Customer Cannot Access Template to Personalize This Product

[DancingPelican]

I have been working with a customer via chat to change a colorway for a wedding napkin they wish to order. I made the changes and sent them a link to the new colorway. They are unable to access the template to personalize this item. I can access the template and it looks fine from my end, but the customer cannot access the template. Can a Zazzle mod look at this and tell me If there is a problem?

https://www.zazzle.com/elegant_vintage_dusty_blue_crest_wedding_logo_napkins-256519306941123073

I tried re-sending them the link a second time after I checked it. They still have the problem. I asked them to log off and log back on and they still cannot access the template. I also asked them to use the chat bubble on the lower right to contact Zazzle Customer Care to report the problem.

I would like to know if my template on this napkin is OK or do you spot something wrong with it?

Thanks, Susan

[BKMuir]

@DancingPelican  I tried your edit template from your link. It opened up, however, anything I typed into it did not register.

[DancingPelican]

Thanks for trying! I am able to personalize with different names, dates, etc. but I created it, so not sure that I am seeing what others will see. Hoping a mod will examine this and respond. The product is new, just created today, so it hasn't had time to index, but I should still be able to send a working link to a customer.
Again, thank you!

[Zorinda]

I tried changing all of the information in your link above and it seemed to work just fine.  Maybe it was just a glitch that corrected itself?

[Cat]

It worked fine for me too - both on the product page and in the design tool.

[Connie · Accepted solution]

Same here. And when I try to edit with the design tool, I get a blank page.

[CrazyMermaid]

I am getting a blank page when I am creating a product this morning as well. 

[DancingPelican]

Thanks for testing it out CrazyMermaid! I was able to resolve the issue by publishing the product in a different browser. There was a glitch with my Safari browser yesterday. I switched to Chrome and all was well.

[DancingPelican]

Thanks for testing it out, Connie. I hit the "accept as solution" by mistake! The solution was to switch browsers and republish the product. That was what worked! 

[Scott]

This is strange. I just passed this along to engineering. I'll share an update once I receive one.

[DancingPelican]

Thank you, Scott.

[DancingPelican]

Scott, I was able to resolve this problem by remaking the product using a different browser. I switched from Safari on my Mac to Chrome, republished the product and sent a link to the customer. It worked fine and she was delighted. Most of the time, I work in Safari and this is the first time I experienced this problem.

[idraw]

@DancingPelican 

Something to consider if this happens in the future….The first step should have been to use the same browser/safari/Mac to recreate the same product. Why? Because that would have given you the info to know whether the product was corrupted on z’s end or your browser prefs/ Mac etc, to eliminate that variable…if the template still did not work, THEN you could be more assured in thinking it was safari/mac. And you could delete that product…..(btw i also tested your rogue templates product Firefox/Mac and was not able to use the template) In other words, changing to a different browser to recreate the product does not mean that the safari browser and Mac was the cause of the problem. Uh, unless you already recreated on same browser , deleted, then switched,and didn’t mention it, then, oh well, never mind.

[DancingPelican]

Actually, I DID publish the product a second time using Safari and got the same error. It only corrected after publishing on Chrome.

[idraw]

@DancingPelican 

so, you definitely addressed that part of the problem, thanks for letting us know. 👁 C!

just curious tho, you said it was a temp glitch with safari, wondering if it will continue (with safari) seems very odd. I am on a Mac, since 1994, but I use Firefox ( because they do more frequent updates) , I have not had this happen. (That I know of…) thinking further, if your customer had not contacted you, you probably would not have known there was a problem? Did you create other templated products on that date? There may be other products from that date with that same issue.

[DancingPelican]

@idraw - Yes, I created 2 products for that customer on the same date using Safari as my browser. In one (a retractable banner), the template worked; in the other (a napkin), the template did not. I am going to check to see if Safari has any available updates and if so, update that browser. Moving on to other challenges!  Thanks for your feedback.  -Susan

[KimJ]

Maybe try posting it for sale again?   I've never seen that happen before - can't change any of the text in the template and when I tried transferring it to a different product, nothing transferred.  

[DancingPelican]

I decided to try publishing the design again using a different browser to see if that worked. Waiting to hear back from the customer. (original browser I was using was Safari on my Mac Studio. Changed to Chrome to see if that makes any difference.) Thank you for your suggestion. 😀

[DancingPelican]

I have republished the design and the template is working and the customer has already ordered it! No more need for anyone to test it. Thank you all for your feedback and for all of you who tested my link. All is well now!

[calartcreations]

I'm using Microsoft edge and the link gives me an error message "Product designed by The Dancing Pelican is no longer available"

[DancingPelican]

I have deleted the product that had the error. I replaced it with a working product using a different browser. This issue is resolved, the customer was able to personalize and purchase the product, and there is nothing more to add. Thanks for your comments.