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order process hanging

Knowledge Base Lobby : uShop Support Conference : Problems with trying to Place Orders
Dec-16-17 12:34 AM EST
Original Message
order process hanging
Author Nancy Bohs on 10-04-2002 at 13:55 (EST)
The order process hangs up at the Please Wait... message for users of IE 6 with software firewalls. (This is a high percentage of our customers since cable providers started giving away firewall software to their users, and since we get many daytime orders from the workplace.) Only fix I've found is for user to shut down firewall, clear browser cache, make sure IE is set to check for new page at every visit, and then close it and restart it.

Netscape, various versions, works fine with a software firewall in place.

I have tried using both OrderButton and OrderButton2 - same thing happens.

I am using uShop 3.5 with the latest versions of display_cart.html and display_cart2.html. I have not modified either file. They are located in my classes directory, which is a top-level directory. The OrderButton applet is located on a review cart page in another top-level directory. I tried replacing display_cart.html with the version found on your developers's page - problem persists.

Also, in a post in another part of the forum about using a FlashButton to call the order process, it was referenced that IE uses display_cart2 and NN uses display_cart. My uShop seems to do the reverse - IE loads display_cart and NN loads display_cart2.

Haven't tried deleting if statement about IE timeout from display_cart.html. Could this be problem in applet not recognizing IE through firewall and not being able to resolve display_cart.html vs. display_cart2.html?


Our URL = www.altmoor.com if you need it.

E-MAIL AUTHOR | TABLE OF CONTENTS

Table Of Contents
  display_cart.html and hanging order process Nancy Bohs, 2002-10-04 20:58:16 (1)
            display_cart Nancy Bohs, 2002-10-04 21:29:22 (2)
                 RE: display_cart Bill Weiner, 2002-10-08 05:02:27 (3)
                      Help...same things happening Lori, 2002-10-10 12:59:41 (4)
                           another thing I noticed Lori, 2002-10-10 13:06:28 (5)
                                nevermind Lori, 2002-10-10 13:21:22 (6)
                      display_cart and display_cart2 Nancy Bohs, 2002-10-10 15:39:15 (7)
                           RE: display_cart and display_cart2 Bill Weiner, 2002-10-11 05:30:21 (8)
                                display_cart, firewall, JVMs and Plug-ins Nancy Bohs, 2002-10-11 22:03:46 (9)
                                     display_cart2 and Java Plug-in Nancy Bohs, 2002-10-12 13:13:25 (10)
                                          display_cart2 Nancy Bohs, 2002-10-12 16:01:30 (11)
                                               RE: display_cart2 Bill Weiner, 2002-10-14 04:57:18 (12)
                                                    display_carts Nancy Bohs, 2002-10-14 11:34:55 (13)

Messages In This Discussion
         1. display_cart.html and hanging order process
        Author Nancy Bohs on 10-04-2002 at 20:58 (EST)
When I made my own button and referenced display_cart.html, IE worked fine with and without firewall software. So I made a copy of display_cart2.html, naming it display_cart.html and replacing the existing display_cart, and went back to using the OrderButton2 applet. So far, so good!
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                 2. display_cart
                Author Nancy Bohs on 10-04-2002 at 21:29 (EST)
Above reply was supposed to say that directly referencing display_cart2 is what worked with IE, so I made a copy and renamed it display_cart, since that is what the order button applets displayed.
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                         3. RE: display_cart
                        Author Bill Weiner on 10-08-2002 at 05:02 (EST)
I really doubt it's a firewall problem. More likely, it could be related to the JVM that they are using. Can you tell if they are using the old Microsoft JVM that use to be included with Internet Explorer prior to version 5.5? Or are they using the new Sun Microsystems Java Plug-in that now gets automatically downloaded when first visiting a site that uses java?

