Checkout rarely completes, but sometimes does.

-- url of the page with the problem -- : www.halfdeadskateboards.com
-- HikaShop version -- : 2.2
-- Joomla version -- : 3.1.5
-- PHP version -- : 5.4.17
-- Browser(s) name and version -- : Firefox 23.0.1
-- Error-message(debug-mod must be tuned on) -- : Error_message

I'm hosting with 1 and 1, and am building my site using Joomla 3.1.5 and HikaShop 2.2. I'm getting an intermittent error at the checkout stage.
- I can select products and put them in the shopping cart.
- Once there I am getting some errors I see the screenshots in the attachments (checkout 01, 02, 03.jpg) directly after putting the item in the shopping cart.
- I change the billing and shipping addresses to my preferences as they are different, then hit the "Proceed to Checkout" button
- The screen reverts to the same but with the address changes I selected reverted to their original state, and no other message. This behavior is the same if I choose USPS or UPS as the carrier.
- If I hit the "Next" button at the very bottom of the screen, it returns the same screen as before, but this time with the address changes I selected retained.
- If I then hit the "Proceed to Checkout" button it returns to this same screen with address changes retained.
- If I click the "delete from cart" (x) button, the cart empties and I am taken back to a category view, with a message showing stating "Message: The cart is empty"

This happens 95% of the time, but occasionally it will decide to let me through right to the Amazon checkout system (to their page) but even getting to that stage I get an error message stating "Invalid signature". I'm using the Amazon payments sandbox for testing purposes.

I'm stumped - please help!

Thanks in advance,

Lee.

Hi Lee,
Regarding the UPS error message, we already fixed it so can you download the last Hikashop version, install it, and test it again ?

Hi Mohammed,

I downloaded and installed the 8-22 build of v2.2 and not only did it not fix the issue it's actually worse. Now the cancel / remove from cart buttons don't work either. Any suggestions?

Thanks

Lee

Ok so can you give me a temporary access to your website for testing purpose ? and also give me more information about the problem that you are having.

Hi Mohamed,

Sent a PM with access details and more info.

Thanks in advance,

Lee

Hi Lee,

The checkout workflow is hanging up at the checkout stage. I can put items in the cart, but now I cant take them out whereas before the reinstall yesterday I could take them out at least. It appears to be having issues deciphering which shipping system to use - I have USPS and UPS plugins configured. I can update the cart with a different shipping choice with the "Next" button, but when I hit the "Proceed to Checkout" button it loops back to the same page, with no apparent effect.

Prior to the update, I could occasionally get through a checkout and land on the Amazon payments page (where I have the sandbox enabled) but there was no obvious consistency to it and seemed to happen at random.

I've done some tests through your website and :
1. I can update the product quantity through your cart during the checkout
2. I don't have any error and I'm correctly redirected to the PayPal payment platform.

Did you solve the problems that you were having ?

Hi Mohamed,

It would appear so, but I have no idea how! That scares me somewhat - but I'm plowing onwards. Thanks for taking a look. Much appreciated.

Lee

I think that this is just coming from the fact that you have updated your Hikashop version .

-- ============
-- primary site
-- ============
-- url of the page with the problem -- : www.karaleekaranavets.com/store.html
-- HikaShop version -- : 2.3.1 (installed com_hikashop_business_2.3.1_2014-06-13.zip)

-- ===================
-- subdomain test site
-- ===================
-- url of the page with the problem -- : testkkvs.karaleekaranavets.com/store.html
-- HikaShop version -- : 2.3.1 (installed com_hikashop_business_2.3.1_2014-05-26.zip)

-- HikaShop version -- : 2.3.1 (downloaded com_hikashop_business_2.3.1_2014-06-22.zip) currently not installed

-- Joomla! version -- : 3.3.1
-- PHP version -- : 5.3.26
-- MySQL version -- 5.5.37-cll

-- Browser(s) name and version -- : Firefox 30.0
-- Browser(s) name and version -- : Google Chrome 35.0.1916.153 m
-- Hoosting -- Crazydomains Economy

-- Error-message(debug-mod must be tuned on) -- : The cart is empty (however the cart module still displays items in the cart)

Hi there,

this is Robert from bluetinweb, Meredith is our client.

