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  • Status: Closed
  • Closed by: Marek (marek)
  • Closed on: 29.12.17, 12:48
  • Reason: Closed
  • Comment: Glad to help!

Ticket #10902 - Checkout button does not work-error message received

Hi, please find the error message some customers received in various browsers when clicking on Checkout button. But not every customer receive this message, I dont understand what does this depend on. Could you please help us? Thank you.

500server_error.JPG (45.7 KiB)

This ticket does not depend on any other tickets.

Marek (marek) 05 Oct 2017, 17:36

I'm looking for solution, don't worry

Marek (marek) 05 Oct 2017, 22:13

Hi, Tomas. I have tried get reproduce the error but it always works correctly. We have to look into the "error log" file to find out the reason

Tomas Stopka (100peck) 06 Oct 2017, 17:16

Ok, do you have access to the error log? or is it somewhere else on server?

Marek (marek) 06 Oct 2017, 17:21

I need to know the path to the file of error logs

Tomas Stopka (100peck) 08 Oct 2017, 16:16

Hi Marek, I'v found the log message: Frontcontroller::init - Cart cannot be loaded or an order has already been placed using this cart. I'v been looking for a solution but what i'v found is that it could be problem of some cart module?? I dont know...

Marek (marek) 09 Oct 2017, 11:08

I can advise you the following: - Go to your BO and enable these three options http://awesomescreenshot.com/0df6dsfn61 - try to place an order Let me know the result

Tomas Stopka (100peck) 09 Oct 2017, 12:39

Hi Marek, all these three options have been disabled since we started using presta 1.7. This error does not happen to every customer, just some of them told me about this problem and I dont know how to repeat this error because for me it works well. One customer told me she received this error on every web browser and on PC and cell phone too.

Marek (marek) 09 Oct 2017, 23:01

Could you please enable those three options and ask your customer to check out the issue. For me all working fine and I don't see the issue

Tomas Stopka (100peck) 09 Oct 2017, 23:19

Hi Marek, i'v enabled only two of these options because when the first one is enabled the main page is blank.

Marek (marek) 09 Oct 2017, 23:21

That is the most important option because it allows us to understand if some module affects on the theme behavior. But ok, I'll try more with different browsers and systems

Marek (marek) 11 Oct 2017, 12:57

Hi Tomas. I have tried following combinations: Macos: Safari, Chrome, Firefox Windows: Edge, Chrome, Firefox And it always worked. Maybe it depends on delivery method because I always choosed "Osobní odběr Frýdek-Místek - bankovní převod"

Tomas Stopka (100peck) 11 Oct 2017, 13:44

Hi Marek, the problem with error happens when you are trying to go to order in frontend. So if you are filling the from with user details, shipping etc. you are behind that error. Unfortunately I never managed to repeat this error. Actually I am not sure if this error is still showing or not. I need to check it with the customer who claimed that error.

Marek (marek) 11 Oct 2017, 13:48

do you mean this link? http://awesomescreenshot.com/0e06du1478

Tomas Stopka (100peck) 11 Oct 2017, 21:37

No no, whenever you want to go to the order...so when you put some item to cart and click order now..

Tomas Stopka (100peck) 23 Oct 2017, 21:53

Hello Marek, do you have some news? Our customers are still complaining that they can not order our products. I have found how can i repeat this error.

1. Login to BE
2. Go to this link: http://bobu.cz/admin111/index.php?controller=AdminCarts&id_cart=366&viewcart&token=06b6c078c7afe176c018da873d485678

3. Try to create order from cart. In Czech is Vytvorit objednavku z kosiku. pictrure1 in attachement.
4. Wait few seconds
5.Now you can manage order. Try to click on this link: Prejit na platebni stranky ke zpracovani platby on the bottom. The only one blue link on the Summary. You can see that in picture2 in attachement. Please do not finish this order.
6. If you have clicked on the link you can see the 500 error. This is the same error what our customer see when he/she try to order something.

Could you please debug it somehow? Or find the root cause of this error? Thank you very Much.


picture1.png (23.4 KiB)
picture2.png (62.3 KiB)
Marek (marek) 29 Oct 2017, 16:33

Hi Tomas. Sorry for the delay. I'll try to help you tomorrow.

