Conflict with Jetpack

Resolved rmbeard66
(@rmbeard66)

2 years ago

Customer alerted me to the fact that they were unable to pay with credit card. Option was there, and the fields (card number / expiry date / security code) were showing, but it was not possible to type anything into them. I can replicate on Firefox, but with Safari everything works as it should.

So for Firefox I have determined that there is a conflict with Jetpack. Deactivate Jetpack and customers can input their card details, reactivate Jetpack and they can’t.

Suggestions?

The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)

carolm29 (woo-hc)
(@carolm29)

2 years ago
Hey there, @rmbeard66! Thanks for contacting us. I’m happy to help you.

For us to investigate this further can you please go to https://www.whatismybrowser.com/ on firefox and share with us your browser information?

Do you have other payment gateway on the site? If you do, do they also have this issue on FireFox?

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Looking forward to your reply.

Have a wonderful day!
- This reply was modified 2 years ago by carolm29 (woo-hc).
Thread Starter rmbeard66
(@rmbeard66)

2 years ago
https://whatismybrowser.com/w/XDY38G3

This is the only payment gateway on the site. The customer also has the option to select PayPal or bank transfer, but the only onsite payment option is using the plugin “Braintree for WooCommerce Payment Gateway”

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rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to Woo.com: –
Enforce Approved Product Download Directories: –
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: – Logging

Enabled: ✔
Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
Retention period: 30 days
Level threshold: –
Log directory size: 77 KB WC Pages

Shop base: #5391 – /store/
Basket: #5392 – /cart/
Checkout: #5393 – /checkout/
My account: #5394 – /my-account/
Terms and conditions: #18167 – /terms-and-conditions/ Theme

Name: Avada Child
Version: 1.0.0
Author URL: https://theme-fusion.com
Child Theme: ✔
Parent Theme Name: Avada
Parent Theme Version: 7.11.7
Parent Theme Author URL: https://themeforest.net/user/ThemeFusion
WooCommerce Support: ✔ Templates

Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada-Child-Theme/woocommerce/emails/customer-processing-order.php version 2.5.0 is out of date. The core version is 3.7.0
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php

Outdated Templates: ❌
```
 Learn how to update
```
Admin

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
product-variation-management
product-virtual-downloadable
product-external-affiliate
product-grouped
product-linked
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: customize-store
minified-js
new-product-management-experience
product-pre-publish-modal
settings
async-product-editor-category-field

Daily Cron: ✔ Next scheduled: 2024-03-20 18:29:38 +00:00
Options: ✔
Notes: 204
Onboarding: completed Braintree (Credit Card)

Environment: Production
Tokenization Enabled: –
Debug Mode: Off Action Scheduler

Complete: 117
Oldest: 2024-02-18 21:16:18 +0000
Newest: 2024-03-20 16:55:14 +0000

Failed: 10
Oldest: 2022-03-09 12:36:30 +0000
Newest: 2023-06-01 13:08:40 +0100

Pending: 3
Oldest: 2024-03-20 21:46:15 +0000
Newest: 2024-03-21 11:40:14 +0000 Status report information

Generated at: 2024-03-20 16:58:46 +00:00
` `
Plugin Support Shameem – a11n
(@shameemreza)

2 years ago

Hi @rmbeard66,

Your Firefox browser seems to be a bit outdated. Would you mind updating it to the latest version and checking if that solves the issue?

If this makes no difference, please contact us at Woo.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there. Thanks!

Plugin Support Shameem – a11n
(@shameemreza)

2 years ago

Hi @rmbeard66,

We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem!

If you have further questions, please feel free to open a new topic.

Thanks!

Viewing 4 replies - 1 through 4 (of 4 total)

The topic ‘Conflict with Jetpack’ is closed to new replies.