Check out Problems that are not fixed.

[Danielc1234]

I have had customers calling telling me they cannot get past the checkout screen that asks for shipping and billing info. After entering their information, it takes them back to the store front page.
Contacted Miva support (which sucks by the way) and they told me that to create a 'blank' state, which was already there.
I was able to get in touch with a customer that was having the problems and have her fill in all the shipping info and just the state info on the billing side and it let her go through the rest of the process.
There has to be something causing this problem, but Miva support is unable to figure it out. Probably because the techs I spoke with could barely speak English...how pitiful is that??
Does anyone know why this might be happening?
I just got off the phone with another customer that was having the same problem.
No telling how many customers we have lost because of this problem.

Thanks in advance.

Daniel
www.precious-pets-paradise.com

[Danielc1234]

This problem does not happen with every customer, just a few every now and then. That is what is making it so difficult to trouble shoot.

[Vic - WolfPaw Computers]

Have you altered any of the checkout screens?

What payment module(s) are you using?

Are you able to duplicate the issue at will?

[ILoveHostasaurus]

I heard from a customer who saw this happening that one of the 'accelerators' was on the computers of those that had this issue; accelerators being Google, Earthlink or AOL's web page acceleration software. I think the idea is that you're shopping and everything you do is being fed through their proxy server but then when it's time to check out and use SSL, the traffic switches to going direct and the IP changes and then Merchant possibly views that IP switch as a session hijacking attempt and boots the shopper back to the storefront. I rememeber some peopel claiming Merchant used to do this in version 4 with AOL users a while back but that was never reproducible.

[dsisaacs]

I just had another customer contact me with the same type of problem...
In checkout she can't continue.
I had her clear her cookies and try again..she was able to go further in the checkout but still couldn't finish.
she is on msn.com
I only have the minibasket module running and have merely added headers to the checkout pages, no code mods

[Danielc1234]

Have you altered any of the checkout screens?

What payment module(s) are you using?

Are you able to duplicate the issue at will?

Just did some layout modification on checkout screen.

Using standard payment module for miva gateway.

The customer that can duplicate the problem can do it every time. She is my only hope of having someone to test problem. - She said by adding the State in the Billing side, it let her go through.

Miva sent an email telling me to set up a 'blank' state and that would fix the problem, but it did not.

[Vic - WolfPaw Computers]

And which payment method is that? There are a number of them that come standard with MM5 distributions.

Have you tried reverting back to the original template code?

Did you remove the state option of "Outside US"?

[Danielc1234]

And which payment method is that? There are a number of them that come standard with MM5 distributions.

Miva Payment and Paypal are the only two I am using.

Have you tried reverting back to the original template code?

No. I was hoping not to have to do that.

Did you remove the state option of "Outside US"?

No because Miva told me I needed a blank state and the Outside US was a blank one already there.

[dsisaacs]

I am using the simple CC validation and the std paypal module
I'm using the original template code
I'm using the USPS shipping module with no international options
I just removed the outside us, (what difference does that make?)

[Vic - WolfPaw Computers]

Is this 2 different people with the same problem?

[Vic - WolfPaw Computers]

Removing the Outside US state option will prevent your bill to from automatically populating if the customer leaves it blank at checkout.


I am using the simple CC validation and the std paypal module
I'm using the original template code
I'm using the USPS shipping module with no international options
I just removed the outside us, (what difference does that make?)

[Vic - WolfPaw Computers]

If it is limited to only one customer who can re-produce it at will, I would be inclinded to agree with David, that it may be something specific to the customer's computer that is causing the problem.


Miva Payment and Paypal are the only two I am using.



No. I was hoping not to have to do that.



No because Miva told me I needed a blank state and the Outside US was a blank one already there.

[Danielc1234]

Yes, a lady the other day. And I got a call with the exact same problem from a guy in PA.
You know how it is, most people probably get the error and just move on to another site to buy what their looking for.

