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**TraceyG** · 13-Mar-2006, 11:20 AM

Hi,

The problem may be caused by the urls used on your site. I notice that the links from you home page are set to 'http://fadumont.co.uk/acatalog/....', however, in your 'Advanced | Network Setup' screen, I think you have the 'www' in your Catalog and CGI-BIN URL fields. If the customer has gone through the site without the 'www' in the URL, then the return address from Protx may not be able to find the cookie as it will be looking for 'www.fadumont.co.uk'. This is probably why it is intermittent as some people are going through the site with the correct address and some are not.

I would change everything to be the same. The best option would be to set your links from the home page to include the 'www' as most people would type that into a browser.

**sgilson** · 13-Mar-2006, 06:50 PM

Hi Tracey,

That did the trick...the previous server did not have the www for the cgi-bin url so when when they changed (now uses www) I neglected to update the links on the home page. Banging my head for over a week on this!!!!

Thank you very much!!! Hopefully no more angry clergy calling us now and complaining...

Steve

**TraceyHand** · 12-Sep-2006, 03:48 PM

resurrecting this thread!

Originally posted by TraceyG

Hi,

The problem may be caused by the urls used on your site. I notice that the links from you home page are set to 'http://fadumont.co.uk/acatalog/....', however, in your 'Advanced | Network Setup' screen, I think you have the 'www' in your Catalog and CGI-BIN URL fields. If the customer has gone through the site without the 'www' in the URL, then the return address from Protx may not be able to find the cookie as it will be looking for 'www.fadumont.co.uk'. This is probably why it is intermittent as some people are going through the site with the correct address and some are not.

I would change everything to be the same. The best option would be to set your links from the home page to include the 'www' as most people would type that into a browser.

OK.resurrecting this thread as I'm not sure if this is my problem or not?
I have a good 50% of customers who don't get redirected back to my website after checking out through Protx.
they are presented with some sort of error message after submitting their payment details which is, in many cases, resulting in them thinking their payment hasn't gone through and either going "back" and trying to pay again (rejected by Protx due to duplicate cart number) or processing the whole order again from scratch using the same or alternative payment method.

Is anyone else having consistent (or, at least, persistent!) trouble with the Protx redirect?
Could it be a www. problem as in this OP? I have no idea how to change that, if I can!!
Cheers
Tracey

**scgil** · 12-Sep-2006, 04:09 PM

Re-Direct

Hi,

I looked at your home page and some of your links contain the www and others not. So this certainly appears to be the problem as was for me. Change the links so that they are all the same (which ever one does not give you the Protx error) as per TraceyG's suggestion. Worked for me!!

**TraceyHand** · 12-Sep-2006, 05:22 PM

Originally posted by scgil

Hi,

I looked at your home page and some of your links contain the www and others not. So this certainly appears to be the problem as was for me. Change the links so that they are all the same (which ever one does not give you the Protx error) as per TraceyG's suggestion. Worked for me!!

That's just the thing, I don't know how!!
Apart from the postage rates link (which doesn't take you to the catalogue anyway) all of the links contain the www, they just kinda redirect or something to the non-www version when they land and I don't know what's making them change

Anyone know, please?

**pinbrook** · 12-Sep-2006, 05:43 PM

which site is it?

can you show me examples of www links and non wwwlinks.

often this type of error gets traced back to network settings

**TraceyHand** · 12-Sep-2006, 05:53 PM

actually it happens with both sites, Jo
I can't find any direct non-www links on the homepage apart from the postage rates.. if you click on that, it takes you to (and is linked to) a non-www page http://budget-bumps.co.uk/postage.htm
The banner is clickable and is linked to a www page but it doesn't land on one.. it ends up without the www which is a bit odd.
I can't imagine that ALL the failed checkout redirects are attributed to this one page though as I only added it about 3 weeks ago and this problem has been ongoing for months and months.

Most notably with BB because my volume of sales is much higher than Jesters but we have had reports of it happening with Jesters too.

I've just not managed to get any customers who've been able to copy and paste the error message so I'd know exactly what it is!

**scgil** · 12-Sep-2006, 06:00 PM

Links

These following links have non-www in them
From maternity wear to nursing bras, stylish gifts & baby essentials

Your main Budget Bump logo however has the www. So you have two ways of entering the site on your home page which is causing the problem.

**pinbrook** · 12-Sep-2006, 08:06 PM

can you post your network settings....

the normenu should be using www at the mo it isnt. if the site has a mixture of both non www and www links it will end up in a mess!

additionally I've taken this from the root index

Click on
the logo below to enter <a href="http://www.budget-bumps.co.uk/acatalog"><img border="0" src="bbcircle400.gif" width="350" height="350"></a> 

From<a href="http://budget-bumps.co.uk/acatalog/Go_Shopping.html">
maternity wear</a> to <a href="http://budget-bumps.co.uk/acatalog/NEW_Bras.html">nursing
bras</a>, <a href="http://budget-bumps.co.uk/acatalog/nursery.html">stylish
gifts </a> & <a href="http://budget-bumps.co.uk/acatalog/Baby.html">baby
essentials</a> 

<a href="http://www.budget-bumps.co.uk/acatalog">Budget Bumps</a>
has something for every mum-to-be and new parent! 
With many one-off items, <a href="http://www.budget-bumps.co.uk/acatalog">BUY
NOW</a>

note the combination of www and non www URLs,

you need to go through the site and change all links to include www

Looking at your base href which is

<Actinic:BASEHREF VALUE="http://www.budget-bumps.co.uk/acatalog/"/>

this probably means your network settings are correct, so the first thing to address is getting all the links to be www

if you don't give the site visitor the opportunity to dance between these urls you should resolve the protx issue

**TraceyHand** · 13-Sep-2006, 08:30 AM

Cheers Jo
I'll fix the homepage ASAP and cross my fingers!

**pinbrook** · 13-Sep-2006, 09:37 AM

all your actinic generated urls are also without www so there's something screwed somewhere,

re checknetwork settings

don't forget to check all links within actinic too there may be non www's inthere to

**TraceyHand** · 13-Sep-2006, 12:10 PM

ok..I fixed the homepage but despite my main logo link being http://www.budget-bumps.co.uk/acatalog it still lands on http://budget-bumps.co.uk/acatalog/
I've attached my network settings (password removed, of course) and I'll have a trawl through the catalogue for missing www!

ETS I am using 7.0.5 although I appreciate this is in the V6 forum as that's where the OP was!

**Mike Hughes** · 13-Sep-2006, 12:20 PM

You appear to have some re-directs going on at the server level.

In this case you can correct it by putting the trailing / after the acatalog bit.

i.e. you should be using http://www.budget-bumps.co.uk/acatalog/ not http://www.budget-bumps.co.uk/acatalog

All the other re-direct appear to go to the www location. For example http://www.budget-bumps.co.uk/thisdoesntexist goes to the right page. Might be worth getting your host to investigate.

Mike

**TraceyHand** · 13-Sep-2006, 12:26 PM

yes, I've just been changing the redirect. Several of my links were missing the trailing / after acatalog and I'm working my way through them

However, I'm not sure why omitting it takes me to the non-www version when the htaccess file I have in place has www in the URL

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