Invalid document end on pay

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8 years 7 months ago #235594

-- HikaShop version -- : 2.6.1
-- Joomla version -- : 3.4.8
-- PHP version -- : 5.6.19
-- Error-message(debug-mod must be tuned on) -- : There was an error while processing your transaction: Invalid document end

A couple of people (not everyone) are getting the attached error saying "invalid document end" when they click "pay now" (submit) on our Hikashop checkout. One user said they were using Internet Explorer - not sure what the other was that I'm aware of. Both users were trying to buy a "product" which is called a subscription - but others have successfully purchased this recently.

No idea what the problem is, any help appreciated.

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8 years 7 months ago #235627

Hi,

What is the payment method used ?

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8 years 7 months ago #235757

Payment method is credit card, via HikaShop eWAY payment plugin

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8 years 7 months ago #235782

Hi,

The error message "Invalid document end" actually comes from Eway themselves because their server couldn't read the payment request sent to it by the eway payment plugin, which actually uses the EwayPaymentLib class helper provided by eway to format the request to their server.
So I would normally say that there is something that changed on eway that would require modifications in their class helper or the plugin. But if it works for some payments and not others, then I don't know.
Maybe it comes from the product name, or the address of the customer which uses special characters that eway doesn't like ?
Can you confirm whether that is the case or not ?
Between a payment that works and one that doesn't, what is the difference ? The products purchased ? The address ? What if you change to the other one ? Does that make it work ? In that case what is the text involved with the problem ?

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8 years 7 months ago #236284

Okay I've been through the transactions and it seems there has been a point after which no transaction has gone through. I had upgraded the site a couple of weeks before this point and tested it and it worked fine, and we were getting people through, but it just suddenly stopped working for no reason on our end.

So it looks like we are back to: "So I would normally say that there is something that changed on eway that would require modifications in their class helper or the plugin."

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8 years 7 months ago #236287

Actually I just contacted eway and they say our account has been suspended! That would be the problem! Thanks for helping me think through it anyway. (The risk of changing your finance officer...)

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