INTERNAL | eCommerce Website Not Updating After Expert to Elite Migration 

With the recent increase in Expert to Elite migrations, we are seeing some issues with POR Task Runner services not being started/restarted after the migration. This causes issues with customers' websites updating, creates issues with web payments downloading and importing into their POR, etc. This document will review how to troubleshoot and determine that the issue is a POR Task Runner Service Issue.

EXAMPLE: Tropic Equipment Rentals case 00600267

1. Log onto customers' TeamViewer connection. First, navigate to Makeweb (their Update Website program) and make sure you can MANUALLY update the website. This should work OK if this is a POR Task Runner issue, as manually updating the website does not require the task to run. If it does NOT work, please see other troubleshooting guides for other potential issues.
      
2. You can also check by opening Web Quote Import, and then after opening the Web Quote Import screen, check their POR/web/logs/_makeweb log files to make sure that when you opened Web Quote Import, it successfully connected to our web server and downloaded any pending XML files, which would've shown in their Web Quote Import screen.
       
3. Check their POR Task Runner service now. If you get this error message (see image), it is a clear indicator that something is wrong with their POR Task Runner services, hence why the auto-update, which happens daily via the task, has stopped working.

Report this to the IT team ASAP so they can check and fix the POR Task Runner Services. This is something that the POR IT team needs to restart/fix after the migration has been done.

NOTES

• If a store has any type of catalog hosted with us, Rental Hosting (single-hosted, dual-hosted, WP plugin), the Website Update task should run ONCE a DAY, ideally scheduled at some random late night/early morning time (e.g., 03:37 am or 01:13 am, etc.).
   
• Certain scheduled tasks ONLY run a certain amount of times a day (set minute intervals), while others run only once daily. For example, the Update Website task runs ONLY once a day at a set time every day, while the Quote Import task runs EVERY HOUR (in certain cases, but not often, it will run every 15-30 minutes).
   
• In some cases, for Customer Portal clients (not for those with a website + integrated catalog), we may have set the Website Update task to run every 2 hours or 4 hours, and that's OK, the comment on the task says something about "Customer Portal).
  
  
• When diagnosing Task Runner task issues, you need to look at the following folders to ensure the tasks are actually getting fired up by Task Runner:
  • For Quote Import task in Task Runner (used for auto-downloading & 
          auto-importing webpay xml files, take a look at makeweb log files under 
          /POR/web/logs and the log files start with _makeweb*.log
    
    
  • For Website Update task in Task Runner, take a look at makeweb log files 
          under /POR/web/logs and the log files start with makeweb*.log 
          (WITHOUT leading _ in filename)