I’m very puzzled

Missing Buy Button (liveBooks sites)

I just joined Fotomoto last week and discovered that although the Buy Button (actually "Add to Cart") shows under all my images when my website, www.timelessimagesbyallenlubitz.com, is opened using Safari, Chrome and Firefox, the Buy Button is not visible when I open my website using Internet Explorer 8........why is this happening and what can be done correct it??
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  • Derek (Official Rep) April 02, 2013 07:38
    Hi Allen,

    I replied to your support email on the subject, so I'll keep in touch with you there, but we are looking in to what's happening and will get back to you as soon as we have an update.

    Thanks and kind regards,
    Derek
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  • I’m getting more puzzled!!!
    Hi Derek......

    I discovered an associated problem......while I was at my ex-significant other this afternoon, I tested her computer for visibility of Fotomoto and found the Buy Button was only visible when my website was opened on Chrome......it was not visible on either Internet Explorer 8 or Firefox even though as the website was loading on Firefox, you can see the Fotomoto data being loaded.....

    What do make of this???

    Thanks......
    Allen
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  • Derek (Official Rep) April 04, 2013 04:03
    Hi Allen,

    Thank you for the update here. Please let me know which version of Firefox on which platform you were using when you were missing the Buy Buttons so we can check it as well. I was able to see them in Firefox 19.0.2 as shown below.

    Thanks again and kind regards,
    Derek

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  • I’m optimistic
    Hi Derek......

    Here is a chart I made of all the browsers and versions on the two computers:

    Allen Shelly

    Internet Explorer ***8.0.7601.17514 ***10.0.9200.16521

    Firefox 19.0.2 ***3.6.28

    Chrome 26.0.1410.43 26.0.1410.43

    Safari 5.1.7 n/a
    (6534.57.2)

    *** indicates where the Buy Button is NOT visible....

    Please let me know if you need any additional information....

    Thanks......
    Allen
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  • I’m optimistic
    Hi Derek......

    Well, the chart above did not get sent the way I typed it, so if you have any questions, please let me know......

    Thanks....
    Allen
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  • Derek (Official Rep) April 05, 2013 04:24
    Hi Allen,

    Thanks for the chart - much appreciated!

    We will check to make sure that we're seeing Buy Buttons on all those platforms and I'll respond back to you via your existing support case in email.

    Regarding Firefox 19.0.2 we have validated that Fotomoto works, so I would suspect an issue with your individual browser...please try disabling any plugins or add-ons that you may have running, try again, and let us know.

    Finally a note about IE8 - we do still support it, so we are looking in to the issue, but please note that we will maintain much the same browser support policy as Google, so we are planning to phase out support for IE8 in the near future. Note that Google already did phase it out on Nov 15th, 2012.

    I hope that helps and kind regards,
    Derek
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  • I’m frustrated
    I can confirm this is a HUGE ISSUE!!

    A client just called me asking for the location of my online store. I told her the website address and she said there was no Buy button visible under my images. So I drove over to see for myself and sure enough when using IE on Windows 8 the Buy button was not visible, but on Chrome and Firefox it was visible.

    I went home and booted up VMware Fusion on my Mac to test out IE myself. Within Windows 7, IE was not showing the Buy button on my images and Chrome was showing it. This was a fresh install of Windows 7 so there were no additional software that might be blocking the button.

    This is a major issue as my clients are assuming I do not have a web store.

    Please help!
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  • I’m frustrated
    Also, Allen I just tested your site on my computer. Within Safari and Chrome it worked but when I used Windows and IE, your buy button was not available. This is a problem because if I viewed your site from IE, I would assume you didn't sell your prints online.
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  • I’m very frustrated
    Hi Hawkins.....

    You should also know that the "Buy Button" (add to cart) works when viewing my website using Firefox as the browser......so the problem has been and still is when Internet Explorer is used to view my website and other websites.....

    And you're right that anyone viewing the websites using Internet Explorer have absolutely no idea that the prints are for sale!!!

