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  • Safari Issues

    We are still having registration issues. We created a new event yesterday (https://sefaa.secure.force.com/Progr...1_Opening_Page) and 3 different people running Macs have not been able to access the Billing Information Page. They hit Pay Now at the bottom of the registration summary and get sent back to the opening screen (see image) instead of the billing information screen.
    Yesterday morning I walked through the process on the phone with a Mac user - all worked fine on her desktop computer which uses Firefox but she couldn't get to the billing info screen from her iPad which is running Safari. I don't know the versions of all of the browsers being used, but all 4 of our customers having problems are running Safari. Two that I know aren't working are Mobile Safari 6 on iPad (IOS 6.1) and Safari 6 on Mac OS X (Mountain Lion).

    Help! I now have 3 frustrated customers!

  • #2
    Good day!

    We have tested this with 2 other Mac's and all work fine. Please note that it is practically impossible to know what is going on with a single computer and what is installed to block a page request. The page is on Salesforce's force platform and all tests show that it works.

    I always wonder why people get frustrated when a browser has issue - my bank does not work with Chrome and only works with IE while 2 of our developers can't use Salesforce using Chrome and can only use Firefox so they use Firefox. We have uninstalled Chrome and installed it but Salesforce developer tools simply don't work. We can spend hours on the phone with Salesforce or just switch to another browser and continue on.

    On my system I have 5 browser (IE, Safari, Opera, Firefox, and Chrome) and switch to another browser if one does not work. My personal browser of choice is Chrome since it works the best with all standard pages.

    Believe me I am not down playing or coming up with excuses - we take each issue seriously but how is it physically possible to know someone's iPad's issue when other tests works and one or two clients don't work? What percentage of people have issues?

    Have they tried other browsers? Is it possible that they use Chrome or Firefox on their system?

    After your reported issue we tested the event with iPad and iPhone and have no problem .. so I am not sure what we can suggest.

    How many clients have successfully registered versus those that can't with Safari and is it possible for these people to use another browser?
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
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    Comment


    • #3
      Hello,

      Yes, we also have a major donor who uses Safari and was not able to access the Billing Information. Just wanted to back this up with another testimony.

      Thanks.

      Comment


      • #4
        Thanks! It's nice to know we're not alone

        Comment


        • #5
          Thank you for testing some Macs and I'm glad to hear that all is working on your computers. However, it is still not working on the 6 that we have now tested.

          I doubt that most people know what a browser is or if they do, which browser they are using. And, I can almost guarantee that they don't think "It must be my browser. Let me try another one to see if that will solve the problem." when something goes wrong. Instead, they get frustrated and call me or give up entirely. We end up with unhappy customers, we waste time and energy trying to sort out the problem, and we potentially lose customers.

          I hope you will continue to troubleshoot this issue as we are not the only ones with customers using Macs, iPads, and Safari. In the meantime, I will add a note to all of our events that says "if you are having trouble accessing the billing/payment page, please try another browser (Chrome, Firefox, or Internet Explorer, anything except Safari!) or call 678-235-4328."

          Comment


          • #6
            I get an email or phone call from iphone or Safari users everyday about this issue and they all describe the exact same issue. I was able to reproduce it on an iphone myself. This is a major problem for us. Is there anything being done about this?

            Comment


            • #7
              It's not a solution, but we ended up putting the following note on our events: If you aren't able to access the Payment Page, try using another internet browser (Google Chrome, Firefox, Internet Explorer - anything but Safari!) or call XXX-XXX-XXXX.
              We haven't used Events 2.0 yet, so I don't know if the problem will carry over to the latest and greatest version or not.

              Comment


              • #8
                Good day!

                Please upgrade to 2.0 since we use a different set of scripts that will help with the Safari issue. This is really a Salesforce sites problem that we have tried to resolve with a few tricks. The release 2.0 has been tested with all browsers and we see no issues.
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  I have upgraded and I am still experiencing the same issue.

                  Comment


                  • #10
                    Example

                    Here is our page:

                    http://www.world-affairs.org/program...-registration/

                    Click image for larger version

Name:	firefox.JPG
Views:	1
Size:	129.5 KB
ID:	15327Click image for larger version

Name:	Safari.JPG
Views:	1
Size:	106.8 KB
ID:	15328 The first picture is Firefox, the second is Safari. Same desktop computer, same URL. I really hope this can be addressed quickly.

