Getting errors from IE from customers..

Hello all,
A while back i kept wondering why people were abandoning their carts while using the checkout facility, i did try to email some, but only 2 came back saying they had problems with the checkout system and Paypal.
I placed dummy orders myself and all went well, i was using Firefox.
I then left it alone and things were going ok.
people were paying via worldpay, either as guest or full account, and people were also paying via Paypal, guest or full account.
Now, today, i had a customer ring me up saying she has tried 4 times to place an order via Paypal, but when it gets to the transaction page it gives her errors, i asked what they were and she could not remember :lookaroun
I asked if she was using internet explorer, and she said she was, she also stated that the page took ages to load :(
I then went onto another pc of mine, had internet explorer 7 and i got lots of ssl cert errors saying the site was not trustworthy..
I updated to IE9 and now i get told some pages are not safe to view because the certificate is out of date (which i know it's not)

Why do i get these errors in IE? Firefox works fine as far as i can see.
Seems to be more of an issue with Paypal and IE than Worldpay and IE if that makes sense.
What i would like, if possible, is for people to go through my site as if they were to make a purchase, and not complete the sale to see if any problems occur or come up.
One problem my customer said, was when she was on any page, if she moved her mouse around, the whole page would disappear and leave the pink background :ohmy:
Im sure this is an IE error, but need some advise please.
My site is http://www.cakekraft.co.uk
If I have out this in the wrong section, then i'm sorry, please move it.
Thanks in advance,
Nic.

OK

this part (livezilla) is breaking the security of the page, possibly giving errors

https://www.cakekraft.co.uk/index.php?main_page=shopping_cart

<!--// bof: bannerboxall //-->
<div class="rightBoxContainer" id="bannerboxall" style="width: 182px">
<div class="sidebox-header-left"><h3 class="rightBoxHeading" id="bannerboxallHeading">Need Help ?</h3></div>
<div id="bannerboxallContent" class="sideBoxContent centeredContent"><!-- LiveZilla Chat Button Link Code (ALWAYS PLACE IN BODY ELEMENT) --><a href="javascript:void(window.open('http://www.cakekraft.co.uk/livezilla/chat.php','','width=590,height=610,left=0,top=0,resizable=yes,menubar=no,location=no,status=yes,scrollbars=yes'))"><img src="http://www.cakekraft.co.uk/livezilla/image.php?id=04&type=inlay" width="141" height="81" border="0" alt="LiveZilla Live Help"></a><!-- http://www.LiveZilla.net Chat Button Link Code --><!-- LiveZilla Tracking Code (ALWAYS PLACE IN BODY ELEMENT) --><div id="livezilla_tracking" style="display:none"></div><script type="text/javascript">
var script = document.createElement("script");script.type="text/javascript";var src = "http://www.cakekraft.co.uk/livezilla/server.php?request=track&output=jcrpt&nse="+Math.random();setTimeout("script.src=src;document.getElementById('livezilla_tracking').appendChild(script)",1);</script><noscript><img src="http://www.cakekraft.co.uk/livezilla/server.php?request=track&output=nojcrpt" width="0" height="0" style="visibility:hidden;" alt=""></noscript><!-- http://www.LiveZilla.net Tracking Code --><br /><br /><img src="images/aniside.gif" alt="Shop With Confidence" title=" Shop With Confidence " width="125" height="600" /></div></div>
<!--// eof: bannerboxall //-->

note it is using src="http:
instead of src="https:

which will generate errors on browsers

nigelt74:

OK

this part (livezilla) is breaking the security of the page, possibly giving errors

https://www.cakekraft.co.uk/index.php?main_page=shopping_cart



note it is using src="http:
instead of src="https:

which will generate errors on browsers

Ok thanks for that,
Where would i find this page to edit?
Ill try looking now for it, so might be back :)
Nic

Ok, found it, should be ok now.
Can anyone else check over the site as mentioned above to see if any more errors come up.
Thanks
Nic.

