Can customers' Antivirus s/w affect Actinic operation?

[Paul Bulpit]

I have searched, honest! (Norton, firewall, internet security, antivirus, and more)


Running V7.0.6 with Actinic inbuilt encryption (no SSL) - over the last couple of years we have often had customers say that after submitting an order they get "Please wait....." (& are still waiting). We say, it's not us, it must be down to your browser settings; we have your order thank you, just ignore it. In these cases neither of us receives the confirmation email.

We have never seen this ourselves despite placing orders on our own website on customers' behalf, from several PCs & locations.

However, at the end of last week we installed Norton 360 onto two of our (six) machines and both of these now produce the problem, leading us to deduce that Internet Security could be the cause.

We also notice that on these pc's, the cart is not emptied after placing the order, and name & address details are all remembered, so something is not being 'cleared'?

Is anyone else experiencing this issue?


.

[gabrielcrowe]

firewalls can.

certain image widths and sizes are interpreted by advertisements and such when viewed in the browser.

i know that norton internet security 200x blocks images 250x250px in jpg format, this was a problem for us once.

[TraceyHand]

we had huge problems on Chariots On Hire with Norton blocking images particularly and had complete pages of our website that showed no product images because of it.

I ended up removing it from our production machine but that doesn't help if customers are using it, of course!

[Paul Bulpit]

norton internet security 200x blocks images 250x250px in jpg format, this was a problem for us once.

we had huge problems on Chariots On Hire with Norton blocking images

Thanks for your fast responses, but you both refer to images.... there are no images (apart from a side panel that is the same throughout the site) on the card details / encryption / submit order page - can Norton prevent cookies from being cleared?

Presumably there is two-way traffic at this point?


Paul

[gabrielcrowe]

what we did was smallify all images by 1px

249px wide

[Paul Bulpit]

Resurrection, sorry.

(a) the only images on the relevant page were 80px wide & varying heights - changed width to 79px. This is a side panel on a smart theme site so it affects EVERY page of site. No difference.

(b) have tried and tested varying various settings in Norton 360 to no avail. Very time consuming. No difference*

Would like to ask / reiterate : do any of you have feedback (criticism from customers) that your website (actinic own encryption) freezes their browser?

* Next step - will uninstall N360 (not sure how this will affect our licencing) and see if this fixes the problem. Watch this space.

Paul

[pinbrook]

that your website (actinic own encryption) freezes their browser?

i wonder if this happens if the customer doesn't have the correct version of java to run the applet

[TraceyHand]

there's a thought Jo
I know that when I've tried to run the java applet (in the past) without java installed it does complain and freeze the page/browser.

[Paul Bulpit]

Point noted - I am not near a PC that does it, but in the lower left corner it says (something like) "Applet actinic.EA.com started" when the freeze happens.

However, Jo, we are now experiencing this on two of our own machines, that worked fine before the installation of Norton 360.

So will also check which version of Java they are running......

Paul

[RuralWeb]

Would like to ask / reiterate : do any of you have feedback (criticism from customers) that your website (actinic own encryption) freezes their browser

keep well clear of the inbuilt actinic encription - it is useless and causes 15% drop out from experience. I was surprised to see it still in V8 as it has caused so many problems in the past.

[RuralWeb]

PS its nothing to do with Norton IMO - I have seen it on Pcs running AVG and others.

[Mark H]

We are running N360 on one of our PCs (Vista) used for processing phone orders and have had no problems, although not all of N360's features are enabled.

[Paul Bulpit]

I'm still searching for a solution, and in checking again today I found this thread that I had not previously seen.

The thread is very short (!) but I wonder whether the issue could be resurrected.

The problem is as follows:

Occasionally, customers complain that the final stage of check-out (the CC Details encryption page) 'hangs' with the message 'Please Wait'.

We could never replicate this when placing orders on our own website on six different computers, until we installed Norton 360 on two of them - on these two it happens every time.

[Mike Hughes]

Have you got your firewall and browser set to allow Java programs to run? (note not javascript)

From The knowledge base:

To be able to access the store and place orders the browser must allow:-
· Java Script.
· Cookies.
· Java, this is only required when credit card details are collected via the Actinic Encryption Java Applet.

Mike

[RuralWeb]

Occasionally, customers complain that the final stage of check-out (the CC Details encryption page) 'hangs' with the message 'Please Wait'.

This has always been a problem and even Actinic recomend NOT using the in built java encription - I was surprised to see it in V8.

There is no answer except get rid of it - it was found to reduce sales by about 10% when used.