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Known issues with version 4.3

We will use this thread to maintain a list of current known issues with version 4.3 and their resolution status and/or workarounds.

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    Dmitry ButerinDmitry Buterin shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    17 comments

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      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        This relates to automatic renewal actions/emails, specifically the one for lapsed membership. While members receive emails based on correct templates, administrator copies are incorrect - they are based on the default template.

        This only happens if you use default membership emails and do not customize them in each membership level.

        Workaround: customize these emails in each level (e.g. just add some spaces)

        We are working on a fix, though it will likely be published not earlier than January 10th.

        Update: Fixed in our Jan 26th hotfix

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        We had several clients where recurring payments in Authorize.net were not properly updating Wild Apricot payment database and one client where integration was failing altogether.

        We have tracked this down to being due to certain settings in their Authorize.net accounts (Custom field separators for 'Direct Response').

        -----

        UPDATE:

        Our update 4.3.1 on Dec 20th resolved this problem for direct (non-recurring payments) but some clients still experienced problems with recurring payments:

        - members were being charged several times in a row

        - renewal date in Wild Apricot was not updating after a successful charge

        This was happening due to Wild Apricot system not being able to properly process Authorize.Net payment confirmation response because of those custom separator settings.

        Again, this only affects those clients who use certain custom settings in Authorize.Net. Unfortunately we have no way to identify them from Wild Apricot side - so far we have two accounts who reported this to our tech support.

        Since this is a pretty painful problem, we decided to suspend processing all Authorize.net recurring payments for all clients for a few days as a temporary measure until we publish a fix on Tue Dec 27th. The fix has been prepared so it is being tested now. Once we publish the update, system will automatically resume processing those recurring payments and 'catch up' all the payments that have should have been charged in the previous several days.

        Thus, from Friday Dec 23 till Tue Dec 27 no recurring payments will be processed via Authorize.Net and member renewal dates might become overdue. Once the fix is published, everything should be reprocessed automatically and get back to normal.

        We will also do manual checking of accounts known to be affected.

        The biggest downside risk is if you have a very stringent renewal policy set up in renewal workflow, system might start sending emails and other renewal actions for members whose renewal payments are being missed because of this suspension.

        If you have any renewal actions set to be triggered within less than 4 days after a failed renewal, please disable them for now.

        Please contact support if you believe that your account might have been affected by this problem so that we can make sure to check it.

        Our apologies for the inconvenience.

        Final fix has been published on Dec 28th and all recurring payments resumed. We have identified 17 member records in total across 5 clients who might have been affected by this bug and will be contacting administrators of those 5 accounts individually.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Wild Apricot allows you to specify 'Reply-to' name and email different from the 'From' name and address (Settings/ Organization details).

        Version 4.3 currently has a bug which ignores Reply to address - so emails are sent with From email address only.

        -----

        UPDATE: This has been fixed in version 4.3.1 published on Tue Dec 20

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        This makes it inconvenient to review work done in the backend. Correct behavior is if a particular web page was viewed in the admin backend to stay on the same page.

        -----

        UPDATE: This has been fixed in version 4.3.1 published on Tue Dec 20.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Trying to open admin backend via a direct link like <yoursite>/Admin/Default.aspx results in Access denied message.

        Workaround:

        When you see Access denied message, click on Home link within the message and then use 'switch to admin view' link at the top of the page

        -----

        UPDATE: This has been fixed in version 4.3.1 published on Tue Dec 20.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Event calendar shows events which are marked as invisible (in the admin backend).

        -----

        UPDATE: fixed in update 4.3.1 on Tue Dec 20

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        When using the new theme 'Granite', changes made via Point and click customization page are not applied.

        This is being worked on and will be released in one of the next hotfixes.

        -----

        UPDATE: Fixed in Jan 26th hotfix

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        We have tracked this down to some mistakes in the database script involved - most of the times this was happening to email drafts with a large number of recipients.

        -----

        UPDATE: This has been fixed in version 4.3.1 published on Tue Dec 21.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Emails were rejected by a number of domains and resulted in email delivery failures recorded for these contacts. Our investigation found this to be due to specific settings of these domains mail servers ("550 Access denied - Invalid HELO name (See RFC5321 4.1.1.1) ")

        We have updated our email sending settings to include valid HELO name and this will be published in version 4.3.1 on Wed 21.

        In the meantime, we have temporarily switched off automatic disabling of emails for contacts with delivery problems on client accounts which reported this problem to us.

        -----

        UPDATE: Resolved in version 4.3.1 published on Tue Dec 20

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Trying to open some emails in the email log leads to 'Internal error' message.

        Our investigation shows that this is limited to a number of specific circumstances, e.g. 'membership initiation' email for contact records who are no longer members.

        -----

        UPDATE: This has been fixed in our Tue Dec 20 update.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        It sometimes happens if email tracking is switched on, some recipients clicking the links will see 'Resource not found' message.

        We have tracked this down to some changes in version 4.3 emailing architecture. What happens is we are handling various aspects of email sending in parallel to increase performance. As a result, in some cases email is already sent to some people - while the database of links to be tracked has not been updated yet!

        If people wait a bit, tracking links will start working.

        Current workaround to prevent this altogether is to not use link tracking function.

