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Now one reason I know if is because they need to have cookies on. However I just heard of a new problem.
One customer as Norton Internet Security, and said that when she added items to her cart, the privacy alert went up.
Does anyone have any idea what this is about? I'd like to display some kind of a message on the shopping cart page besides "your cart is empty" so that I can try to explain reasons why this may happen.
Norton Internet Security can block cookies, referrers, web-bugs, and possibly change the User-agent on HTTP requests.
You might want to try a few things...
Set a cookie as soon as possible in the visitor's session, and then test it. If it has been blocked, then you can put up a warning/info page before the visitor goes to the trouble of adding items to their shopping cart. You could also check referrer and User-agent at this time to "correlate them," using the combined info to get a more accurate guess that they're using NIS.
Try poking around on Symantec's (Norton's) site to see if they have information about what NIS can do - blocking cookies, etc. Does your shopping cart reside in your own domain? If not, maybe NIS is blocking third-party cookies.
Buy a copy of Norton Internet Security, and use it during your own testing sessions. Find the problems before your customers do, and either change your site's design with respect to cookies/sessions/User-agents, or at least try to put up a sensible warning page with info on how to turn the problem-related NIS features off.
I've had no "mission critical" problems with NIS, so that's all I can suggest.
jdMorgan's suggestion of testing for cookies early and warning the customer is a good one (if your cart requires cookies).
This way, they won't add ten items, then click on checkout to find it empty.