Issue
When attempting to purchase a OnePay return, the transaction results in either an "Unable to connect to the OnePay" error or the user experiences an empty shopping cart.
These issue may result from ant-virus settings blocking a transaction, an existing firewall set to strong protections, or a change in Internet settings following a Windows software update.
Anti-virus settings
Ensure that ProFile has been added as an exception to the anti-virus software running on the machine. Visit the software's website for instructions on how to create program exceptions for the particular anti-virus software and version being used.
Note: ensure that the anti-virus software is up-to-date before creating exceptions, and always reboot the computer after creating exceptions.
Internet settings changed with Windows update
Internet settings can change with a Windows update, which may result in the issues being experienced.
Note: The following displays the example for Windows 10 operating system.
2. Select the Network and Internet option:
3. Select Internet Options; the Internet Properties window displays:
4. Select the Connections tab:
5. Click LAN Settings; the Local Area Network (LAN) Settings window displays.
6. Uncheck the Automatically detect settings box:
7. Check the Use a proxy server for your LAN box.
8. Click OK.
9. Select the Advanced tab on the Internet Options window:
10. Scroll down and check the following boxes:
Use SSL 3.0
Use TLS 1.0
Use TLS 1.1
Use TLS 1.2
11. Click the OK button.
12. Select the Privacy tab:
13. Click the Advanced button; the Advanced Privacy Settings window displays:
14. Select the Accept option under the First-party Cookies and Third-party Cookies sections, and check the Always allow session cookies box:
15. Click OK.
Adding Permissions in Windows firewall
Review our support article Creating an exception in Windows Firewall for ProFile to add a permission for ProFile to your Windows firewall.