Emails containing serial numbers are not arriving

Our client sells digital downloads that require a uniquely generated serial number to activate and view. Previously, we worked with a member of your team to customize HikaSerial to connect to the provider (Secure EBook) to access their API and generate the serial numbers, which were delivered in an email upon receipt of payment.

Recently, these serial numbers have stopped arriving. The email receipt is still sent, but the customer does not receive their serials along with it.

I can see no issues in the back end of HikaShop, but it might just be that I don't know where to look. Is there a way to check and confirm that the serials are being sent with the confirmation email, and figure out what has happened?

Thank you for your help.

Jerome,

We are using HikaShop 2.1.1, and HikaSerial 1.2. The last update to HikaShop resulted in a decent amount of work for us to get the client's cart working again, so I am hesitant to upgrade unless it is absolutely necessary. Regarding HikaSerial, I get the notice "Your maintenance/update contract for Hikaserial Standard expired on 07 June 2013, please renew it to download the latest version."

Thank you.

Thank you, Jerome.

I went in and checked a recent order (which had not delivered serials to the customer), and took a screenshot of the relevant section. It does not appear that there is a problem with serial generation, as the serials are loading in correctly with each order (or at least they seem to be). I have not updated HikaSerial yet, pending your response.

Jerome,

Yes, I do see the serial information in the email content window when I do as you instructed.

Take care,
Ian

Jerome,

To my knowledge, nothing has changed in HikaSerial. Would it be possible for me to provide you with an admin account so that you can do a quick check of our settings? That would be much appreciated, if it is possible.

Take care,
Ian

Jerome,

I sent you the information in a private message.

Take care,
Ian

Thank you, Jerome.

I just updated HikaSerial to 1.7.3 per your instructions, and will wait for word from you regarding debugging before taking any further action.

-Ian

Jerome,

The good news now is that our client reported that she received the activation code in her test order's email. The bad news is that she did not receive the second portion of the order - the dynamically generated download link that pulls from her provider's (Secure EBook) database to give the customer access to the actual ebook. She has apparently been having to manually reenter each order and send the download link/file to each customer because of this.

I believe it was you who initially developed this tie-in for us, when we launched the site. Do you have any idea what might have gone wrong?

Take care, and thank you for your continued help.
Ian

Jerome,

Thank you for continuing to look into this. Apparently, our client has indeed been experiencing this issue (missing links) since March, as you said. Around that time, I updated HikaShop to a newer version and had experienced a few issues that Nicholas helped me resolve. Perhaps this change somehow resulted from the update as well? I am really at a loss, but truly appreciate your help in getting things back to the way they were!

Take care,
Ian

Jerome,

I believe that we have sorted out the issue now. It appears that an update to the EBook files in March resulted in slightly different security settings, which changed the way the download link was being passed/created.

I will post another update if we encounter any further issues. Thank you so much for your exceptional customer service and help in fixing things - I truly appreciate it.

Ian