If using an old JVM, you will be able to enable the Java Console under "Tools...Internet Options...." and then view the console under "View....Java Console". Upon starting the Java Console, it will say something like this at the top:

Microsoft (R) VM for Java, 5.0 Release 5.0.0.3167

Or if using a Java Plugin, when viewing a page with Java on it, there will be a little Java Icon displayed on you main Windows taskbar.... in the lower right, near the clock. Double-clicking on the icon will display the Java Console and it will say something like:

Java(TM) Plug-in: Version 1.4.0_02

The newest display_cart pages (from version 3.5) are designed to account for differences between the different browsers/JVMs.
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                                 4. Help...same things happening
                                Author Lori on 10-10-2002 at 12:59 (EST)
My question is...why is this happening all of a sudden. Is it cus' I switched the codebase to http://mydomain/classes/ or what? I've been loosing customers since the 3rd of Oct. No one is getting through and the shopping cart is locking up with the "Please Wait" scenario as mentioned. Please let me know any info you can.
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                                         5. another thing I noticed
                                        Author Lori on 10-10-2002 at 13:06 (EST)
In NN 4.7 it says that the uShopJSI class cannot be loaded.
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                                                 6. nevermind
                                                Author Lori on 10-10-2002 at 13:21 (EST)
I figured it out.
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                                 7. display_cart and display_cart2
                                Author Nancy Bohs on 10-10-2002 at 15:39 (EST)
I agree that it doesn't seem to be a firewall problem.

The problem can be reproduced on a Win2000Pro OS, running the latest version of IE6 which has the Java applet security patch, using Microsoft VM 5.0 Release 5.0.0.3805, with Zone Alarm Pro enabled. When the software firewall is closed, everything works fine.

When I copied display_cart2 and renamed it as display_cart, the problem resolved for the above configuration, but older OS/IE browser combos didn't work - they gave a script error message and hung up, leaving the user looking at the Please Wait... message. (The computer doesn't lock up, it's just that the order process won't proceed.)

So I put back the display cart pages from my uShop 3.5 update of 05/25/2002 (display_cart.html dated 01/01/2002 and display_cart.html dated 02/25/2002).

Now I am back to square one - if I use a copy of display_cart2.html as display_cart.html instead of the original, IE6 with the newest Java applet security patch and a software firewall works fine, but some other IE versions don't. If I use the original display_cart.html, the reverse is true.

Any thoughts on how I can make this work for both situations? And which display_cart version is supposed to be called for what browser? Or does it depend on version or date rather than brand name?

If I could get IE 6 to use display_cart2 instead of display_cart, it would totally solve my problem. (The OrderButton2 and OrderButton applets bring up display_cart.html in IE versions 3 though 6, display_cart.html in NN 4.08, and display_cart2.html in Netscape 6.2. My uShop does not go to display_cart2.html in any version of IE as I thought it was supposed to after reading in the General section of this forum the post about using a Flash Button for Check Out.)

Thanks for looking into this!
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                                         8. RE: display_cart and display_cart2
                                        Author Bill Weiner on 10-11-2002 at 05:30 (EST)
It is designed to work like this:

1) IE browsers that are using the Sun Java Plug-in will automatically use "display_cart2.html"
2) IE browsers that are using the standard Java Virtual Machine that use to be include with IE will automatically use "display_cart.html"
3) Netscape browsers that are using the Sun Java Plug-in will automatically use "display_cart2.html"
4) Netscape browsers that are using the standard Java Virtual Machine that use to be included with Netscape will automatically use "display_cart.html"

So basically, if the browser is using the Sun Java Plug-in, the "display_cart2.html" page is used. If the browser is using the standard JVM that used to be included with browsers, then the "display_cart.html" page is used.

So with that in mind... and referring to my previous post about determining the Java version... What Java Virtual Machine are your different browsers using? Please give exact browser/JVM stats if you find a scenerio that doesn't work like this.

NOTE: You can switch between using the Java Plug-in and the browser's older/standard JVM (if the browser had one) via your Windows Control Panel. There should be icons there for the Java Plug-in.)
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                                                 9. display_cart, firewall, JVMs and Plug-ins
                                                Author Nancy Bohs on 10-11-2002 at 22:03 (EST)
Hey Bill,

Thanks for the "tutorial" on how the display_cart and display_cart2 are designed to work! Now that I have my confused mind around that, I can say that all the browser / JVM or Plug-in combos are working as per your scenario.

I've tested some different OS/browser combinations with ZoneAlarmPro running and found that it is the common denominator: any browser using the standard JVM 5.0 Release 5.0.0.3805, from Netscape 4.08 up through IE 6.2600.1106IS, and which calls display_cart as it is supposed to, hangs up on the display_cart page. Shut down ZoneAlarm, they work fine, force them to load display_cart2 with a direct URL reference from the stalled display_cart and most of them work fine, even Netscape 4.08. (The exception was IE 3 on a Win95 486 - it couldn't handle the script in display_cart2.)

