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Add to Cart buttons beside products lead to blank page or to Your cart is empty message when clicked

This topic has 11 replies, 4 voices, and was last updated 2 months, 4 weeks ago ago by Luca Rossi

shivas-irons

Participant

October 26, 2023 at 22:54

I made a short video showing the issue:

https://www.dropbox.com/scl/fi/z2pjcsz97xy27g4806oin/cartissues.mp4?rlkey=8fpamrk0ztb0ywt6le5v9emsr&dl=0

Please, contact administrator
for this information.

#371691 Copied Theme version: 9.2.2 WooCommerce version: 8.2.1

10 Answers

Tony Rodriguez

Support staff

October 27, 2023 at 05:24

Hello, @shivas-irons,

Thank you for using our theme and for contacting us.

We recommend that you disable all third-party plugins that are not included with XStore (https://xstore.helpscoutdocs.com/article/36-included-plugins). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

If the problem persists, we suggest switching to the Parent theme if you are currently using the Child Theme on your site. After clearing the cache, check again. The issue may be due to your Child Theme. Let us know the result.

If the problem still persists, We kindly request you to conduct a check by activating the default WordPress Theme, such as Storefront or Twenty Twenty-Three (Appearance > Themes). This is to ascertain whether the issue you are experiencing is due to our theme or not.

Should the issue continue, please keep all third-party plugins deactivated on your site and allow us permission to debug your site. This includes deactivating all third-party plugins and on-site customization. This will enable us to investigate and assist you more effectively.

Please ensure that you have a complete backup of your site before proceeding.

Best Regards,
8Theme’s Team.

#371700 Copied

shivas-irons

Participant

October 27, 2023 at 06:17

Thank you for the steps. I did each one by one and cleared cache every time. tested all three themes I have installed. The child theme, which is what I run live, the core them and then Twenty Twenty Two wordpress core. All plugins deactivated for each test with each theme and cleared cache between each test.

Same result. Sometimes clicking the Cart button will lead to a totally blank page as if it isn’t going anywhere and the page being clicked on is still present yet nothing is visible. Other times the adding a product to the Cart by clicking the cart button leads to the cart page but it says Empty cart. This persists with all themes.

I have provided my login info in the original ticket so you are welcome to login. All plugins are deactivated.

#371707 Copied

Tony Rodriguez

Support staff

October 27, 2023 at 07:53

Hello, @shivas-irons,

We hope this message finds you well. We understand that you have been experiencing a persistent issue with the default WordPress Theme. After careful review, it has been determined that the issue is not related to our theme.

Given the nature of the problem, we recommend that you seek assistance from the WooCommerce plugin support team. You can reach them through the following link: https://wordpress.org/support/plugin/woocommerce/.

Alternatively, you may wish to contact your hosting provider. The issue seems to exhibit different behaviors for logged-out and logged-in users, which could potentially be related to some form of server cache.

We appreciate your understanding and patience in this matter. Should you have any further queries or require additional assistance, please do not hesitate to contact us.

Best Regards,
8Theme’s Team

#371718 Copied

shivas-irons

Participant

October 28, 2023 at 18:11

I had to hire a tech guy after trying to resolve the issue. it had nothing to do with Cache. It had to do with the theme. So I paid for support here and didn’t get any help and had to pay someone else to fix the issue. What am I paying for?

#371881 Copied

Rose Tyler

Support staff

October 30, 2023 at 09:29

Hello, @shivas-irons,

Thank you for getting in touch with us.

As we can see, you wrote the next “The child theme, which is what I run live, the core them and then Twenty Twenty Two wordpress core. All plugins deactivated for each test with each theme and cleared cache between each test.” It means you faced the problem when not our theme was activated but the default WordPress theme Twenty Twenty Two. Is’t it? Why are you writing now that the problem is in our theme? Please describe in more detail the situation so we can help you.