OK Bridge you still have 2

img src="http://www.worldpay.com/images/poweredByWorldPay.gif" border="0" alt="WorldPay Payments Processing"

and their is still an http: link in the livezilla script

src="http://www.cakekraft.co.uk/livezilla/server.php?request=track&output=nojcrpt"

-----------------------

This is how you look for them

when you go to a secure page if the padlock isn't showing or the addressbar isn't yellow (or green)

do a view source of the page (right click on the page and select "view page source")

and then do a search for

src="http:

and that should bring up all the problems

-- I don't use firefox but a think firefox blocks the insecure scripts, so you don't get a warning, whereas most other browsers give you a warning, or don't show the secure padlock (or addressbar colour) to indicate the page is secure

Hi Nigel,
I have amended the two errors that you have kindly found.
As i cannot check myself as mentioned in the previuos post, could you, when you have time, re-check for me to see if any more errors occur?
I would be very appreciated.
Thank you
Nic.

I'm not getting any errors on the Login or Create Account https pages when using IE 8 or Firefox.

Vger

Vger:

I'm not getting any errors on the Login or Create Account https pages when using IE 8 or Firefox.

Vger

Hi Vger,
Thats good news so far :D
Thank you for checking for me.
Regards
Nic.

Hello all, just a quick update with these errors i was getting,
They are still there :no:
I even went as far as to hire someone on O Desk, paid a deposit, then 2 days later they said they cannot fix it :(
This is what happens (taken from emails from my customers):

"Hi

I have tried 3 times just now to place the order but there seems to be a problem with paypal on your site?

Nicky"

"It still doesnt appear to be working. I go to paypal and confirm the
payment, then it goes back to your website and my items are still in the
basket. Very confused??"

I have been told my site is broken in IE7, now i have tried to order etc on my 2 pc's with no problems using FF and IE8 + 9
But i think these errors and problems are aimed at IE7 and Paypal.
Worldpay however, works fine on all platforms.
Is there someone out there that can fix this for me please?
Im loosing 6 out of 10 sales because of this and i do not know what to do :unsure:
It needs someone who can check through my site for errors and fix them. easy for me to say but that's what is needed.
Any help would be grateful, i am also willing to pay if needed.
My site is http://www.cakekraft.co.uk
Regards
Nic.

Have you turned on logging for paypal,

have you checked the /cache folder for error messages

I honestly don't know why IE7 would give a problem, how sure are you that it is only IE7.

----------------------

When people say "broken in IE7" what are they meaning, is the layout effected or is it just the paypal not going through

Hi Nigel, once again thanks for getting back so quick to assist me :smile:

nigelt74:

Have you turned on logging for paypal,

Im not sure where to find this - sorry :blush:

have you checked the /cache folder for error messages

I have checked for the errors and this is what i get when people cannot complete their Paypal payment (well some but not all)

[23-Aug-2011 02:45:21] PHP Warning: require(includes/templates/template_default/templates/tpl_wp_callback_hacker_response_default.php) [<a href='function.require'>function.require</a>]: failed to open stream: No such file or directory in /home/cakekraf/public_html/includes/templates/modern_black/common/tpl_main_page.php on line 125
[23-Aug-2011 02:45:21] PHP Warning: require(includes/templates/template_default/templates/tpl_wp_callback_hacker_response_default.php) [<a href='function.require'>function.require</a>]: failed to open stream: No such file or directory in /home/cakekraf/public_html/includes/templates/modern_black/common/tpl_main_page.php on line 125
[23-Aug-2011 02:45:21] PHP Fatal error: require() [<a href='function.require'>function.require</a>]: Failed opening required 'includes/templates/template_default/templates/tpl_wp_callback_hacker_response_default.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/cakekraf/public_html/includes/templates/modern_black/common/tpl_main_page.php on line 125


I honestly don't know why IE7 would give a problem, how sure are you that it is only IE7.

Im not 100% sure, but the few that had replied said they were using IE7, but they maybe wrong.

----------------------

When people say "broken in IE7" what are they meaning, is the layout effected or is it just the paypal not going through

What i meant was, people are unable to complete the Paypal checkout, and looking at the error i can se why, they say that seems to be looping - here is the latest email regarding this:

"Hi Nic

Thank you for your email, I have tried again this morning on my work computer and seem to have completed the transaction! It did take a couple of attempts and again it was the paypal part that was the problem. I typed in my card details which then prompted a message to say 'you already have a paypal account', for some reason it allows me to log into my paypal account, brings up all my details then just goes round and round in circles and not confirming payment.

