Firewall issues with 5.1.6

[Nick]

Hi all

I have two customer sites running version 5.1.6 that are experiencing problems when viewed from a PC with Norton Internet Security 2003. The two sites are:

www.jewellery247.co.uk
www.clipperservices.co.uk

The problems seems to be in the cart and checkout pages with missing images, broken links etc.

It is interesting that the following site which is running 5.1.4 is fine when viewed with the same PC:

www.eliteelectronics.co.uk

So it would appear that the 5.1.6 upgrade on the first two sites re-introduced the old firewall issue.

I'd be grateful if anyone has the the same firewall software whether they could test out the above sites and let me know the results.

Is this a known problem with 5.1.6? - Is there a fix?

Thanks

Nick

[cdicken]

That's really odd.

There were no changes to the Perl code with regards to the handling of Norton Internet Security between 5.1.4 and 5.1.6. Therefore it is highly unlikely that the old way of the cart functioning (which was changed for 5.1.4 after Norton introduced the problem) would have been re-introduced.

I have asked the development team to take a look and I will report back with their findings.

[cdicken]

Here is a summary of the findings from Gordon in the development team, using NIS 2003 with privacy enabled.
-------------------------------------------

www.jewellery247.co.uk

Site works fine for me with Privacy enabled.

www.clipperservices.co.uk

This site also works for me.

Is it possible that the customer has cookies blocked in NIS?

---------------------------------------------

You probably have not got cookies blocked, as you can shop from the 5.1.4 store. It could be though that you have a malformed cookie on your PC that has got the wrong URL for the 5.1.6 shops stored within it. In order to remove all Actinic Cookies from your PC, do a search for all *.txt files on your PC that contain the words 'ACTINIC_CART'. These are the Actinic cookies, which you can delete. Then try placing another order.

[cdicken]

Nick

On www.jewellery247.co.uk, what do you have within the 'Catalog URL' field in 'Advanced | Network Setup'?

Could you just check it contains

http://www.jewellery247.co.uk/acatalog/

[Nick]

Hi Chris

Yes, it does.

Regards

Nick

[Nick]

Chris

Correction to my last post - it turns out that www.jewellery247.co.uk did not have /acatalog/ in the 'Catalog' field in Network Settings.

The above site has now been tested from the NIS 2003 PC again and is now working.

Sorry to have misled you on that one.

However, that still leaves www.clipperservices.co.uk which still has the same problem in the cart and checkout pages.

This site does have /acatalog/ set correctly in Network Settings and is using 5.1.6 - The cart and checkout pages have missing images and broken links when viewed from a PC with NIS 2003.

I emailed you a site snapshot off-list earlier as requested.

Thanks

Nick

[cdicken]

OK, I have passed this onto the team.

It is worth mentioning that two of our team with NIS 2003 have looked at both the problematic stores and have had no problems. We think there is some other factor that is causing the issue, and investigations continue.

One thing we did notice about http://www.clipperservices.co.uk/ is that when you go to http://www.clipperservices.co.uk/acatalog/ you see the same brochure page that is also uploaded to http://www.clipperservices.co.uk/ (although none of the links work correctly as this file is designed to be in the root of the site).

Not entirely sure why this is happening. It probably wont affect the cart or anything but it needs to be sorted out.

[cdicken]

Here are the findings from the development team:

-------------------------------------------------

I think that the customer has had 2 sites uploading to the same acatalog directory.

The network settings in the snapshot are:-

WEBSITEURL http://clippers.hazelhost.co.uk/index.html
IGNOREPASSIVEERRORS true
PATHTOPERL /usr/bin/perl
CATALOGURL http://clippers.hazelhost.co.uk/acatalog/
CGIBINURL http://clippers.hazelhost.co.uk/cgi-bin/
PATHFROMCGITOCATALOG ../acatalog/
CODEBASE ./
FTPHOST clippers.hazelhost.co.uk
FTPUSERNAME ?????
FTPPASSWORD ?????
PATHTOCGIBIN /web/cgi-bin/
USEPASSIVEFTP false
FTPPATHFROMCGITOCATALOG /web/acatalog/

But the nqset00.fil (file used by the Perl to find the correct locations for things) on the site contains:-

'CATALOG_URL' => 'http://www.clipperservices.co.uk/acatalog/',
'CGI_URL' => 'http://www.clipperservices.co.uk/cgi-bin/',

They don't match!

Solution:

The customer should refresh from the correct site for
http://www.clipperservices.co.uk/acatalog/ and change the other site to a different folder on the server.

------------------------------------

I hope this helps.

[Nick]

Hi Chris

The snapshot that I sent you was taken off one our PCs where we had reconfigured Network Settings to upload the customer's site to a test URL.

Had we obtained a snapshot for you direct from the customer's PC, this confusion over the "two sites" appearing in the snapshot would not have arisen.

Sorry if this caused any confusion, but I don't believe this has any bearing on the problem.

The fault on the customer's site is still ongoing and causing lost revenue.

I have found that we can reproduce the fault on one of our PCs if we "Enable Privacy" in Norton Internet Security (2002 or 2003).

Could you get your development team to check the customer's site again with Privacy enabled in NIS. If I am right, they will see that the site starts to break when they confirm an item in the shopping cart.

The customer's URL is www.clipperservices.co.uk (using version 5.1.6)

Thanks

Nick

[cdicken]

I will ask the team to take another look.

[cdicken]

Nick

I'm sorry, but once again we have not found a problem with the site when ordering with NIS 2003 with Privacy enabled. The developer visited the site, and the images all appeared correctly.

The one issue he did find is that when browsing with Privacy enabled, the shopper is returned to http://www.clipperservices.co.uk/acatalog/index.html after adding to the cart rather than the product page - this is a known side affect of NIS 2003.

There must be another issue that is affecting it.