Shipping error message during checkout for some users
-
Hi, there…
My client is getting this error (“enter your address to view shipping options”) when she tries to check out, testing her site: https://www.screencast.com/t/kJjJkv6cES8u
She has correctly entered the shipping information on the previous screen.
Here is the browser configuration she`s using. https://www.whatsmybrowser.org/b/PBTHFY5
I have tested this in my simulator with the exact same criteria and cannot reproduce the error.
She was testing it in private mode in Firefox. Can you give me a reason why she is getting this problem and no one else is getting it? I need to tell her why she is getting an error no one else sees, when in Private Mode.
The page I need help with: [log in to see the link]
-
Howdy!
Without seeing your System Status, my guess is that this is an issue with caching.
Can you make sure that any caching plugin on your site, or server-side caching excludes these pages:
* Cart
* Checkout
* My AccountOr completely disable the cache and test again.
Let me know if that works. If not, could you please share a copy of your site’s System Status? You can find it via
WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.I’d also recommend removing the video link, as it has personal email and address information in it. 🙂
Thank you SO Much for your swift reply, Zach!
I’ve checked the caching already and believe that it is clear. (We don’t have a caching plugin on the backend.)
I also contacted the site host and they said: The server does not natively cache anything. If you use something like wordpress and have a caching plugin, that would need to be purged or expired from the plugin.
Here is the status report (pasted below) THANK YOU!
### WordPress Environment ### WordPress address (URL): https://purplehousepress.com/wp Site address (URL): https://purplehousepress.com WC Version: 3.6.4 Log Directory Writable: ✔ WP Version: 5.2.2 WP Multisite: – WP Memory Limit: 756 MB WP Debug Mode: ✔ WP Cron: ✔ Language: en_US External object cache: – ### Server Environment ### Server Info: Apache PHP Version: 7.1.30 - We recommend using PHP version 7.2 or above for greater performance and security. How to update your PHP version PHP Post Max Size: 512 MB PHP Time Limit: 300 PHP Max Input Vars: 1000 cURL Version: 7.65.0 OpenSSL/1.0.2r SUHOSIN Installed: – MySQL Version: 5.6.44 Max Upload Size: 512 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ ### Database ### WC Database Version: 3.6.4 WC Database Prefix: wp_ Total Database Size: 22.03MB Database Data Size: 17.81MB Database Index Size: 4.22MB wp_woocommerce_sessions: Data: 3.70MB + Index: 0.20MB wp_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB wp_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB wp_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB wp_woocommerce_order_items: Data: 0.13MB + Index: 0.07MB wp_woocommerce_order_itemmeta: Data: 1.29MB + Index: 0.65MB wp_woocommerce_tax_rates: Data: 0.00MB + Index: 0.01MB wp_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB wp_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB wp_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB wp_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB wp_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB wp_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB wp_woocommerce_log: Data: 0.00MB + Index: 0.00MB wp_commentmeta: Data: 0.00MB + Index: 0.01MB wp_comments: Data: 0.26MB + Index: 0.12MB wp_failed_jobs: Data: 0.00MB + Index: 0.00MB wp_links: Data: 0.00MB + Index: 0.00MB wp_mailchimp_carts: Data: 0.00MB + Index: 0.00MB wp_options: