Just this week I have started having issues with customers trying to complete an order and the order never getting processed. In most of the cases where this happens the custom hasnt been able to provide the error msg they received. and i have had at least one call me with the error msg "We're sorry. An error occurred while processing your order that prevents us from completing it at this time. Please contact us and we will resolve the issue as soon as possible." On at least 2 occasions I have gotten watch dog logs saying that an empty order was attempted. But in many of the other documented cases I see no watchdog log. and there have been many orders showing up stuck in the "In checkout" status from the order history.

The orders that I found log messages on lend to the idea that some how the session is getting dropped, as for the others i cant find a single bit of information to go on to try and diagnose. And of course I am unable to recreate the steps customers have gone thru to create this issue. But somehow its repeatable as one customer tried 3 times and they all failed. this particular customer was one of the scenarios that nothing gets logged.

I found an older post that seemed similar and it pointed to a bad image or something linking back to /cart and the best I can tell this doesnt seem to be the issue.

Any pointers on diagnosing this would be greatly appreciated.

as a side note i attempted to post this on the ubercart forum and constantly got the error "Validation error, please try again. If this error persists, please contact the site administrator."

Comments

longwave’s picture

longwave
he/him
Primary language English
Location UK
commented
Status: Active » Postponed (maintainer needs more info)

What payment method are you using? What are the exact log messages you are seeing that suggest the session is lost? Please paste some more precise information, otherwise it's very difficult to diagnose this.

cangeceiro’s picture

cangeceiro commented

oops, my apologies. We are using paypal pro and all of the orders that seem to be afflicted are all credit card orders. The error that i am seeing is "An empty order made it to checkout! Cart order ID".

tr’s picture

tr commented

Please search all open and closed issues in this queue and on ubercart.org for "An empty order made it to checkout". There is a LOT of information about the causes of this, and a lot of things for you to investigate and try.

cangeceiro’s picture

cangeceiro commented
Status: Postponed (maintainer needs more info) » Closed (fixed)

Thanks,
I have been digging thru some of these. turns out the issue was that some css was pointing to a file that didnt exist. Correcting this solved my issue. It's perfectly reasonable that any site should never have css pointing to a bad link. But why would that cause such a dramatic failure? seems like there should at least be some sort of fail safe that would prevent an order going thru over some bad css.

stockliasteroid’s picture

stockliasteroid commented

As I understand it, it's not so much that it's a CSS issue, it's that the 404 that hits Drupal can cause Ubercart to unset the session due to some security checks that occur during the checkout process. It basically acts like the user has jumped in and out of the checkout process because there is an intermediate full Drupal request caused by the 404 generated by the missing image. Any missing image part of your theme, or missing image in CSS, or missing local JS file (or Javascript loading a missing file!) could cause it. That's why you need to use the web inspector to find any requests generating 404s or look for 404s in your logs.

I had the issue because of a bad path to an IE6-only file, so the problem was affecting a VERY small percentage of my users. That made it even harder to track down.

stealthtech1’s picture

stealthtech1 commented

Thanks after checking all 404's of images and css's this fixed it for me in IE6 & 7.

The message BTW is the watchdog error that warns about an empty cart that made it to checkout and shows this to the end user: We're sorry. An error occurred while processing your order that prevents us from completing it at this time. Please contact us and we will resolve the issue as soon as possible.

MakeOnlineShop’s picture

MakeOnlineShop commented

In Checkout orders, can we be notified anyway ? Any module to send admin or customer a message ?

Hi,

Would it be possible to get a notification when an order is still in checkout after 1 hour, because it means that it has not been finalized ?

Or is there any way to send an automatic message to customer to remind him that he almost bought a perfect product ?

Thanks for your ideas.