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    Shopping carts empty when using IE

    For five years now I have had reports from customers having their shopping carts empty on them before they could check out, and for five years I have heard the same line from MivaMerchant Technical Staff, that they cannot replicate the problem and no one else in the history of the company has ever had the problem.

    Today I am able to replicate the problem using Internet Explorer 11, every time I use it on my site, and I received emails today from 4 customers who experienced the same problem last night. Apparently they can replicate the problem without having degrees or certifications in computers.

    My customers are generally retirement age people, so not very hip and cutting edge, still using IE like the majority of the general population. So it is kind of their fault for having the wrong settings on the wrong browser, according to some of the technical class I have discussed this with over the years.

    But am I really the only Miva Merchant user who has experienced this problem. And if not has anyone had success in solving the problem.

    It is troubling to me to accept the idea that merchants using Miva Merchant just need to resign ourselves to the reality that some significant percentage of internet traffic cannot ship on Miva Merchant shopping carts.

    Hope there is help out there!

    Bob MacLachlan
    iHobb.com

    #2
    Re: Shopping carts empty when using IE

    Bob,

    This is actually a well discussed topic on these forums. I should clarify what our support personnel meant.

    We test exhaustively and have never reproduced that in a stock setup. In addition unless you can directly provide us steps on how to reproduce it, it's difficult, if not impossible to assist you.

    With that said, there are a number of ways you can screw up your site, an IE 11 is the most unforgiving of them.

    The most common issue we see is a mix of manually coded links in your site what switch between www.site.com and just site.com.

    So in your case if someone goes from www.ihobb.com to another page via a link that's only at ihobb.com, even if your cookies are configured to allow for that to happen, IE 11 will still choke.

    I suggest whoever built your page templates starts there. If you have steps on how to reproduce it, then please post them.
    Thanks,

    Rick Wilson
    CEO
    Miva, Inc.
    [email protected]
    https://www.miva.com

    Comment


      #3
      Re: Shopping carts empty when using IE

      If everything Rick has mentioned is not present, I would be curious if this resolves your issue: http://extranet.mivamerchant.com/for...d-Empty-Basket

      Comment


        #4
        Re: Shopping carts empty when using IE

        Hi Rick
        I built the site and will look into your suggestion. Perhaps I do have a wrong url, but I use the same structure on many sites and never had this issue before, but I will investigate, it is so easy to make a mistake with code.
        In the mean time I have a support ticket in with your techs and that includes some detailed steps that both the owner and customers did that caused the basket to empty.
        I think we are narrowing it down to IE
        Richard Waters

        www.MivaWebmaster.com
        [email protected]
        Tel: 541-943-3268

        Comment


          #5
          Re: Shopping carts empty when using IE

          <helpful_plug>

          One of the reasons we create our Easy Contact module is to track issue such as these. Easy Contact both encourages customers to report problems they see instead of leaving AND provides important background information such as EXACT browser version, cookie support, click path, etc. Makes it MUCH easier to find and diagnose problems.

          </helpful_plug>
          Bruce Golub
          Phosphor Media - "Your Success is our Business"

          Improve Your Customer Service | Get MORE Customers | Edit CSS/Javascript/HTML Easily | Make Your Site Faster | Get Indexed by Google | Free Modules | Follow Us on Facebook
          phosphormedia.com

          Comment


            #6
            Re: Shopping carts empty when using IE

            I have spent hours looking into this and found none of the suggestions changes anything.
            There are no hard coded links or session ID's, it's all standard Miva links etc.
            There are no mixed links from www.ihobb.com and ihobb.com. I have done nothing different than I do on other sites and they do not have this problem. There is no customization on the checkout process or basket.
            The clients has the same issue on two computers. He has emptied cache, history and cookies. He reset his browser settings - all to no effect.

            His orders dropped from 20 to 5 yesterday and so unless this is resolved very soon, he wants to go back to the older version that replaced it. It is a 5.5 store, but the site is ugly, navigation is horrible and illogical, but at least people can checkout. He will then look at other possibilities.

            I have done everything I can think of and am at a loss of what to do. I need Miva to do something to help. Perhaps you are doing something in the background, but I have had no correspondence back from Miva since I opened the ticket.
            You say you can't replicate the problem, I understand this, I can't either. The owner can consistently create the problem and we now know that a lot of customers are having the same issue. May I suggest that one of your high level techs logs into his computer via remote access to see for himself. The business is actually in San Diego, so you can even go down to his office and see it for yourself!

