Address validation modal not visible for some users

[darrelh]

We use FullStory on our store and it's helped understand user behavior and mis-clicks. Lately I have some users saying when they try to proceed from OCST, they get the text message box at the top of the page saying "Please verify your address". They're unable to proceed.

When I look at their FullStory session, the address validation modal appears. But based on the user's behavior, it's as if they can't see it to select their original or the verified address and hit the update button, like the whole thing is invisible. They are scrolling around and able to click back into the address fields that are behind the modal that I'm seeing.

Any ideas on what could cause this? It's not a real "popup" in the browser, so an adblocker or popup prevention shouldn't have an effect. I'm baffled.

Thanks
DH

[Matt Zimmermann]

The only issue I was aware of was if a visitor had their browser set to "prefers-reduced-motion", which is primarily an accessibility setting, dialogs on the site were not showing. This was addressed in Shadows 2.01.00. Can you tell, from using FullStory, if they are able to interact with any of the dialog elements on your site?

[darrelh]

Matt,

Thanks for the reply. I'll have to dig further to answer your question, but I did just get off the phone with a user that experienced this and got a better description:

She said that "a lot" of the screen would just go white. This sounds like the modal tries to appear, but it only draws the box and doesn't complete loading the elements inside it. She tried it on Chrome, FireFox, and Edge, and on iOS, and had the same result on all of them. I didn't get versions of anything, sorry.

From admin, I shopped as her since she registered & had a session already, and I stepped through the same. My notes:
- With the address 1 digit off (she miskeyed it apparently), I initially was taken to OPAY without any address popup at all.
- In fixing the street/house number, then proceeding, I did get the address modal with all the elements behaving properly.

I think if I had this occur, maybe I'd see errors or something stick out in the Chrome debug windows (which I have little experience using for real debugging), but thus far I haven't been able to repeat & see this issue first-hand.

DH

[darrelh]

Matt Zimmermann I have a short screen capture clip showing the behavior now. I can send it to you off the forum to your preferred destination.

Thanks,
Darrel

[Matt Zimmermann]

Hi Darrel,

You can either post a link to the video here or PM me with it. Can you post a link to the site in question?

[Jim Cockerham]

Are most of the bugs, if any worked out of address validation? I am planning on implementing it soon if there are no issues. I am on 2.01.00

[Matt Zimmermann]

Hi Jim,

There is one outstanding bug with Address Validation that will be in the next release of Shadows, but it only affects Internet Explorer 11.

[Jim Cockerham]

Hi Jim,

There is one outstanding bug with Address Validation that will be in the next release of Shadows, but it only affects Internet Explorer 11.

I hope there are not many people still using IE :)

[lesliekirk]

Hi Jim,

There is one outstanding bug with Address Validation that will be in the next release of Shadows, but it only affects Internet Explorer 11.

I'm thinking there is another bug that is affecting all browsers - let me dig through my tickets. I had just gotten a reply back about it last week, I think.

[lesliekirk]

Hi Jim,

There is one outstanding bug with Address Validation that will be in the next release of Shadows, but it only affects Internet Explorer 11.

My bad, it wasn't a recent ticket but a forum post https://www.miva.com/forums/forum/on...cation-message

This one is the opposite of not appearing but appearing when not needed. All browsers.

[Jim Cockerham]

Hi Jim,

There is one outstanding bug with Address Validation that will be in the next release of Shadows, but it only affects Internet Explorer 11.

Hi Matt, are all of the address validation bugs now fixed with Miva 10.02.00 ? Are thee template changes for Shadows?

[Matt Zimmermann]

Hi Jim,

There are no template changes for Shadows with the release of Miva 10.02.00. There are some bug fixes in the works, but the won't being going out until the next release of Miva.

[Jim Cockerham]

Hi Jim,

There are no template changes for Shadows with the release of Miva 10.02.00. There are some bug fixes in the works, but the won't being going out until the next release of Miva.

Ok, thanks!