Square Keeps Disconnecting

  • Resolved staggeringlygood

    (@staggeringlygood)


    5 years, 6 months ago

    Periodically (twice in the last 5 days), square will disconnect from our site leaving no payment method and costing us hundreds of pounds of lost business as well as several irate customers in the process.

    It doesn’t appear to correlate to peak times and memory usage is well within our servers capacity.

    I then go back into the plugin re-connct to square and it comes back up fine, will work for a few hours/days and then drop out again.

    Seriously frustrating and costly! Is there at the very least a way of getting an alert when the connection is dropped?

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Support Aashik P – a11n

    (@aashik)

    5 years, 6 months ago

    Hi there!

    I can understand how frustrating it is to have your main payment gateway disconnect on a live site.

    Is there at the very least a way of getting an alert when the connection is dropped?

    There isn’t one at the moment, but the extension itself should not disconnect this way. I do see a similar report that was submitted to our developers, but before I confirm that this is the same issue you’re having on your store, can you please get back to us with:

    1. System Status Report

    You can find it via WooCommerce > Status.
    Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it here in your response.

    2. Square logs:

    There’s a built-in logging system enabled in the Square extension that could help you determine the cause of this behavior. If you haven’t enabled this already, you can enable this in (**WooCommerce > Settings > Square**) :

    square
    Link to image: https://d.pr/i/YAvv9A

    Once enabled, this saves sync logs under **WooCommerce > Status > Logs >**. Search for  Square logs in the drop-down at the top-right section and click on view button. Please copy the logs you’re seeing (for the date where your site was disconnected) and paste them as a response to this topic.

    [Please redact any private details, including address, name, email address, transaction details, API Keys, Passwords, etc]

    This will help us track where the problem lies. Note that we will only be able to view logs for actions performed after logging has been enabled. So we wouldn’t be able to track behavior via log if that occurred before enabling logs for the same.

    Thank you for working with us on this.

    Thread Starter staggeringlygood

    (@staggeringlygood)

    5 years, 6 months ago

    Okay this was already checked so will try and dig out the log.

    Thread Starter staggeringlygood

    (@staggeringlygood)

    5 years, 6 months ago

    
### WordPress Environment ###

WordPress address (URL): https://www.staggeringlygood.com
Site address (URL): https://www.staggeringlygood.com
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REST API Version: ✔ 4.5.2
WC Blocks Version: ✔ 3.1.0
Action Scheduler Version: ✔ 3.1.6
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Hide errors from visitors: ✔

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Age Gate: by Phil Baker – 2.12.0
Astra Pro: by Brainstorm Force – 2.6.4
Conditional Shipping for WooCommerce: by Lauri Karisola / WooElements.com – 2.1.1
Contact Form 7: by Takayuki Miyoshi – 5.2.2
Invoice Gateway For WooCommerce: by Rymera Web Co – 1.0.1 – Installed version not tested with active version of WooCommerce 4.5.2
Mailchimp for WooCommerce: by Mailchimp – 2.4.7 – Installed version not tested with active version of WooCommerce 4.5.2
Maps Block for Gutenberg: by WebFactory Ltd – 1.30
Orbisius Child Theme Creator: by Svetoslav Marinov (Slavi) – 1.5.1
Preoders for WooCommerce PRO: by Bright Plugins – 1.0.5 – Installed version not tested with active version of WooCommerce 4.5.2
Redis Object Cache: by Till Krüss – 2.0.15
Under Construction: by WebFactory Ltd – 3.82
WordPress Users & WooCommerce Customers Import Export(BASIC): by WebToffee – 1.4.4
WC Search Orders By Product: by WPHEKA – 1.5 – Installed version not tested with active version of WooCommerce 4.5.2
Estimated Delivery Date Plugin For WooCommerce: by PluginHive – 1.8.2
Woo Coming Soon: by Fahad Mahmood – 1.2.2
Woo Discount Rules PRO 2.0: by Flycart Technologies LLP – 2.2.2
Woo Discount Rules: by Flycart Technologies LLP – 2.2.2
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WooCommerce Local Pickup Plus: by SkyVerge – 2.8.3 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Square: by WooCommerce – 2.2.2
WooCommerce Wholesale Lead Capture: by Rymera Web Co – 1.14.7 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Wholesale Order Form: by Rymera Web Co – 1.16.3
WooCommerce Wholesale Prices Premium: by Rymera Web Co – 1.24.7
WooCommerce Wholesale Prices: by Rymera Web Co – 1.11.11 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce: by Automattic – 4.5.2
Xeroom - Woocommerce to Xero accounts synch: by Peter Lloyd – Xeroom 2.1.0 – Installed version not tested with active version of WooCommerce 4.5.2
Easy Forms for Mailchimp: by YIKES
Inc. – 6.7.0