[Danielc1234]

I just sent the lady an email to see if she is using any kind of accelerators as well.

[dsisaacs]

I have jumped into this thread since I am having the same problems as Danielc1234.
I have one cust that keeps having this problem and have had others in the past that gave up but at least bothered to tell me of the problem.

[Red Flare]

I had the same error happen. It is specific to the computer. I could duplicate this error (instead of checkout it jumps to storefront) only on IE (which should be destroyed and Firefox used instead).
I am fairly certain its bugged/not updated IE that is doing this.

[Danielc1234]

I would have to say its a Miva bug since once the customer put in the state in 'billing' like the miva tech said to, it let her past. So it appears Miva knows that something is wrong, they just dont know how to fix it.

[Danielc1234]

accelerators being Google, Earthlink or AOL's web page acceleration software

I just confirmed with the customer and they are not using any type of accelerating software at all.

[Vic - WolfPaw Computers]

I will have to disagree with you here. If that were the case, it was either poor coding on the OPAY page due to it being altered, or specific to the customer.

Otherwise it would have been happening to every customer.


I would have to say its a Miva bug since once the customer put in the state in 'billing' like the miva tech said to, it let her past. So it appears Miva knows that something is wrong, they just dont know how to fix it.

[dsisaacs]

My customer, who is on msn.com, just tried again with only the state selected in the billing section and she replied with "Ok, I went in and tried to *buy one now*. It put me back to the home page.
Then I went in and put one in the *basket*. This time it let me start the check out. I got to the Visa card and then hit continue and it put me back to the home page? It still shows my basket contents. And yes, I deleted my cookies first"
Telling my customers to install Firefox is ridiculous. They just aren't going to bother.I guess I could just move on to another shopping cart system. There are a LOT of them out there. After all the support for Miva is non existent, I have requested help from Miva and from my host before and never got anything fixed.

So what is happening...if she tries to buy one now it goes to the store front?

If she adds to the basket she can go all the way to the shipping and payment screen and then ... back to the store front?

[Vic - WolfPaw Computers]

Support from the host can vary. Service and support from several large hosts frankly - stinks. So that does not surprise me.

It sounds to me like there is definately an issue with the basket contents changing for some reason. A URL would definately help.

Another option is to turn on your MIVA Merchant Logging, and review the log to see the progress through the store of the customer and see what screens they are getting to and if their session ID or IP changes for some reason.


My customer, who is on msn.com, just tried again with only the state selected in the billing section and she replied with
Telling my customers to install Firefox is ridiculous. They just aren't going to bother.I guess I could just move on to another shopping cart system. There are a LOT of them out there. After all the support for Miva is non existent, I have requested help from Miva and from my host before and never got anything fixed.

So what is happening...if she tries to buy one now it goes to the store front?

If she adds to the basket she can go all the way to the shipping and payment screen and then ... back to the store front?

[dsisaacs]

www.artstampn.com/mm5/merchant.mvc (http://www.artstampn.com/mm5/merchant.mvc)

Another option is to turn on your MIVA Merchant Logging, and review the log to see the progress through the store of the customer and see what screens they are getting to and if their session ID or IP changes for some reason.

e-Urchin Log
MIVA Merchant Access Log
CIM Activity Log

all three active, which one and where / what do I look for?

[Vic - WolfPaw Computers]

I was unable to duplicate the problem myself.

I gave instructions in my last post what to look for. You will find the MIVA Merchant Log in your mivadata directory as malf.log.

[Danielc1234]

dsisaacs, did you try to have them fill out the shipping info and only but the state in the billing side? And do you have a 'blank' code for your stores state section in Miva admin? You probably already do, but that is what they told me was going on with my store.
The Miva tech was supposed to get back with me, but still nothing.
Keep me posted if you find anything out.

