Basket Empty

[inkjet]

I have upgraded our V6 site to V7 and we are getting customers ringing up and saying that they add items to their basket but when they view their basket it is empty or if they try to checkout, i have seen this problem a few times on this forum but cant seem to find the answer?

Is it a problem with cookies?

Visit http://www.discandink.co.uk to check it out!

Thanks

[wjcampbe]

I tried to navigate to HP laser cartridges using your left panel menu and got a 404. When I used the main panel option to go to HP inkjets, I had an option to select laser toners here and used it. The basket worked fine including a re-view from the product page.

Even after navigating through a few more options using the top of page links, the basket still contained the correct contents. I reduced qty to 0 and the basket emptied correctly.

[B_Online]

I have added some products with and without components to your basket and deleted them without any problems.

I have had a few problems with no products adding to the basket, and it was down to the components...check the products and see if the components have changed, I had to go to the 'Component' | 'Permutations', and in the 'Pricing' section which was set to ‘Override’ change too 'Associated Product Prices'... for some reason this had changed back to 'Override', I also had to go into the 'Product Details' | 'Components' and change ‘Product Price’ too 'Sum of Product and Components Prices' for me this could have been because of using different snapshots...it could also have been because I never changed them in the first place (but I’m sure I did)? Either way this sorted out the missing products from the basket for me.

Hope that helps

[inkjet]

Ok thanks,

I have been through most of the site and not found any that are not set as "Override" in the 'Component' | 'Permutations' and the 'Product Details' | 'Components' are set to 'Sum of Components Prices' which is correct.

John, which products did you have problems with as this could narrow my search down as i have 2 different types,

Thanks
Gavin

[B_Online]

This happened on Inks, blank DVDs and Digital Media...and at least 3 other times, but off the top of my head i don't remember which products, it could have been the same type of products. But not sure how that could help?

[inkjet]

no i was just meaning then i would know which products to look at that have problems

[TraceyG]

Hi Gavin,

I've tried your site and cannot recreate the problem at all. I've tried different products from different sections but all seem ok.

Do you have a different url that customer can get to the site from (ie a .com or .net address)?

As this is intermittent, we would really need some further information from your customers who are getting the problem such as operating system, browser version, firewalls installed to see if we can find something that's common to each of them.

I have also seen this problem when the disk space is full as the online session file is not able to be created, however, I would expect this to be for everyone and not just certain customers.

[Nadeem]

Hi Gavin Hotchkiss,

Please can i ask you a question.

What version of Actinic are you running?
Who is your hosting company?
Your clients who are experiencing these problems, what internet browser to they have?
Are they using a firewall software (ie Norton or Zonealarm)

Please could you answer these questions and i will get it checked for you

Kind Regards