Website Closing on Customers

[JulieB]

Hi everyone

This week we have had several (5) customers call the office saying that as they navigate around the site it just closes. One guy this afternoon said it was happening on his home and office computer. We have tried asking a few simple questions but...... one did say it closed her internet.

We cannot replicate this. I have spoken to support, they could not replicate it either.

Not much to go on but if anyone has time to take a look and see if they can replicate it would be very much appreciated.

http://www.gardening-naturally.com

[Duncan Rounding]

It seems to be working fine for me.
When you say it 'just closes' - do they mean the browser window closes? Which may infer an explorer crash or similar but you'll need more info to track the problem down I think.

[JulieB]

Hi Duncan

Thanks for taking a look, believe it is the browser that is closing. Will try and get more information from any future calls.

Regards

[Golf Tee Warehouse]

Hi

The only error I could find was if I clicked on the link to "Plum Moth Traps and Refills" in a "You may also be interested in..." link
An example page would where this occurs is http://www.gardening-naturally.com/a...nd_Refill.html, although it happens on any page where there is a link through to "Plum Moth Traps and Refills"

The error that is displayed is:

A General Script Error Occurred

--------------------------------------------------------------------------------
Error: Bad input string "PRODREF=PMT&REFILLS&NOLOGIN=1". Argument count 4.
--------------------------------------------------------------------------------
Press the Browser back button and try again or contact the site owner.

The link that causes the problem is: http://www.gardening-naturally.com/c...ILLS&NOLOGIN=1

Could it be the "&" in "PMT&REFILLS" that is causing a problem?

[JulieB]

Thanks Darren

Missed that one, now fixed

Regards
Julie

[JulieB]

Hi everyone

This is still happening. I have some more information now

Last person that called was a bit more technical. They were using Internet Explorer 6 (service pack 2) It just says it has encountered a problem and is going to close. The debug button just closes the browser.

Anyone any ideas how to resolve this?

[leehack]

Any page in IE6 is crashing for me. Remove any external JavaScript and try without that, that would be my wild guess at the problem. Maybe GA code if you are using that?

[Mike Hughes]

The site looks OK so my suggestions would be:

1. Load IE 6 and see how it works for you.

or

2. Contact Teclan and get them to investigate as it appears to be their template. They seem to have some of their own javascript in there and that might be the problem.

or

3. Not worry too much about it if it's just IE6 and only happens occasionally. IE6 is down to @10% share these days.

http://gs.statcounter.com/#browser_v...-200902-201003

Mike

[Golf Tee Warehouse]

I get a crash on IE6 and IE5.5.
In IE5.5 I get a message saying:

A Runtime Rrror has Occurred.
Do you want to Debug?

Line: 19
Error: Object doesn't support this property or method

[JulieB]

Thank you all for your responses.

Sorry absolutely no idea how to remove external javascript. So passed over to Teclan last night, still awaiting a response.

Tried removing GA but this did not make a difference.

Will post if/when resolved

[JulieB]

Managed to work out how to remove the external Javascript but no joy.

Have just tried this

http://validator.w3.org/check?uri=ww...Inline&group=0

Shocked at the number of errors - is this normal?

[Mike Hughes]

Number of errors is more than I'd expect.

You can expect some from Actinic's tags, lots from the use of trailing "/" in tags (which in theory should be there but they're a waste of space).

At least one error referred to dodgy closing scripts tags which had me wondering but the first is because teclan chose to close the script tag in the script itself which is a) illogical and b) pretty daft.

<script language="javascript" type="text/javascript">
var host = document.location.protocol == "https:" ? "https://teclan.secured-area.co.uk/" : "http://www.teclan.com/";
document.write(unescape("%3Cscript src='" + host + "acatalog/lib/teclan-lib.js' type='text/javascript'%3E%3C/script%3E"));
</script>

There are quite a few errors that I really can't see the source of.

My approach to this would be to reduce the problem right down to basics and focus on one thing at a time. i.e. disable everything that might be the cause and then debug the remaining code. Once that's working, introduce the other stuff one piece at a time until it breaks again.

i.e.:

- Disable all external javascript (teclan, actinic and Google)
- Disable any on page javascript (such as the images code that's there).
- Validate remaining pages
- clear up any errors that you can.

This should get you to simple page that will run OK. If it doesn't come back for some more help. At the moment I'd say there are too many things it could be for us to identify the problem.

Mike

[JulieB]

Mike Fixed It!

A big thank you to Mike who fixed this problem for me yesterday.

This is how....

After initially worrying about how to test in IE6 I found Ietester works
brilliantly on this and crashes to order.

It looks to me as if the problem is in the navigation menu. Digging around a
bit suggests there are a couple of things that could cause this, it looks as
if the most likely one is the 'hover' in the CSS for the navigation menu.

To see if this is it, can you:

1) Open Actinic > Go to the Design Tab > Click the button marked 'Actinic
StyleSheet'. This will open the style sheet editor.

2) There should be some code there that starts with

/*************************/
/****Begin teclan CSS*****/
/*************************/

Scroll down until you find this bit:

.section-list a:hover {
background:#01471d;
text-decoration:none;
color:white;
width:168px;
padding:2px 2px 5px 10px;
}

What we want to do is comment this bit out which we can do by putting /* on
the line before it and */ on the line after.

Then click 'ok' which will save it and close the window.

Thanks again Mike