Customer Has A Cookie Problem

Firstly if this is in wrong section, so sorry, wasn't sure where exactly to put it.

We have v1.3.9d, installed that version, Image Handler is only addon, we are using our own theme we created with the tut here at zen, no errors.

Can anyone help us please?

We have one customer that cannot access anything in the store except homepage. The following is her questions all we have tried and nothing has solved this.
Our very frustrated customer as Q: and we tech support of store trying really to solve this as A:.

Q: Have been sitting here at your site trying for the last 45 minutes to try and order some tubes from you and your site is not allowing me to. It says set internet security to medium ( It was already set on this ) Then says allow Cookies ( cookies are allowed) but yet I STILL can not purchase from your store. What else can be done?

A: please give us as much info as you can. What are the errors saying what is happening can you give screen caps.

Q: Well as of right now I can't even load your site so I can't give you screen shots. If I try to buy a tube or even create an account it says I must have cookies enabled ( and they are) and I need to have my internet security on Medium ( which it is) but yet I still can not even add a tube to the cart or create an account.
The site finally came up and this is the page that I get when I try to add a tube or even create a user account

A: Ok thank you sorry again your having trouble. We will get it looked into as soon as we can.
Try clearing your history and then close out Firefox. Re-open Firefox and try again. If you still have this issue please let us know.

Q: I have done that and it does the same exact thing.Guess I just wont buy anymore

A: We understand you are having issues and are upset..Please give us a chance to look and see what the problem is. Our tech support will look into this and see what she can do to fix this asap.. Hope you understand.
Lets try this. You will need to go Tools >> Options.. >> Privacy. From there under history select from Firefox will: Use custom settings for history. Your screen will change and be similar to below. Click the Show Cookies… button to manage your cookies. And then remove all cookies. You will have to go back to your favorite sites and get those cookies back. That should help you. We all use Firefox so I'm not sure why that it not letting you in.

Q: That doesn't work either, nor does it fix the issue in Google Chrome, Opera, or IE. Thanks for you time but I guess I'll just spend my money at the other companies where I can purchase with no problems what so ever.

A: So sorry you are having problems.
Could it possibly be an antivirus or a firewall setting that is blocking the site cookie?
Can you please, if you have either, look and adjust the settings to allow xeracx.net as a safe website please.
We are really trying to solve this for you and seems the problems registered members are having are issues related only to them. No one else has mentioned cookies as a problem.
We will do the best we can to try to get you able to access.

Q: Its not on my end as I have done everything to be able to buy from you. My computer has ALWAYS allowed Cookies the "Site Cookie" isnt being blocked as its already in my computer, so it's not a cookie problem. Cleared them all out and tried again. Same thing as before.
I even took my normal setting on my computers security down to get in and that didnt help. I even completely shut off my firewall and my anti virus ( WHICH I NEVER EVER DO) and the same thing came up, cleared my cache everything. I just wont buy no more.Hell I even tried to see if it was the zen stores and went shopping at some scrap stores today and I could spend my money there. I will buy elsewhere as I really don't need to be spending what little free time that I do have in my life trying to buy from a store that for some reason doesn't want my hard earned money.

A: We are sorry for this inconvenience. We are looking into this as we are not sure why it is only happening to you. We are in no way doing this intentionally and do apologize. Please bare with us as we figure out the problem.

Does anyone know please? It seems to be only her, no one else has had any issues with accessing.
Our store is at http://store.xeracx.net, and please it does contain adult images so be careful if youre concerned about that.

Added a test account.
Created one named test.
Login is [email protected]
Password is testing

No replies at all? We have more getting this problem.

What happens if you apply the fix on this thread:
http://www.zen-cart.com/forum/showthread.php?t=158178&highlight=cookiedomain

Yes we have.

It's almost impossible to diagnose a single customer's problem from where you are (I know - I used to do it for a living :laugh: ). It obviously has nothing to do with your store. I hate to lose a customer, too, but I'd apologize (and, given her lack of courtesy, I might not even do that) and let her go. It could also be she's just messing with you.

BTW, what's a 'tube' ?

stevesh:

BTW, what's a 'tube' ?

Source: graphicssoft.about.com/od/glossary/f/picturetubes.htm

*"Picture Tubes", or simply "tubes," are a feature of the photo editing software Paint Shop Pro, which was originally developed by Jasc Software and is currently owned by Corel and marketed under the brand name Corel Paint Shop Pro Photo. The Picture Tube is a tool in the Paint Shop Pro software which allows users to "paint" with a series of objects. As the user drags the Picture Tube "brush" across the document, the objects are sprayed onto the page. Users can also click on the page instead of dragging to stamp objects onto the page one at a time. Qualities such as rotation, spacing, scatter, hue variations, and so on can be adjusted to vary the results of the Picture Tube strokes. *Nowadays though the term is used in a broader sense to include PNG images of many things, for example artist's renderings of people, animals...etc etc lol

Hope that helps explain ;)

I trust you still took her order over the phone...

Just becuase a site is not "functioning" for a user, does not mean you should lose the sale.

I'd accept an order even if it was delivered to my fromt door by a little man in a loin-cloth carrying the order in a cleft stick.

I've been having the same problem for quite a while now. I've lost almost 10 customers because of this. We are using 1.3.9f.

Not only is it truly frustrating, but we're also a newly established publishing company. You can quite imagine that these customers don't only contact us to say "Hey, there's a cookie problem. How do I fix it?"

They literatlly go on social media networks and put in on places like your company facebook front page for everyone else to see.

Is there anyone has resolved this issue?