• Resolved bandreas3

    (@bandreas3)


    Hello.

    We’re in the process of setting up WooCommerce Payments and receiving an “Internal Server Error” message (Failed to load resource: the server responded with a status of 500 (Internal Server Error) ?wc-ajax=checkout:1) when placing an order in test mode. I was able to generate a log and there are no fatal errors- just a lot of references to:
    https://public-api.wordpress.com/wpcom/v2/sites/%s/wcpay/fraud_ruleset?test_mode=1

    Thank you for your help and please let me know if I can provide you with any other information.

    Here is our status report:

    ` WordPress Environment
    
    WordPress address (URL): https://autel.com/us<br>Site address (URL): https://autel.com/us<br>WC Version: 8.2.2<br>REST API Version: ✔ 8.2.2<br>WC Blocks Version: ✔ 11.5.4<br>Action Scheduler Version: ✔ 3.6.4<br>Log Directory Writable: ✔<br>WP Version: 6.4.1<br>WP Multisite: –<br>WP Memory Limit: 256 MB<br>WP Debug Mode: –<br>WP Cron: ✔<br>Language: en_US<br>External object cache: – Server Environment
    
    Server Info: nginx/1.17.9<br>PHP Version: 8.2.1<br>PHP Post Max Size: 64 MB<br>PHP Time Limit: 120<br>PHP Max Input Vars: 5000<br>cURL Version: 7.29.0<br>NSS/3.36
    
    SUHOSIN Installed: –<br>MySQL Version: 5.7.28<br>Max Upload Size: 64 MB<br>Default Timezone is UTC: ✔<br>fsockopen/cURL: ✔<br>SoapClient: ❌ Your server does not have the SoapClient class enabled - some gateway plugins which use SOAP may not work as expected.<br>DOMDocument: ✔<br>GZip: ✔<br>Multibyte String: ✔<br>Remote Post: ✔<br>Remote Get: ✔ Database
    
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Viewing 5 replies - 1 through 5 (of 5 total)
  • Roxy

    (@beautyofcode)

    Hey @bandreas3,

    Thanks for reaching out!

    It looks like you are running into an Internal Server Error 500 when placing a test order using WooPayments, correct?

    Does this issue only occur when placing a test order with WooPayments, or does this also happen when using different payment gateways/methods?

    Can you please share with us a clear screenshot of the error message you see on your end? If you do not already have a screenshot tool installed, Snipboard.io can be used for easily sharing screenshots.

    Additionally, can you check the following and share any findings with us here:

    • Server-side Errors: Can you check if there are any server-side errors being logged.
    • Console errors: Please share any errors you may identify when inspecting the console on any page experiencing the issue.

    You can read more about using your browser console to identify errors here.

     I was able to generate a log and there are no fatal errors- just a lot of references to:
    https://public-api.wordpress.com/wpcom/v2/sites/%s/wcpay/fraud_ruleset?test_mode=1

    Do you perhaps have Purchase Price Threshold and/or Order Items Thresholdenabled for WooPayments Advanced Fraud Protection? If so, this would produce an error if you are attempting to purchase an amount above the set threshold.

    To check, please navigate to WooCommerce → Settings → Payments → WooPayments and scroll down to the “Fraud protection” section. Next, click on “Advanced” and then “Configure”:

    On the next page, can you make sure that the toggle for both “Purchase Price Threshold” and “Order items Threshold” is off and save the changes:

    Let us know how this goes!

    Thread Starter bandreas3

    (@bandreas3)

    Hi Roxy,

    I have looked into everything you have outlined, however, the issue still persists. Please review my comments to your questions and thank you again for your help.

    It looks like you are running into an Internal Server Error 500 when placing a test order using WooPayments correct? YES

    Does this issue only occur when placing a test order with WooPayments or does this also happen when using different payment gateways/methods? Only Woo Payments is enabled for credit/debit cards

    Can you please share with us a clear screenshot of the error message you see on your end? https://i.imgur.com/Yvg80yK.jpg

     – *Console errors: *Please share any errors you may identify when inspecting the console on any page experiencing the issue.

    ?wc-ajax=checkout:1  Failed to load resource: the server responded with a status of 500 (Internal Server Error)

    checkout/:1 Uncaught (in promise) Error: A listener indicated an asynchronous response by returning true, but the message channel closed before a response was received

    On the next page, can you make sure that the toggle for both *”Purchase Price Threshold”* and *”Order items Threshold”* is off and save the changes: If we enable advanced, there are no settings activated. Saving reverts back to basic.

