Actinic V6 vs AOL browsers

[sametch]

I recently advised a client to use Actinic to design their e-commerce site. The client said they had heard that users with AOl browsers were not able to place orders on sites with Actinic V6.

Does anyone have any knowledge of this. We don't have access to an AOL browser to try it out.

[TraceyG]

Hi,

We have not heard of any problems with AOL users not being able to place orders and we have just fixed a problem regarding receipt e-mails being sent to AOL customers with incorrect order amounts (fixed in v6.0.2 and v5.1.6), which suggests that they could place the order in the first place.

Can you tell me where your client heard this.

[Darren B]

I have just sent an email to Chris Dickens about this thread because i knew one was there but could not find it. Anyway

I have just recieved an email from a customer using AOL and evertime he clicks send on his credit card details he recieves an error message telling him to contact webmaster@secure-online. we are using a shared secure server with internetters.co.uk and collect the card details for processing manually.

I am trying to get more information from the customer about this issue, but is there are security conflict with AOL? I have put some dummy orders through and there are no problems.

Darren
:confused:

[cdicken]

We do test our software with AOL browsers and have not seen any problems. There must be another factor involved. Maybe there is a problem with AOL and their SSL setup? It would be really useful to see the error log.

[Aljam]

What's an AOL browser ? Is it just mozilla ?

[allen]

AOL now use Netscape/Mozilla as the basis for their browsers. They did use to use IE I believe.

Allen

[Darren B]

Chris

attached is my current error log, you can probably make more sense of it than me. I hope this is the one you are looking for.

Cheers Darren

[cdicken]

Not really, there are just lots of lines like this:

Program = ORDERSCR, Program version = 419 , HTTP Server = Apache/1.3.26 (Unix) tomcat/1., Return code = 999

Any suggestions from anyone?

[yvonne]

Chris, you say you looked at the error log but that it doesn't yield anything useful. I'm not sure I agree as there are errors here I've never seen before. For instance, what does "SetCallBack called" indicate? The error log is riddled with them! Something MUST be wrong.
Darren, also look in the site error logs covering the same time period. Both the regular error log (often just error.log) and the SSL error log might have more information here. If there's a server misconfiguration then the error should show up in at least one of the site logs. If the error only appear in the Actinic error log and not in the site logs then the problem is within the Actinic program.

Yes, I know; reading logs are a pain but sometimes you have to!

yvonne
Hidden Valley Hibiscus (http://hiddenvalleyhibiscus.com)

[paulh69]

AOL browsers always fail at the SSLBOUNCE - actinic passes a URL that is often >500 characters

does work if the customer presses the refresh button manually to continue...

[zmagyar]

Originally posted by yvonne
Chris, you say you looked at the error log but that it doesn't yield anything useful. I'm not sure I agree as there are errors here I've never seen before. For instance, what does "SetCallBack called" indicate? The error log is riddled with them! Something MUST be wrong.
"SetCallback called" is a debug message left there by development. Sorry about that.
So Chris is right, the error.err doesn't tell any meaninful about this issue.
Both the regular error log (often just error.log) and the SSL error log might have more information here.
I agree. Problems like this can most likely be tracked down by using the server's log rather than Catalog's.

Zoltan Magyar
Actinic

[Darren B]

thanks for your help
My ISP do not allow access to my server error log, this is because i am using a Shared sercure server. but they have told me if it happens again they will trace it for me.

I mentioned that it appears to be with AOL customers and the guy laughed, in his words all these types of problems stem from AOL. (his actual words are AOL browsers are crap!) The problems are getting less with the new versions but a lot of people are still on older versions that cause these problems.

so i will just have to wait for the next error and see if we can get some more information.

Once again thanks for you help guys.

Darren:p

[paulh69]

> I have just recieved an email from a customer using AOL and
> evertime he clicks send on his credit card details he recieves an
> error message telling him to contact webmaster@secure-
> online. we are using a shared secure server with
> internetters.co.uk and collect the card details for processing
> manually

possibly the site blocking access to an IP address in error? - some have firewalls set to block access automatically after 5 failed attempts or too many attempts in a short period.

other sites have a similar message to contact the site owner directly but IP blocking usually clears automatically after 24 hours

[paulh69]

> I recently advised a client to use Actinic to design their e->commerce site. The client said they had heard that users with
> AOl browsers were not able to place orders on sites with Actinic
>V6.
>
>Does anyone have any knowledge of this. We don't have access
> to an AOL browser to try it out.

seems to be a problem clicking on CHECKOUT NOW and SSLBOUNCE goes to "Page Cannot Be Displayed" the first time, works after Refresh - but often comes up with "general script error the input is null" and customers give up

AOL browsers seem to have problems with the sslbounce call to
?ACTION=Start%2521

can anyone using AOL 6.0 or AOL 7.0 confirm this?

