Customers getting orders - but no downloads

This is strange to me.

All my orders are coming through ok but some customers are getting downloads while others are not. I have been trouble shooting for a few days and cannot fix it.

Can someone help me?

Thanks much!

What exactly do you mean by "some customers are getting downloads while others are not"?
Do the download file details show on their order?
Do they get a download link in their My Account area?
Do they start the download but find it doesn't complete?

Lots more information needed ...

Are some customers getting the "same" download that other customers cannot?

Are you able to recreate the order that some customers cannot download and then download the file?

What version of Zen Cart?

How large are the files that do not work? As in is there a pattern where files over 3meg do not work but files under 2meg work?

Well,

Everything was working fine until Saturday.

Orders are coming through ok but after they check out they are not getting the download links.

I have change my paypal options and still have the same problem.

When I go in and order my downloads are showing up.

I use version 1.38. I was using PayPal IPN - Website Payments Standard for well over a year without any problems. I have changed it to Express today.

Most of my files are less than 75k

If you would like to see what I mean, download a freebie in there to see if it will do that for you. Sometimes the download link is there for some customers and for other customers it does not show up. I am baffled on this one and I have been in the forum for hours looking for a solution.

Here is the site.

https://www.digitalscrapn.com

freebie link

http://www.digitalscrapn.com/index.php?main_page=index&cPath=351

Thanks much!

Download works for me ...

Let us know if you can reproduce the problem and the click for click to do it ...

Thanks Linda,

I'll see if I get anymore new customers who cannot get the downloads. I just changed the paypal option today so maybe that fixed it.

:)

OK I have an order that just came through with no downloads attached. She has been a customer of mine for almost 2 years..

I am not sure if this is enough information to be helpful

First Name: Janet
Last Name: XXXXX
Business Name:
Address Name:
Address Street: XXXXXXXX
Address City: XXXXXXX
Address State: KY
Address Country:

Payer Email: XXXXXX
Ebay ID:
Payer ID: DXRF47FSNxxx
Payer Status: verified
Address Status: Confirmed
Trans. ID: 1WT28481J2923542P
Parent Trans. ID:

Trans. Type: expresscheckout
Payment Type: instant
Payment Status: Completed
Pending Reason: None
Invoice: EC-9CW65399R09802437
Payment Date: 2008-10-29T21:24:12Z

Currency: USD
Gross Amount: 7.77
Payment Fee: 0.53
Exchange Rate:
Cart items: 3

Date Added Customer Notified Status Comments
10/29/2008 14:24:14 True Processing
10/29/2008 14:24:15 False Processing Transaction ID: 1WT28481J2923542P
Payment Type: PayPal Express Checkout (instant)
Timestamp: 2008-10-29T21:24:12Z
Payment Status: Completed
Amount: 7.77 USD

What is the products_id that were on the order?

Where do I find the Id? I have had more orders with no downloads today.

Thank you!

These are a few of the ID's

This order came through with no downloads today.
2717
2703

Transaction ID: 139389977L611744M
Payment Type: PayPal Express Checkout (instant)
Timestamp: 2008-10-30T13:49:41Z
Payment Status: Completed
Amount: xxxxx USD

This order had downloads come through.

187
2501
2436
2759

10/29/2008 23:47:12 True Processing thank you so much!

hugs and love to all of you
keep up the amazing work, and keeping me happy in my tagging lol :)

10/29/2008 23:47:12 False Processing Transaction ID: 9GJ21468R68715213
Payment Type: PayPal Express Checkout (instant)
Timestamp: 2008-10-30T06:47:12Z
Payment Status: Completed
Amount: xxxx USD

Hi I work with Lori just joining in. We have elimintade several things we htought was the problem. Initially thought it was only orders that had to go through paypal but no it is happening to paid and free orders. thought maybe new customers but no can be existing or new. We thought maybe orders over certain amount but no. Lori was using paypal express and paypal wesite payments pro and it seemed the express ones worked but not the other. A few days ago we reverted back to just the paypal basic but that did not fix the problem. we are now only using express but still having problem.
It is a randomn problem ie 2 different customers can both order the same product and one will have downloads attached and the other won't.
This is last oredr you can see under product name there are no downloads listed.

