Troubleshooting e-Commerce related issues

Updated on 20-October-2016 at 10:16 AM

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This article provides an overview of some issues you may encounter in your online store. Each section includes recommendations to resolve the unexpected behaviors.

A blank page is presented to the customer during the checkout process after submitting a registration form

This happens when the the registration form's action URL contains an absolute path. You have to always make that link relative.

The solution is to locate the HTML code that looks like the code below:

<form method="post" action="

and change it to

<form method="post" action="/FormProcessv2.aspx?WebFormID=10812.....

The Checkout feature creates a quote instead of purchase

This may occur if you place the registration form into the layout of the module instead of in the HTML code.

Make sure the form is located inside the layout in the form of HTML, and not in the module layout.

Missing or inactive products in an online store

If you've recently imported products and they are not displaying because they are inactive, it is likely due to the settings for their release date and expiration date. If the release date is set to some future date, or if the expiration date is set in the past, the product will automatically be set to inactive.

Access the product details and check the release date and the expiration date. Adjust if needed.

Duplicate products appear in the search results

If you find yourself with duplicate products appearing in search results, the issue is most likely that you are using the product grouping functionality.

To fix this access each group of products and choose the option to "Exclude from Search" all the products (with the exception of the default product). You can access this option by clicking on the "Show more options" link.

Products added to a catalog are not displaying

In the case that you have added products to your catalogs or directly to your web pages and they are not showing when you view them on your site, there are two main causes of this issue; the template you have applied to your catalogs is preventing the products from showing or you have grouped your products but they are not the default product in your groups.

Check the template by going to admin > ecommerce > catalogs > choose the catalog. Check the setting in the Template menu, shown below:


To double-check that you are displaying the default product in your group, go to admin > ecommerce > products and then choose the product and the option to Group products Together. Verify the default product as shown below:


Images and CSS styling missing when viewing a catalog

If the content in a catalog is not displaying as expected, it may be due to the path to a CSS style sheet and/or images. If the CSS style sheet isn't linked correctly, the catalog may appear without any CSS rules, which causes it to look broken. This occurs because catalogs are stored at a different level (one folder level up) in the site's directory structure. If the link to CSS files or images does not use the site root relative path (meaning that their paths do not start from root (/) level of the site) they will not be displayed.

Here are some examples of links (to a CSS style sheet and an image) that are document relative, rather than site root relative: stylesheets/content_honey.css images/bg-menu.jpg

To resolve the broken paths, you simply need to add a forward slash (/) to the beginning of the paths, as shown below: /stylesheets/content_honey.css /images/bg-menu.jpg

After adding the forward slash before the links to CSS style sheets and images, and clicking Save and Publish,the catalog page should display correctly.

"Catalog has no products" or "catalog has no subcatalogs"

You need to make some changes to {tag_cataloguelist} and {tag_productlist} in Admin > More Customization Options > Online Shopping Layouts > Overall Layout

To hide the above message you need to set the last parameter to true. Here's an example:


The {tag_productlist} follows the similar syntax to the catalog list tag:


Here are the possible parameters for the {tag_cataloguelist} tag (more info on the switches you can use with this tag here).

So, to hide the above message you need to set the last parameter to true. Here's an example:


The products are not rendering properly on a page (or in a catalog)

If you are having issues with products not rendering properly here are a few steps you might try in an attempt to fix this:

  • if a product does not appear check the product's expirt date and make sure it is enabled
  • check whether the product is groupped. If so all the products groupped together must be added to a particular catalog. Otherwise none of the group members will be rendered in the front-end
  • check whether the product had special characters in its name or description. To check this just copy the name and description to a plain notepad window and save it. If you are getting a warning regarding characters being stripped there is a non-standard character in the text you pasted. A solution would be to go ahead and save the Notepad text file, allow for the special characters to be stripped and then copy the contents of the Notepad file and paste them into the product once again. This will ensure all non-supported characters will be stripped.