                    Comment


                    • #11
                      Good Day,

                      By default safari browser will not allow 3rd party cookies to create. To resolve this issue, please unblock the cookies by following the steps listed below:

                      Please go to settings (of safari browser) >> Preferences >> Privacy >> choose ‘Never’ option for ‘Block Cookies’ and restart the safari browser.(See screen shot)

                      Click image for larger version

Name:	Safari Issue.jpg
Views:	1
Size:	125.6 KB
ID:	15330

                      Please check and let us know if we can be of any further assistance.

                      Thanks,
                      Support Team.
                      Attached Files
                      Thanks,
                      Support Team | Click & Pledge


                      FREE and PREMIER SUPPORT: Learn More at http://www.clickandpledge.com/support/
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                      Comment


                      • #12
                        Good day!

                        This is still event 1.0.

                        Event 2.0 designs are not in the same tab. Please go to C&P Event Management and open and setup your design in the 2.x interface.

                        The 1.x interface is kept for backward compatibility for those that are still having live events and don't want to switch to 2.x designs. Just looking at your page tells me this is a 1.x design.
                        Regards,
                        Click & Pledge Support Department

                        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                        Join us @ the educational webinars: https://clickandpledge.com/webinars/
                        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                        Comment


                        • #13
                          About your last comment!

                          The site uses cookies to track movement from page to page. This was a 1.x design.

                          In 2.x cookies are not used. Cookies are an essential tool for web and is a popular way of transferring data from page to page. If one does not use cookies one has to save the information in the database (Salesforce object) and then retrieve from page to page. This will slow down the site tremendously. Cookies are used with majority of ecommerce sites.

                          If you set Don't Accept Cookies then naturally data can't be tracked from page to page. This is not our fault as we can't possibly consider all security features enabled in a browser.

                          In 2.x design we don't use cookies and all is done in CSS with div tags hiding and opening. It is all done in one page with CSS switching things around.

                          Please convert to 2.x or ask your iOS uses that want to use Safari to allow cookies or use Chrome or Firefox which by default work with all standards.
                          Regards,
                          Click & Pledge Support Department

                          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                          Join us @ the educational webinars: https://clickandpledge.com/webinars/
                          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                          Comment


                          • #14
                            Ok, I see now that just by upgrading to 2.0 my events were not updated and I have to update those too. Sorry about that. So now i have a test event that I have made in 2.0 and it still doesn't work in Safari and now it doesn't work in Internet Explorer either. If you go to:

                            http://www.world-affairs.org/program...-john-zogby-2/

                            You can see the iframe, but when you hit "add" to buy a ticket it doesn't work in Internet Explorer or in Safari. It does work in Chrome and Firefox. I wondered if it was a permissions issue, but a Click and Pledge tech set my permissions for me. What am I missing this time?

                            Originally posted by Support.Department View Post
                            About your last comment!

                            The site uses cookies to track movement from page to page. This was a 1.x design.

                            In 2.x cookies are not used. Cookies are an essential tool for web and is a popular way of transferring data from page to page. If one does not use cookies one has to save the information in the database (Salesforce object) and then retrieve from page to page. This will slow down the site tremendously. Cookies are used with majority of ecommerce sites.

                            If you set Don't Accept Cookies then naturally data can't be tracked from page to page. This is not our fault as we can't possibly consider all security features enabled in a browser.

                            In 2.x design we don't use cookies and all is done in CSS with div tags hiding and opening. It is all done in one page with CSS switching things around.

                            Please convert to 2.x or ask your iOS uses that want to use Safari to allow cookies or use Chrome or Firefox which by default work with all standards.
                            Last edited by [email protected]; 01-09-2014, 11:36 AM.

                            Comment


                            • #15
                              Good day!

                              After further review of your site I realized what is going on.

                              Please check the following in Safari: https://world-affairs.secure.force.c...1Md0000000N9rj

                              The above is the link to your event in Salesforce and the Event app. All browsers will work with the above link since it is a stand alone link (1st party) to the page.

                              When you use iFrame Safari treats the iframe page as a third party page and blocks its cookies. The issue is not the page but how Safari treats iframes. This is even true with Opera browser since these browsers are set by default to block third party cookies. They open this page without any issues if it is opened as a stand alone page.

                              Using our designer you may easily design your page to look like your site and it will resolve the problem you are having. Link the event to the page directly and and design the page around the registration form to match your site. I hope you see the issue .. it really is not something anyone can do anything about. It is not us and it is not Salesforce. It is Safari & Opera that block their party cookies by default.

                              Please let us know if we can help with clarifying the problem.
                              Regards,
                              Click & Pledge Support Department

                              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                              Join us @ the educational webinars: https://clickandpledge.com/webinars/
                              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                              Comment

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