        -----

        UPDATE: Fixed in our jan 26th update.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Authorize.net receipts showed incorrect company name - own organization name instead of the buyer's organization name.

        -----

        UPDATE: This has been fixed in our Tue Dec 20 update.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Prior to version 4.3 each online payment always correlated to one particular transaction. Thus, we were able to send detailed transaction information to the payment processor with each payment.

        In version 4.3 one payment can correspond to several invoices. Because of this - and also because we did not realize that a number of people were using the information shown in the payment processor for various reports and workflows - we changed the payment information sent to payment processors. As of now it only includes invoice number(s).

        This has caused pain to a number of clients who turned out to be relying on payment processor reports/emails in their workflows.

        We are currently analyzing the ways to improve this, at least for cases when payment is for one particular invoice.

        -----

        UPDATE: we have designed and implemented the changes, providing more information with each payment in our update on Jan 26th.

        Note: In PayPal, full information is shown in emails, however it is not displayed in PayPal reports.

        Prior to ver 4.3 you could only pay for a single invoice and so we were sending the transaction to PayPal as a single item (basically a buy now button) - in this case PayPal shows the actual item description in their reports.

        In 4.3 you can pay for multiple invoices at the same time and so we have to send the transaction to PayPal as a shopping cart (basket with one or more items). In this case PayPal automatically shows the item(s) description simply as "shopping cart" in their reports, so nothing we can do about this on our end.The email receipts you get from PayPal however will contain the full item descriptions.

        The workaround is to use Payment reports from Wild Apricot for reporting and reconciliation purposes.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        4. Theme overrides customizations are not properly applied/processed

        We had a couple of clients using Theme Overrides customizations - it looks like their sites are no longer properly applying/processing Theme overrides customization files.

        We are investigating this and will post updates as we have more info.

        -----

        UPDATE: We have tracked this down to some theme override files missing and restored the files.

        (customization files were missing before the upgrade but version 4.3 forced regeneration of all theme designs and this made missing files obvious)

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        3. Email statistics might display incorrectly for some emails

        a) Green/Red bars showing delivery stats might be incorrect - they show fewer emails as delivered, whereas you can see all emails on Delivered tab,

        b) Same as above, plus the Delivery tab only shows 1 row only - even though all the emails have been sent out and delivered.

        This is a display-only problem, emails are actually being delivered, just not being properly reflected in stats. And this would only happen for some emails, not for each and every email.

        Workaround: If your use 'track opens and clicks' option, stats will work for all emails where that option was switched on.

        -----

        UPDATE: Our latest fix on January 26th should resolve this. Note:

        This update changes how we calculate and store email delivery stats. Stats for previously sent emails have to be recalculated. This transition might take up to a few days. During the transition, emails will be displayed in ‘In progress’ state and clicks and opens stats might not be displayed correctly.

        All emails sent after jan 26th will show correct stats immediately.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        2. Bug loading payment list

        If you go under Finances/Payments (and possibly other lists of payments), list of payments will take a long time to load and might fail to load altogether with 'Internal error')

        Workaround: access individual payments in other ways, e.g. from Finances/Invoices/ and then Settlements link or Finances/Audit log etc.

        ------

        UPDATE: We have run some database maintenance procedures and it looks like this issue has been resolved. We will be running some additional tests but for now everything looks good.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        1) Usability issue for manual payments.

        We have eliminated button 'Pay manually' in version 4.3 (and good riddance too, given frequent requests to rename - see http://forums.wildapricot.com/forums/308920-archive/suggestions/8834872-change-manual-payment-option-name )

        Now, if you are using both online and offline payments and pople process any online self-service transaction (e.g. event registration), you end up on the new 'Invoices and payments' screen:

        (see http://help.wildapricot.com/display/DOC/View+account+history+and+pay+invoices )

        The problem is that Pay online is prominently displayed in the yellow message box while instructions for offline payments are shown further down for each invoice - partially. Full instructions are shown when people go to a particular invoice.

        (main reason for this is that you can setup Wild Apricot to show different payment instructions for events vs. other transactions - and even between different events)

        So worst case scenario is that people get confused, fail to find payment instructions and contact you to figure out how to pay - this creates extra hassle for administrators.

        This is mitigated by the fact that they receive an email with invoice including full payment instructions.

        Our product design team is currently analyzing this situation and we have already identified several ways to improve usability of this process. (Main solution is to include payment instructions right in the same yellow box - though this might create confusion in case you do use different payment instructions for various transactions)

        -----

        UPDATE:

        We have now implemented a change in version 4.3.1 (published Dec 20, 2011):

        There is a new text box 'For profile' under Payment settings (the very last text box). Enter text here and it will be shown on 'Invoices and Payments' page above the [Pay online] button.

        For example you can enter something like this:

        ---

        PAYING OFFLINE?

        Please mail your check to ... and close this window

        To pay online, press the button below.

        ----

        Update - Jan 16th 2011

        ----

        Our Nerdy Apricot Omar created a temporary workaround to allow you to add a customizable "Pay Offline" button and message - see http://forums.wildapricot.com/forums/308926-for-designers-and-developers/suggestions/8821471-customization-adding-pay-offline-option-to-paym for full details.

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