I'm using internet explorer on both computers, but not sure what version it is.

Hopefully I have now placed an order!

Many thanks

Nicky"

Like i said, it's something wrong at line 125 that is causing this, i do not think it is related to any browser now. But seems fine with Paypal Express Checkout but if you go to checkout, click pay by Paypal, it then takes you to a screen where you can either enter your card details to pay or log into Paypal to pay through your Paypal account, this is the bit that "loops"
Thanks in advance
Nic.

Hmmm, this is a wp callback for World Pay! Now im really confused :dontgetit
Worldpay works fine!
Hmm, so there are no errors i can see relating to Paypal as far as i can see, i have around 8 of the above errors, which do seem odd as these are worldpay (i think) yet they happen at the same time the paypal does not work - connected?
Nic

nigelt74:

Have you turned on logging for paypal,

have you checked the /cache folder for error messages

Hi Nigel, i have enabled logging to FTP now, i will post any new Paypal errors / logs as they come, i have however, posted a typical error we get from the cache folder.
Thanks
Nic.

LATEST UPDATE TO THIS PROBLEM....

I have checked the cache logs, and there are no errors from Paypal when people try to make this payment.

It does NOT happen with Paypal Express.

The proceesdure given below is how the error / problem occurs:

1. Customer places an item in cart.
2. Customer then cklicks checkout on the top of the page.
3. Customer then has 3 options, create a new account, log into account or check out as guest. Which ever option they choose, makes no difference.
4. Customer fills in details then clicks either the checkout button at the bottom of the page or Express Checkout (again makes no difference here)
5. Customer is then redirected to the Paypal site, here they have 2 options, either enter card details then checkout or log into their Paypal account. Once again, does not matter which they choose at this stage.
6. Customer logs in to Paypal, then clicks on "Pay Now", when clicked, the customer is returned back to the last page of the original checkout on my site with the shipping costs on etc, they do this several times and then give up. This is where it is "looping" No order is placed or any money debited, it just does not complete, it is if it is looking for a page but cannot find it and loops.

I will say, i have tried to replicate this on 2 other pc's, one running Windows 7 the other XP, both with IE7 & IE8 and FF but i cannot get the fault to happen!
I have looked through my records at the Paypal payments i have received ok, and they are mixed with Paypal Express and standard Paypal, so this error / problem happens only to peope either A: not doing something correctly or B: a browser problem??
This is all i can say about it, i do not want to get rid of Paypal as over 70% of my customers prefer it :cry:
Worldpay works fine with no problems at all.
Help :clap:
Thanks
Nic.

This has now been rectified :clap:
This work was rectified ny a member on Odesk very quickly.
Thanks for anyone who helped me here.
Nic

I spoke too soon :mellow:
I am still getting the looping effect when people try to pay via Paypal.
After the customer clicks "Pay Now" in Paypal they are sent back to my websites checkout page to start all over and keeps looping.

Does not happen to all customers either!
Need some help if possible please.
Thanks
Nic.

Hi all,
I had a big problem with Paypal and my site where customers would order from my site and go to pay now in Paypal and they would keep looping back and forth from the Paypal site and mine.
I contacted Paypal and they sent this response:

"Hi Nic,

Your shopping cart has Express Checkout set to send the buyer to PayPal to choose a funding source and shipping address. The continue button should take them back to your web site were they can complete the payment. If your shopping cart allows you to edit the redirect URL you can change this behavior by adding useraction=commit in the redirect URL. When useraction=commit is in the redirect URL the buyer will login to their account pick a funding source and shipping address. The button will no longer say continue it will say Pay Now. This will process the payment and then use the return URL to send them back to your thank you page/return url.

Redirect URL before editing
https://www.paypal.com/cgi-bin/webscr?cmd=_express-checkout&token=<TOKEN>

After editing
https://www.paypal.com/cgi-bin/webscr?cmd=_express-checkout&useraction=commit&token=<TOKEN>

Remember, if you need help getting started, contact Merchant Technical Services toll free: 1-800-852-1973 (8AM-9PM CST M-F) or go to https://paypal.com/integration

Thank you for choosing PayPal, I wish you the best with your future transactions.