Order Number: 4655
Date Ordered: Thursday 30 October, 2008
Click here for a Detailed Invoice
Products
1 x KittenScraps-Memories Kit (KS_MemoriesKit) $2.50
1 x MD_Designs Tree Of Blessings - CU OK! (MD Designs) $0.00

Sub-Total: $2.50
FREE SHIPPING! (Free Shipping Only): $0.00
Total: $2.50

This one is for the same product and you can see downloads are listed

Order Number: 4654
Date Ordered: Thursday 30 October, 2008
Click here for a Detailed Invoice
Products
1 x MD_Designs Tree Of Blessings - CU OK! (MD Designs)
Download01 Download01 $0.00

I have tried ordering the same products as some in orders missing downloads but again it is random.

You can actually tell without going right through checkout - when you get to last page you can see whether downloads are attached.

Any help is greatly appreciated as we have been trying to keep up with getting downloads to customers and now they are beginning to ask for refunds [ which is understandable]

You probably have your attributes set up so they can checkout without actually selecting a download.
So, the people who ARE getting the downloads must be checking the proper download option, and the people who are NOT getting the downloads aren't choosing anything.

You'll need to change your attributes to force them to choose a download file before they can add to cart.

For the attributes I did add a drop down for license use. I have the downloads set for downloads at:

option name: download01
option value: download01

then I set the attributes for a license as:

Option - one for No License and then one for Add Commercial License but with only one (option)

There is no option for them to check. All of our products are downloads and should come with each order, but they are random as Sharon said above.

Thank you for your help.

Did you change anything about these products since you posted the order with the missing attributes?

Order Number: 4655
Date Ordered: Thursday 30 October, 2008
Click here for a Detailed Invoice
Products
1 x KittenScraps-Memories Kit (KS_MemoriesKit) $2.50
1 x MD_Designs Tree Of Blessings - CU OK! (MD Designs) $0.00

They are being added to the cart now and we need to know did something change and the problem is, as DrByte said, not selected attributes ... or is it something more?

No I have not changed anything.

No nothing on products has changed through the whole occurence of the problem.
As lori said customers don't choose downloads it is automatic all our products are virtual. Downloads are attached as attributes to all products.

The last thing being done instore at all was lori setting up dropdowns for license - she had them working ok though before this issue started.

ooh and she was playing with a reward point mod as well - not sure how this relates time wise.

Ok we had a customer order from the store no downloads I ordered same product five minutes later and downloads were attached. nothing was touched in between.
this is hers no download under product

Date Ordered: Friday 31 October, 2008
Click here for a Detailed Invoice
Products
1 x Action - Gradiente Flower - by Rose.li (curpado250) $2.00

Sub-Total: $2.00
FREE SHIPPING! (Free Shipping Only): $0.00
Total: $2.00

This is my cart with same in - you can see downloads under product.
Shopping Cart Contents

Qty. Item Name Total
1 x Action - Gradiente Flower - by Rose.li
• Download01: Download01 $2.00

---

$2.00
Sub-Total:

$0.00
Free Shipping:

$2.00

Customer was staff so we tried again with another product and same thing happened - she had no download and I had download.
We both did the same thing in cart.

we only have paypal express activated.
We are both in australia not that that should matter lol

Well I am looking at my database and something does not look right?

This is for my store and looks like photopost is in there and I do not have that attached to my store for Zc2

Users in zc2
xxxxxx_photost (Privileges: ALL PRIVILEGES)

    Connection Strings
    Perl 	$dbh = DBI->connect("DBI:mysql:xxxxxx_zc2:localhost",
    "xxxxxx_photost","<PASSWORD HERE>");
    PHP 	$dbh=mysql_connect ("localhost", "xxxxxx_photost",
    "<PASSWORD HERE>") or die('Cannot connect to the database because: ' . mysql_error());
    mysql_select_db ("xxxxxx_zc2");

xxxxxx_xxxxxx (Privileges: ALL PRIVILEGES)

    Connection Strings
    Perl 	$dbh = DBI->connect("DBI:mysql:xxxxxxx_zc2:localhost",
    "xxxxxx","<PASSWORD HERE>");
    PHP 	$dbh=mysql_connect ("localhost", "xxxxx_xxxxxx",
    "<PASSWORD HERE>") or die('Cannot connect to the database because: ' . mysql_error());
    mysql_select_db ("xxxxxx_zc2");

xxxxxx_zc2 (Privileges: ALL PRIVILEGES)

    Connection Strings
    Perl 	$dbh = DBI->connect("DBI:mysql:xxxxxx_zc2:localhost",
    "xxxxxx","<PASSWORD HERE>");
    PHP 	$dbh=mysql_connect ("localhost", "xxxxxx_zc2",
    "<PASSWORD HERE>") or die('Cannot connect to the database because: ' . mysql_error());
    mysql_select_db ("xxxxxx_zc2");