Marek (marek) 30 Oct 2017, 18:13

Hi, Tomas. Could you please give me access to Shopping Cart to see the issue http://awesomescreenshot.com/0416e4zhe7

Tomas Stopka (100peck) 31 Oct 2017, 09:25

Of course, now you can try it :)

Marek (marek) 31 Oct 2017, 12:44

Do you have some errors logs to see what's really happening?

Tomas Stopka (100peck) 31 Oct 2017, 12:49

no i have not, but we can run debug mode? i guess?

Marek (marek) 31 Oct 2017, 12:50

The best way to get error logs of your server. Maybe you will ask your hosting support about that?

Tomas Stopka (100peck) 31 Oct 2017, 13:14

ok I will try that. Let me check..

Tomas Stopka (100peck) 13 Nov 2017, 14:44

Hi Marek, yesterday I'v configured logging. so here are some logs:

[13-Nov-2017 01:01:41 Europe/Prague] PHP Notice: Undefined index: nb_products in /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/controllers/front/listing/SupplierController.php on line 184
[13-Nov-2017 01:01:41 Europe/Prague] PHP Notice: Undefined index: nb_products in /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/controllers/front/listing/SupplierController.php on line 186
[13-Nov-2017 10:21:13 Europe/Prague] PHP Notice: Undefined index: PS_CATALOG_MODE in /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/vendor/prestashop/smarty/sysplugins/smarty_internal_templatebase.php(157) : eval()'d code on line 30
[13-Nov-2017 10:21:13 Europe/Prague] PHP Notice: Trying to get property of non-object in /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/vendor/prestashop/smarty/sysplugins/smarty_internal_templatebase.php(157) : eval()'d code on line 30
[13-Nov-2017 10:21:28 Europe/Prague] PHP Warning: Cannot modify header information - headers already sent by (output started at /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/controllers/admin/AdminCartsController.php:487) in /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/classes/controller/AdminController.php on line 1845
[13-Nov-2017 10:21:39 Europe/Prague] PHP Warning: Cannot modify header information - headers already sent by (output started at /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/controllers/admin/AdminCartsController.php:850) in /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/classes/controller/AdminController.php on line 1845
[13-Nov-2017 10:21:50 Europe/Prague] PHP Warning: Cannot modify header information - headers already sent by (output started at /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/controllers/admin/AdminCartsController.php:508) in /mnt/data/accounts/b/bobuadmin/data/www/bobuadmin.savana-hosting.cz/classes/controller/AdminController.php on line 1845

Marek (marek) 14 Nov 2017, 11:47

I have an idea what it could be, but first I want to ask you to check is there some errors related to the issue, because I see only warnings and notices

Tomas Stopka (100peck) 15 Nov 2017, 08:53

So can you explain me what should I check now :)? How can I know that the error is related to the issue? Should I see 500 server error in the log file? I am sending you more updated log. I can see some fatal error there. Please check it.

server-log.txt (6.4 KiB)
Marek (marek) 15 Nov 2017, 15:40

I see the following message in your logs "Cannot modify header information" what means there is unexpected output in some php file. Would be easier for me to find it if you will let me know about some additional modules related to the cart.

Tomas Stopka (100peck) 15 Nov 2017, 16:22

I am not sure if some additional module are related to the cart. Anyway I think that you can check it by yourself, am I right?

Marek (marek) 15 Nov 2017, 16:27

yes, right. I'll try

Tomas Stopka (100peck) 19 Nov 2017, 09:26

Hi Marek, how is it going? Have you tried that?

Marek (marek) 19 Nov 2017, 11:58

Hi, Tomas.
Sorry for the delay. Here is my report.

1. I have scanned whole theme and modules for "unexpected output" and didn't find nothing.
2. I have tested your shop with following options enabled: http://awesomescreenshot.com/02d6efpna9 what allows us to exclude overrides problem or bugs in some modules.
3. I have uploaded original "classic" theme files, to figure out is the issue in the Alysum theme files or not, and the error appears as well. http://media.promokit.eu/screenshots/screencloud/screenshot20171119_115607.jpg

So my conclusion the issue is not related to the theme, it's something deeper in prestashop platform. The only one way I can advise you is to duplicate your shop and then switch to default prestashop theme to check out the issue once again.