Data: 2.50MB + Index: 0.15MB wp_postmeta: Data: 6.16MB + Index: 2.12MB wp_posts: Data: 2.43MB + Index: 0.26MB wp_queue: Data: 0.00MB + Index: 0.00MB wp_redirection_404: Data: 0.75MB + Index: 0.24MB wp_redirection_groups: Data: 0.00MB + Index: 0.00MB wp_redirection_items: Data: 0.00MB + Index: 0.02MB wp_redirection_logs: Data: 0.01MB + Index: 0.01MB wp_revslider_css: Data: 0.09MB + Index: 0.00MB wp_revslider_layer_animations: Data: 0.00MB + Index: 0.00MB wp_revslider_navigations: Data: 0.00MB + Index: 0.00MB wp_revslider_sliders: Data: 0.01MB + Index: 0.00MB wp_revslider_slides: Data: 0.02MB + Index: 0.00MB wp_revslider_static_slides: Data: 0.00MB + Index: 0.00MB wp_smush_dir_images: Data: 0.06MB + Index: 0.04MB wp_termmeta: Data: 0.00MB + Index: 0.01MB wp_terms: Data: 0.00MB + Index: 0.01MB wp_term_relationships: Data: 0.01MB + Index: 0.03MB wp_term_taxonomy: Data: 0.00MB + Index: 0.01MB wp_usermeta: Data: 0.36MB + Index: 0.21MB wp_users: Data: 0.02MB + Index: 0.02MB wp_wc_download_log: Data: 0.00MB + Index: 0.00MB wp_wc_product_meta_lookup: Data: 0.01MB + Index: 0.02MB wp_wc_webhooks: Data: 0.00MB + Index: 0.00MB wp_wpfm_backup: Data: 0.00MB + Index: 0.00MB wp_yith_wcwl: Data: 0.00MB + Index: 0.00MB wp_yith_wcwl_lists: Data: 0.00MB + Index: 0.01MB ### Post Type Counts ### acf-field: 22 acf-field-group: 4 attachment: 601 authorbook: 70 custom_css: 1 customize_changeset: 31 jetpack_migration: 2 jp_img_sitemap: 1 jp_sitemap: 1 jp_sitemap_master: 1 nav_menu_item: 41 page: 18 post: 4 product: 144 product_variation: 58 revision: 968 scheduled-action: 4 shop_coupon: 2 shop_order: 395 shop_order_refund: 29 wpcf7_contact_form: 1 ### Security ### Secure connection (HTTPS): ✔ Hide errors from visitors: ✔ ### Active Plugins (36) ### AceIDE: by AceIDE – 2.6.2 Advanced Custom Fields PRO: by Elliot Condon – 5.8.0 All 404 Redirect to Homepage: by Fakhri Alsadi – 1.16 All in one Favicon: by Arne Franken – 4.7 All-in-One WP Migration: by ServMask – 6.96 ARG Multistep Checkout for WooCommerce: by ARG Themes – 3.2 – Not tested with the active version of WooCommerce BeBo Store CPT: by BeauTheme – 2.0.1 Categories Images: by Muhammad Said El Zahlan – 2.5.4 Classic Editor: by WordPress Contributors – 1.5 Coming Soon Page & Maintenance Mode by SeedProd: by SeedProd – 5.0.25 Contact Form 7 - Dynamic Text Extension: by Chris Mavricos SevenSpark – 2.0.2.1 Contact Form 7: by Takayuki Miyoshi – 5.1.3 GA Google Analytics: by Jeff Starr – 20190501 Jetpack by WordPress.com: by Automattic – 7.3.1 WPBakery Page Builder: by Michael M - WPBakery.com – 5.4.5 Mailchimp for WooCommerce: by Mailchimp – 2.1.16 – Not tested with the active version of WooCommerce Max Mega Menu: by megamenu.com – 2.6 Multiple Post Thumbnails: by Chris Scott – 1.7 Stripe Payment Gateway for WooCommerce ( Basic ): by WebToffee – 3.1.10 – Not tested with the active version of WooCommerce Really Simple SSL: by Rogier Lankhorst Mark Wolters – 3.1.5 Redirection: by John Godley – 4.2.3 UpdraftPlus - Backup/Restore: by UpdraftPlus.Com DavidAnderson – 1.16.14 WooCommerce PayPal Checkout Gateway: by WooCommerce – 1.6.14 – 1.6.15 is available WooCommerce Stripe Gateway: by WooCommerce – 4.1.16 WooCommerce Pre-Orders: by WooCommerce – 1.5.10 – Not tested with the active version of WooCommerce WooCommerce Product Archive Customiser: by jameskoster – 1.0.5 – Not tested with the active version of WooCommerce WooCommerce Quantity Increment: by Automattic WooThemes – 1.1.0 – Not tested with the active version of WooCommerce WooCommerce Services: by Automattic – 1.20.0 – 1.21.0 is available WooCommerce Show Attributes: by Isabel