• Priority: High
  • Status: Closed
  • Theme: Alysum
  • Assigned To: Fred
  • Private: No
  • Open Date: 11.02.20, 00:07
  • Opened by: Pietro Tripodi
  • Closed by: Fred
  • Closed on: 26.02.20, 17:47
  • Reason: Closed
  • Comment: Glad to help!

Ticket #16773 - Exit the customer area to reset cart

We have recently activated our site with the alysum template. But we realized that entering the customer area and trying to buy a product as soon as we insert the personal data in the address field, it exits the customer area to reset the cart.
Pending feedback, we send cordial greetings


Fred 11 Feb 2020, 00:47

Hi, Pietro.
Why do you think that's our issue?
As I know that is a normal Prestashop behaviour

Pietro Tripodi 11 Feb 2020, 00:56

The theme he used previously worked quietly, and in any case I would not like to be tied to the cache parameters set as per the manual to speed up the site. I don't know where to act.

Fred 11 Feb 2020, 01:24

I just test out freshly installed prestashop and it works in the same way. That is not our issue

Pietro Tripodi 11 Feb 2020, 01:28

we will also install a clean version of prestashop to test if the problem depends on prestashop

Pietro Tripodi 11 Feb 2020, 11:44

Dear supplier, we would appreciate if you could help us solve the problem of resetting and logging out on the cart reserved area, we attach screenshots of the differences found in the code, thanking you best regards


Fred 11 Feb 2020, 11:49

We are not able to change default prestashop behaviour

Pietro Tripodi 11 Feb 2020, 11:51

any advice on what to do? for example update prestashop? or other ?

Pietro Tripodi 13 Feb 2020, 10:26

Good morning,
I asked the prestashop developer to take a look at the problem of which you keep saying that it is not the template but prestashop, we have long tested it offline with and without the template and we have come to the conclusion that the problem is due to the whole section of the address in the cart which is "wrapped" by a link to the logout (<a href="https://www.2cinformatica.eu/it/?mylogout="> ADDRESS SECTION </a>) then clicking anywhere is sent to logout and the cart is emptied. I am attaching an image.

It can be a mistake in the theme cart templates, in this case I advise you to ask the developer since I saw that you use a commercial theme.

I have seen that you also use a pagebuilder module: it can be an error in the modification of the templates by this module, try to uninstall it, clean the caches and see if the cashier works.
I do not understand why after purchasing a template whose quality I really appreciate, we must call a developer to give us assistance on a template purchased when there is already your service center and above all instead of providing assistance, you invite me to buy another product. However if you can kindly help us to solve the problem


Fred 13 Feb 2020, 11:01

Hi, Pietro.
Sorry about the issue, we will check it as soon as possible.
I just want to repeat my point. I was make a test on freshly installed prestashop and it works in the same way.

Fred 13 Feb 2020, 11:08

Did you test default prestashop theme?

Pietro Tripodi 13 Feb 2020, 11:56

Forgive me I would like to know what tests I have to carry out on the site that is online with the shopping cart problem. I would like to try to unlock it otherwise customers cannot buy. Waiting for feedback, I offer greetings

Fred 13 Feb 2020, 11:59

No problem, we are highly interested to make it work properly. I just compared with default theme and didn't see any difference. I'll try to figure out what's wrong as soon as possible.

Please fill out all necessary fields in your profile https://support.promokit.eu/index.php?do=myprofile to access to your back office and FTP

Pietro Tripodi 13 Feb 2020, 16:37

as per agreements we have entered credentials to solve the problem thanks

Pietro Tripodi 14 Feb 2020, 14:07

Dear Partner, we have made further tests and we have found that using the Microsoft EDGE browser the problem does not occur, while with Mozilla FIREFOX which is widely used the problem occurs. We deduce that it may be something on the template. What can we do about it. Thanking you best regards

Fred 14 Feb 2020, 14:59

We are currently working on that, give us a bit of time...

Fred 14 Feb 2020, 15:09

I spent much time to test it locally in different browsers and then make a test in your store in Firefox but I'm not able to reproduce the issue. Check out my screenshot https://take.ms/wVxTjl

What steps I have to do to see that "logout" link?

Pietro Tripodi 14 Feb 2020, 15:50

1. From Frontend
I enter the customer area with credentials
2. Click on STORE - SERVER AND PERSONAL COMPUTER- Select a product and click on BUY
5. IN ANY FIELD ADDRESS I click appears https://www.2cinformatica.eu/it&?mylogout= 6. As soon as I click, he throws me out of the account and clears the cart

Fred 14 Feb 2020, 15:57

I just make a payment, what you can see in your back office, and didn't get any problems.
Could you please record your screen (make a video) to show me how do you get it?

Pietro Tripodi 14 Feb 2020, 16:17

we send videos as requested

Fred 14 Feb 2020, 17:17

the problem comes from translation, but not from the theme https://take.ms/YwPmF

Pietro Tripodi 14 Feb 2020, 17:28

I am immensely grateful to you and apologize for being too pressing. I have yet to learn a lot.
Thank you again and best regards

Fred 14 Feb 2020, 17:30

no problem, I understand you are in production