[ALL COUNTRIES] Mobile app checkout not working
Updates
Status
It is fully resolved.
Hello,
Following the incident experienced on April 22, we share with you the related post mortem, with the action plans identified by our technical teams that should ensure we will not experience this incident again.
Sorry for the inconvenience
Description & root cause
User Impact : Following the April 17 release, certain customers, particularly those with large shopping carts, experienced checkout errors in the mobile app. They were unable to complete their orders.
Root Cause : The issue was caused by the app_to_web cookie becoming too large exceeding the maximum allowed size of 4096 characters. This triggered a PrestaShopException with a 500 error.
Incident duration : Apr 17, 2025 10:00AM - Apr 24, 2025 3:00PM
Post Mortem
Post Mortem #2332
Link: https://decathlon.atlassian.net/wiki/spaces/XCOM/pages/1429635394/2025-04-22+-+ALL+-+The+Mobile+App+s+WebView+Checkout+Is+Not+Working
Have a nice day!
OneShop Ecommerce Support contact
Status
The incident is resolved.
Actions performed
A hotfix that removes the use of the app_to_web cookie has been deployed on prod accross all countries.
Next communication
We will provide an incident report when the full analysis is completed.
OneShop Ecommerce Support contact
Hello,
The fix has been deployed across all countries. We will monitor the errors this afternoon to ensure the issue is fully resolved.
Next update at 5:00 PM CET.
OneShop Ecommerce Support contact
Impacts changes
Yesterday, we deployed the hotfix on DZ, which resolved the issue.
This fix will be rolled out to all countries after the Wave 2 release taking place this morning.
Estimated time of fix deployment
The fix is expected to be deployed early this afternoon.
Next communication
We will provide an update after the hotfix deployment
OneShop Ecommerce Support contact
Impacts changes
The hotfix has been pushed to production. The issue seems to be resolved. No new errors since 4:43PM CET.
Actions in progress
We will monitor the situation until tomorrow to make sure the issue is fully resolved.
Next communication
A new communication will be sent tomorrow morning by 10 AM at the latest.
OneShop Ecommerce Support contact
We are currently deploying an Hotfix on Algeria.
We will monitor that everything works well today for Algeria and if all is good we will deploy on all the other countries tomorrow after the wave 2 of the release.
Regarding the customer impacted, it seems appears only if you have a lot of items in your basket so only on few part of our customers.
Next update tomorrow morning :
Actions in progress
A fix has been prepared and is ready to be pushed on production. We are waiting the end of the wave 1 release to deploy it.
Estimated time of fix deployment
No estimations at the moment
Next communication
Next communication after the fix is deployed.
OneShop Ecommerce Support contact
Analysis is still in progress to well understand the root cause and define what is the best solution
Next update in 2 hours
Precision
The problems impact not 100% of the customer but only part of customers.
We don’t know exactly right now how much but it’s possible that you don’t reproduce this problem on your side.
We found a problem since the last week release (2.35.1).
The customer can encounter problem to access to the checkout from the app only.
It seems impacted 10% of the business.
Next update 23th 2025 9:00 am
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