Q. Admin page login is not working. The Captcha - Turning challenge on admin pages does not display the letters to enter and instead displays a set of "missing file" error messages.
A. The SendSafe DLL SendSafeReadBinary.dll is not registered on the server or the IIS webserver does not have permission to access the DLL file (see for more information).
Q. The Printed E-Receipt does not display and we get an error that NO PERMISSION or INVALID NUMBER.
A. Check to see if the SendSafe.ShopperAccessControl.inc.asp file is included before the PEReceipt.inc.asp file is included.
#include file="SendSafe\SendSafe.ShopperAccessControl.inc.asp"
#include file="SendSafe\SendSafe.PEReceipt.inc.asp"
Q. The system is not loading the SSL (Https) version of the logon page.
A. Check to make sure you have at least one credit card type enabled in the storefront and check that the storefront has been completely preloaded by (a) Checking the audit files or (b) Forcing a preload by touching the root global.asa file for the storefront.
Q. The FFP parameters are not being displayed on Printed e-receipts and View order operations on the admin page.
A. Check to make sure: Application("PEReceiptLoadExtLineItems") = true
Q. The MyAccount Mini-Menu for Order Status, Logout, etc. is not displaying
A. Check to see if the following Application Variables are setup:
Application("MyAccountBottomMenu") = true
Application("MyAccountBottomMenuColor") = "DarkGray"
Q. What date & time is stored in the Order Date field of the database?
A. The Order Date is updated when the order is submitted, so until an order is submitted the field will hold the date the order was created or last modified. Once an order is submitted (not processed by the backend system), the date field is updated to the time of submission. OrderLineItem's date contain the date the item was added. This value is not updated during submission AND can be used to ascertain how long an item was in a cart before the order was submitted.
Q. The Robot occasionally gets FTP errors... Is this a problem?
A. No, it is not a problem. Sometimes your ISP's web server (ftp server) may be momentarily off line or there may be intermittent Internet connection problems. It is not uncommon to experience a couple ftp errors a week. If you experiencing constant FTP errors than either the Robot is not configured correctly or your ISP is experiencing a black-out.
Q. The SendSafe robot just seems to hung after processing a customer order. What's wrong?
A. You probably have IC Verify Integration enabled, but you are not running the IC Verify Server. If you wait long enough, SendSafe will timeout after a several minutes and report an IC Verify error.
Q. Why does the robot keep getting errors when trying to send e-mail confirmation?
A. The most common cause is a bad e-mail return address. Many e-mail servers (SMTP) now check the return address. This is done to help prevent spam from being sent. This address is entered in the SendSafe Quick Setup dialog in the field "Business e-mail return address".
COMMON INSTALLATION PROBLEMS AND SOLUTIONS
The robot uses ftp to upload files to the web server (if direct file locations are not configured). The robot also may use ftp to check for tampering of these files. If the ftp setup information is not correct you may experience several different problems depending upon the entry errors in the setup information.
The easiest way to diagnose FTP problems is to look at one of the audit files created by the robot. A description of the audit files can be found in CARE AND FEEDING OF AUDIT FILES. The audit file that contains FTP information will be SECURITY.MM.DD.YY.audit (where MM=month, DD=day, and YY=year). Open the most recent dated file using a text editor (such as notepad.exe). Inside this audit file you should start at the bottom and look for the error message listed below.
Some of the more common "audit file" error messages are:
UPLOAD FTP: ERROR: unable to change to (or create) directory: xyz
This problem is typically due to an invalid directory name having been entered into the
Setup Dialog. Check the path that was entered for "Web Server FTP Root
Directory". Make sure there are no trailing '/'s (since this will cause problems).
Check the accuracy of the directory path by using an FTP program. The directory path you
entered in the ftp program will be the same path that you must enter in SendSafe. Unix web
servers are "case-sensitive" so check for correct capitalization of the
directory name.
ERROR UPLOAD FTP: ERROR: unable to upload (check write permission): xyz
This problem is typically due to the Web Server not being configured to grant write
permission to your account (it may also be due to an identical directory existing
somewhere else on the server where you do not have write permission). Check your FTP
password and user id for accuracy. Using an FTP program log into the upload directory and
then try to upload a file. If you are unable to upload a file then contact your ISP to
obtain upload permission for your user account.
ERROR UPLOAD FTP: xyz: Error Internet connection (check userid, password,
account validity): xyz
This problem is typically due to an invalid user id or password or a non-existent FTP
server. Check your FTP server name, password, and user id for accuracy. Using an FTP
program log into the upload directory. The information that is entered into an FTP program
needs to be exactly the same as the information setup in SendSafe.
ERROR UPLOAD FTP: ERROR: unable to upload xyz
This problem is unusual and is typically due to the FTP server's network connection
failing. Check all the FTP set up information in the SendSafe Setup Dialog. Using an FTP
program log into the upload directory and then try to upload a file. If you are unable to
upload a file then contact your ISP. If the upload works, then try SendSafe again. It is
possible that your Internet connection "dropped out" during this ftp transfer.
Notes:
(a) If you are experiencing reliability problems that are not caused by the ISP then
you may want try changing the Microsoft Internet DLL - WININET.DLL (see Tips and Tricks for the details).
(b) See FAQ for other ideas and solutions.
If you are experiencing problems such as ftp connections, e-mail, Java Applet operating problems, or robot operating problems, then there are few things that may help you find out what is wrong and correct it.