uStore Crashes after proof approval

[MarkR]

Hi All

We are having an issue with uStore with one particular set of products in a specific store. We have a variable data product that has a large number of fields and several product specs that all need to be filled out before the card can be sent to the cart. All of these work perfectly and the on-screen preview shows up correctly. However, when the user is then required to view and approve the proof, the system starts to create the proof then crashes out to an error screen with a "Return to Store" button. When I look in uProduce job center, the correct proof has been created with no errors.

We are on uStore Version 17.1.

If anyone has seen this before any help would be greatly appreciated.

Thanks

[couch]

I haven't seen that behaviour before, but I would recommend an upgrade both for new features and more importantly for security updates.

My first thought was also to check the uProduce job centre - which you already did.

Second log place to look is the uStore logs at: C:\XMPLogs\uStore\CustomerApp

If you don't have access to the file system, you can use Presets -> XMPie Services -> Send logs (just email them to yourself). Unzip and check at the end/bottom of the logs - probably ustore.log or ustoreError.log will be the best place to start.

[MarkR]

Thanks Couch

I have looked at the logs and there doesn't seem to be any errors in there that relate to this issue. 

I will look at doing the upgrade as soon as I can, but one thing I have found is that it appears to be related to the resolution that has been set on the proof. 

If its set to the lowest level then it appears to work ok, but the proof is unreadable. When its lifted, the proof appears to be ok but then crashes the system. Very strange.

[west-digital.fr]

If this is an NG Store, with a full NG workflow on this Product, maybe the C:\XMPLogs\uStore\WebAPI folder could also be of interest, as I understand it contains messages related to the calls of the REST API by the uStore UI.

west-digital.fr

[SteveL]

This sounds familiar, but I don't recall if v17.1 had the problem, or a later version.

Is the product legacy or NG? If the problem is the one I'm thinking of, the problem was with SPA products and the workaround was to change the product to use multi page ordering.

[MarkR]

Hi Steve

The product is NG with single page workflow. The store is a new one built from scratch in V17.1, and the product has been created from scratch in that store. I had previously copied the product from an older store (pre-NG) and turned it to NG, and I thought perhaps that was the issue, so we rebuilt it clean but still getting the same issue.

Do you think the upgrade will fix the issue?

Thanks

[SteveL]

Hi Mark,

I think the upgrade will likely fix the issue, but more importantly it means the issue can be escalated to XMPie Support and on to R&D, if necessary.

[MarkR]

Thanks Steve. Will action the upgrade and see how we go from there

Cheers

[MarkR]

We have now done the update, and this has fixed the issue so thanks to all that replied. 

While the new uStore version is all up and running perfectly, we are now on an older version of uProduce. 

Could someone please point me in the right direction for getting the update files for uProduce. The UI doesn't appear to have an upgrade area like the uStore site.  

I can see the downloaded uProduce installer sitting on our server from a previous upgrade, but this was carried out by xmpie for us, so I don't know where to download the latest installer or where to get instructions and help on carrying out the upgrade.

Thanks

[couch]

As yet, there is no built-in option to upgrade uProduce via the dashboard UI.
Also, since uProduce versions are tied to the Adobe InDesign Server version, and becasue the AIS installer is unique to the customer (the installer itself includes the customer and license information) the uProduce server upgrade is normally performed by XMPie Support, or your local reseller. 

You should contact the reseller or XMPie support to request the required AIS version installer and perform the upgrade for you.