Troubleshoot installation problems
If you're having problems with the payment module, please review these typical problems our clients encounter.
The #1 problem clients have is that they use an incorrect merchant Internet Gateway ID and KEY.
If you're unsure about which number is what, please contact Sage for assistance. Please let them know you have an Internet store and need your Internet gateway ID and KEY.
- Credit card errors/rejections:
- PROBLEM: You've entered your merchant account number in the admin instead of your merchant gateway ID.
SOLUTION: Your merchant account number is a 16 digit number that looks like a credit card. Your merchant gateway ID is similar to a 12 digit number.
You cannot use your merchant account ID in the gateway ID field!
You also cannot use:
Your checking account number
Your checking routing number
Your association number
- PROBLEM: You are using lower case letters in your Merchant gateway ID or KEY
SOLUTION: Your merchant gateway ID and KEY must have all UPPER CASE letters.
- PROBLEM: You are using the TEST merchant gateway ID and KEY, or a combination of LIVE and TEST values
SOLUTION: Please RE-VERIFY your Sage merchant gateway ID and KEY are both correct.
- PROBLEM: Your store is not passing the complete address, city, state, and zip code.
SOLUTION: When you are checking out in your store/cart, please look at the top right corner of the payment screen and be sure all address fields are populated AND are valid. Invalid entries such as a fake state or a blank state may result in errors.
- PROBLEM: Your store is out of date or has a known bug.
SOLUTION: Some OSCommerce stores have a bug where the state is not remembered when a client first registers. Please be sure your store is working properly. If not, you may need to update to the most current version or fix the bug with a patch from OSCommerce.
In order to determine this, please do a Google search for any error message that appears on your store. You may find that your store requires a patch or update. We cannot provide this service for you, so please contact your webmaster to resolve this issue.
- PROBLEM: Other errors, or nothing seems to work.
SOLUTION: Be sure you have an SSL certificate and are viewing your site under the HTTPS:// protocol. You may need to update your OSCommerce configuration.php file if the store does not redirect you automatically.
You should contact Sage support to be sure you are connecting to their server properly.
- PROBLEM: You are hosting your site on GoDaddy.com and the store does not work or has timeout and MySql errors.
SOLUTION: This is a known issue with Godaddy.com. They block outbound connections. Please see this link for the solution:
http://forums.oscommerce.com/index.php?s=d8f644647377158823306802b5fe75d9&showtopic=273386&st=0&p=1143508&#entry1143508
- General errors or problems:
- PROBLEM: When you try to checkout, or you are in the admin, you get a 404 error.
SOLUTION: You did not upload all the files. Be sure you have uploaded ALL of the required files for the payment module. You can do this by checking the files in the archive and making sure the files on your web server are there in the same locations.
- PROBLEM: The files are all in the home/same directory on my web site.
SOLUTION: You uploaded the files in the wrong locations, or without extracting them from the Zip file. When you upload the files, they must reside in the correct folder locations. You must unzip the files from the archive first, which will create the required folders. Upload all these folders to your website so the hierarchy remains intact. When you are done, review the pathing of the files in the archive and be sure they files were uploaded in the same hierarchy on your web site.
- PROBLEM: You uploaded files but they were corrupted.
SOLUTION: Be sure you set your FTP program to "auto" upload files. If your program is set up upload in "ASCCI" mode or "Binary" mode, the files may be corrupted.
- PROBLEM: The payment module is generating an error, and mentions CURL.
SOLUTION: You do not have CURL installed on your server. CURL must be installed on your server for the payment module to work. You will have to contact your web server administrator to check and resolve this issue.
- PROBLEM: You have other OSCommerce modules installed, and now they don't work.
SOLUTION: The Net1osc payment module may have problems with certain modules, typically shipping, order consolidation, payment, or other modules related to the checkout process.
Unfortunately, due to the complexity of web sites, we do not warrant our module to work if other modules conflict. We can provide you with a quote to customize our module if desired. Please see our support page for pricing.
- PROBLEM: You edited the payment module file, and now you are getting an error.
SOLUTION: When editing php files, be sure to use an appropriate text editor. In addition, be sure there are no "hidden" characters (spaces, tabs, carriage returns, etc) after the last tag in your php file.
Any characters (empty or otherwise) after the final closing ?> tag in the php file will cause an error.
- Previously working module suddenly stopped working
- Please note that around October 2007 Sage changed the URL payments are posted to. This caused problems for some of our customers depending on their configuration.
If this is the problem you will find that purchases process but do not clear your Sage merchant account.
To verify if our code is affected please:
» Open the following file:
your_store\includes\modules\payment\net1.php
» Go to line 170 (approximately) and verify the posting URL:
CORRECT:
$eftsecure_url = "https://www.sagepayments.net/cgi-bin/eftBankcard.dll?transaction";
» If this is not correct, you can change it but other modifications may be required. Please contact us for further assistance.
PLEASE NOTE: If we are troubleshooting your store and encounter an error that is NOT related to our payment module, or discover another module is installed, our policy requires us to stop all work until you resolve the error and your store is 100% operational and unmodified.
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