Castillo – 1.6.4 – Not tested with the active version of WooCommerce WooCommerce Square: by WooCommerce – 1.0.37 WooCommerce: by Automattic – 3.6.4 WP File Manager: by mndpsingh287 – 4.8 Smush: by WPMU DEV – 3.2.0.1 Contact Form 7 - reCaptcha v2: by IQComputing – 1.1.9 YITH WooCommerce Compare: by YITH – 2.3.10 YITH WooCommerce Wishlist: by YITH – 2.2.10 ### Inactive Plugins (5) ### Slider Revolution: by ThemePunch – 5.4.6.4 Velvet Blues Update URLs: by VelvetBlues.com – 3.2.9 Woocart Popup Lite for WooCommerce: by Festi-Team – 1.1 – Not tested with the active version of WooCommerce WooCommerce Grid / List toggle: by jameskoster – 1.2.1 – Not tested with the active version of WooCommerce WooCommerce Multi-Step Checkout: by SilkyPress – 2.0 ### Settings ### API Enabled: – Force SSL: – Currency: USD ($) Currency Position: left Thousand Separator: , Decimal Separator: . Number of Decimals: 2 Taxonomies: Product Types: external (external) grouped (grouped) simple (simple) variable (variable) Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog) exclude-from-search (exclude-from-search) featured (featured) outofstock (outofstock) rated-1 (rated-1) rated-2 (rated-2) rated-3 (rated-3) rated-4 (rated-4) rated-5 (rated-5) Connected to WooCommerce.com: ✔ ### WC Pages ### Shop base: #6 - /shop/ Cart: #7 - /cart/ Checkout: #8 - /checkout/ My account: #9 - /my-account/ Terms and conditions: ❌ Page not set ### Theme ### Name: BeboStore Child Theme Version: – 0 is available Author URL: Child Theme: ✔ Parent Theme Name: BeboStore Parent Theme Version: 2.0.7.1 Parent Theme Author URL: http://beautheme.com/ WooCommerce Support: ✔ ### Templates ### Overrides: bebostore/woocommerce/archive-product.php version 2.0.0 is out of date. The core version is 3.4.0 bebostore/woocommerce/cart/cart-empty.php version 3.1.0 is out of date. The core version is 3.5.0 bebostore/woocommerce/cart/cart-totals.php bebostore/woocommerce/cart/cart.php version 3.1.0 is out of date. The core version is 3.5.0 bebostore/woocommerce/cart/mini-cart.php version 3.3.0 is out of date. The core version is 3.5.0 bebostore/woocommerce/checkout/cart-errors.php bebostore/woocommerce/checkout/form-billing.php version 3.0.9 is out of date. The core version is 3.6.0 bebostore/woocommerce/checkout/form-checkout.php version 2.3.0 is out of date. The core version is 3.5.0 bebostore/woocommerce/checkout/form-coupon.php version 2.2 is out of date. The core version is 3.4.4 bebostore/woocommerce/checkout/form-pay.php version 2.5.0 is out of date. The core version is 3.4.0 bebostore/woocommerce/checkout/review-order.php version 2.3.0 is out of date. The core version is 3.3.0 bebostore/woocommerce/content-product.php version 3.0.0 is out of date. The core version is 3.6.0 bebostore/woocommerce/content-single-product.php version 3.0.0 is out of date. The core version is 3.6.0 bebostore/woocommerce/content-widget-product.php version 2.5.0 is out of date. The core version is 3.5.5 bebostore/woocommerce/global/breadcrumb.php bebostore/woocommerce/global/quantity-input.php version 2.5.0 is out of date. The core version is 3.6.0 bebostore/woocommerce/loop/orderby.php version 2.2.0 is out of date. The core version is 3.6.0 bebostore/woocommerce/loop/pagination.php version 2.2.2 is out of date. The core version is 3.3.1 bebostore/woocommerce/loop/sale-flash.php bebostore/woocommerce/myaccount/form-add-payment-method.php version 3.0.0 is out of date. The core version is 3.4.0 bebostore/woocommerce/myaccount/form-edit-account.php version 2.6.0 is out of date. The core version is 3.5.0 bebostore/woocommerce/myaccount/form-login.php