    Allen
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  • This reply was removed on 2013-07-22.
    see the change log
  • Derek,

    We have repeated told you that this issue is happening when using IE 8. Your reply makes little sense regarding this ongoing problem.

    Not the response you were hoping for Derek but the reality of the situation
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  • Hi Derek......

    I would like to add my voice to the renewal of the discussion about this problem. If you read back up this thread, you will recall that buy buttons ("Add to Cart") don't appear when using any version of Internet Explorer, 8, 9 or 10......and in none of your responses to me, did you ever say it was a "liveBooks problem".

    Please make no mistake about it, this is a very big problem if anyone viewing mine and other website using any version of Internet Explorer, can't see the buttons. They can't possibly know that the images are for sale. When veiwing the websites using Safari, Firefox and Chrome, there is no problem.

    In fact, this problem is over two years old, if you go back and read all the threads.

    At just about the same time Fotomoto went down, I decided to solve the problem by putting a note on my website Home Page alerting viewers to use another browser if they want to purchase my images. But a better solution would be to find out what is preventing the buttons from being visible when using Internet Explorer.
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  • Derek (Official Rep) July 22, 2013 23:48
    Hi Allen and Chase,

    Please pardon the settling dust here as Fotomoto has changed ownership in the last few months, and as a priority we're doing everything we can to re-connect services so that all systems are operational as before.

    I do have good news for you - Fotomoto plans to continue working with the liveBooks service, so this issue will be addressed.

    I realize that we hadn't mentioned previously that the issue was on the liveBooks side, but that's really because we were part of liveBooks where we aren't now. Long story short, if one browser is displaying Buy Buttons and another isn't, the issue is almost certainly with either the individual browser on the computer, or with the code responsible for presenting the links on the liveBooks side.

    I just spoke with their support team about this issue and they plan to investigate to make sure that the Buy Buttons are working as expected on modern browsers including IE8 and above. If you have any questions for now, please direct them to liveBooks support. They will be able to assist you, but if you need anything from our end please feel free to post again.

    I hope that helps and kind regards,
    Derek
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  • Hi Derek, Chase and anyone else that is affected.......

    Based on Derek advising that he spoke to the liveBooks Support Team about the problem of the Fotomoto Buy Button ("add to cart") not visible when the websites are viewed using any version of Internet Explorer, I sent a support request to live- Books on 7/28/2013 and liveBooks have opened Case #00278990 for this item....

    I will keep everyone updated as I receive information from liveBooks on this important matter...

    Allen
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  • Hi Derek and all those affected.........

    The following is an email I received from liveBooks Support on 7/30/2013, which contains news of their progress in finding a solution to the "Missing Buy Button" problem.......

    Again, I will keep everyone updated as I receive information from liveBooks on this important matter

    Allen

    Hello Allen,

    Thank you for contacting us. I'm responding to you about your support request # 00278990.

    We've identified the issue and Our Engineering Team is already working to release a fix as soon as possible. I will be able to send you more details about the fix once we release it.

    Please accept my apologies for any inconvenience created.

    Thank you.

    Rares Bota | Support Specialist | liveBooks
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  • Hi Derek and all those affected.......

    On 09/12/2013, I heard back from liveBooks Support and they advised me that...."The FotoMoto module has been updated by our Development team. However this update is available only for our new Scaler platform."

    I believe that liveBooks considers this matter now closed.....

    Its important to note that if anyone like myself, does not have a liveBooks Scaler website, the problem of missing buy buttons still exists.....also, since I don't have a Scaler website, there is no way that I can verify that this fix actually works for the Scaler websites.....

    Allen
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  • Hi Allen,

    It may be that liveBooks is only implementing Fotomoto on scalar websites - you'll need to check with them for the official word on what's supported on their end.

    If there is anything we can do to assist you further just let us know.

    Thanks and kind regards,
    Derek
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  • Hi Derek and all those affected......

