Unresponsive fields in checkout?

[MarieWorks]

Hi,

We have been getting intermittent reports of the card details form on our braintree powered checkout payment gateway being unresponsive.

ie. the user cannot place the cursor in the Card Number / CVV / Expirey fields – preventing them from paying or checking out (unless they choose our separate offsite paypal option).

We submitted a ticket with woothemes who make the plugin and their response seems to indicate it may be something to do with the theme. See there response below:

Hi Chris,

Thank you for contacting WooThemes! I’m happy to help you with this.

Can you please ensure you are using the latest version of all of your extensions? You can find if you have any out-of-date by going to the WooCommerce > System Status report.

Typically issues like this may be caused by either a conflict with your theme or with another plugin. How we usually address this type of issue is to have you temporarily switch back to the Twenty Fifteen Theme and disable all plugins except for WooCommerce (and the trouble plugin). If that resolves the issue, then slowly re-enable features until you find the one that’s causing the conflict.

In particular, I see you have a number of Template Overrides which can be seen here:

neighborhood/woocommerce/archive-product.php
neighborhood/woocommerce/cart/cart-empty.php
neighborhood/woocommerce/cart/cart-shipping.php
neighborhood/woocommerce/cart/cart-totals.php
neighborhood/woocommerce/cart/cart.php
neighborhood/woocommerce/cart/cross-sells.php
neighborhood/woocommerce/cart/mini-cart.php
neighborhood/woocommerce/checkout/form-billing.php
neighborhood/woocommerce/checkout/form-checkout.php
neighborhood/woocommerce/checkout/form-shipping.php
neighborhood/woocommerce/checkout/thankyou.php
neighborhood/woocommerce/content-product.php
neighborhood/woocommerce/content-product_cat.php
neighborhood/woocommerce/content-single-product.php
neighborhood/woocommerce/global/quantity-input.php
neighborhood/woocommerce/loop/add-to-cart.php
neighborhood/woocommerce/loop/loop-end.php
neighborhood/woocommerce/loop/loop-start.php
neighborhood/woocommerce/loop/result-count.php
neighborhood/woocommerce/myaccount/form-edit-address.php
neighborhood/woocommerce/myaccount/form-login.php
neighborhood/woocommerce/myaccount/my-account.php
neighborhood/woocommerce/myaccount/my-address.php
neighborhood/woocommerce/order/order-details.php
neighborhood/woocommerce/single-product/add-to-cart/external.php
neighborhood/woocommerce/single-product/add-to-cart/grouped.php
neighborhood/woocommerce/single-product/add-to-cart/simple.php
neighborhood/woocommerce/single-product/meta.php
neighborhood/woocommerce/single-product/product-image.php
neighborhood/woocommerce/single-product/product-thumbnails.php
neighborhood/woocommerce/single-product/related.php
neighborhood/woocommerce/single-product/review.php
neighborhood/woocommerce/single-product/tabs/additional-information.php
neighborhood/woocommerce/single-product/tabs/description.php
neighborhood/woocommerce/single-product/tabs/tabs.php
neighborhood/woocommerce/single-product/up-sells.php
neighborhood/woocommerce/single-product.php
neighborhood/woocommerce/taxonomy-product_cat.php
neighborhood/woocommerce/taxonomy-product_tag.php
To learn more about Template Overrides and how you can fix them, check out the article here: http://danielsantoro.com/understanding-woocommerce-template-overrides/

If you’ve tried the above with no success, then if you can provide an administrator user name and password for WordPress I would be happy to take a look. Replying to this thread is safe, and your details will be kept private. If you’d prefer, you can create a temporary user name and password then delete it when we are finished.

Let me know if this works for you!

The only changes we have made to the checkout process otherwise were supplied on this forum – see this post – http://www.swiftideas.com/forums/topic/checkout-layout-issue-with-product-add-ons/

Please could you investigate?

Many thanks

Chris

[David Martin – Support]

Please enable Twenty Fifteen Theme and disable all plugins except for WooCommerce.

Please then re-test that page, what is the result?

Thanks.

[MarieWorks]

We dont seem to have the issue when running 2015 and woocommerce on our staging site,

the most reliable way to reproduce the error seems to be enabling Neighbourhood, woocommerce, and Checkout add ons (by woothemes)

Any ideas?

[David Martin – Support]

Does Braintree work without the Woo Customer Order fields?

It looks to be isolated to WooCommerce Admin Custom Order Fields plugin, can you ask Woo Support to investigate this also.

Can you please also attach the zip files for these plugins so we can further test also? It’s likely Woo support could work with us to help resolve this issue.

– WooCommerce Braintree Gateway
– WooCommerce Admin Custom Order Fields

Thanks.

[MarieWorks]

This reply has been marked as private.

[MarieWorks]

any update on this – we just had another user report the same bug.

[MarieWorks]

woothemes support just contacted me and have been unable to recreate the same issue using 2016 theme and checkout add ons plugin, and braintree – seems like there must be some issue with the theme ?

[David Martin – Support]

Hi,

I am looking to login but those details do not work. Can you check those?

– Please also ensure all plugins are updated.
– Please also check the theme and the WordPress core is update.

Thanks.

[MarieWorks]

This reply has been marked as private.

[David Martin – Support]

Hi,

I am testing this currently to replicate this error: “the user cannot place the cursor in the Card Number / CVV / Expiry fields – preventing them from paying or checking out (unless they choose our separate offsite paypal option).”

I cannot replicate that, I am using Mac and Google Chrome. – Would you be able to log what browser and OS they are using?

Do you have any test card details that you have used or a staging site?

Thanks.

[MarieWorks]

Hi David,

We have a local (Server Press) staging site we use for testing .

The error does not seem to happen on every page load.

I’m also using a mac and google chrome and I have experienced the error occasionally. Refreshing the page then seems to make the card field active again…

any ideas?

c

[David Martin – Support]

I think the best thing to do is to gather the exact details so as we can try and replicate this issue from the users.

– What browser
– PC or Mac
– Screenshots of the error
– Notes to replicate the error

Thanks.

[MarieWorks]

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[MarieWorks]

This reply has been marked as private.

[David Martin – Support]

Hi,

Unfortunalty I still cannot get this to fail for me – testing repeatedly in Chrome/FF & Safari on Mac.

Can you test adding this custom CSS:

.woocommerce #payment div.payment_method_braintree_credit_card iframe {
    position: relative;
    z-index: 9999;
}

Thanks,
David.