X-Cart forums

[xcel]

2 Stores - 4.6.6

alteredCart One Step Checkout
PayPal Advanced



On July 29th/30th, we began getting the same "error" on both stores after a customer clicks the Submit Order button.


The page will go blank for 2-3 seconds (this is normal), but instead of redirecting to the successful order confirmation screen, the screen stays blank white and displays "File Not Found" (image attached) and the order in admin displays a status of Not Finished.



Upon checking PayPal, the payment did indeed go through. The bad thing is the customer thinks the order/payment did not go through and processes again resulting in multiple orders.


I did reach out to PayPal, and this is their reply from Merchant Technical Support...


Thank you so much for contacting PayPal's Merchant Technical Support. I understand that you are getting 'File not found' errors. I will be more than happy to work with you on this!

The error page itself is not PayPal hosted, it is a result of your system and something going wrong in the back end. The question specifically is what is going on. Since the payment is successful it does not appear to be API related. Have your developers or cart provider taken a look to find out what is different about the API response that causes this error to thrown? They would be the best ones to look into this and advise what could be causing the issue. We are here for support once they find out what about the PayPal response is causing that error on your site.


Not sure how difficult this is, but I was wondering if there is a way to compare the current installed files with those of the original install files to see if there is a missing file.


I searched here and didn't find anyone else having the same issue. Any ideas?


Thanks in advance.

[Thomasb134]

Our 4.4.5 store uses AlteredCart's One Page Checkout and I haven't seen this issue.

Some ideas:

1. I suggest you review the XCart logs to see if it has entries related to the problem. That will help narrow down the troubleshooting.

2. Some host providers perform automated virus scans that quarantine suspect files. Sometimes there are false positives that lead to mysteriously "missing" files. So check your host server's quarantine folder to see if it has the missing file. If you find it there, confirm it is safe before moving it back. Plus contact your host and ask them to white list the file so it is not removed again.

3. Confirm that your server's PHP version has not changed. Some host providers will change it for you, without notice. That can lead to compatibility problems.

EDIT:
4. Log into your PayPal account and check the "Website payment preferences" settings. Under the "Auto return" settings is the path for returning to your cart after payment. Confirm that the path is valid and that the file name exists in your xcart installation.

[xcel]

Thanks Thomas. I'll review your suggestions and see if anything corrects the issue. I'll reply back either way.

[pauldodman]

Further to Thomas's excellent suggestions, you could simply disable the OPC module and test with the default checkout to help narrow it down.

[xcel]

Originally Posted by pauldodman

Further to Thomas's excellent suggestions, you could simply disable the OPC module and test with the default checkout to help narrow it down.

Thanks Paul. This is the plan today.


Just very strange that this happened to both stores on the same day, with no editing of files.

[pauldodman]

Yes, but that does make it easier to track down.


What's common to both shops?
Are they both on the same server?

Something has changed somewhere, just need to deduce where.

[xcel]

They are pretty much identical in terms of 3rd party mods, xcart version, same server... that's what's odd.

[pauldodman]

To be honest, if they are the same, I think it would be more odd if one broke and one didn't!!!!

[xcel]

That's another way to look at.

[BornMunson]

Originally Posted by xcel

2 Stores - 4.6.6

alteredCart One Step Checkout
PayPal Advanced



On July 29th/30th, we began getting the same "error" on both stores after a customer clicks the Submit Order button.


The page will go blank for 2-3 seconds (this is normal), but instead of redirecting to the successful order confirmation screen, the screen stays blank white and displays "File Not Found" (image attached) and the order in admin displays a status of Not Finished.



Upon checking PayPal, the payment did indeed go through. The bad thing is the customer thinks the order/payment did not go through and processes again resulting in multiple orders.


I did reach out to PayPal, and this is their reply from Merchant Technical Support...


Thank you so much for contacting PayPal's Merchant Technical Support. I understand that you are getting 'File not found' errors. I will be more than happy to work with you on this!

The error page itself is not PayPal hosted, it is a result of your system and something going wrong in the back end. The question specifically is what is going on. Since the payment is successful it does not appear to be API related. Have your developers or cart provider taken a look to find out what is different about the API response that causes this error to thrown? They would be the best ones to look into this and advise what could be causing the issue. We are here for support once they find out what about the PayPal response is causing that error on your site.


Not sure how difficult this is, but I was wondering if there is a way to compare the current installed files with those of the original install files to see if there is a missing file.


I searched here and didn't find anyone else having the same issue. Any ideas?


Thanks in advance.

Did you ever figure out what the issue was with this? I've been having the same problem for the past few months now using Checkout One Payments with PayPal Pro. It seems to only be affecting 10% of our orders but its been driving us crazy.