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Andrew K.
Andrew K.
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Generic Error - Contact Form - Shopping Basket  en

Author: Andrew K.
Visited 428, Followers 2, Shared 0  

When using our website enquiry form it freezes when the 'Send' button is pressed and the Shopping Basket stops with a 'Generic Error' when sending.  Nothing was updated until today, but we have been receiving payments but no orders recently.

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8 ANSWERS - 1 USEFUL - 1 CORRECT
Andrew K.
Andrew K.
User
Author

Any chance someone at Incomedia could look at the problem above and offer some help?

The websites are www.hand-print.co.uk and www.schoolbookbag.co.uk and the problem is with the enquiry pages on both and the THREEMILESTONE SCHOOL shop on the www.hand-print.co.uk website.

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Posted on the from Andrew K.
Andrew K.
Andrew K.
User
Author

I have now uploaded an old version of the site in X15 onto another hosting site and a 502 bad gateway error is showing and this appears to be a problem is the Incomedia servers.

Could someone from Incomedia please respond and maybe fix the problem?

Many thanks

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Posted on the from Andrew K.
Incomedia
Stefano G.
Incomedia

Hi Andrew.

I tried testing both of your websites.

First of all, the schoolbookbag website seems not to be updated to the latest v17 version, so please see to that first.

I can definitely see the ERROR popping out when performing an order, but this kind of issue cannot unfortunately be determined by just lookin at the website.

When such an error is presented, the website automatically writes down what the actual error was in a dedicated log on your server. You should contact your hosting's support and ask them to provide the exact error to you, to report here to me.

This way we might investigate the issue further.

Additionally, check the PHP version running on your server. V17 requires at least PHP 5.6 to run correctly, so in case you don't have that on your hosting, ask them to upgrade it for you since it should be a free procedure

Thank you

Stefano

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Posted on the from Stefano G.
Andrew K.
Andrew K.
User
Author

Stefano,

Does this error file have a name, as I have found files using filezilla and they are empty (0k)?

I have updated all of the sites and now none will work, try  onlinelineschoolwear.co.uk as this will not even open the Penryn School shop.

I have asked the hosting service Eclipse to change the pho settings and they come back saying that they cannot???

I look forward to hearing from you again soon.

Andrew

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Posted on the from Andrew K.
Incomedia
Stefano G.
Incomedia

Hi Andrew.

The file is usually called error.log, but you cannot see it on your own on most hosting's. You need to request the hosting's assistance in analyzing that.

Most hosting should offer the upgrade for the PHP version freely. If this is not the case, and it looks like your PHP version is older than 5.6, then I'm afraid your website will simply not work there and I would probably suggest you look at a different hosting.

These two pieces of information are mandatory to better understand the issue, since it seems that the hosting is causing issues to the generated website

Please contact them again, and get back to me here afterwards

Thank you

Stefano

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Posted on the from Stefano G.
Andrew K.
Andrew K.
User
Author

Stefan,

I have tried to get our host to sort out the Error log and PHP and...well they haven't done anything, so I have published one website - Hand Print at http://handprint.epizy.com/index.html with PHP 7 and now the purchase at the Threemilestone shop or enquiry form appear to work but I have not received any of the emailed purchases.  Is it possible that these are held on your servers and not coming to us?

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Posted on the from Andrew K.
Incomedia
Stefano G.
Incomedia

Hi Andrew.

The software does not handle any of the material processed by your website, emails included. If these are not leaving your current server, it must be due to either a misconfiguration of the latter, or perhaps a misconfiguration of the emailing parameters inside the software.

You hosting's support should be able to determine why some emails aren't leaving in any case, so I'd suggest you contact them first.

Keep in mind that some hosting's require you to use an email with the same domain as your website for sending:

www.domainanme.com -> ***

Contact them about this too, and let me know the result

Thank you

Stefano

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Posted on the from Stefano G.
Andrew K.
Andrew K.
User
Author

Stefano,

Sorry for the delayed reply.  

We had to move the sites to a new host with higher PHP settings and it now works perferly again.

Many thanks,

Andrew

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Posted on the from Andrew K.