    As you suggested, I checked with liveBooks for their official word on what's supported and received the following email:

    "Hello Allen,

    Please feel free to contact our Support team anytime with details about any FotoMoto issue and we will gladly help you. However please note that we can offer you limited support / information since your account is not actually on our servers and the FotoMoto shopping cart is in fact a different service that is integrated with our platform.

    Thank you.

    Rares Bota | Support Specialist | liveBooks"

    Derek, I don't think the above is what we were looking for but it is an avenue to get some support from liveBooks on, and I quote, "...any FotoMoto issue...."

    Allen
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  • Hi Allen,

    Thanks for the update and of your participation here.

    First, I want to let you know that I've been advised by liveBooks that the issue with the "Add to Cart" button not showing up on IE8 has been resolved on their end. If you are still seeing this happen on your site, please do email us with the URL of your liveBooks gallery where the issue can be seen and I'll investigate what's happening and include liveBooks on the support ticket as needed.

    Next, we are in touch with liveBooks about a few things and will be meeting with them next week to discuss. I'll make sure things get cleared up for all involved, but for now let me clarify a bit about how this works:

    liveBooks is integrated with Fotomoto in a slightly different way than our usual "automatic" mode. For any liveBooks site that supports Fotomoto, their page code makes an API call to our service to determine whether or not to show the Buy Buttons ("Add to Cart" in their case). If the particular image in question is for sale and the seller's Fotomoto Dashboard is set up correctly, then their page should display the Buy Buttons.

    As above, there are a few reasons why Buy Buttons might be missing, but note that the results of their call to our API don't differ based on which web browser someone is using, so if you see Buy Buttons for an image on one browser, you should see them on others.

    I hope that helps and kind regards,
    Derek
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  • Hi Derek....

    I replied to your reply above separately but I am repeating it here to be part of the original thread that I started six months ago.......

    I am still having the problem of the "add to cart" button not appearing when my website is viewed using Internet Explorer (I have upgraded and now use IE10), testing it just prior to writing to you now.....

    As you requested, the URL of my liveBooks website is:

    www.timelessimagesbyallenlubitz.com

    I'm hoping that you will be able to see what my particular problem is and solve it....

    I look forward to hearing from......

    Thanks for all your help.....

    Allen
    • Hi Allen,

      You're very welcome and thanks for the URL. I checked on Firefox and can see the Buy Buttons, so I will discuss your site in particular with liveBooks to confirm the issue and see what might be happening on IE10.

      Will send you an update as soon as I have more info.

      Thanks again and kind regards,
      Derek
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  • Hi Allen and all,

    I just spoke to the head of liveBooks support and we have an update for you.

    First, liveBooks "Scaler" sites should now be showing the Add to Cart links as expected on all supported browsers. At this time they support:
    IE9+
    Firefox 18+
    Safari 6
    Chrome 25+

    Next, there are a few other types of liveBooks sites (like EDU) which are different from Scaler. While Fotomoto may work on these sites you'll need to contact liveBooks if you're experiencing any issues with Add to Cart not appearing.

    In summary, if you are not seeing the "Add to Cart" links on your liveBooks sites, here's what you do:

    1. If you're not using a Scaler site, contact liveBooks support.

    2. If you're using Scaler, review our Missing the Buy Buttons? article to see make sure your Fotomoto Dashboard settings are correct. If you need help with this, please contact Fotomoto Support.

    3. If your Dashboard settings are OK and you're seeing Add to Cart links on one browser but not another, please contact liveBooks support, and do let them know which version of which browser works for you and which don't.

    With that I think the case is closed, so Allen let me thank you again for all of your participation in this thread and continued support!

    Kind regards,
    Derek
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  • Hi Derek......

    Thanks for conferring with liveBooks support on my problem......

    Yes, I was told by liveBooks, that since I presently have an EDU website, the "add to cart" button cannot be visible.....I am discussing with liveBooks the possibility of moving my website from the existing EDU platform to a Scaler platform......this would solve the problem of the "add to cart" button not being visible under my images when my website is viewed using Internet Explorer.....

    Again, thanks for your assistance in this item......

    Allen
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