Support » Plugin: WooCommerce » Checkout – processing transaction slow

  • Resolved Chris

    (@clang777)


    Early last week, we received a call from a customer stating that the checkout page wasn’t working. So, I tested it several times (we use the latest Woo plugin and WP version) and found it was taking an average of between 30 and 40 seconds before the confirmation/Order ID/Thank you notice appears. Also, when clicking “Place Order” the page goes opaque/sort of grayed out look – without the spinning wheel, and it seems like the page is frozen. We use the one-page checkout option via our Avada theme options (Version 5.5.1). We use Braintree as our merchant banking gateway partner. I reached out to them and gave them a transaction to track – they gave us the processing time on their end (2 seconds, standard speed). So, I then went through all the recommended steps to try and identify the conflict, and am now at a loss to find the source cause. Would appreciate your help!

    Here’s the process I went through: First, I deactivated all plugins except the Woocommerce plugins (including the Braintree/PayPal gateway) AND the Avada (Fusion and Layerslider) theme related plugins. Tested – opaque screen again, no spinning wheel – and it took more than 30 seconds. Next, I deactivated the Avada-related plugins and switched to the Twenty Seventeen theme. The only plugins activated at this point were the two Woocommerce plugins. When I clicked “Place Order,” I could see the spinning wheel for the first time; however, it still took over 30 seconds to finish processing the transaction. Since the transaction processing latency doesn’t appear to be theme or plugin related (except that the wheel did spin when we tested with Twenty Seventeen), we went ahead and re-activated the other plugins.

    Here is the checkout page — https://www.lifestreams.org/shop/checkout

    NOTE: we’re not presently using a “child theme” as it’s not recommended by Avada support based on our use of the theme.

    HERE IS THE STATUS REPORT:

    
    ### WordPress Environment ###
    
    Home URL: https://www.lifestreams.org
    Site URL: https://www.lifestreams.org
    WC Version: 3.3.5
    Log Directory Writable: ✔
    WP Version: 4.9.5
    WP Multisite: –
    WP Memory Limit: 512 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    
    ### Server Environment ###
    
    Server Info: Apache
    PHP Version: 7.0.29
    PHP Post Max Size: 128 MB
    PHP Time Limit: 0
    PHP Max Input Vars: 4000
    cURL Version: 7.45.0
    OpenSSL/1.0.1e
    
    SUHOSIN Installed: –
    Max Upload Size: 128 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
    ### Database ###
    
    WC Database Version: 3.3.5
    WC Database Prefix: wp_
    MaxMind GeoIP Database: ✔
    Total Database Size: 36.51MB
    Database Data Size: 32.77MB
    Database Index Size: 3.74MB
    wp_woocommerce_sessions: Data: 0.53MB + Index: 0.02MB
    wp_woocommerce_api_keys: Data: 0.00MB + Index: 0.01MB
    wp_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_order_items: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_order_itemmeta: Data: 0.02MB + Index: 0.02MB
    wp_woocommerce_tax_rates: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB
    wp_woocommerce_log: Data: 0.00MB + Index: 0.00MB
    wp_commentmeta: Data: 0.00MB + Index: 0.01MB
    wp_comments: Data: 0.04MB + Index: 0.04MB
    wp_eStore_ppa_addon_tbl: Data: 0.00MB + Index: 0.00MB
    wp_fb_albums: Data: 0.00MB + Index: 0.00MB
    wp_fb_photos: Data: 0.00MB + Index: 0.00MB
    wp_give_donormeta: Data: 0.02MB + Index: 0.03MB
    wp_give_donors: Data: 0.00MB + Index: 0.01MB
    wp_give_formmeta: Data: 0.03MB + Index: 0.03MB
    wp_give_logmeta: Data: 0.01MB + Index: 0.01MB
    wp_give_logs: Data: 0.01MB + Index: 0.00MB
    wp_give_paymentmeta: Data: 0.20MB + Index: 0.10MB
    wp_give_sequential_ordering: Data: 0.00MB + Index: 0.00MB
    wp_give_subscriptions: Data: 0.00MB + Index: 0.00MB
    wp_g_ywfz: Data: 0.00MB + Index: 0.00MB
    wp_layerslider: Data: 0.07MB + Index: 0.00MB
    wp_layerslider_revisions: Data: 0.00MB + Index: 0.00MB
    wp_links: Data: 0.00MB + Index: 0.00MB
    wp_ltw_testimonials: Data: 0.00MB + Index: 0.00MB
    wp_ltw_testimonial_groups: Data: 0.00MB + Index: 0.00MB
    wp_options: Data: 22.00MB + Index: 1.17MB
    wp_postmeta: Data: 1.33MB + Index: 0.37MB
    wp_posts: Data: 0.48MB + Index: 0.08MB
    wp_redirection_404: Data: 0.42MB + Index: 0.21MB
    wp_redirection_groups: Data: 0.00MB + Index: 0.00MB
    wp_redirection_items: Data: 0.00MB + Index: 0.01MB
    wp_redirection_logs: Data: 0.00MB + Index: 0.01MB
    wp_revslider_css: Data: 0.02MB + Index: 0.00MB
    wp_revslider_layer_animations: Data: 0.00MB + Index: 0.00MB
    wp_revslider_settings: Data: 0.00MB + Index: 0.00MB
    wp_revslider_sliders: Data: 0.01MB + Index: 0.00MB
    wp_revslider_slides: Data: 0.05MB + Index: 0.00MB
    wp_revslider_static_slides: Data: 0.00MB + Index: 0.00MB
    wp_sdm_downloads: Data: 0.00MB + Index: 0.00MB
    wp_termmeta: Data: 0.01MB + Index: 0.01MB
    wp_terms: Data: 0.00MB + Index: 0.01MB
    wp_term_relationships: Data: 0.01MB + Index: 0.02MB
    wp_term_taxonomy: Data: 0.01MB + Index: 0.01MB
    wp_usermeta: Data: 0.01MB + Index: 0.02MB
    wp_users: Data: 0.00MB + Index: 0.01MB
    wp_wc_download_log: Data: 0.00MB + Index: 0.00MB
    wp_wc_webhooks: Data: 0.00MB + Index: 0.00MB
    wp_wfBadLeechers: Data: 0.00MB + Index: 0.00MB
    wp_wfBlockedCommentLog: Data: 0.00MB + Index: 0.00MB
    wp_wfBlockedIPLog: Data: 0.01MB + Index: 0.01MB
    wp_wfBlocks7: Data: 0.02MB + Index: 0.01MB
    wp_wfConfig: Data: 1.08MB + Index: 0.01MB
    wp_wfCrawlers: Data: 0.01MB + Index: 0.00MB
    wp_wfFileChanges: Data: 0.00MB + Index: 0.00MB
    wp_wfFileMods: Data: 1.77MB + Index: 0.38MB
    wp_wfHits: Data: 3.57MB + Index: 0.89MB
    wp_wfHoover: Data: 0.00MB + Index: 0.00MB
    wp_wfIssues: Data: 0.01MB + Index: 0.01MB
    wp_wfKnownFileList: Data: 0.91MB + Index: 0.11MB
    wp_wfLeechers: Data: 0.07MB + Index: 0.07MB
    wp_wfLiveTrafficHuman: Data: 0.00MB + Index: 0.00MB
    wp_wfLocs: Data: 0.00MB + Index: 0.00MB
    wp_wfLogins: Data: 0.00MB + Index: 0.00MB
    wp_wfNet404s: Data: 0.00MB + Index: 0.00MB
    wp_wfNotifications: Data: 0.00MB + Index: 0.00MB
    wp_wfPendingIssues: Data: 0.00MB + Index: 0.00MB
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    wp_wfVulnScanners: Data: 0.00MB + Index: 0.00MB
    