When I made the Java Plug-in (1.4.1) the default for all browsers, everything worked fine. Any ideas on how to get users of the older/standard JVM and Java Plug-in 1.3.1 (which apparently didn't have an option to configure it as browser default?- at least mine didn't) to download the new Java Plug-in? What are other uShop users doing with the customers who don't get a Java download prompt because they already have a standard JVM?

Thanks again for all your input. You guys are by far the best support team I have ever encountered. And this is probably as good a place as any to say how impressd I am with the compatibility of uShop - one of my test computers is an old 486 laptop running Win95 and IE 3.0! For uShop to work with that as well as with the newest generation of browsers is more than anyone could expect.

Nancy Bohs
www.altmoor.com

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                                                         10. display_cart2 and Java Plug-in
                                                        Author Nancy Bohs on 10-12-2002 at 13:13 (EST)
Correction to above - on my site the back button on display_cart2 doesn't work when using Java Plug-in 1.4.1 (Java 2 Runtime Environment, standard edition 1.4.1, Default Virtual Machine Version 1.4.1-b21) under Internet Explorer 6.0.2800.1106IC. Your demo site works fine with same configuration, so it's obviously something I did, but I can't figure out what. I double-checked my uShop updates, everything seemed intact and dated right, but I replaced all class, display - and template_cart files with the originals anyway. Problem persists.
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                                                                 11. display_cart2
                                                                Author Nancy Bohs on 10-12-2002 at 16:01 (EST)
Also replaced all ushop scripts, deleted ushop_settings.txt and set up from the control panel again, and tried using OrderButton instead of OrderButton2. No luck. Noticed while viewing source on display_cart2 in your demo that the back button coding is onclick=history.back(-2). On my site it says onclick=history.back().
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                                                                         12. RE: display_cart2
                                                                        Author Bill Weiner on 10-14-2002 at 04:57 (EST)
First off, thanks for the nice compliments. That's a nice way to start off a Monday :^)

Now, in regard to the "Back" button, as a work-around for yet another browser incompatibily in uShop 3.50 we made two options available:

Option 1) We added a new "back_url" parameter to the uShopOrderButton applets in order to allow you to specify the URL that the "Back" button on the display cart HTML page will link to. This is the easiest option, but it would force the "Back" button on the display cart HTML page to always go "back" to the same URL.

Option 2) Or as another option which makes the "Back" button more dynamic, we added JavaScript API for detecting/setting the browser type. This is particularly useful for automating the "Back" button URL on the display cart HTML page. To utilize this JavaScript API, you would basically end up writing a JavaScript like this:

< script language="JavaScript" >
function CheckBrowserType()
{
if (navigator.appName == "Microsoft Internet Explorer")
{
document.uShopJSI.setBrowserType("1");
}
}
< /script >

This script would basically need to be placed on your "Place Order" page.... ie. the page with your uShopOrderButton applet.... and it would need to be called via the page's "onLoad" function.

Refer to the v3.50 demo_order.html page (included in the "demo" directory distributed with uShop)... as an example of how it is setup.

Now as for the ZoneAlarm/JVM problem... give me a couple days to research that. At the very least, there is a way to require specific version of the JVM... but let me look into it a little bit.
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                                                                                 13. display_carts
                                                                                Author Nancy Bohs on 10-14-2002 at 11:34 (EST)
I worked on this through Zone Labs, too. Upgraded software this morning with their latest patch (the software release was from May or June of this year, so it's not like it's old) and that seems to have fixed things. Although not said directly, sounds like that release was buggy. As far as the the back button problem, I'll probably try the direct reference method first since our place order button is on only one page and I don't need any kind of elegant solution for that. I missed noticing the back URL parameter on the OrderButton applets - I'm working off the user guide I printed out when I first upgraded to v3.0. Sorry, I should have caught that and not wasted your time! As far as compatibility, it seems to me that it is IE and the new 1.4 Java plug-in with the problem. That same plug-in runs like a brain-damaged snail in IE on the postal service site where they force the use of it in IE instead of the JVM. Netscape is fine with that plug-in version. There were no problems with either IE or NN with the 1.3 plug-in that I noticed. Keep up the good work and thanks for your patience.

Nancy
www.altmoor.com
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