version 2.6.0 is out of date. The core version is 3.6.0 bebostore/woocommerce/myaccount/form-lost-password.php version 3.0.0 is out of date. The core version is 3.5.2 bebostore/woocommerce/myaccount/my-account.php version 2.6.0 is out of date. The core version is 3.5.0 bebostore/woocommerce/myaccount/my-address.php bebostore/woocommerce/myaccount/my-orders.php bebostore/woocommerce/single-product/rating.php version 3.1.0 is out of date. The core version is 3.6.0 bebostore/woocommerce/single-product/related.php bebostore/woocommerce/single-product/review.php bebostore/woocommerce/single-product/tabs/description.php bebostore/woocommerce/single-product/tabs/tabs.php bebostore/woocommerce/single-product-reviews.php version 2.3.2 is out of date. The core version is 3.6.0 bebostore/woocommerce/single-product.php Outdated Templates: ❌ Learn how to update ### Action Scheduler ### Complete: 4 Oldest: 2019-05-30 08:33:48 -0400 Newest: 2019-06-27 20:23:13 -0400 Pending: 0 Oldest: – Newest: – Canceled: 0 Oldest: – Newest: – In-progress: 0 Oldest: – Newest: – Failed: 0 Oldest: – Newest: –Thanks for checking for caching issues, and for the System Status!
I’d recommend first updating all plugins that need it (after a full website backup).
Then, if that doesn’t help, I’d recommend running a full conflict test on a staging site following the information here:
https://docs.woocommerce.com/document/woocommerce-self-service-guide/#section-4
Something else to consider is that sometimes browser extensions can cause conflicts. Have your client either disable any Firefox extensions they have and test again, or try using a different browser.
Thank you. I will ask her to try this.
Sounds good! Keep me posted. 🙂
I will! This has been so difficult to solve. I have reached out to the developers who worked on the site, developers who haven’t worked on the site, and now you guys!
OK, none of those things solved the problem. The only person (we know of) who is getting this error is the client. Any other ideas for me to try?
Howdy!
You also tried a conflict test on the staging site, switching both the theme to a default theme like “Storefront” or “Twenty Nineteen”, and deactivating all plugins but WooCommerce (at the same time as switching the theme), then having your client test?
Is your client using the same Internet Network each time they’re getting the issue? If so, can they try using a new network and/or new device to see if the issue persists?
Also, I’d recommend checking the error logs under
WooCommerce > Status > Logsto see if there is anything captured there. Wouldn’t hurt to ask the hosting provider to check the server logs as well.Thanks so much for this, Zach. A question for you:
I’ve had half a dozen people test this problem with the same exact browser/platform configuration, and they can’t reproduce it. I’ve also tested it repeatedly in my browser simulator. Same thing. Is it safe to assume that the problem is isolated to the client’s browser?
Usually, if an error isn’t reproducible by many people following the same steps, it’s due to one of the following:
* User’s device – have them try with a different device
* User’s network – have them try on a different network
* User’s browser/extension setup – have them try on a different browser
* User’s cache/account – have them try with a different accountI hope this helps!
Thank you so much, Zach.
You’re most welcome!
Would you like me to leave this thread open a bit longer?
Hi @lisabagg,
We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.
The topic ‘Shipping error message during checkout for some users’ is closed to new replies.
