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My checkout is freezing and apple pay is failing on mobile?

This topic has 28 replies, 2 voices, and was last updated 1 years, 6 months ago ago by Rose Tyler

bagshaw50

Participant

December 12, 2022 at 13:12

Hi this has just started to happen today, could someone help

Please, contact administrator
for this information.

#341247 Copied Theme version: 8.2.2 WooCommerce version: 6.6.1

27 Answers

Rose Tyler

Support staff

December 12, 2022 at 13:39

Hello,

1/ Please try to disable all the third-party plugins (including cache plugins), that do not come bundled with XStore https://xstore.helpscoutdocs.com/article/36-included-plugins , clear the cache of the browser, and check then. Maybe one of the additional plugins is the reason for the problem.
2/ Please check how it works with the default WooCommerce theme – Storefront.
It is important to check if the problem persists with the default theme to find out if it comes from the theme or from something else.
Go to Appearance > Themes > install and activate the Storefront theme. Then test and let us know the result.
Widgets could be messed up after switching, so open the Appearance > Widgets tab before switching to be able to move the widgets to the correct area after switching back.

Regards

#341250 Copied

bagshaw50

Participant

January 10, 2023 at 15:42

I have now tried this and I have had a developer look at it but he cant seem to find the issue…

#343509 Copied

Rose Tyler

Support staff

January 10, 2023 at 16:14

Please let us know the results of 2 tests:
1/ when all 3rd party plugins disabled
2/ when the default theme is activated

Regards

#343525 Copied

bagshaw50

Participant

January 10, 2023 at 18:23

I tried with woo commerce store and it worked.

i then tried with xstore theme and deactivated each plug in and still no luck.

I am getting this error

Failed to redirect to https://empowerclothing.co.uk/checkout/order-received/18497/?key=wc_order_XpRbPELEBnc6t&utm_nooverride=1&order_id=18497&wc_payment_method=woocommerce_payments&_wpnonce=39a4b65bb6&save_payment_method=no&payment_intent=pi_3MOlmv2EVGshtUzP1BRGg1gJ&payment_intent_client_secret=pi_3MOlmv2EVGshtUzP1BRGg1gJ_secret_0LYVAhbOZzilxDOy3h85QSQ1b&redirect_status=succeeded

#343556 Copied

Rose Tyler

Support staff

January 11, 2023 at 09:07

Thanks for the reply.
Could you record a video of the problem?
Please provide the correct wp-admin access.
Also, we need FTP access.
If you do not know how to create FTP contact with your hosting provider, they will help you.

Regards

#343613 Copied

bagshaw50

Participant

January 11, 2023 at 10:52

Have entered in private content area

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for this information.

#343652 Copied

bagshaw50

Participant

January 11, 2023 at 10:57

in private area

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for this information.

#343655 Copied
Rose Tyler

Support staff

January 11, 2023 at 11:02
Thanks for the reply.
We can’t connect FTP:
```
Error:        	Connection timed out after 20 seconds of inactivity
Error:        	Failed to retrieve directory listing
```
Please try to connect to FTP using FileZilla by yourself.
Is there a restriction by IP or something else?
What FTP host and port can we use?

Regards
#343658 Copied
bagshaw50

Participant

January 11, 2023 at 12:24

apologies user name changed

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for this information.

#343671 Copied

bagshaw50

Participant

January 11, 2023 at 12:25

if this doesnt work please let me ahve the IP and i will whitelist it

#343673 Copied

Rose Tyler

Support staff

January 11, 2023 at 12:27

Please find the IP in the Private Content area

Regards

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for this information.

#343675 Copied

bagshaw50

Participant

January 11, 2023 at 13:32

I have now allowed this IP

#343686 Copied

Rose Tyler

Support staff

January 11, 2023 at 13:38

Can’t connect still, unfortunately.
What encryption and FTP port can be used?

Regards

#343687 Copied

bagshaw50

Participant

January 11, 2023 at 15:12

is it possible you could send me a screen shot or video of what is happening?

#343709 Copied

Rose Tyler

Support staff

January 11, 2023 at 15:17

Please check the Private Content area

Regards

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for this information.

#343710 Copied

bagshaw50

Participant

January 11, 2023 at 15:23

details from go daddy

Please contact administrator
for this information.

#343711 Copied

Rose Tyler

Support staff

January 11, 2023 at 15:24

Thanks for the reply.
Another specialist will get back to you after a detailed review. Please be patient and do not change access.

Regards

#343712 Copied

Rose Tyler

Support staff

January 11, 2023 at 16:26

Please check how it works when “Advanced Layout” is disabled in Theme Options–>WooCommerce(Shop)–>Cart/Checkout.

Regards

#343722 Copied

bagshaw50

Participant

January 11, 2023 at 20:19

i have switched this off and unfortunately getting the same issue.

#343748 Copied

Rose Tyler

Support staff

January 12, 2023 at 11:38

Hello,

We have identified that the errors you are experiencing are also present with the default Storefront WooCommerce theme. You can refer to the following link for visual reference: https://prnt.sc/1u7MnU5OwqW1
These errors are causing the issues you have reported in the video and it appears that they are not related to our theme.
Please note that we are only able to assist with issues caused by our theme and not if they are global with the default theme as well. In this case, we recommend that you contact the support team of the 3rd party plugin you are using, as well as the WooCommerce support team, for further assistance.
Please let us know if you have any other questions or concerns and we will do our best to assist you.

Best Regards,
8Themes Team

#343802 Copied

bagshaw50

Participant

January 14, 2023 at 22:16

https://www.loom.com/share/0fd365048eca4f0ba5cf6137665feaf7

Hi since you logged in to my account my site isnt working.
please can ask the person what changes they have made?
my screen isnt full width something i did not change, the product will not add to cart (was working before) and on mobile the menu bar is flashing?

#344023 Copied

bagshaw50

Participant

January 14, 2023 at 22:20

please can you reverse all the changes you made to my site?

#344024 Copied

bagshaw50

Participant

January 14, 2023 at 22:20

this is now affecting my revenue and customers are contacting me advising they cant add to cart!

#344025 Copied

bagshaw50

Participant

January 14, 2023 at 22:32

fatal-errors-2023-01-13-f77793e2670d59e81198dae726b21490.log

#344026 Copied

bagshaw50

Participant

January 14, 2023 at 22:33

ignore this

#344027 Copied

bagshaw50

Participant

January 14, 2023 at 22:47

please can you remove all changes you have made immediately i have lost a full day of sales because of this!!

#344029 Copied

Rose Tyler

Support staff

January 15, 2023 at 11:09

Hello, Bagshaw50

Thank you for reaching out. I apologize for the delay in response due to the weekend. Upon investigating, we have not made any changes and only have checked how checkout works with the Storefront theme. It is unlikely that our actions would have caused a fatal error on the single product page.

From the fatal-errors-2023-01-13-f77793e2670d59e81198dae726b21490.log, it appears that the errors are coming from third-party plugins. We recommend reaching out to the support for the plugins mentioned in the log for assistance.

We have also checked several single product pages on your site and do not currently see the fatal error. Have you been able to resolve the issue?

Kind Regards,
8Themes Team.

#344043 Copied
Tagged: apple pay, best selling, freezing, mobile, my checkout, persuasive, woocommerce themes
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