November 24, 2021 @ 10:00 amDear moove Team,
I am currently testing GDPR Cookie Compliance in the free version, planning to switch ot Premium if everything works.
I ran into a major issue: in Europe reject buttons have to be included in the banners by law starting form December 1st. So I added the reject button. Hitting the button will cause the page to reload and the page and the banner appears again. Reject never saves it’s setting, so to speak. This does only appear in Fiefox browsers (on Mac OS as well as Windows) and in mobile Safari on iOS devices (e.g. every Apple mobile device). In Firefox I do have the issue every time, on iOS it is only sometimes the case (but more often than the expected behaviour). The Accept as well as the Settings option work fine. Only reject has this issue. I am currently testing the plugin on 5 sites – all have the same problem. I am not using caching plugins btw.
When searching the forums I saw that there was a similar case in 2020. It was fixed with the next update, so there isn’t a possible solution mentioned.
The problem is: if a user clicks Reject, he or she is sensitive to these options. If I am annoying them with the banner again, it is pretty sure that they drop continue browsing and I am losing a potential customer every time… – and on mobile devices (aprox. 65% visitors on our sites) the banner takes half the screen, so the website is not really accessible anymore). A solution would be really apreciated, since reject becomes a must-have feature by law shortly…
Thanks a lot for your help an best regards,
Sebastian
November 24, 2021 @ 11:36 amHi Sebastian,
Thanks for using our plugins.
We’re going to investigate this but in the meantime, can you please update both free and premium plugin if used to the latest version?
We can’t replicate this issue on our own site (tested in Firefox on Mac) so please let me know if you are using the latest versions and it is still causing those issues?
Thanks
November 24, 2021 @ 12:09 pmThanks a lot for the quick reply!
Yes, it is was 4.6.1, but the update to 4.6.2 didn’t make a change.
The “reject button” on Firefox (Mac OS and Windows as well) doesn’t make the banner disappear. The problem is still there as well on mobile Safari / iOS. Interesting: there aren’t any issues with Desktop Safari on the Mac.
I found out via Firefox Developer Console: the moove_gdpr_popup cookie is not stored when using the “reject” button. The cookie appears for a second after clicking the reject button but vanishes again immediately. The page refreshs and the cookie isn’t present anymore afterwards. “Accept all” as well as the “settings tab” save the cookie as expected – but not the reject button…
November 24, 2021 @ 12:38 pmMaybe I should also add the settings I am using:
I am using the “HOOK to GDPR custom 3RD-PARTY script by php – HEAD”, because Google Ads Conversion would only fire properly in this setting (without Ajax Script Load). Therefore I did also deactivate the Ajax-Script injection in the functions.php (gdpr_cc_prevent_ajax_script_inject).
Since the scripts are only added wehen the user accepts, the page has to reload after acceptance. So I am also using the “gdpr_force_reload” option in my functions.php.
But the options don’t have an effect on the “reject button problem”. I deactivated these options and the problems of the returning banner after the reject click stayed the same on Firefox & iOS Safari.
November 24, 2021 @ 1:27 pmSince this might be important for narrowing down the issue, I’d like to add another point I just noticed:
When I am using the Firefox Developer Tools and I do click on the “accept all” button, everything is fine. No messages, no errors.
If I do click on the reject button, the Firefox Developer Tools is throwing the error:
Some cookies are misusing the recommended “SameSite” attributeThe next line states:
Cookie will be soon rejected because it has the “SameSite” attribute set to “None” or an invalid value, without the “secure” attribute. To know more about the SameSite attribute, read https://developer.mozilla.org/docs/Web/HTTP/Headers/Set-Cookie/SameSiteAnd I noticed that 4.6.2 has the new “Reject All” feature on the tabs – which is awesome. But this new button has the exact same behavior as the reject button in the main banner (cookie gets deleted in firefox & iOS and banner shows again).
November 24, 2021 @ 1:51 pmHello,
Thanks for providing further details.
We will look into it and provide an update soon.
November 25, 2021 @ 11:05 amHi Moove-Team,
I did some further digging into the problem and thought I should let you know – seems important to me to narrow down the issue:
By now, I think it is not a Firefox / iOS Problem! It affects all browsers! But only if you restrict them in their privacy settings. With the introduction of the GDPR and since it goes up and down the media lately as well including Apple’s new privacy features, a lot of people do.
