• Resolved KKSL

    (@kendrajk)


    I have had at least 4 or 5 customers email me saying they are getting “Fatal error” responses when trying to purchase on the site. The only thing different on the site since this started was installing this plugin. I haven’t been able to re-create this error myself so I’m having a hard time determining why this is happening.

    Here’s some info from cutsomers:

    “I tried in the morning to make a purchase through the webshop three times, and after going through all the steps, filling in my card details for payment, and approving via bank, I was redirected back to the webshop where an error message appeared saying that I had not checked that I am not a robot.”

    “I was just trying to purchase your latest book, but when I tried checking out, I got a message that there was a Fatal Error on the webpage, and it failed to go through. I was trying to use PayPal, as I don’t have Venmo. When I first opened the cart, everything looked normal, although the Captcha hadn’t opened initially, so it asked me to redo that before proceeding to payment. I did so, and was successfully redirected to PayPal. I agreed to the payment, and expected to be redirected to your site to download my book; however, I was redirected to the cart page, where it asked me to complete the Captcha before trying again. I did so, but this time, instead of having the checkmark appear, it just kept spinning endlessly. I tried refreshing the page, and that is when the error message first appeared. I tried going back to your cart, and everything looked good; I clicked on the “Pay via PayPal” button, hoping that it would bypass whatever error was happening, and it took me to PayPal, but when I clicked “Pay now” it took me back to the “Fatal Error” message. “

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Hi,

    Could you try disabling the plugin temporarily then test your checkout again to see if the fatal error goes away or not?

    You can enabled WP_DEBUG and WP_DEBUG_LOG on your website to view detailed PHP error messages to see what is causing the fatal error. Learn more here: https://developer.wordpress.org/advanced-administration/debug/debug-wordpress/ – Your website host may be able to help you enable this, or you can try a plugin like this to enable it and view the logs: https://wordpress.org/plugins/debug-log-manager/

    The debug logs should then explain the exact error and plugin causing the fatal error next time it occurs.

    Thread Starter KKSL

    (@kendrajk)

    I installed the plugin and tested the cart with the recaptcha active and then again with it inactive. I didn’t get the fatal error either time, but like I said in my original post, I haven’t been able to re-create it at all. The debug log manager plugin is also showing no entries after both of my shop purchases.

    Thread Starter KKSL

    (@kendrajk)

    If it helps, when I’ve instructed customers who get the fatal error to clear their browser cache and try again, that does work and allow them to make the purchase.

    Thread Starter KKSL

    (@kendrajk)

    I did end up getting a few errors in the log but none of them list a fatal error.

    I don’t want to upload the full text here, if you have an email I can send it to I’d be comfortable with that but within the shop I see a few that show the following, both are javascript errors:

    Uncaught SyntaxError: Unexpected token 

    Uncaught ReferenceError: wp is not defined

    These errors are with the recaptcha plugin disabled. I’ll keep monitoring it but is there something else you suggest?

Viewing 4 replies - 1 through 4 (of 4 total)

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