Video: Volusion’s Broken Login Will Cripple Your Online Business

Have you ever typed the correct login credentials into Amazon, Overstock, NewEgg, or any other e-commerce store and found yourself back at the login screen, like nothing ever happened? Probably not – because those sites work. But you may have encountered this annoyance if you’re a customer of a Volusion store.

But if you’re a Volusion store owner, this problem is far from an annoyance – it’s a game-breaker, and it’s enough to cripple your sales and online business.

For months now I have been submitting tickets to Volusion reporting what my customers (and other Volusion store owners) are calling a “login loop.” On the surface the problem is simple – the customer types in their login criteria, submits it, and ends up right back where they started. Under the surface, who knows what’s going on? Not Volusion.

Incorrect e-mail or password combination, right? Wrong.
Ah, then 3rd party antivirus software must be interfering, right? Wrong.
Well, maybe your out-of-date browser with too many addons is blocking cookies, right? Wrong.
Er… maybe you’re just an idiot? Wrong!

I finally had the privilege of not being able to log in to my own Volusion store this morning. The good news is that I was able to duplicate the issue over and over on video.

If you want, you can skip past my intro to 2:00 to see the problem. Or skip to 3:21 to see it get really weird. You’ll want to enable sound so you can hear my narrating.

What a mess, right?

Yesterday I wrote about how even 5 minutes of downtime can wreck your online store. One of the points I argued was that downtime adversely affects smaller business the greatest because their customers won’t sit around waiting for the site to come back up – they’ll just move on to your competitor. Larger and more popular sites (like my company’s) are somewhat isolated from this phenomenon, but it still hurts.

These same points apply to the issue in the video. If customers can’t log into my company’s site – that’s bad of course – but at least they can order by fax, e-mail, or pick up the phone and call us when we’re open. The same can’t be said of the smaller mom-and-pop web store – they will just stop receiving orders and wonder why they’re broke.

Of course, I’m now left to ponder two questions: Is Volusion capable of fixing an issue they can’t duplicate? And – what are my customers telling their customers when they can’t order the parts they need over the weekend?

About Dean Peckenpaugh

Dean offers small business consulting services at DeanP, LLC - specializing in e-commerce and operations. Visit the contact page to request a consultation.

Comments

  1. I don’t know if this helps, or is even related to your issue, but we used to have a similar problem with our Volusion site.  We used to upload new customers using Volusions Import/Export feature.  Periodically, customers used to call us and tell us they could not log in – they explained an issue very similar to the loop you are talking about.  I finally diagnosed the issues as being the Customer Access Key being Null.  Once I changed it to Customer, we no longer had the “loop” issue.  I modified our files that we were uploading to include an access key column with a “C” in it. 

  2. Dean PeckenpaughNo Gravatar says:

    Hi Brent. Yes, having a null value for the Customer Access Key field will definitely disable customer logins and result in a similar situation. Unfortunately this hasn’t been the case with our store. Thanks for sharing this tip though. Good luck!

  3. Andrew CrossNo Gravatar says:

    We have heard of this problem from customers, and had it happen at our warehouse when “starting up” a new computer. Turned out the problem was simply a matter of installing JavaScript on the new computer. I wish this answer had been mentioned here, or that Volusion ( the 2 times I submitted support tickets ) could have provide the answer. I found it by researching the TLS 1.0 secure lock, and learned it required Java, and then discovered we did not have Java on the new computer. Now that we installed it ( 32 bit and 64 bit versions ), we have not problem with the Log In screen. I’m adding a “NOTE” to our Log In screen for our customers who often get new systems that lack the necessary Javascript, and get the same silly “blank” Fields when attempting to Log In. Volusion should “return” an error message, and not empty “fields”.

  4. Dean PeckenpaughNo Gravatar says:

    This is good information, Andrew; thanks for sharing. I no longer have access to a Volusion store to test out your solution (because we moved to 3D Cart), but it makes sense. I really hope this fixes the problem for others.

Trackbacks

  1. [...] a video and blogged it. You can read my additional thoughts in my post and watch the video here: Video: Volusion's Crippling Login Loop Error in Action – DeanP.net You're welcome to post any questions or concerns here. And yes – I've submitted yet another ticket [...]

  2. [...] of Volusion checkout problems, do you guys remember that video I did of the login loop thing? In the comments a user named Andrew Cross says that he was able to solve it by installing Java on [...]

Speak Your Mind