I’m hoping you can help. About a week or two ago, my client started receiving calls and emails stating that when customers are clicking on the checkout button, either:
1. Their cart was empty
2. The button disappeared
3. It didn’t take them to the next page

This does not happen to everyone. We have not been able to find a pattern between mobile vs computer or different browsers. I can’t duplicate the problem, but my client is receiving complaints daily.

Here is one of the products on the site: https://www.texasstardinnertheater.com/proddetail.php?prod=2021-07-03

We are running version 7.2.3. I’d rather not have to update until we need a security fix because we have edited a couple of the core files so we can email my client a BCC of customer confirmation emails. (last update in August 2020)

The only other custom code we have is at the bottom of the page after the </body> tag. This is code to send customers to a different page if over $4500 of products is in the cart. I’m not sure if this could cause the problem, and if so, why it would start all of a sudden a couple of weeks ago?

I have some css applied to the checkout button, but I don’t think this would cause it either. Please help. My client is about to kill me!

Have you thouroughly tested your site to be sure there is no issues with a www and non-www url?
The same with http vs https...

Do you have redirects in place to force the user to stay on www?

The reason is, this can cause customers to lost their cart contents as mentioned.
Have you been able to replicate any of these issues?

Thanks,
David

Yes. I have. It was the first thing I checked because I already made that mistake before a long time ago on a different site.

If that's the case, I would check this carefully to make sure there is no unintended actions.

quote:

---

This is code to send customers to a different page if over $4500 of products is in the cart.

---

Perhaps remove it and see if the problems go away.

David

I tried the site in question and I think Dave is right with his first stab. You can access the site on the www. and the non-www. form of the URL and cookies will treat those two like separate domains. You need to plump for one (preferably www.) and make sure there is an entry in the .htaccess file to force URLs onto that one. Also make sure the Store URL coincides with the one you choose.

Vince

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Cool. Let me triple check everything. I'll get back with you on this.

It's been a while since I worked on this. I have been very sick.

I updated the htaccess file to redirect to https and www always. I have tested it multiple times.

We are still having a few people call and say they are having the problem. Any more ideas?

MB

Hi MB
I tried adding something to the cart, moved around the site, clicked the checkout button and so on. I see everything is now on www. and HTTPS which is great and there is no way to move off that. Has anything changed at all? Have you managed to recreate the customer's problem?

Vince

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Hi. Thanks for your quick response. I have NEVER been able to duplicate the problem. Thanks for double-checking the https and www redirects. We thought it was fixed and then recently we've had a few calls.

I am thinking maybe some of the customers have been on the site before to purchase tickets and the www, non-www inconsistency (which we fixed) was cached for them (phone, computer, isp, whatever) and that is why they are getting the error. I asked my client today if the people who are now calling were previous customers. They said they know for sure the last two who called with the problem were indeed previous customers.

My client will now ask that question of anyone else who calls in. If this is the case, is there something I can do to make sure people aren't seeing a cached version of the store?

Thanks,
Mary Beth

Hi Mary Beth
I use this page a lot to check the headers returned from the server, and they would indicate if caching is set...
http://tools.seobook.com/server-header-checker/
Entering your URL's I don't see any signs of caching. But it may be that customers who expect to see items in their cart from HTTP now don't see them on HTTPS.

Vince

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Still two months later, we are having this problem. Yikes. My clients get probably 10 calls a week, and that is just the customers who call.

The staff have been asking questions to try to narrow down where the issue is. We can't see anything in common as regards if it is mobile or computer, PC or Mac, or what browser or version they are using. HTTP/HTTPS and www / non-www were fixed over a month ago.

What we do know is what part of the cart it is happening on. It the page in the image, which is the first page in cart.php where it shows what is in the cart. After clicking on "CHECKOUT" the customer either sees a blank screen or the button does not work.

[img]https://ibb.co/0XbJFxx[/img]

Is there any code or script on this particular page that could be throwing unexpected results?

Thanks,
Mary Beth

Hi Mary Beth
I can't actually see that image. Can you check the URL?

Vince

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Can you just go to this link: https://ibb.co/0XbJFxx

Can you send me the site FTP login to my email (vince AT ecommercetemplates DOT com) and I'll check on this custom code in the cart page to see if that could be the problem.

Vince

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