Sincerely,
Virgil
Merchant Technical Support
PayPal, an eBay Company "

Now, can anyone tell me how to do what they ask me to do please :P
Thank you
Nic.

Zen Cart already sets the correct useraction when the customer has gone through the required steps. There's no need to edit the code to add "commit", as it already does that now.

Thanks Dr Byte for replying.
What should i do if the code they give me is already doing the correct thing?
Thanks
Nic

[short rant]
I've merged your new thread which contains little useful information other than a dialog you had with a PayPal tech person, to combine it with the other information already in this present thread.
Starting new threads which contain none of the history just annoys those of us who offer our time to troubleshoot problems. Please keep that in mind for the future.
[/end rant]

Also, when you write your next reply, or any new post for that matter, ensure that you've read and included answers to the "Posting Tips" section of the screen so that we have a proper context of information related to what we're dealing with on your site. Things like version numbers and lists of addons are extremely important pieces of information. We'll need that to provide further help.

Additionally, in reviewing your forum posts for the last 2 months, it appears you've been making all kinds of alterations to your site, some unrelated to checkout, and several which could affect checkout.

- worldpay callback problems
- dual pricing mod alterations
- missing fields in your database, at least in the address_book, for no explainable reason
- people abandoning orders for multiple reasons, not just because of PayPal problems
- mods broke the proper display of things like model number from your site
- mods broke proper functionality of reviews feature
- back-button problems
- various problems caused by Simple SEO URL add-on
- language file alterations have caused page headings to not function properly
- security errors on your pages related to SSL cert messages being triggered by addons and their images or javascripts

And this thread here includes a very teensy tiny little reference to a statement that indicated you've added an addon on your site which allows customers to checkout as guest.

All kinds of things in this list could interfere with the normal operation of checkout. The first, which are the usual, suspects in my crosshairs would be both your allow-checkout-as-guest addon and your simple-seo addon. Both those kinds of mods have track records of causing myriad unexplained problems in checkout.


A little background to explain some of what you're seeing ...
Your dialog with PayPal, and your explanation of the steps to recreate the problem, show that you're missing some understanding of how the Express Checkout module works. And, that's totally understandable, because most don't understand all the methods that it uses nor the ways it presents itself to customers. And, I'm not particularly interested in rewriting their 300-page manual here either.
In short there are two approaches:
- Shortcut button on shopping cart page
- Payment radio button on checkout-payment page
If the customer chooses the "Shortcut" button from the shopping cart page, they're immediately taken to the Paypal site to login and/or provide credit card information. At that point they click a "CONTINUE" button (not a "Pay Now" button). Then they're immediately returned to your store to select their shipping options and review the final price including shipping and taxes, and click Confirm on YOUR site, which then charges their PayPal account and completes the order.
If they choose the regular checkout button on your site, and select PayPal from the checkout-payment after already selecting their shipping options, then they're presented with their final price including shipping and taxes, and a continue button on YOUR site, which then takes them to the PayPal site where they login, provide a payment funding choice, and then click the "Pay Now" button to charge their account before returning to your site's "Success" page.

So, the PayPal rep was talking about that "Pay Now" vs "Continue" button allegedly not looking the way you expected it to. There's only two ways that could happen:
a) the scenario you were describing isn't what they thought you were talking about
b) your site's checkout code has been altered such that it thinks the customer is in the wrong mode and is thus presenting the wrong button
and, okay, there's a third:
c) a third option would be that some other customisation on your site is interfering with normal operation and the validations of information exchanged from Paypal back to your store are failing, causing your store to send the customer back through checkout to provide accurate or validatable information.

If you were to set up a brand new clean install of Zen Cart in a new folder and a new database, and only add Express Checkout as a payment choice, and complete a transaction, I imagine it will work properly (else we'd be having hundreds of thousands of complaints about it each day). This leads me to further suspect addons or customisations as the culprits. Determining which one, or combination of them, is a matter of trial and error, which only you can do, generally by then slowly recustomising the new testing site to match the live one, and testing regularly, until it breaks. And then taking appropriate action.