[cdicken]

Our testing team has done some testing with AOL browsers and has been able to recreate the problem when transferring AOL customers to a checkout on a secure server.

A task has been raised to find workaround for this limitation, and it will be available in a future maintenance release of the software.

[Darren B]

this old chestnut again

hi all so far i have had nearly £1500 of orders fail because of this issue. Could we please raise this to a high priority as soon as possible.

Today i managed to salvage an order for £750 by getting in touch with the client before he placed an order elsewhere.

I know this is a problem with AOL but i only know of the customers who failed to place an order because they told me, I do not know how many i have lost because they never contacted us to tell us of the problem.

the customers i have spoken to all suffer the same problem, cgi script errors through the site then the SSL bounce page throws them out.

Please Please could we raise this to a higher issue (yes i am begging)

Thanks Darren :(

[cdicken]

I have made this a high priority with the team and will let you know as soon as I hear anything.

[Darren B]

thanks chris

[cdicken]

We've tested your store with AOL v7.0 without any problems.

Would you happen to know what versions of AOL your customers with the problems are using?

[Darren B]

AH so you would be the bogus order then.

Mr sfd got you order this morning, but i have just had an email from another customer about his problem but as yet have know idea what ISP he is using, I will let you know as soon as i get all the information from him.

cheer
Darren;)

[Darren B]

I have this customers details - interestingly enough the's not on AOL though. He actually tried last night then again this morning and this is the error message he got back

The server encountered an internal error or misconfiguration and was
unable to complete your request.
Please contact the server administrator, webmaster@secure-online-
payment.com and inform them of the time the error occurred, and anything
you might have done that may have caused the error.

More information about this error may be available in the server error
log.

This guy is conecting using demon and using IE6

Any ideas

Cheers
Darren :confused:

[cdicken]

None I'm afraid. You caould always take a look at the error.err file in your acatalog folder to see if there are any errors.

The tricky thing is, we have established it is probably not a browser issue and probably not a server issue. If the problem is intermittent it might be to do with server resources and trying to place orders at busy times of the day.

[Darren B]

The error.err file does not show anything either.

Internetters & actinic have both had ago at putting through orders with various creit cards and ISP's but noone has been able to make it fall over. I have tried on various pc's as well.

The only answer i had left is to give them the option to place the order online and we will contact them for payment.

this then allows the customer to place his order if his credit card wont go through.

Thanks for you help guys.

Darren

ps just a thought, do you know if internetters have a maximum limit set up on there sercure server? I think i'll give them a ring later.

[Darren B]

Having had a similar problem again yesterday i immediately contacted internetters and they have found the reference in the error log on the secure server. (my customer had been using ADSL with BT & using IE5)

they contacted yourselves and this is the email i recieved back from internetters

I don't have any further information on your secure server now, but I've been informed that our error log details have been passed on to the developer who is dealing with your problem. He has also responded to a query you posted on the Actinic forum, asking for more information. I'll let you know if I have any further updates.

could you let me know how requires what information.

Thanks for you help

Darren :confused:

[pinbrook_nick]

Bump... has any progress been made with the AOL fix? Also the problem is still there in IE6, is that going to be addressed. I have a client now who was getting customers with the IE6 problem, and now she has AOL problems too.

This is the IE6 thread:
http://community.actinic.com/showthread.php?s=&threadid=6064&highlight=input+null

[Darren B]

Nick

as far as i am concerned the problem was fixed when i transfered my site over to you guys.

well lets just say i do not get any disgruntled customers, i get the od did my order go through.

Cheers
Darren :)

[Nadeem]

Hi there

With regards to the Input is Null error, there is a short term fix at the following thread: http://community.actinic.com/showthread.php?s=&threadid=6064

Kind Regards