            I need some help here to solve this issue, the owner has had enough. I understand that as the developer, the fault maybe me and if so I need to know. There is nothing special or particularly custom with this site.
            Richard Waters

            www.MivaWebmaster.com
            [email protected]
            Tel: 541-943-3268

            Comment


              #7
              Re: Shopping carts empty when using IE

              Hey Richard -

              Email me directly and lets setup a time to do a screenshare. I would like to see the issue happen and since Bob is able to re-create it consistently that is probably the best place to start.
              Brennan Heyde
              VP Product
              Miva, Inc.
              [email protected]
              https://www.miva.com

              Comment


                #8
                Re: Shopping carts empty when using IE

                Out of curiosity, I was just checking the website. While I couldn't get the basket to empty, I did find that the Remove and Update buttons on the BASK page do trigger warnings when the page is reached by the header's cart link.

                It looks like when you go to BASK from the header link, you land on a secure page. But, when you go to the basket automatically after adding an item to the basket, it is an unsecure version of the page. In this instance, the remove/update buttons work fine.

                It may or may not be relevant, but I do recall this being an issue for us years ago at which time we also had occasional reports from customers about not being able to add items to their cart.


                Paul
                Paul

                Comment


                  #9
                  Re: Shopping carts empty when using IE

                  I wanted to post the solution we found here in case anyone else is experiencing this issue.

                  This issues impacts all versions of Internet Explorer but not other browsers.

                  It has to do with customers having two Miva basket-id cookies, one set at the www version of the site and a second set at the non-www version of the website.

                  If someone has both cookies and is using IE, they will espericnce dropped basket issues like this since IE will send both cookies to Miva, causing it to generate a new basket-id cookie with each page load.

                  As a best practice you should be using the .htaccess file for force customers to the www version of your site (or non-www if that is where you SSL is at)

                  To fix this for customers who already have both cookies set here is the solution we have used:

                  Create a php file with the following code:

                  Code:
                  <?php
                  
                  
                  setcookie('mm5-STORECODE-basket-id','123',time() - 3600,'/','domain.com')
                  
                  
                  ?>
                  Then in your global footer, you need to iframe in this file into a hidden iframe:

                  Code:
                  <!-- Cookie Test-->
                  <mvt:if expr="NOT(g.secure)">
                  	<iframe src="http://domain.com/clear-cookie.php" style="display:none"></iframe>
                  </mvt:if>
                  This will invalidate (delete) the cookie and the non-www version of the site.
                  Brennan Heyde
                  VP Product
                  Miva, Inc.
                  [email protected]
                  https://www.miva.com

                  Comment


                    #10
                    Re: Shopping carts empty when using IE

                    One thing I want to clarify with this issue. If you are using Miva's default cookie settings, this scenario is not possible. Your cookie settings must be modified from default for this issue to occur.
                    Brennan Heyde
                    VP Product
                    Miva, Inc.
                    [email protected]
                    https://www.miva.com

                    Comment


                      #11
                      Re: Shopping carts empty when using IE

                      I'm going to tag myself in on this thread, I've got a store that has had a customer report that when they go to the BASK screen it is empty using Safari / Chrome on a Mac. I was not able to duplicate it on my Mac, but went to a PC and was able to duplicate it using IE. I tried the tips from Dan but basket still emptied. It should be noted the site just recently started using all https but that "shouldn't" be a problem should it?

                      I'm thinking I should open a support ticket for it.
                      Leslie Kirk
                      Miva Certified Developer
                      Miva Merchant Specialist since 1997
                      Previously of Webs Your Way
                      (aka Leslie Nord leslienord)

                      Email me: [email protected]
                      www.lesliekirk.com

                      Follow me: Twitter | Facebook | FourSquare | Pinterest | Flickr

                      Comment


                        #12
                        Re: Shopping carts empty when using IE

                        Leslie, I'm seeing the same thing on a site switched to all HTTPS. I've changed all hardcoded urls, all redirects/rewrites in .htaccess, the "lasturl" function in toolkit...but the problem still happens. The basket gets emptied on my PC using Firefox or IE, but works fine in Chrome.
                        Susan Petracco
                        NetBlazon

                        1.866.400.2444

                        _____________________________________________

                        Like us on Facebook

                        Comment


                          #13
                          Re: Shopping carts empty when using IE

                          If you can send me the URL I can take a look.
                          Brennan Heyde
                          VP Product
                          Miva, Inc.
                          [email protected]
                          https://www.miva.com

                          Comment


                            #14
                            Re: Shopping carts empty when using IE

                            I'll email you. Thanks Brennan.
                            Susan Petracco
                            NetBlazon

                            1.866.400.2444

                            _____________________________________________

                            Like us on Facebook

                            Comment


                              #15
                              Re: Shopping carts empty when using IE

                              Could this have anything to do with the cookie setting that (at least at one time) required visitors to hit a non-secure page to get the basket cookie? From an old thread on the topic:

                              Global Settings > Domain Settings > Cookies. Default setting is "Set only on HTTP connections, without secure flag", you need to change your store's setting to "Set on both HTTP and HTTPS connections, without secure flag".

                              Comment

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