    Partial example from LOG:

    2023-11-16T14:45:44+00:00 INFO REQUEST GET https://public-api.wordpress.com/wpcom/v2/sites/%s/wcpay/fraud_ruleset?test_mode=1
    
    2023-11-16T14:45:44+00:00 INFO HEADERS: array (
    
      'Content-Type' => 'application/json; charset=utf-8',
    
      'User-Agent' => 'WooCommerce Payments/6.8.0',
    
    )
    
    2023-11-16T14:45:44+00:00 INFO RESPONSE: array (
    
      'wcpay_fraud_ruleset_id' => 149946,
    
      'wcpay_account_id' => 1014741,
    
      'ruleset_config' => 
    
      array (
    
      ),
    
      'created' => '2023-08-10 19:28:39',
    
    )
    
    
    Roxy

    (@beautyofcode)

    Hey @bandreas3,

    Thanks for above info!

    checkout/:1 Uncaught (in promise) Error: A listener indicated an asynchronous response by returning true, but the message channel closed before a response was received

    This console error stands out. This error message indicates that there was a problem with the communication between the listener and the message channel.

    Do you currently have any browser extensions installed and active on the browser you are using? If so, can you temporarily deactivate these and see if it makes any difference?

    Also, can you try using a different browser and see if the same error occurs?

    If this makes no difference, can you please share a direct link to a product on your site so that we can try and replicate this on our end, as I’m unable to find one that can be added to the cart.

    In the meantime, it’s possible that a plugin/theme conflict may be causing the issue. I’d suggest performing a full conflict test and see if this resolves the issue.

    This involves temporarily deactivating all plugins except for WooCommerce and WooPayments, switching your theme to a default theme, such as Storefront, and then checking if the issue is still present.

    You can read more on how to perfom a full conflict test below:

    The best way to perform these checks is in a staging environment. This is a clone of your live site where you can test updates and changes without affecting your live site. This can be done using the free WP Staging plugin.

    If you do make any changes or perform updates on your live site, we always recommend ensuring that you have a good backup of your full site and database before doing this, so that, should something go wrong, you are able to easily restore your site to a functioning state.

    Let us know how this goes!

    Thread Starter bandreas3

    (@bandreas3)

    Hi Roxy,

    Per your instruction,

    Also, can you try using a different browser and see if the same error occurs? Testing from a separate machine, we only receive, ?wc-ajax=checkout:1  Failed to load resource: the server responded with a status of 500 (Internal Server Error)

    In the meantime, it’s possible that a plugin/theme conflict may be causing the issue. We have tested in the past, using default theme with no plugins, and received the same server error.

    I’m unable to find one that can be added to the cart. https://autel.com/us/product/test-product/

    Here is the latest log:

    2023-11-17T14:58:26+00:00 INFO ENVIRONMENT: array (
    'WP_User' => 'hidden',
    'HTTP_REFERER' => 'https://autel.com/us/wp-admin/admin.php?page=wc-admin',
    'HTTP_USER_AGENT' => 'Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/119.0.0.0 Safari/537.36',
    'REQUEST_URI' => '/us/wp-admin/admin.php?page=wc-status',
    'DOING_AJAX' => false,
    'DOING_CRON' => false,
    'WP_CLI' => false,
    )
    2023-11-17T14:58:26+00:00 INFO REQUEST GET https://public-api.wordpress.com/wpcom/v2/sites/%s/wcpay/fraud_ruleset?test_mode=1
    2023-11-17T14:58:26+00:00 INFO HEADERS: array (
    'Content-Type' => 'application/json; charset=utf-8',
    'User-Agent' => 'WooCommerce Payments/6.8.0',
    )
    2023-11-17T14:58:26+00:00 INFO RESPONSE: array (
    'wcpay_fraud_ruleset_id' => 149946,
    'wcpay_account_id' => 1014741,
    'ruleset_config' =>
    array (
    ),
    'created' => '2023-08-10 19:28:39',
    )
    2023-11-17T14:58:26+00:00 INFO ENVIRONMENT: array (
    'WP_User' => 'hidden',
    'HTTP_REFERER' => 'https://autel.com/us/wp-admin/admin.php?page=wc-admin',
    'HTTP_USER_AGENT' => 'Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/119.0.0.0 Safari/537.36',
    'REQUEST_URI' => '/us/wp-admin/admin.php?page=wc-status',
    'DOING_AJAX' => false,
    'DOING_CRON' => false,
    'WP_CLI' => false,
    )
    2023-11-17T14:58:26+00:00 INFO REQUEST GET https://public-api.wordpress.com/wpcom/v2/sites/%s/wcpay/fraud_ruleset?test_mode=1
    2023-11-17T14:58:26+00:00 INFO HEADERS: array (
    'Content-Type' => 'application/json; charset=utf-8',
    'User-Agent' => 'WooCommerce Payments/6.8.0',
    )
    2023-11-17T14:58:27+00:00 INFO RESPONSE: array (
    'wcpay_fraud_ruleset_id' => 149946,
    'wcpay_account_id' => 1014741,
    'ruleset_config' =>
    array (
    ),
    'created' => '2023-08-10 19:28:39',
    )

    Thanks again for your assistance.

    Saif

    (@babylon1999)

    Hello @bandreas3,

    Seems like we’ll need to take a closer look. Could you please open a ticket about this from WooCommerce.com > MY profile > Support?

    Make sure to include a link to this thread so we know what has been done already.

    Cheers!

Viewing 5 replies - 1 through 5 (of 5 total)
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