Blank screen after submitting a recurring donation; donation does not come through

[joanm]

We have donor running Firefox on Linux. When he goes to submit a recurring donation, he gets a blank screen and the donation does not go through.
Here's the web address: https://benetech.org/want-to-help/donate/

Any suggestions very much welcome.

[CnP.Support]

Good day!

We have tested this with Firefox on PC and the simulators we have do not support Linux. Firefox has a unified code, based on all that we know, and should be platform independent.

Do we know what version of Firefox? When they say they see a blank page do they tell you what the URL is?

Our tests show your form works.

[joanm]

I have attached four screen shots. Firefox with the filled form ready to submit, the blank page in response, and then the view-source (over two screens) showing the page's source code back from the server.
The donor is technical and wrote "It clearly looks like a bug on their part since they do form a response back, and there's nothing to display in the source."
He successfully submitted a donation in Chrome.

[CnP.Support]

Good day!

Your images are posted as PNG and as such the forum does not show it correctly. Please post them as JPG so we can review.

Your form is an API form and posts to our forms processor. This system is being used by thousands of clients and if there was a bug we would hear about it in no time- needless to say we have scripts running worldwide posting to our forms as verification throughout the day. We are always open to hear about issues but I assure you that the system is not at fault.

Once we have the image we can provide an answer. Looking forward to seeing a bigger image.

[joanm]

Here they are as jpg. You might want to change the forum text that says "Allowed Filetypes: jpg, jpeg, png, gif:

[CnP.Support]

Good day!

We have analyzed the records and it seems like the posts are not hitting our servers. This can only happen if the browser is using old standards and are being blocked by the perimeter security measures.

Please see: http://help.clickandpledge.com/custo...ticles/2104643

Late last year the PCI mandates have forced all sites to block certain old SSL standards. See excerpts below:

"In order to maintain a secure connection for our customers, Click & Pledge disallowed SSL 3.0 on all systems in November 2014. We have also phased out the use of TLS 1.0 over the last few months as the percentage of browsers that can use TLS1.1 and above reached an acceptable level"

Browsers trying to establish connection with our system using old standards will be blocked. In this case the images show that the form is posting to our forms processor but not connecting. Blank response is being received.

In reviewing your account we see a lot of transactions being posted and processed which shows the form is working without any issues.

Do you know what browser version was used when the issue was reported?

[joanm]

This donor having trouble is a member of our Board of Directors, and is also on the Board of Directors of the Mozilla Foundation. He is using the latest version of Firefox which properly supports the TLS protocol. He is eager to work with your technical team to figure out why he sees this behavior as he's convinced some other issue must be at play. As I'm sure you can understand, he does not think this is a browser issue, but in the event it is, he can help get it fixed. Let me know if you'd like to pursue this via private email to him.

[CnP.Support]

Good day!

We are always open to explore issues. Please reference this post and submit a support ticket at http://help.clickandpledge.com - we need his contact information so we can contact him.

[CnP.Support]

Good day!

We have done extensive testing of your form and see no issues. We have tested the form with iOS and using Firefox from multiple locations as well as testing with BrowserStack. The following are images:






The transaction made was recurring and we cancelled it after the first payment. The transaction was made under Brady M*** for $1.25. Please check your records.

We are 200% open to hear about your patron's problems but we have tested this completely and see no issues from 3 locations around the country.