Kryptronic Info Center

The Info Center has articles on everything you need to get your site up and running with Kryptronic software. Hundreds of articles are available which contain tips, tricks, software updates and release notes, and everything you ever wanted to know about eCommerce, but were afraid to ask...


Site Doctor: Dealing With an Emergency

Your site was working yesterday and you’ve just heard from a customer that your store isn’t working. The following advice could save you crucial minutes and get you back up and running ASAP!

Call Your Host

Normally, your ClickCartPro or EuropaCart will not ‘break’. Likely something on your host’s end has changed from one day to the next that has caused our shopping cart software to stop functioning. The call to your host kills two birds with one stone.

First, it gives you information on what has changed and gives you the chance to request that whatever has changed be changed back.

Second, if nothing has changed from their perspective, then you can ask them to please restore your site from the latest backup. A good host backs up your site every 24 hours… Normally, that will get things back up and running as soon as possible. If you’re not sure if your host backs up nightly, call them today and ask them.

If they don’t, or they charge for backups… consider calling Kryptronic about Kryptronic Managed Hosting.

Send Details to Kryptronic

We are always happy to help, but there is some information we need before we can really help with anything:

First, we’ll need your FTP credentials. Your host will have this information. It is typically a URL, username and password so we can access the back end of your site to begin support.

We will also need your ClickCartPro or EuropaCart credentials. That’s usually the admin details (username and password) we’ll need to access your store. We may also need your Hosting Control Panel credentials Your hosting control panel is what you use to log into your host to add emails, etc. Most importantly, we’ll also need a Detailed Description of the Problem . Any error messages, behavior, etc.

Submit this information using our Level 1 (Free) Support Ticket form.

Why an email before a phone call? We are always happy to speak with you, but in the case of an emergency, we’re going to need the above information first. Usually, if someone calls us, they don’t always have everything readily available and then precious time has been wasted before we can begin to look at the situation. We’d rather that our first communication back to you, is us telling you the site is LIVE again.

Kryptronic: Security. Stability. Reliability