Checkout not bouncing

[stevehale]

Hi

I discovered a major drop off in sales yesterday and when I tested the site myself found that after entering address details etc. when you get to the last page where you select secure credit card, paypal etc. and you click on the next button it either takes forever to forward to protx or any of the other options or mainly times out altogether. I have tried a complete refresh but hasnt helped.

Any ideas as I am losing money

Thanks

Steve
www.laurenrose.co.uk

[Big_Dave]

There appears to be a problem here. I've just run a test purchase using the account details 'test please cancel'.

Everything works fine until you select 'card' as your method of payment. When you select 'proceed' or 'next' to be taken to PROTX payment pages, it hangs.

I notice when 'paypal' is selected it works fine. You are sent to paypals page within 5 seconds.

I suggest you contact PROTX and explain the problem (if not already done so). Your site appears to behave perfectly until you try to trasnfer to the secure credit card payment page of PROTX and therefore the link to this page, your set up or their page must be at fault.

I'm sure they can talk you though your settings/setup.

Good luck
Dave

[stevehale]

Thanks for taking the time to look at this Dave. Strange thing is it used to work fine and seems to be intermittent over the last few days, some orders are coming though but customers are emailing to say they are having problems.

I am not too well up on scripts etc. but it seems to be with my host not Protx, as its not getting that far?

[party_pete]

Steve

Did you sort out your problem?

I've exactly the same problem.

I've found the probable cause but not sure how to correct it, so will contact Protx later today.

When using Norton Internet Security 2006, the default settings within the Norton AntiSpam settings are that Pop-up Blocking is ON. If you turn this to OFF the bounce to Protx is instant.

[stevehale]

No the problem's still not sorted. Orders are still coming through but most are having to try 2-3 times to get though (how many are giving up though ). Did you get any joy speaking to Protx?, I have not found them especially helpful in the past they usually pass the buck back to Actinic.

[bowstock]

Party_Pete, are you saying that NIS 2006 was reconfigured after a recent update? If so a lot of us may have to check our sites and advise customers about the problem.

[party_pete]

I don't know but I recently installed Norton Security 2006 on a new pc and under the Anti Spam Settings, the pop up blocking was on, turned it to off and the bounce to protx was instant, where as before the screen just froze when 'pay by protx' was selected.

Haven't had a chance to contact protx yet.

[bowstock]

Forgive me if I am being thick, but does the Protx site use pop-ups? My understanding is that you just need Javascript and cookies enabled as in the VSP pages.

[party_pete]

Unfortunately this is way over my head.

I was just trying out different things to enable the transfer to protx to work on my pc.

I've had loads of attempted payments from customers and was trying to solve things.

[bowstock]

I know how you feel Pete.
Perhaps somebody more techy can confirm what I am writing, because it is still not clear that the problem actually rests with Protx or our Security software settings - or both?
Somebody please step in and help if you can

[stevehale]

I think I have solved this. My site was running on 7.04, I have upgrading it to 7.06 then incremented the version number in the OCCUpgrade config settings and refreshed. This combination seems to have done the trick but if anybody could try it for me from thier machine that would be a great help.

Thanks