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Advanced Coupons for WooCommerce Free: by Rymera Web Co – 1.2.3 – Installed version not tested with active version of WooCommerce 4.5.2
Advanced Order Export For WooCommerce: by AlgolPlus – 3.1.6
Akismet Anti-Spam: by Automattic – 4.1.6
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Filter WooCommerce Orders by Payment Method: by SkyVerge – 1.0.0 – Installed version not tested with active version of WooCommerce 4.5.2
Follow-Up Emails: by WooCommerce – 4.9.7 – Installed version not tested with active version of WooCommerce 4.5.2
If Menu - Visibility control for menu items: by Layered – 0.16.1
NotificationX: by WPDeveloper – 1.9.0
Order / Coupon / Subscription Export Import Plugin for WooCommerce (BASIC): by WebToffee – 1.6.9
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Social Media Widget: by Noah Kagan – 4.0.6
Ultimate Order Combination: by Fahad Mahmood – 1.2.2 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce GoCardless Gateway: by WooCommerce – 2.4.13 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Max Quantity: by Isabel Castillo – 1.5.2 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Order Export: by JEM Plugins – 3.0.5 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Order Status Manager: by SkyVerge – 1.11.9 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce PDF Invoices, Packing Slips, Delivery Notes & Shipping Labels (Basic): by WebToffee – 2.6.9
WP Notification Bars: by MyThemeShop – 1.0.5

### Must Use Plugins (1) ###

WooCart Customization: by WooCart – 3.20.0

### Settings ###

API Enabled: ✔
Force SSL: ✔
Currency: GBP (£)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
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Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #5 - /store/
Cart: #11 - /cart/
Checkout: #10 - /checkout/
My account: #9 - /my-account/
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Name: Astra Child theme of astra
Version: 2.5.4
Author URL: 
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Parent Theme Version: 2.5.5
Parent Theme Author URL: https://wpastra.com/about/
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### Templates ###

Overrides: –

### Square ###

Environment: Production
Tokenization Enabled: ✔
Debug Mode: Off

### Local Pickup Plus ###

Status: ✔ Enabled
Geocoding: ✔
Pickup Locations: 1
Pickup Appointments: ✔ Required
Pickup Location Tax: –
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Canceled: 16
Oldest: -0001-11-29 23:58:45 -0001
Newest: -0001-11-29 23:58:45 -0001

Complete: 118
Oldest: 2020-10-09 09:40:06 +0100
Newest: 2020-10-09 09:41:29 +0100

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Oldest: –
Newest: –

In-progress: 1
Oldest: –
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Pending: 17
Oldest: 2020-10-09 10:05:59 +0100
Newest: 2020-10-16 09:39:23 +0100
    Thread Starter staggeringlygood

    (@staggeringlygood)

    5 years, 6 months ago

    https://dpaste.com/2L2YP79H4.txt
    [Large code excerpt removed by moderator per our FAQ. Please use Pastebin or a Gist for all large code excerpts, they work better anyway.]

    • This reply was modified 5 years, 6 months ago by staggeringlygood.
    • This reply was modified 5 years, 6 months ago by Yui.
    Thread Starter staggeringlygood

    (@staggeringlygood)

    5 years, 6 months ago

    The most current log is massive and has loads of addresses and emails etc. Don’t have time to go through them all and redact them as it’d take hours. Is there something specific I can look for?

    Plugin Support Aashik P – a11n

    (@aashik)

    5 years, 6 months ago

    Thank you for the logs and System Status Report.

    I do see an existing report to our developers regarding IDEMPOTENCY_KEY_REUSED error in update_matched_products cycle for Square product sync. I’ve linked this topic in the GitHub report.

    We will get back to you if the developers need some more details for further investigation.

    quesnela

    (@quesnela)

    5 years, 5 months ago

    I am having the same issue. Seems to disconnect every couple of days. May be linked to when I update inventory in woocommerce? I do not have inventory setup in square(want to only manage inventory on my wp backend)

    Plugin Support Aashik P – a11n

    (@aashik)

    5 years, 5 months ago

    I am having the same issue. Seems to disconnect every couple of days. May be linked to when I update inventory in woocommerce? I do not have inventory setup in square(want to only manage inventory on my wp backend)

    Please create a new forum topic with your System Status Report and Square logs so that we can further investigate what’s happening in your store.

    @staggeringlygood – our developers are currently working on a fix for your original report.

    You can keep an eye out for the changelogs to confirm if this is fixed in the coming update.

    I’ll mark this topic as solved for now. Please feel free to open a new topic if you have any other questions.

Viewing 8 replies - 1 through 8 (of 8 total)

The topic ‘Square Keeps Disconnecting’ is closed to new replies.