Cart empty when it's not....help?

[Fairyglass]

Hello all,
Over the last few days I've had a number of customers saying they've added items to their cart, only to go to checkout and find the cart is empty. It's an intermittent problem that I can't recreate and it doesn't seem to be at a certain time, or with particular products. It's been happening occasionally for several months, but with the Christmas rush it's become much more apparent.
I've done a search on here and not come up with any comprehensive answers. I'm using Business V8.02 and am hosted by Namesco.
It may not be connected but I've also had a few comments from customers saying they can't progress to the payment page (Protx) and the screen just goes blank.
The domain this is mostly happening on is fairyglass.co.uk but it's also happening on occasion on fairygoodies.co.uk, which is still using Developer V7.
Any/all advice appreciated! Thanks in advance.
Ben

[stuartalsop]

same problem

Hi, Ive got the same problem! when customers click on checkout now in the cart it comes up with shopping cart empty. I have edited this error text to include our number and email just to try and get some customers while this is sorted out. can anyone help us

[Fairyglass]

shopping cart empty when it's not..help!

Help.... the problem's worse today than previously mentioned- I'm wondering if there's an issue with our host (Namesco) or whether it's more likely an Actinic problem? Any advice would be appreciated....

[Fairyglass]

checkout problems

Progress.. I got the following reply from Namesco support- if anyone can qualify this I'd appreciate it as I'm out of my depth here, but losing sales!

"Hi,
It's a fault with the way actinic works. When the session/cookie is set that stores the cart it only gets set for the domain that the site is hosted on *not* secure.hosts.co.uk which is the secure URL.

The solutions are to either to purchase a dedicated SSL certificate for your site (this means the domain doesn't change when they go to a secure connection - which also makes your site look more professional and will inspire more confidence in your users) or to speak with actinic and see if they can address the issue with sessions/cookies across multiple domains. I know other customers have had this problem in the past so I'm sure it's something they can sort out for you."

[RuralWeb]

As I suggested in this thread http://community.actinic.com/showthread.php?t=26177 I would move to Actinic shared SSL.

[pinbrook]

if you are using Protx you don't need SSL. Why don't you take the SSL off the site and see if the situation improves.

[Fairyglass]

checkout issues

Thanks for the replies- Jo I'll see what happens and if I see any marked improvement I'll post back on the forum for everyone's reference.
All the best,
Ben