We provide support with issues and problems related to our theme only. You can read more about it here – https://xstore.helpscoutdocs.com/article/25-support

Should you continue to experience issues with the ecommerce functionality regardless of the activated theme, we recommend reaching out to WooCommerce Support. Their assistance is available at no cost and their suggestions may prove beneficial in resolving your issue.

We have hypothesized that the issue may be caused by the cache. However, as the situation does not pertain to our theme matter, we can only express a presumption, which naturally requires verification. Unfortunately, this is beyond our area of responsibility.

Has your technical staff been able to resolve the issue that was present regardless of the activated theme on the site?
Currently, I am unable to review the video of the problem you sent and cannot log into your site with the temporary account details.

We are here to assist you should you encounter any issues caused by our theme. However, you have informed us that the problem persists even with other themes. We are committed to helping our clients, which is why we are trying to clarify our area of responsibility and capabilities.

If you require any further assistance regarding our theme, please do not hesitate to let us know.

Best Regards,
8Theme’s Team

#371980 Copied

shivas-irons

Participant

February 9, 2024 at 03:55

I just noticed the exact same thing is happening to the site as detailed in this old ticket. I have no added any plugins or changed anything in the last month. Suddenly the same issue of getting blank pages appears when accessing the store.

As mentioned in this ticket I did pay someone to assist and they claimed it was the theme that caused the issue. I understand your support did not agree with this but I paid him and that’s what the issue was.

I’d appreciate you looking into this to confirm if it is something you could resolve prior to me paying someone again.

Please contact administrator
for this information.

#382911 Copied

Rose Tyler

Support staff

February 9, 2024 at 11:02

Hello, @shivas-irons,

Thank you for contacting us and for using XStore.

1/ We kindly request that you provide a detailed description of the issue you are encountering once more, as the previously shared video link is no longer accessible.

2/ As a preliminary troubleshooting step, we suggest deactivating any third-party plugins temporarily to ascertain if this resolves the problem.

3/ What exact solution was applied by someone last time?

4/ For further investigation, we require FTP access to your server. To set up FTP credentials (including FTP host, FTP username, FTP password, FTP port, and FTP encryption), please reach out to your hosting provider for guidance.

Thank you for your cooperation and we look forward to hearing from you soon.

Best Regards,
8Theme’s Team

#382949 Copied

shivas-irons

Participant

February 9, 2024 at 17:05

I couldn’t show the previous tech help I got as they didn’t provide specifics beyond saying it was a theme issue.

If you can visit the site store and add to cart the issue becomes evident.

I disabled all plugins. Same result. Tried the default theme as well.
I provided ftp access and relevant details.

I appreciate the help.

Please contact administrator
for this information.

#382996 Copied

shivas-irons

Participant

February 10, 2024 at 06:48

This issue is costly as we lose sales. Was hoping within one day your end would provide some resolution or insights into things.

I need to get someone to look into this and fix it if need be yet my concern was having someone investigating at the same time you are. Please confirm if you’re actively working on it so I can relay this to others to be aware. I don’t want to cause any unnecessary interference if you are working on something specific.

Thanks

#383011 Copied

Luca Rossi

Support staff

February 10, 2024 at 07:51

Dear Shivas-Irons,

We hope this message finds you well.

Upon a thorough review of your website, we have identified the presence of multiple malware instances, as well as modifications to some WordPress core files. For your reference, please see the screenshot provided here: https://prnt.sc/jHq8H1uIMLlM.

Our investigation suggests that the following plugin may be the source of these security concerns: https://prnt.sc/AQ3CXZQAggVZ.

To address and rectify these critical issues, we strongly recommend that you reach out to the Sucuri team, specialists in website security. They offer a comprehensive security platform that can assist in the removal of the malware and restoration of your website’s integrity. You can contact them via their website: https://sucuri.net/website-security-platform/.

Please do not hesitate to take immediate action to ensure the safety and security of your online presence.

Best regards,
The 8Theme Team

#383017 Copied
Tagged: add to cart issue, empty cart error, product purchase problem, woocommerce fix, wordpress templates
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