Items disappearing from basket

  • Resolved eleanorr11

    (@eleanorr11)


    1 year, 1 month ago

    A customer has told me that when they added a 2nd item to the basket, the 1st item disappeared. I’ve tested this and on firefox there’s no problem, but in chrome the same thing happened to me. There are no visible error messages or anything, it’s just that the first item in the basket disappeared.

    I have not added or changed any plugins recently.

    This is my system report

    ` WordPress Environment

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Viewing 9 replies - 1 through 9 (of 9 total)

  • Hi @eleanorr11

    A customer has told me that when they added a 2nd item to the basket, the 1st item disappeared. I’ve tested this and on firefox there’s no problem, but in chrome the same thing happened to me. There are no visible error messages or anything, it’s just that the first item in the basket disappeared. I have not added or changed any plugins recently.

    From what I understand, you’re having a problem where the first item in your shopping basket disappears when you add a second one. You mentioned that this issue seems to be specific to the Chrome browser because you didn’t have this problem when using Firefox.

    I’ve taken a close look at your system report and everything appears to be in order. I even visited your site and tested the basket functionality using Chrome, but I couldn’t replicate the issue. The first item stayed put in the basket even after I added a second one.

    Image Link: https://s6.gifyu.com/images/S418I.gif

    Now, let’s try to troubleshoot this issue with a few possible solutions:

    1. Clear your browser cache: Outdated or corrupted files in your browser cache could be causing this issue. Try clearing the cache to see if that solves the problem.
    2. Disable browser extensions: Some extensions can interfere with websites. Try disabling your Chrome extensions one by one to see if any of them are causing the issue.
    3. Update your browser: Make sure you’re using the latest version of Chrome. An outdated browser might be causing compatibility issues with certain website functions.
    4. Try in Incognito mode: Open your website in an Incognito window in Chrome. If the issue doesn’t persist in this mode, it’s likely being caused by your browser’s cache or extensions.
    5. Check for JavaScript errors: JavaScript errors can interfere with functionality. Use your browser’s console to check for these errors. ?? Here’s a handy guide on Using Your Browser to Diagnose JavaScript Errors.

    If the issue continues after trying these solutions, could you provide more details about the problem? Specifically, the exact steps you’re taking when the problem occurs, and any additional information about the items being added to the basket (e.g., are they specific products or does it happen with any product?).

    Could you also share any fatal error logs (if any) under WooCommerce > Status > Logs with us?

    Once you’ve gathered this information, please paste it inside a Code block in your reply, or use https://pastebin.com to paste it and share the link with us.

    Thanks for your patience and cooperation in this matter! We’re here to help you get this sorted.

    Thread Starter eleanorr11

    (@eleanorr11)

    Hi,

    Thanks for your reply.

    I do not know if it is a chrome issue, I just simply was able to replicate the client’s issue using chrome. I do not know what browser the client was using. Therefore the browser trouble-shooting options will not help because it is a problem found by someone I don’t know that I’ve been able to replicate on a different device.

    Woocommerce > status > logs has no fatal error logs.

    The problem was triggered by adding first – https://www.hobbyaids.co.uk/product/bridgit-stick-clip/

    Then adding – https://www.hobbyaids.co.uk/product/large-print-crossword-puzzles/

    to the basket (causing the bridgit stick clip to disappear from the basket).

    Thanks

    Hi @eleanorr11

    I do not know if it is a chrome issue, I just simply was able to replicate the client’s issue using chrome. I do not know what browser the client was using. Therefore the browser trouble-shooting options will not help because it is a problem found by someone I don’t know that I’ve been able to replicate on a different device. Woocommerce > status > logs has no fatal error logs.

    The problem was triggered by adding first – https://www.hobbyaids.co.uk/product/bridgit-stick-clip/ Then adding – https://www.hobbyaids.co.uk/product/large-print-crossword-puzzles/ to the basket (causing the bridgit stick clip to disappear from the basket).

    Thanks for sharing more specifics about the issue. I get your concern, especially since a customer reported this problem and you’ve managed to replicate it on your end, even though it didn’t happen on mine.

    You said the issue popped up when you first added the Bridgit Crutch and Stick Clip, followed by the Large Print Crossword Puzzles. I went to your site and tried to do the same thing, adding the Bridgit Crutch and Stick Clip and then the Large Print Crossword Puzzles to the basket using Chrome. But everything worked fine, both items stayed in the basket as they should.

    Image Link:?https://snipboard.io/zfncsR.jpg

    This makes me think the issue might have more to do with specific user settings or environment, rather than being a widespread problem with the online store. But I totally understand your concern, and we’re committed to helping you resolve this issue completely.

