Credit Card Field Greyed Out

  • Resolved northweststudio

    (@northweststudio)


    4 years ago

    Hi there,

    I’m working on this site and they have inconsistent errors with the credit card field appearing greyed out for some users – they are unable to enter card details. I have deactivated all plugins and tested on a staging environment but can’t identify a conflict. I can see this issue as appeared on the forum a few times, but cannot see a resolution. I have tested as both a logged out and logged in user, and also switched the them to storefront with no luck.

    I’m getting console errors such as ‘Braintree SDK is missing’ and ‘Uncaught SyntaxError: Unexpected identifier’ – but then sometimes there is no error at all and it works fine.

    Any ideas on where to go from here?

    Thanks

    Charlotte

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

Viewing 4 replies - 1 through 4 (of 4 total)
  • Nik McLaughlin

    (@nikskyverge)

    Hi Charlotte,

    Nik here from SkyVerge support, thanks for reaching out about our Braintree for WooCommerce plugin. Apologies for my delay getting back to you here, I’m happy to help!

    I took a look at the checkout page on your site and wasn’t able to replicate the error myself, though it sounds like this is an intermittent issue, so not entirely unexpected.

    I did notice that there appears to be some function removing script version numbers from the site’s source code. This is typically done in an attempt to improve performance though, unfortunately, removing these versions is often detrimental for payment gateway scripts in particular as there are multiple scripts coming from both the payment process and plugin that all need to be at compatible versions in order to work nicely together. Removing these version indicators will often cause the kind of intermittent failures that you’ve been seeing.

    Usually, performance or optimization plugins allow you to remove these indicators with a setting called “Remove Query Strings” or something similar. Do you know if you have any such setting active on your site?

    If so, would you be able to disable this setting or exclude it from our plugin and let me know if that resolves the issue?

    Cheers!
    Nik

    Thread Starter northweststudio

    (@northweststudio)

    Hi @nikskyverge – Thanks for your response.

    I’ve unticked “Remove Query Strings” – and am sill intermittently getting the same issue. The console error reads ‘Braintree SDK is missing’.
    There is also no minification or combining of scripts happening.

    Its worth noting I also disabled all the plugins and set the theme to a default theme, and still got the same issue.

    I’ve recorded a quick video:
    https://www.loom.com/share/68c15533796e4b1f9f4cb67ee20c020e

    Customers are getting in contact with my client explaining this issue, so it’s definitely happening across different browsers/devices, I can also replicate on mobile & safari.

    Thanks!

    Charlotte

    Nik McLaughlin

    (@nikskyverge)

    Hi Charlotte ( @northweststudio )!

    Thanks for creating the video and sharing about your additional testing! Given that you’ve ruled out other theme and plugin conflicts by disabling those, my next thought is that this could be caused by a caching-related issue at the server level affecting the way JavaScript is being loaded at checkout, which could explain the intermittency as well.

    To continue troubleshooting, I’d like to take a closer look at the site and see if we can confirm the conflict.

    Would you please contact support through our site and make sure to mention this thread and I’ll help investigate directly through email?

    Cheers,
    Nik

    Thread Starter northweststudio

    (@northweststudio)

    Thanks @nikskyverge – will submit a ticket through the site.

    Charlotte

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