Support » Plugin: Trust Payments Gateway (3DS2) » Another Bug – Processing modal loading while iFrame fails to load

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  • Plugin Contributor Illustrate Digital

    (@illustratedigital)

    @gyfters Could you navigate to Tools > Site Health and under the info tab, copy site info to your clipboard and paste here please?

    This will allow us to see what other plugins etc you have installed, in order to investigate where conflicts may lie.

    Thanks

    Thread Starter gyfters

    (@gyfters)

    nah, I’m not uploading that info here.

    Mark Gennoe of ST support has login details of a clone of the live site.

    FYI, the same problem occurs on a vanilla WP/WOO install on Twenty Twenty-One theme, with just your payment plugin installed.

    Plugin Contributor Illustrate Digital

    (@illustratedigital)

    @gyfters The request was not an unusual one for support on WordPress forums; these forums are for support and thus we need this info in order to support you. You can of course remove any information you deem sensitive from the Site Health tool if you wish.

    As I’m sure you can understand we can’t take someone’s single report as fact, since your issue is likely to be completely different to others because of possible differences in physical servers, accounts, hosts, plugins, theme, configurations, etc. Thus one problem, on one setup is not indicative of the functionality and reliability of an application as a whole.

    Since we are unable to replicate the issue on our own clean environment, if you’re not comfortable receiving support via the forum I would encourage you to continue support with Trust Payments directly as you mention, and if the issue is related to the plugin code it will be passed on to us eventually.

    Thanks

    Thread Starter gyfters

    (@gyfters)

    NO, I am not comfortable pasting the information on here as it includes server details & configurations.

    Plugin Contributor Illustrate Digital

    (@illustratedigital)

    @gyfters May I suggest that you remove those details and edit the output to include the remaining information?

    The response from the poster on this topic includes a useful output of the kind of thing we’re looking for.

    Thanks

    Thread Starter gyfters

    (@gyfters)

    WP Core:
    Version 5.8.1
    Site Language en_GB
    User Language en_GB
    Permalink structure /%postname%/
    Is this site using HTTPS? Yes

    Active Theme:
    Kadence Child (kadence-child)
    Parent Theme:
    Kadence (kadence) Version 1.1.8

    Active Plugins (9)
    Advanced Order Export For WooCommerce Version 3.1.9
    Insert Headers and Footers Version 1.6.0
    iThemes Security Version 8.0.2
    Kadence Blocks – Gutenberg Blocks for Page Builder Features Version 2.1.15
    LiteSpeed Cache Version 4.4.3
    SEOPress Version 5.1.0
    Trust Payments Gateway ( 3DS2 ) Version 1.0.5
    WooCommerce Version 5.8.0 by Automattic
    WooCommerce Tiered Price Table Version 2.6.0

    Inactive Plugins (1)
    Trust Payments Gateway for WooCommerce Version 3.0.6

    Plugin Contributor Illustrate Digital

    (@illustratedigital)

    Hi @gyfters, thanks for this information.

    I notice you have the old plugin inactive. Whilst this may not at all be the case, I’m wondering if you have some leftovers in the database from when that was installed and if so those values could be conflicting with the new plugin. If possible I would recommend deleting the old plugin completely, and then checking your database tables to confirm everything related to the old version has been removed, just to rule this out as the cause.

    So far the only way we’ve been able to replicate timeouts/this kind of issue is to heavily throttle the connection so we are looking for any other causes at the moment and will be releasing some additional logging shortly to hopefully find the root cause.

    Finally can you also confirm whether you are able to reproduce this error with all plugins other than ours and Woocommerce enabled, and using a default WP theme?

    Thanks

    Thread Starter gyfters

    (@gyfters)

    you’re clutching at straws with ref to your old plugin or other plugin conflicts as these same problems occur on a stock install of WP/WOO… as already evidenced to Trust’s own in-house support team several weeks ago…. c/w several screen recordings.

    Problems only occur with your newest plugin enabled. Problems cease when your latest plugin is disabled.

    It’s been quicker to have an application approved with another payment processor than to get anywhere with resolving the issues with this plugin.

    Plugin Contributor Illustrate Digital

    (@illustratedigital)

    @gyfters Neither we nor Trust Payments have been able to replicate the issues on a stock install of WordPress other than with highly throttled connections, which is why it would appear the issue lays elsewhere.

    The only thing we have managed to find in common with users reporting this issue is that all have the old plugin installed and we would advise this is removed altogether rather than only deactivated, since this appears to be causing the conflict.

    Thanks

    Thread Starter gyfters

    (@gyfters)

    “timeouts” as you keep referring to are one of many bugs myself and other have reported.

    You say ‘one’ thing here, Trust say something different to me in emails…

    It’s pointless continuing with this public back and forth, Trust have full access to a clone of my live site, a full breakdown of all the bugs I have found so far and screen recordings of bugs in action. As well as screen recording from a stock WP/WOO install showing errors.

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