Regarding iOS I noticed: if you set “Privacy Preserving Ad Measurement” (Settings > Safari, then below Privacy & Security) to activated – which is recommended a lot lately since Apple introduced theses features (so quite a lot of visitors use it), the reject button fails by setting the cookie. But not the Accept all or Settings buttons – they work perfectly, no matter what the browsers privacy setting is. If I uncheck the box – e.g. safari doesn’t care for anything anymore – the reject button works as expected!
So I remembered, that I do have some regulating settings in my Firefoxes privacy setting as well (for development purposes, to see what all those people with sharper restricted browser see – and that’s not only nerd’s anymore). Now I couldn’t find a translated page for safari and mine is set to German, so I have to loosely translate the settings (sorry for that). If you open the Firefox Settings and select the privacy & security panel, there is an option to select the browser privacy. If you select “strong/strict” or a custom setting with any option from the cookie blocking selection (for example I use the less strict option “Cross-site tracking cookies – includes social media cookies), the reject button fails. But again – not the accept all or the settings buttons, both work perfectly fine.
So the conclusion is: the Accept all button and the Settings option of the plugin work absolutely reliable – no matter what the browser restrictions are. But the Reject button seems to save a somehow different cookie. Which has the effect, that the browser thinks it is a cross site or whatever cookie, that is getting rejected. And if that is the case, the banner shows again over and over. So the solution might be, that the way the cookie is set should be the same for the reject button as it is for the Accept All or the Settings cookie. There must be a difference what the cookie stores or how it is stored (though I don’t know what the difference is), leading to this behavior.
Hope this helps to narrow down the issue. Thanks a lot, the help is really highly appreciated and the plugin is the best aside this issue which I am sure can be solved somehow…
December 08, 2021 @ 9:04 amDear Moove-Team,
the above issue is still unsolved. We (and probably lots of others that just didn’t recognize the problem so far) are loosing customers day by day – for 14 days by now.
Thought I should let you know (maybe this makes a fix more interesting): On the above described circumstances, even the pro version has issues – and this also affects the demo on the moove website! Though it is different from the standard free version issue, it is as well connected to the same problem with browser restrictions. E.g. on the moove website on the settings page a click on the “Reject all” Buttons does not not close the window (as all other buttons do and this should be the expected behavior). I’m not sure if the button does enable essential cookies. Anyway, in this case it is also the new “Reject all” function that is not working as expected as soon as the browsers modern privacy capabilities are used as described above.
It would really be awesome and highly appreciated if the above addressed issue would be solved after 2 weeks…
Thanks & best regards,
SebastianDecember 08, 2021 @ 2:09 pmHi Sebastian,
The reject button issue has been fixed.
Please update both free and premium plugin if used to the latest version.
Hope this helps.
December 21, 2021 @ 8:46 amHi Moove-Team,
thanks a lot for the update! Really appreciated!!! Great work for the reject button within the settings window. This works totally as expected now, the issue is solved here indeed!
BUT: when using the reject button in the banner itself, the issue is still there! So the reject button inside the settings window (working) and the cookie banner (not working) seem to work different?
It would be totally awesome if the issue could be fixed for the cookie banner reject button with the next update, too?
Thanks a lot and best regards, Sebastian
December 21, 2021 @ 10:54 amHello,
We can’t replicate this issue on our end.
If you don’t see the updates correctly, the best is to view the site in a private browsing window or you can use a different browser to ensure that your local cache does not interfere.
Alternatively, if you are able to record a video of your screen that would show what doesn’t work, that would be most helpful.
(Please ensure you are using private browsing window when recording too)Thanks
January 04, 2022 @ 10:08 amHello,
We finally found the issue – it’s fixed in our latest versions.
Recently some users have requested that the Reject button works like a Close button – it doesn’t save any cookie at all but makes the banner go away on that page. On a page load, the banner appeared again because we weren’t’ able to save any cookie with user preference.
So we reverted this functionality back to the original one where if user clicks ‘Reject’, we save a temporary cookie with their preference and we don’t show them the banner again during the same browsing session.
For users who would like to use the Reject functionality that saves no cookie at all, we created a new hook that can be added to functions.php file:
add_action('gdpr_cc_store_cookie_on_reject', '__return_false');Hope this helps.
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