might effectively happen by the ISP
restoring the site from a backup following some system problem.
Note 1 If the buyer completes their order and this is forwarded
to the PSP for payment, but the buyer does not complete payment
there, the incomplete (missing payment) order is downloaded
and held in the 'Pending Payment Service Provider' tab.
After a configurable number of days this order is deleted. See
Business Settings | Payment and Security, bottom right of dialogue
after you have selected WorldPay or another PSP.
Hence if you were just monitoring orders shown under the Pending,
Completed and Pending & Completed tabs, orders appear to be
missing..
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When
downloading orders where the payment provider is Authorize.net,
why do I get the error: -
The payment service provider authorization downloaded for the
order number … had an invalid signature
This occurs if the configuration details for Authorize.net have
not been entered correctly in Settings | Business Settings |
Payment and Security.
Check the details carefully and re-test after making any changes. |
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When
I try to download my orders, I get this error message: "The
System cannot find the file specified"
Go to 'Internet Explorer' and ensure it is set to work online.. |
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I
am using SECPay for collecting CC details but since moving my
store to a new server all of my orders have the status of 'Pending
Payment'.
For security reasons, SECPay require notification from the Merchant
when the server address is changed otherwise payments are not
accepted for the store.. |
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Can
I query or reset the sequence number that is added to the end
of my order numbers?
A 'Troubleshooting' menu option is available in the 'Help' menu,
which includes the ability to query and reset the order number
file (order.num). |
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How
do I get Creative to download the orders with the credit-card
information included with the order, after I have installed
Creative on another machine?
I receive an error when I try and retrieve orders.
You simply need to copy across the information in 'Housekeeping
| Security' from the original machine to the newly installed
machine. If any orders have already been downloaded without
this information in place, you will need to contact these people
to get their credit card info. |
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I
am using SecureTrading but when downloading orders all of them
go into pending.
The SecureTrading account has been set up incorrectly so no
authorisation codes are coming with the transactions. You need
to contact Secure Trading, and verify your Secret key.. |
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How
can I retain my current order sequence if I have to delete the
orderlock.num and backup.num files on the server?
You can reset the order sequence number for the online orders
in 'Help | Troubleshooting'. |
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When
downloading new orders, I receive the message; "An attempt was
made to access an order beyond its end" - followed by - "The
heavily encrypted data from the blob appears to be corrupt"
- and so when I access the orders, the credit card details are
missing.
The cause of this is the encryption key on the server does not
match the encryption key in the copy of Creative that downloads
the order ('Housekeeping | Security'). There are one or two
scenarios where this can come about:-
1). The software is split into 'Maintenance' and 'Order Processing'
machines and the key on the 'Order Processing' machine is different
to the 'Maintenance' machine'.
2). The software has been un-installed and re-installed, and
the encryption key has been regenerated.
3). The machine has suffered a catastrophic crash that has corrupted/adjusted/destroyed
the registry.
Resolution is as follows, for scenario 1). the key needs to
be copied from the 'Maintenance' machine's copy of Creative,
to the 'Order Processing' machine's copy of Creative (the key
will be found in the menu 'Housekeeping | Security').
For scenario 2). and 3). you will need to run the command 'Web
| Refresh Website'. This will re-build the site and the file
with the new key.
NOTE: Any orders created with the old key on the site, will
be downloaded without credit card details (and the error message
you reported will be seen again). |
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Problem
downloading orders, when I click the download button, Creative
Ecommerce reports that there is a an error connecting to the
server.
Creative Ecommerce is not connecting to the internet automatically,
and therefore not finding the server. Connecting to the internet
manually and clicking the download button should retrieve the
orders. This can be caused if Internet Explorer or Outlook Express
is in 'Work Offline' mode. |
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When
downloading orders where one particular product has been ordered,
I get a very long database error.
Check the product and see of it contains apostrophes in the
short description field, if it does, remove them and upload.
This should resolve the issue. |
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How
are order numbers made up?
The order numbers are formatted as FLPPPPIXXXXXXX where...
F - first character of first name
L - first character of last name
PPPP - last four digits of post code
I - last digit of the script ID
XXXXXXX - 7 digit incremental number |
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I
can't download orders correctly. I get a message about "...credit
card details sent separately". What is wrong? .
This is usually caused when one machine uploads Creative, and
another is used for downloading the orders. You will need to
check that the "Housekeeping | Security" information is identical
on both machines. You can simply use cut and paste with the
help of Notepad to copy across the info from one machine to
another.. |
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Is
it OK to download orders to a machine that was setup with an
earlier snapshot of a catalogue?
Yes, it's fine, but don't upload from this machine, otherwise
you will lose information on your website. |
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My
designer can download my orders but I cannot. What is wrong?
This is simply caused by having a different encryption key to
that of your designer. Copy the designer's encryption key into
your 'Housekeeping | Security' tab, then you should be able
to download your orders |
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When downloading orders - error message 'the selected shipping
class is not available for the selected shipping zone . Please
review the shipping calculator settings'
This usually happens when two machines are used with Creative,
one for upload and the other to download the orders and the
order download machine doesn't have the shipping info set up
correctly. You will need to define a rate for each shipping
class defined for your site. |
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E-commerce Features