Kryptronic Software Support Forum

Yes, I am using Authorize.net. Are you on a cPanel server? I'm wondering if cPanel updated perl, or a module that now is breaking the way that CCP communicates with Authorize.net.

Yes, please keep updating the thread. I tried updating cpanel already... to no avail.

I can't find any error logging at all. My guess is that authorize.net is rejecting the connection method, but not sure why.

Confirm nothing in the server logs either. gonna call it a night. Hopefully we can figure out tomorrow but have to start looking for replacement processors tomorrow too, I'm able to follow up on most orders because ccp saves the order pending payment but that's a short term solution.....

Hey Cybermed, that did it!  Thanks.

Thank you too Rachel, you're always a big help.

Gadgets......let us know if it works for you too.

--Todd

Well, not sure exactly. Servint posted this last night while I was asleep: "I've installed suphp as I think it's needed due to your software permissions. When you have time could you test it again." not sure if something they did is related to the changes noted in the posts above but it seems to be working now. I did forward on your posts to them to make sure that the problem is solved completely and expect they will check/confirm.

Thanks for the help everyone.   

And they want to discontinue the 5.1 forums...... yikes. I mean I put in my $20 support ticket yesterday at 3:45. Nick's only one man, I'd rather have no support ticket option for 5.1 and keep the forums.

Thanks again.

Ok, I've searched all over the forums for more info on this problem but this thread is all I can find.  I tried cybermed's edit but it did not work for me.  That just gives me a different error and then I can't even access the home page? maybe I did it wrong.  I looked at what exampleguy did, but frankly can't figure out what to do with it.  Talked to everyone - hosting, Autherize.net - and no answers other than "it's not us"!  I haven't changed or touched anything lately but this has been down for almost 5 days as far as I can tell.  I am new to all of this stuff and really need some help here, I don't know what else to do or try, but I am losing business.  Also no problem with shipping.  My hosting company however, did move us from one server to a newer one.  Might that be the problem?

Jakopic, I'm not a technical guy. All I can tell you is that Servint had to update my version of cPanel and they said they installed suphp whatever that is. I'm pretty confident it's on the hosting companies side (web server) though because that seemed to be true for everyone in the thread when we were talking about it back in April. Did you check this thread too: http://forums.cpanel.net/showthread.php?p=36059

https://www.yoursite.com/ccp51/media/manual/gateway.htm - Accessed using the question mark help button in your admin area.

The relevant portion is:

Additional Software Needed For Some Processors

The following processors integrations require the installation of non-standard Perl modules. The modules that need to be installed by the administrator of the webserver are: Crypt::SSLeay, HTML::Parser, HTML::Tagset, IO::Socket::SSL, libnet, libwww-perl, MIME::Base64, Net_SSLeay and URI. If you attempt to set up a connection with or otherwise use one of the following processors without these modules installed, a 'protocol not supported' error message will be presented.

   1. Authorize.Net (AIM Only)
   2. Wells Fargo (Secure Source Only)
   3. ECHOnline
   4. EFSNET
   5. Caledon
   6. SurePay
   7. BluePay (API)
   8. FirstPay

The following processor integrations require the use of the program cURL. This program is freely available as are the Perl modules above. If you are using a processor that uses the cURL program, ensure that you have the correct path for cURL set up in the Global Settings | Manage Program Settings function.

   1. Cardservice Linkpoint (API Only)
   2. PayPal (Pro Express Method) - Payment Form
   3. PayPal (Pro Direct Method) - Secure Server

Ok, all modules seem to be there and what wasn't they added.  Still the same error.  They said however that these two things have been upgraded with the server migration:

apache 2.0.63 and php 5.2.5

would this affect it and how do I find out how to fix it?

I am getting this error as of June 2008. Is there anything that I can do to correct the problem? We host with hosttec.com. Are you aware of any perl updates to this server?

Please advise.

You may have a hard time getting a hold of Terry or getting any kind of support at Hosttec at the moment.  There appears to have been a series of issues with his service, and he has been unresponsive to all attempts at contact.  I did manage to get him on the phone today at another business of his, and he seemed overwhelmed by the problems.

Unfortunately I had to find a new host last week.

Quizno wrote:

You may have a hard time getting a hold of Terry or getting any kind of support at Hosttec at the moment.  There appears to have been a series of issues with his service, and he has been unresponsive to all attempts at contact.  I did manage to get him on the phone today at another business of his, and he seemed overwhelmed by the problems.

Unfortunately I had to find a new host last week.

On Saturday evening, The Planet, where I have my servers, experienced an explosion in their power supply room from a transformer that malfunctioned. This explosion blew out three walls and then created a fire which was soon under control but it ended up that over 9000 servers were put off line. It also took out all my servers except for one that I had in a different datacenter. Through the course of Sunday, they were able to power the second floor with a generator. Monday, they got the first floor powered up and things looked like they were coming together until one of the generators developed an issue and went off line.  They fixed it and a few hours later, it went off again.  This time it wouldn't come back up.  They had to bring in a different generator to take it's place.  During all this time, I tried to inform everyone  involved about the issue as best I could and keep them informed of the progress. A lot of our clients were relying on their server for their email so they didn't get the notifications that were sent out.

To make a long story short, I was extremely busy answering the phone and responding to trouble tickets as a couple of the servers came back on line with many issues. A couple of these issues involved working with the datacenter techs who were severely overworked and hard to get in contact with.  Having just one phone line, I missed a lot of calls while I was tied up with a call.

Looks like we are back up  with no known issues at this time.  If anyone of my customers has an issue, please open a trouble ticket and we will get it taken care of ASAP. Most customers were understanding about this situation and I want them to know that I appreciate their professionalism with their communication and responses during this time.  It is really tough being in the hot seat and having customers yelling at you when you are in a position where you can't do anything to solve the problem except for wait on someone else.

Last edited by aawebtools (06-04-2008 16:47:09)