Missing Orders using standard SagePay extension with 1.5.5.1

The subject line pretty much says it all, really.

I'm working on a site where occasional orders are disappearing into the Missing Orders status when customers check out using the standard SagePay extension. The payment is complete but when you track down the order in the Dashboard, the VPSTxId has not been stored and in fact there is no data at all in the History tab.

The site is running on v1.5.5.1 of Opencart.

Anyone know possible reasons for this? Opencart's System Error logs don't show anything useful.

Are there any tell-tale signs in the order details I should look for that might reveal a pattern in the incorrect orders?

The site gets too many orders for it to be practical for the office managers to cross-reference the SagePay confirmation emails against the Opencart Dashboard. So in practice, Missing Orders are staying missing until a customer complains.

Are there any known bugs with that version of the SagePay payment extension?

Might sound like a daft suggestion as I'm not a developer - more of a hash bash see if it works type....

Have you tried copying over the 1.5.6 version of the SagePay module and seeing if it works?

cau96176 wrote:Have you tried copying over the 1.5.6 version of the SagePay module and seeing if it works?

Not a bad suggestion and it may come to that, but it' could be an inconclusive result.

This is an intermittent problem, so I don't know at this stage whether the extension is in fact the cause. If I try to upgrade the extension, it might not work at all, which would at least cut off one possible alternative. But if it appeared to function correctly, then I'm at square one. The current system has worked every time I've ever tested it. And to my knowledge, no customer has ever reported an error. So upgrading the extension in isolation could potentially make the problem worse and I wouldn't even know!

Ah Cheers for the feedback.

What about increasing the SQL timeout from 20sec to 120sec in the php.ini file?

cau96176 wrote:What about increasing the SQL timeout from 20sec to 120sec in the php.ini file?

Could certainly try it. Again, not sure if there's an evidence to suggest an error of this sort. As I say, I haven't heard any reports of errors from customers and I would have thought a MySQL timeout would result in a noticeable error.

I'll leave it to the pro!! I just wondered if all your transactions were good and most other customers were good too.....then it could just be an occasional reply from the DB coming too late.

Again - utter guessing from me!

Hope you get it sorted!