order process freezes after payment method selection

[kerry]

Hi can anyone help with a problem I have on Catalogue version 6.0.2.?

When the customer is going through the buying process online and gets to 'payment method' we have 3 options int he drop down list. If the customer selects 'invoice with order' the site freezes. This means customers keep clicking 'next' and we end up with duplicate orders coming through. Customers then re-send there order by fax/post because they think it hasn't been sent online.
I don't know if this is related, but since uninstalling Norton Internet Security and installing Kaspersy, when we fist open Catalogue we get 2 error messages. The first one is 'Panel 0 cannot be displayed. It is either missing from the skin definition file, or the definition is invalid'. Then after this one, we get, 'The navigator cannot be displayed'.
Below is a URL of the problem.
http://web3.internetters.co.uk/www.l...n/os007173.cgi

[guccij]

I assume we're talking about letterboxlibrary.com ?

I can't get any of the options to progress.

Have you tried incrementing the script ID? Or purging and refreshing?

I don't know how you do this in v6 but it's what I would do in v8 or v9 as a first effort.

[kerry]

Thank you for the reply.

I have tried refreshing but not purging. I'll do that next.

Sorry, I don't know what 'incrementing the script ID' is?

[guccij]

Well if your cgi script ID is currently 1, try changing it to 2.

As I said before, I'm not an expert on v6 so not sure how you do this in your version, if indeed it's possible.

[pinbrook]

why does the site jump from the URL www.letterboxlibrary.com to

http://web3.internetters.co.uk/www.l...n/os007173.cgi

seems like an odd set up to me

[kerry]

Thank you for the suggestions. I have tried purging now and worked out how to change cgi script ID, but still no joy!

Also I have realised that it does eventually move on to the receipt page, it just takes a very long time.

I didn't set the site up so I'm not sure if the set up is odd.

[pinbrook]

have a word with internetters as this weird jump may be causing the delay.

Any delay in checkout will loose you sales

[kerry]

Thanks - will do.

[kerry]

I just tried a test in the advanced network setup and got the following error:

'The test script failed to execute on the web server.
The error could be caused by several things.
Check the path to the Perl shell, the CGI script extension, the path to CGI-BIN, and the CGI-BIN URL.This error could also occur if your web site is out of disk space or your web server is not configured to accept POSTs to CGI scripts.'

I have a feeling this may be related.

[kerry]

After a long week of emails to Internetters, I was sent some network settings. They were different o the ones I had but haven't made any difference. The site still freezes and it fails the network settings test. Internetters have uploaded a basic site to test the settings and say they work fine. They say I need to go back to Actinic. I'm at a loss what to do. Any suggestions would be gratefully received!

[leehack]

Move to a proven and commonly used host, where the network settings are on the forum for you to use. Webfusion or 1&1 are 2 of the most popular. It will be much quicker to move rather than solve in most cases like this.