Customers having problems loging in and also changing passwords.

[14Steve14]

PHP 8.0 Phoenix 1.0.9.0

We are having calls from customers who are having problems logging in to the website using known good login details. For some reason they are not being recognised by the cart software and get stuck in a loop even though using correct data never actually login to the site. They are always returned to the login page and remain logged out.

Some customers have also tried requesting a new password. The email they are sent works, and they manage to create new details but still are unable to login.

We had a customer who worked in IT support contact us when he was having problems and with his help we found that for what ever reason Phoenix is storing something strange into the browsers cache and the saved files for the website. We did initially think that it was something different between our old site and the new updated site but we are getting similar problems with new customers.

We had a customer call us today about the same problem and he was also seeing something strange in the shopping basket where the shipping total was showing the incorrect total. It was totally every line in the order with the postage change giving in his case an delivery total of £95.00.

When trying to login using a new private window in the browser everything works as expected.

When the private/incognito window works customers clear their browser cache and remove any saved files for our website everything goes back to working correctly.

Has anyone else experienced this with their website.

[burt]

Connected to this maybe?

viewtopic.php?f=28&t=2407

You might also check that your configure.php file is correctly configured..

[Kofod95]

Could also be similar to this: viewtopic.php?f=28&t=2332

Can you recreate the problem and share what is saved in those saved files?

//Daniel

[14Steve14]

Connected to this maybe?

viewtopic.php?f=28&t=2407

You might also check that your configure.php file is correctly configured..

Thanks for the link Gary. We are getting no errors in the error logs as far as I can see. I put in place something from that thread a while ago. The problem seems to be very random, and we cannot replicate it. Talking to the customers it seems as if it is related to something our old version of the website stored that the new version does not like. A cookie or a file as once the cookies are cleared and any saved files are removed everything works as it should. Most of the customers have bought from us before but before we updated our website in the beginning of the year.

[14Steve14]

Could also be similar to this: viewtopic.php?f=28&t=2332

Can you recreate the problem and share what is saved in those saved files?

//Daniel

Daniel

Thanks for that link.

We are unable to recreate the problem and it happens so infrequently and only to some customers. It may be something that we have to live with. At least we know how to explain to the customers how to remedy the problem.