    Let’s try a few more troubleshooting steps:

    1. Test on multiple devices: If possible, try to replicate the issue on different devices (like a different computer or a mobile device) and see if the problem persists.
    2. WooCommerce settings: Check your WooCommerce settings, especially those related to the cart and checkout. Make sure everything is configured correctly.
    3. Theme conflict: Try switching your theme to a default one like Storefront and see if the issue persists. If it doesn’t, the issue might be with your current theme.
    4. Plugin conflict: Try disabling all plugins except for WooCommerce and see if the issue still occurs. If it doesn’t, enable the plugins one by one until the issue reappears. This will help identify if a plugin is causing the issue. Here’s a helpful guide on how to test for conflicts: ?? How to Test for Plugin and Theme Conflicts.

    If these steps don’t help, it would be great if you could give us more details about the customer’s environment like their browser version, device type, and operating system.

    I know this can be frustrating, but we’re here to help you until we get this issue sorted out. Please let me know how these steps go or if you need more help.

    Thread Starter eleanorr11

    (@eleanorr11)

    Hi,

    Sorry for the slow reply.

    I’ve tested 3 devices and all of the browsers on them –

    Laptop – firefox, chrome, windows edge
    Tablet – firefox, chrome, opera
    Mobile phone – chrome, firefox

    and only had the problem with chrome on my mobile phone. So it doesn’t seem to be a device or a browser, but perhaps more specific/complex.

    I’ve looked at my WooCommerce settings and I think the majority are standard, with no glaring problem.

    I haven’t checked my theme. To be honest, I really don’t want to mess things up by changing theme (even just to test) – it’s taken me too long to set it up! (yes, I’m an amateur and clueless)

    I’ve checked for a plugin conflict and all that happened was the problem disappeared from my phone.

    Thanks very much

    Plugin Support Beauty of Code (woo-hc)

    (@beautyofcode)

    Hi @eleanorr11 ,

    I hear your concern!

    It’s possible that this may be the cause of an issue with your current theme and mobile browsing and it would be best to rule this out before diving deeper into this.

    The best way to find out if this may be a theme/plugin conflict is to test in a staging environment.

    This is a clone of your live site where you can test updates and changes without affecting your live site. This can be done using the free?WP Staging?plugin.

    Let us know how this goes!

    Thread Starter eleanorr11

    (@eleanorr11)

    Hi,

    Sorry for the slow reply. Chrome on my mobile phone was giving the same issue the customer had reported, but now seems to be working fine, so I can’t actually test things any more – arghh! I’m assuming the problem hasn’t gone away, it’s just intermittent or needs specific circumstances to occur. At least it doesn’t seem to be happening all of the time, that’s a good thing (though that also means it can’t be solved either)!

    Thank you
    Eleanor

    Hi @eleanorr11

    Sorry for the slow reply. Chrome on my mobile phone was giving the same issue the customer had reported, but now seems to be working fine, so I can’t actually test things any more – arghh! I’m assuming the problem hasn’t gone away, it’s just intermittent or needs specific circumstances to occur. At least it doesn’t seem to be happening all of the time, that’s a good thing (though that also means it can’t be solved either)!

    Thank you for taking the time to test across different devices and browsers, and for your patience throughout this process. It’s a bit puzzling that the issue seems to have resolved itself on your mobile phone’s Chrome browser, but as you said, it could be intermittent or dependent on specific circumstances.

    While it’s a relief that it’s not happening all the time, I understand your concern about it potentially happening again in the future.

    At this point, I would recommend keeping a close eye on the situation and asking your customers to report if they experience any similar issues. This could help us gather more information and possibly identify a pattern or specific circumstances under which this issue occurs.

    In the meantime, I’d suggest making sure that your WooCommerce, theme, and plugins are all updated to their latest versions. This is a good practice in general to ensure optimal performance and security of your site.

    If the issue reoccurs, please don’t hesitate to reach out to us again. We’re here to help you resolve any issues you may encounter.

    Thank you again for your patience and cooperation.

    Thread Starter eleanorr11

    (@eleanorr11)

    Thank you

    Hi @eleanorr11

    Thank you

    You’re very welcome! I’m glad we could assist you, even if the issue turned out to be intermittent.

    I’ll go ahead and mark this thread as resolved. However, if you ever have more questions or issues in the future, don’t hesitate to kick off a new topic.

    We’d be thrilled if you could spare a few minutes to leave us a review at ?? https://www.ads-software.com/support/plugin/woocommerce/reviews.

    Cheers!

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