PayPal Payments Do Not Complete. Again.

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8 years 5 months ago #243545

-- url of the page with the problem -- : therealastrology.com/hje2
-- HikaShop version -- : 2.6.3
-- Joomla version -- : 3.5.1
-- PHP version -- : 5.5.34
-- Browser(s) name and version -- : All
-- Error-message(debug-mod must be tuned on) -- : None

When attempting to check out (using PayPal) the page redirects back to the cart page. It does not send information to PayPal or allow the checkout process to complete. There are no error messages.

This problem showed up a month ago, and I fixed it with a code patch provided somewhere in the forums. I just renewed my subscription and downloaded today's build of HikaShop Business to try to fix the problem, and it persists.

Last time, this was some kind of incompatibility with Joomla 3.5.1, but I understood you had addressed that. It is extremely distressing and frustrating that my business has been interrupted yet again and my customers can no longer complete their purchases.

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8 years 5 months ago #243556

Hi,

Normally, when the checkout doesn't let you finish an order, you should see an error message.
If you don't, it's most likely because your Joomla template is not displaying error messages:
www.hikashop.com/support/documentation/6...tibility-issues.html
So please try first with the default template of Joomla so that you can have the error message.

I however did a test on your website, and I was redirected to PayPal's payment page. So I'm not able to reproduce the problem. It seems to be working, as you'll see the two orders I placed on your website.

If you still have the problem, please provide: a precise way to reproduce the problem and a backend access so that we can check your settings.

Also, please note that when you update something on your website, it's best practice to first do a copy of the website and test the update on that copy. Then, if you don't see a problem, you can do it on your live website. It's even more recommended if your business depends on your website working properly.
We do our best to test HikaShop as much as possible and debug it and fix issues. But we can't test it with all the extensions, templates, Joomla versions, web servers, PHP versions, browsers out there, without even counting all the ways you can set each of these pieces or HikaShop itself. So it's bound to have bugs at one point or another. So if your website is sensitive, please update all these pieces with the utmost care or such situation is bound to happen again in the future.

And finally, there is no need to post the same question on 4 different places. It just takes us more time to handle it and thus we take longer to answer to everyone else. So please refrain from that.

Last edit: 8 years 5 months ago by nicolas.

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8 years 5 months ago #243563

I'm unable to check out using ANY browser on any platform. Neither are my customers.

I don't know why you can't reproduce it, but it fails for me on Mac, Windows, my iPad, and every browser. This problem started BEFORE I updated to the latest version. I renewed my subscription and updated to the latest version because I assumed something else had broken and knew this was a 3.5.1 issue.

There's no error message. It redirects me back to the 1st step of the checkout. This is the same issue you had to fix with Joomla 3.5.1.

Please address this problem on my website.

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8 years 5 months ago #243564

I need a private way to provide you with administrator access and backend settings.

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8 years 5 months ago #243565

Okay. Here's what's going on. I'm not able to checkout using my home internet host, Cox Communications.

I've had other people try, and it works fine for them. I've run through a non-us Proxy and the checkout process works fine.

This is utterly bizarre — however it is specific to the Joomla 3.5.1 site. Checkout works fine on another, older site of mine, using an older version of HikaShop.

Do you have any idea what could be causing this? Or any way to trace/identify it?

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8 years 5 months ago #243570

More testing. I've confirmed the problem seems to be with my ISP, or perhaps my network, but there are no visible error messages. I can use my cell phone network as a hotspot and checkout with no problems.

How can I set things up so that there's a log of what HikaShop is trying to do that you can view? The "finish" button processes and then dumps you back on the same page without passing any information to PayPal, completing the order, or sending any eMails.

I can view error messages in my Joomla template. When I turn on error reporting (even up to Developer) there are no reported errors. But something is failing somewhere and I need to be able to identify what, where, and why.

I need your assistance to find where the error is and then determine if it's something you can fix.

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8 years 5 months ago #243566

Hi,

Do you have any idea what could be causing this? Or any way to trace/identify it?

Normally, when the checkout doesn't let you finish an order, you should see an error message.
If you don't, it's most likely because your Joomla template is not displaying error messages:
www.hikashop.com/support/documentation/6...tibility-issues.html
So please try first with the default template of Joomla so that you can have the error message.

I've got your private message. But if I can't reproduce the problem and don't have an error message to base myself on, I can't really help.
The key here is to understand why is different between the orders that you placed and the orders that I and your friends placed. Different addresses ? Different products ? Different user account ? Something else ?
Try to order the same product with the same address and logging in with the user account I created on your website (same password as the username). Does it work for you too ?

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8 years 5 months ago #243631

Again: my template displays error messages perfectly well. There is no error message.

This does not work across all products, and numerous accounts, including yours. I had things working for a few minutes last night, and then it broke again. I have no idea why or what changed.

I need this issue fixed. I rely on your product to run my business, and until the Joomla 3.5.1 debacle, it's been an excellent choice. But it's not acceptable that only some people are able to check out and you can't tell me why.

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8 years 5 months ago #243674

Since you are either unable or unwilling to investigate this issue — and it is most definitely an issue with your software — please process an immediate refund of my subscription renewal. I'm not paying for software that doesn't work or support that doesn't, either.

I've had to move my site back to Joomla 3.5.0 — a tremendous hassle — to restore the required functionality.

And once I'm sure my customers can once again purchase from me, I'm going to have to consider other shopping cart options.

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8 years 5 months ago #243676

Hi,

HikaShop checkout works, be it on the 3.5.0 or on the 3.5.1. It works for everyone else, and even on your website, I was not able to reproduce the problem and apparently other users of your website either. Maybe it's something related to your user account or your user session, or your browser, or the product you're testing with, etc, as I had hinted at in my previous message ?

The only errors resulting from the 3.5.0 were about the emails checks of Joomla which changed and we adapted the code of HikaShop with the 2.6.3 to take these changes into account.

We're happy to help but can't fix something which already works. And you didn't provide a way to reproduce the problem yet so I can't help. I'm indeed unable to investigate in these conditions.
You say it is definitely an issue with our software, but there is no proof that this is the case. Again, it works for every other website, and even on your website, when we tried, it worked.

I understand you're impatient but please understand that first we have timezone differences and we answer under 24 hours, not 2 hours.
I would recommend to review your update procedure (not only for HikaShop, but also for Joomla and other extensions of your website) if your website is a key piece of your business. In that case, you should first make a copy of the website, test the update on the copy and if all goes well, do a backup of the live website, update there and test again. That way, your website can keep being operational while you iron out the kinks, if any, and you're not pressured by the time.

Now we sure can refund you if you're not satisfied and don't want to continue using HikaShop. In that case, please follow this procedure:
www.hikashop.com/money-back-policy.html

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