Cart value error

[Deborah]

Hi,
A bit of an odd problem here. In two of my sites I have the 'Items ordered= ' and 'Cart Value= ' in the sites. When a customer clicks on 'add to shopping cart' and then confirms and goes back to continue shopping, the items and values ordered disappear as if nothing is in the cart but then when you click on the show cart button they are still there.

In other words you can always see them when you're in the shopping (checkout, confirm etc) pages but not when you're in the catalog looking at other products.

However on one of my PC's it does work fine but not on the other, my client cannot see it working on any of their computers. We all have Windows XP so are running the same environments.
Any ideas?
Many thanks Deborah

[Menar]

Hi there,

Can you post the website URL please, so I can take a look?

[Deborah]

The two sites are: www.runnersworld.ltd.uk and www.londonmarathonstore.com.
Many thanks Deborah

[cdicken]

www.runnersworld.ltd.uk seems to work fine. It's just www.londonmarathonstore.com that seems to have a problem.

The only difference I can see between store pages and cart pages is the base href value.

If you view the source of the standard store pages, the base href value is:

<BASE HREF="http://www.londonmarathonstore.com/acatalog/">

But if you click 'View Cart', the base href value is:

<BASE HREF="http://londonmarathonstore.com/acatalog/">

Not sure where the www has gone, but check your network settings in 'Advanced | Network Setup'. Make sure everything is using the same format for the URL.

After you have done that, you may need to go to 'Help | Troubleshooting' and click 'Purge Session Files' - but do this late at night as this will end any current shopping carts.

[Deborah]

Hi Chris,
I checked with my client and they definitely have the same url in the network setup page. On their computers Runnersworld doesn't work either and nor does it on my other PC. I thought it might be a browser problem but both my PC's have the same version of Internet Explorer.
Should I still do the 'purge session files' even though the urls were okay. This won't delete any order will it, just the current orders that people are making live while I do it.
Still confused by this one, any other ideas?
Many thanks Deborah

[Deborah]

Hi Chris,
Just thought I'd have a look at the troubleshooting section and when I go to 'help topics' the only place I can find 'troubleshooting' is in the 'index' tab and then it just shows me a load of stuff about getting back to an original theme and nothing about 'purge session files' anywhere. ??

[Mike Hughes]

Forget help topics. Just do 'help>troubleshooting>purge session files' (3rd button down).

Mike

[Deborah]

Hi Mike,
I'd love to do what you said but that's why I went the other route before. All I've got under help is: Help topics, Starter Guide, Online support, License Terms and About Catalog. This is in version 6 by the way

[cdicken]

You must have an older version of v6 - pre 6.1.0. Could you check for me in 'Help | About'.

It would be an idea to incorporate the latest fixes available in 6.1.3. You can download the latest version of v6 from http://www.actinicdownloads.com/v6/.

That still does not explain why the 'www' disappears from the base href url in your perl-managed pages though.

Could you do an 'Export' in 'Advanced | Network Setup' and attach the exported file to this thread. Please remember to remove any usernames and passwords from the file before attaching.

[Deborah]

Hi Chris,
The version my client has is V6.0.1, so I'm asking him to download the latest fixes to upgrade it to v 6.1.3. We'll then see if this fixes the problem. The next time I see him I'll also do an export of the 2 sites network setup for you to see. I'm away for a couple of weeks now and don't want my client to do this while I'm away in case anything goes wrong so I'll get back to you on the 5th Jan.
Many thanks so far and Happy Christmas!

[Deborah]

cart value error

Hi Chris,
Sorry it's been a while, work has been hectic since I've got back from Christmas.
So, back to this problem, my client has confirmed that he has the latest version 6.1.3 for both sites and I've attached the settings that you wanted to see from both sites. You'll notice on the web that whenever you're in the catalog sections the url is http://runnersworld.ltd.uk or http://londonmarathonstore.com but when you're in the shopping sections it's http://www.londonmarathonstore.com and http://www.runnersworld.ltd.uk

I haven't purged the session files on his PC yet, is this the next step?
Many thanks Deborah

[cdicken]

I've noticed that on both your network settings, the FTP Path From CGI To Catalog (on the right-hand side) are both set to '/acatalog/' - is this field blank in 'Advanced | Network Setup'? If it isn't then maybe you should remove any value in there.

Hmm.. upon further testing I see that when I clicked the 'continue shopping' on the 'View Cart' page it took me to

http://londonmarathonstore.com/acatalog/Adidas-Womens-Running-Shoes-2004.html

This is the page I was on before - without the www - and my cart contents do not appear. If I add the www back in then my cart contents appear correctly. What do you have in your 'Web Site URL' field?

[Deborah]

Hi Chris,
In the 'Web Site URL' field in the Runnersworld site it has 'http://www.runnersworld.ltd.uk and in the London Marathon site it has 'www.londonmarathonstore.com' with no http:// (does this matter?)

The Runnersworld site was originally set up by my client a few years ago, I have since redesigned it all but have never changed the settings my client put in the Network settings panel. Although I have recently designed the London Marathon Store again my client has put in his own network settings, simply copying them from his other site.

I have however designed another site from scratch for another client 'www.questbikes.co.uk' As the network settings were completely new for this site I followed what was in Runnersworld and they have also got '/acatalog/' in the Path from cgi to catalog as viewed by FTP and this site works perfectly so not sure if it will make a difference to make this field blank?
Many thanks Deborah

[cdicken]

Deborah

To be perfectly frank, I have no idea what is wrong with your store. There are no settings in Actinic that have the store URL without the www. It just makes no sense.

Could I ask you to register an email support question at http://www.actinic.co.uk/support/register.htm and the team there will be able to look in more depth at what is causing this error.

[Ben]

I've noticed that http://www.runnersworld.ltd.uk/acatalog/ (with the trailing slash) is fine, whereas http://www.runnersworld.ltd.uk/acatalog (w/o the trailing slash) diverts to http://runnersworld.ltd.uk/acatalog/

Perhaps, there is no trailing slash on one of the URLs in the network settings. It also might help to add the trailing slash to the URL link from the home page on this site.