The problem we are experiencing is that we can no longer reliably have customers purchase through the shop. We are getting random success/failures occurring during the checkout process. The symptoms are that the cart gets dumped/emptied during the login/customer address step or when selecting a pickup location or even when clicking on the Finish button. This occurs when you log in as a previous customer or when you log in via the checkout process. The customer can rarely gets to the PayPal portal. This problem has manifested in the last week.

I have currently placed the main site's shop into catalog mode to avoid further errors with the Karana Karalee Vets customers.

The customer login module is located on the /store.html page and below.

I have tried both with and without cache set. Currently I have cache on with a conservative setting, via file and set to 15. I have cleared the cache as well as browser history.

Scenario - login as a previous customer (testkkvs sub-domain)

1. enter username/password to login via the login module
2. select a product to buy - add to cart - select proceed to checkout via the pop-up.
3. click next to proceed to step 2 of the checkout (login)
4. click next to proceed to step 3 of the checkout (pick-up location)
5. click finish to proceed to step 4 of the checkout (end)

and ideally get to the last step

6. paypal portal (select Cancel and return to Test Seller's Test Store ***** only in the test site *****)

I have created an account that can be used if you need access to the admin console.

Any help would be appreciated.

Hi,
That's maybe coming from a cache issue so can you disable the Joomla cache, and clear it ? You'll also have to disable it in the joomla config, and unpublish the cache plugin. Also can you clear your browser's cache and try it again ?

Hi Mohamed

I disabled and cleared the cache - made sure it was unpublished and even purged expired cache.

I am using a different PC with today's testing - still Firefox 30.0 (which I updated today too). I also cleared browser history for today.

I managed to successfully run through three (3) purchases (however I am still cancelling it on the test website at PayPal). I just need to prove that the shop/customers can get to the PayPal portal. My fourth (4) purchase failed during checkout with a similar result as my previously attached screen shot.

I varied my approach today as well:

#1 (Order number - KVS-00031) logged in and bought a product and continue to checkout via popup and then progressed to paypal.

#2 (Order number - KVS-00032) logged in and bought a product, changed the pickup location, bought a second product and used the Proceed to Checkout in the Cart Module and then progressed to paypal.

#3 (Order number - KVS-00033) bought a single product, continued to checkout via the popup and then progressed to paypal.

#4 logged in and bought a product and then progressed through the checkout and FAILED to get to paypal.

I have noticed quite a few Customers Carts being generated based on the testing purchases I am making. Is this normal?

Any thoughts?

Note: this is the test website I am using as I have disabled the main site (catalog mode only). The test site is a fully functioning site and is the customers "sand box" site.

regards
Robert

Clarification:
The Customers Carts being generated are directly based on the current logged in user's cart, however they come up as No Registration. In other words, multiple carts are being generated for the one single purchase....

Hi there

we were hoping for some more help and assistance with this problem please.

The shop is still in catalog mode.

regards
Robert

Hello,

I have created an account that can be used if you need access to the admin console.

A temporary access to your back-end will probably help us to understand you issue and from where it's coming, so can you send it to me through a private message ?
Thanks.

Mohamed, I have sent you a message with the details as requested. Thanks Robert

Hi Mohamed,

just wondering whether you have had any luck with reviewing our settings in the administration and setup of Hikashop Business?

I did clear the Customer Carts the other day prior to my last 4 test purchases - as per my previous post. So the carts in the system currently are the ones generated by those 4 tests - however there are 8 carts there, and seven are no registrations. I did cancel the first 3 purchases at the PayPal portal - and this does remove the carts from the list.

just more info.

regards
Robert

Hi Robert,

I just tested it with several cases and it worked fine, I'm always redirected to the shop when I cancel my order with my cart unchanged.

Hi Mohamed

thanks for having a look and doing some testing. With 3 successful purchases in a row.

We will put the production site back online for our client, and monitor it.

kind regards
Robert
(bluetinweb)