[dsisaacs]

I looked at the elf log and no order was created/logged
In the malf log and this is what is there for this visit
3ba778103ab0d55c3ad8d29f0a841636
"1" 200 - "http://www.artstampn.com/" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"

then I think she logged in with her account... and the session changed to
fcc08c4820aef2cb31d3c5b88b26ca2c
"2" 200 - "http://www.artstampn.com/mm5/merchant.mvc?Screen=SFNT&Store_Code=1&Affiliate=other" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"

the session id stayed the same for the rest of her visit

"2b" 200 - "http://artstampn.com/mm5/merchant.mvc?Screen=CTGY&Store_Code=1&Category_Code=2" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"2b17" 200 - "http://artstampn.com/mm5/merchant.mvc?Screen=CTGY&Store_Code=1&Category_Code=2b" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"1" 200 - "http://artstampn.com/mm5/merchant.mvc?Screen=CTGY&Category_Code=2b17" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"2" 200 - "-" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"2b" 200 - "http://artstampn.com/mm5/merchant.mvc?Screen=CTGY&Store_Code=1&Category_Code=2" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"2b17" 200 - "http://artstampn.com/mm5/merchant.mvc?Screen=CTGY&Store_Code=1&Category_Code=2b" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"1036P 1" 200 - "http://artstampn.com/mm5/merchant.mvc?Screen=CTGY&Category_Code=2b17" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"2b17" 200 - "http://artstampn.com/mm5/merchant.mvc?Screen=CTGY&Category_Code=2b17" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"1077" 200 - "https://site7.apollohosting.com/artstampn.com/httpdocs/mm5/merchant.mvc?Session_ID=fcc08c4820aef2cb31d3c5b88b 26ca2c&Screen=OINF&Store_Code=1" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"1077" 200 - "https://site7.apollohosting.com/artstampn.com/httpdocs/mm5/merchant.mvc?Session_ID=fcc08c4820aef2cb31d3c5b88b 26ca2c&Screen=OINF&Store_Code=1" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"
"1" 200 - "https://site7.apollohosting.com/artstampn.com/httpdocs/mm5/merchant.mvc?Session_ID=fcc08c4820aef2cb31d3c5b88b 26ca2c&" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.0.3705; .NET CLR 1.1.4322; Media Center PC 4.0; MSN 9.0;MSN 9.1; MSNbMSNI; MSNmen-us; MSNcIA; MPLUS)"

I am not sure what all this means...

[dsisaacs]

I just noticed that the session ID fcc08c4820aef2cb31d3c5b88b26ca2c
is the same one she had about 2 hours earlier

[Vic - WolfPaw Computers]

The Elf log is not going to help you, that is for Urchin logging, which does you no good unless your host supports Urchin.

Posting your malf.log to the forums is not a good idea, you just exposed session ID's that will now get picked up by the spiders and webbots and could be used to hijack shopping sessions.

[Danielc1234]

Does Miva support ever look in on the forums? It would make sense for them to take a closer look at whats happening with the problems were having.
I'm sure just by what I'm seeing, were not the only ones this is happening to. There might be customers that just dont realize it yet.

[Vic - WolfPaw Computers]

Yes, they occasionally review and post.

However, keep in mind this is a FREE community based forum. If you want MIVA support, you will need to purchase a support plan and open a support ticket.

Many of us in the community donate some time out of our day to try to assist. Keep in mind, this too is free and on a best effort basis.

[Danielc1234]

Dont get me wrong, I love these forums. I have learned so much from them. It just I already submitted a support ticket with Miva. Now since it goes somewhere in India, I dont know what is going on with it. The last I heard they were looking into it. That was days ago.

[Vic - WolfPaw Computers]

The fact that it is not happening with every customer or every order tends to point away from it being a problem with MIVA Merchant itself.

It tends to suggest an issue with a customers particular computer and the software or config thereof, perhaps even a proxy server issue, or a coding error in the pages themselves - although again, this would tend to occur more frequently if that were the case.