We recently installed Adagio Payments and have had a problem on one computer only after we started using it to process credit cards. On our peer-to-peer server, it will complete a payment but then will not process another without getting an error message of "XML request to gateway failed". If the OE module only is closed and re-opened another payment can be processed. AR can remain open. This is not an intermittent problem. Only one payment can be processed, then the OE module must be closed & re-opened before another payment can be processed. Workstations on the network do not have this problem.

We are using OE 9.3a 191125, AR 9.3a 190821 & Adagio Payments 9.3.0.1 20180624.

Has anyone seen this problem and found a cause or a solution?

Rick McLeod
Sunbeam Specialties, Inc.

Hi RIck,

So payments can be processed normally on other workstations - just not this one? Is there a difference in operating systems in use between the working and non-working stations?

Hello Andrew,

All of our computers are running Windows 10 Pro.

Rick

Hi Rick,

But some process credit cards normally and this one doesn't?

Hello Andrew,

This is true. The computer with the problem can also process the transactions as long as the OE module is closed and then re-opened again after any transaction. It will not do 2 transactions in a row unless OE is re-started. Since that is the case it is more of an annoyance than a problem.

Other computers on the network do not have this problem.

Rick

Rick

As always when one workstation works and another doesn’t, find the difference. My guess, user rights to modify files.

Could also be a missing Windows Update.

Hi, Rick,

We're wondering if you can also provide the following information:

For both the w/s with the problem & one not having it:

- What browsers are each using?
- What are each of their HTTP settings?
- What are each of their SSL & TLS settings?

- From each w/s, please drill down to the Softrak\System folder on the w/s acting as the server and run the GetAdagioWorkstationInfo.exe utility. Select Adagio OrderEntry in the Get ... Info for field and click the Get info button. Copy the results to the clipboard and then to your post indicating which is for the w/s having the problem and which is for the w/s not having the problem.

From the w/s experiencing the problem only:

- Please reconfirm that the w/s experiencing the issue is also the one that is acting as the server on your network.

- What exactly is the user of this w/s doing between processing the 2 invoices?? For example, are they printing? Getting a tea or coffee? Running another Adagio module, in which case, which one? Running a 3rd party application, in which case, which one? Or??

Thanks, Rick.

Hello,

I think that we are homing in on the answer now and I don't think it is related to any of the answers requested. We have now been able to create the problem on the "trouble free" computer. I'll report back when we have it pinned down. Unfortunately, it is slow because we can only use actual transactions to experiment with.

Thanks,

Rick

Thanks, Rick.

Yes, please, keep us posted

Hello,

We have investigated it as much as it is practical on our computers.

It turns out that this is not a particular computer issue at all. This is a particular user issue. We can have 2 users with open OE modules on one computer and one user is trouble free and the other one will get the XML error message on the second & subsequent credit cards or invoices vaulted. The first attempt works works for any user. All the users are in the same security group. Then I made all of the settings in User Preferences identical for all users. Nothing helped and the problem persisted without change.

At the end there were no other differences except something that looked insignificant. I hesitate to mention it because I may soon see people on my street with butterfly nets converging on my home. However, since I sometimes live life on the edge, I will say what I saw. All the users with only 2 initials had this problem and those with 3 initials were trouble free. I created new users with 3 initials for those with only 2 and the new users do not get the error message. We don't employ any celebrities, so I can't comment on those with only one initial.

Should I have myself committed or wait for them to take me away?

Rick

Hi, Rick,

Thank you for the update. What I'm hearing is that only the users that have 2-character 'Adagio' userIDs are having this problem. And there are more than one of these 2-character users in your office.

No, no, do not have yourself committed We will investigate now and get back to you! Stranger things ...

Hello,

Unfortunately I proved myself wrong this morning by creating a new user with 3 initials by copying one of the bad users with only 2 initials. The problem carried over to the new user so it is back to the drawing board. Thanks for your help. A new 3 initial user created from scratch yesterday did not have this problem and no other users with 3 initials have had the problem until this morning. All of our users with 2 initials only are afflicted. Regrettably we are a very small business so we don't have a lot of users to draw conclusions from.

Best wishes for 2020,

Rick

Hi Rick,

Perhaps the 2 initial users were ones you initially set up and they have an option set that your 3 initial users do not.
You could try listing the User Preferences for a 2 initial user that has the problem and a 3 initial user that does not. Compare them to see if there are any differences. Change the 2 initial preference differences if there are any and see if it helps.

Hi Rick,

I was having some issues with Adagio Payments credit card fields the last couple days on one of my client's systems. Although they are not necessarily related and I did not receive an XML error like you, the solution I found is an easy one to try.

In my case, (another dealer's experience showed this too) the Entry Templates in AR needed to be adjusted. In AR under the Edit menu, go to Entry Templates and go to the Cash Entry tab. Select or deselect any of the fields under Disable. Click Okay to save. Then go back in to the same place and change the selection back to what you had it.

In my case, on two entirely different installs of Adagio on two different data sets, a change to the Entry templates made our issues with Adagio Payments "go away" immediately after we made the change.


As much as I wish I could say exactly why that's the case, I can't. But since it's a very simple thing to try, I thought I'd offer it up as an option.

Hi,

Just want to thank Rick for his time yesterday afternoon working with us to fully determine his process and, from that, the cause of the issue.

Turns out the problem occurs when Direct is being used as the email method by a user. R&D is on this but the fix is complex and will take a while.

In the meantime, options are to use MAPI/Outlook settings or to continue with Direct and send the emails to the email queue to be sent later using the Send All button.

Again, thanks for your time on this Rick.

Hello Rick,

This has been fixed in the OrderEntry 93A (2020.05.21) Service Pack.