some customers cant complete checkout HELP!

please can sonmeone help me
i have a store that has been running for about 3 months now and in generalk it is doing very well

but it a few customers have reported that they cant get to the end of the checkout
they get as far asd checkout shipping and then to continue to next step button is completly missing and so they cant reach the payment screen

i have tried from my end and cant get this problem to happen
i have even had customers ring me and give me thier login details and i have put the order through on my pc perfectly ok
but there has been about 12 people that have told me about this so god knows how many it has happened to that hasnt let me know

i am running zen 1.3.5
i have tried using css buttons and also images for buttons but th8is makes no difference

has anyone got any idea's what might eb the problem?

When you have a situation like that, you need to ask the customer what browser and OS they are using. With out those pieces of information it is near impossible to determine the problem or to replicate.

Kim:

When you have a situation like that, you need to ask the customer what browser and OS they are using. With out those pieces of information it is near impossible to determine the problem or to replicate.

we have asked the customers what browser they are using and it is alwasys a different answer

i have tried with firefox both version 1.5 and v2
and also with ie 6 and 7 both 32 and 64bit editions

for the os i have tried win xp, win x64 and windows vista and have not been able to replicate the problem

find out if they are using AOHELL

dont think so because i have been watchng some of them in who's onoline and there doesnt seem to be any particular isp involved

Then also ask if they have javascript disabled or cookies blocked.

When I have bumped into this it has been because the shipping method of choice was usps and they put their address in wrong. The usps module doesn't return error messages so it just doesn't allow the customer to proceed to the next step.

That is where I have had the problem

romanus:

When I have bumped into this it has been because the shipping method of choice was usps and they put their address in wrong. The usps module doesn't return error messages so it just doesn't allow the customer to proceed to the next step.

That is where I have had the problem

ok thanks for the info
but we dont use usps and the button doesnt show on thier computer but if we loginto thier account for them we can place the order fine from our end using thier login and password

well still cant find ther problem
1 thing i have noticed is that when a customer gets stuck the page info from who's onlinecomes up like this:
/index.php?main_page=checkout_shipping&zenid=d510f938bae276c10b28fc87f7a7a32c

and yet most customers that havent had any problems just have the following:
/index.php?main_page=checkout_shipping

does this give anyone any idea's?

What are your sessions settings?

Kim:

What are your sessions settings?

Session Directory /home/modchip/public_html/cache
Cookie Domain True
Force Cookie Use False
Check SSL Session ID False
Check User Agent False
Check IP Address False
Prevent Spider Sessions True
Recreate Session False
IP to Host Conversion Status true

modchipfitters.co.uk:

Session Directory /home/modchip/public_html/cache
Cookie Domain True
Force Cookie Use False
Check SSL Session ID False
Check User Agent False
Check IP Address False
Prevent Spider Sessions True
Recreate Session False
IP to Host Conversion Status true

are these settings correct?

What is your server's errorlog saying when these problems occur?

there is really no errors on the error log that would relate to this issue

You said the only known symptom for this is that the Continue button on the checkout-shipping page is ... not visible?

Sounds like a template/display problem more than anything.

1. What addons/mods do you have installed?
2. What other customizations have you made?
3. Have you tried reloading the tpl_checkout_shipping_default.php file, either from your customized version stored on your PC or from the original that comes in the Zen Cart zip?
4. This is harder, but if the customer were to access View Source in their browser and copy the contents to the clipboard, save it into a TXT file and email it to you, what do you see ?
5. A screenshot from them would be helpful too ... is it possible that the button is hidden under the right-hand column and is actually just a CSS problem on your site?

I was alerted to this problem as well ~3x over the last month or so.
We are on 1.37
Can't say if it was occouring on 1.36

Again, the complaints are small, and have not been able to duplicate this myself until today. Here is what I know:

The problem they complain about is valid
It has to do with a screwed up resolution of some sort on thier machine.
Customers i have talked with ALL have wide screen monitors, and 4:3 resolutions, or some BS setting for resolution.

You can duplicate the problem by taking the checkout_shipping screen and squeezing your browser window narrow. Unlike any other page in the store, THIS page will allow the left column to run over the center content, ie; hiding checkout button, and anything else in that region.

This problem does NOT happen on checkout_payment (next page) you can squeeze this page down, to nearly a single column, never loosing content.

The problem is definite to checkout_shipping

Any help appreciated.

I recently kicked my store up a notch or two, getting pretty busy, and I too have started to notice many in whos online abandoning on this page. Only a few will actually email me, the rest are off to the competition.

Hopefully this explaination will be a trigger for one of the gurus!?

Dave.......

PartII

Figured before someone asked me, I would load the default css to confirm this had nothing to do with mine.

That one acted like a fixed width, my squeezing didn't float like on my live stuff....took a look at the css,
mine: mainWrapper width: 100%

Stock: mainWrapper width: 750px

So to duplicate this issue, got to flip it to non fixed width

Would be interesting if the others that have this issue had the same width change?
Dave.

I'm also having this problem - Since upgrading from 1.3.0 to 1.3.6 some customers haven't been able to get past checkout_shipping. The "Continue Checkout" button is either not there or blocked form view, leaving the customer unable to complete their transaction.

I have not been able to recreate this error. Also, it is only occaisional because we still are receiving some orders. (although I have NO idea how many clients this has angered/driven-off. One of the reasons I know the problem exists is because sales were abnormally slow and I took it upon myself to write directly to someone who had created an account but then did not purchase anything)

The installed shipping modules are: Flat Rate, Zone and Table Rate.

Merlin recommended uninstalling and re-installing the modules and make sure that your zone settings are correct. I did this but am not certain whether or not it had any affect.

It seems that this issue may be more wide spread then first thought.

I thought I put a bandaid on this yesterday, by changing the mainWrapper width in the css from (my mod) 100% back to fixed 750px.

On my end, doing everything I can think of, this (obviously) fixes the width of the store, and rather than proportional/squeezing and getting the overlap with the 100%, we now scroll, and able to see it all.

That being said.........

Got some old duffer that has been pounding pretty hard, likely he has a number of things going on, to start, an eyesight problem, has large fonts set, guessing he has some BS way low resolution set as well.

So now with him claiming he still gets the right pane overlapping to the center, even if he scrolls over, trying to figure if he is just a total dummy, or is he really not able.

The odd tell on him is, he claims, even with the fixed width, he sees the difference between any other page, and the checkout_shipping

Time for one of the gurus to chime in?

Dave.......

yup we are still having a small problem with peoople not being able to complete checkout too and everyone we have spoke to says that the continue button is not there and yet i have completed the checkout for them while they are on the phone using the same details that they entered when they created the account