    ### Post Type Counts ###
    
    attachment: 259
    avada_faq: 6
    avada_portfolio: 16
    give_forms: 2
    give_log: 66
    give_payment: 83
    give_pdf_template: 9
    lsevent: 2
    nav_menu_item: 66
    page: 27
    post: 35
    product: 9
    shop_order: 29
    shop_order_refund: 1
    slide: 18
    themefusion_elastic: 2
    
    ### Security ###
    
    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔
    
    ### Active Plugins (27) ###
    
    BackupBuddy: by iThemes – 8.2.4.0
    LayerSlider WP: by Kreatura Media – 6.7.1
    AddToAny Share Buttons: by AddToAny – 1.7.26
    Advanced Image Styles: by Gregory Cornelius – 0.4.1
    Akismet Anti-Spam: by Automattic – 4.0.3
    Change WP Mail From Details: by Ruhul Amin – 1.0
    Disable Cart Fragments: by LittleBizzy – 1.0.9 – Not tested with the active version of WooCommerce
    Disable WooCommerce Status: by LittleBizzy – 1.0.3 – Not tested with the active version of WooCommerce
    Exclude Pages from Navigation: by Simon Wheatley – 1.92
    Fusion Builder: by ThemeFusion – 1.5.1
    Fusion Core: by ThemeFusion – 3.5.1
    Give - Braintree Gateway: by WordImpress – 1.2.1
    Give - MailChimp: by WordImpress – 1.4.1
    Give - PDF Receipts: by WordImpress – 2.3
    Give - Donation Plugin: by WordImpress – 2.1.2
    Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 7.0.5
    LessThanWeb - Testimonials: by LessThanWeb – 1.3.2
    MailChimp Forms by MailMunch: by MailMunch – 3.1.0
    McAfee SECURE: by McAfeeSECURE – 1.7.7
    MP3-jPlayer: by Simon Ward – 2.7.2
    Redirection: by John Godley – 3.2
    Fast Secure Contact Form: by fastsecure – 4.0.56
    Theme Authenticity Checker (TAC): by builtBackwards – 1.5.3
    WooCommerce PayPal Powered by Braintree Gateway: by WooCommerce – 2.1.1
    WooCommerce: by Automattic – 3.3.5
    WP-Copyright-Protection: by Dave Ligthart – 1.4
    WP Super Cache: by Automattic – 1.6.0
    
    ### Settings ###
    
    API Enabled: ✔
    Force SSL: ✔
    Currency: USD ($)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    variable (variable)
    
    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)
    
    ### WC Pages ###
    
    Shop base: #15265 - /shop/
    Cart: #15266 - /shop/cart/
    Checkout: #15267 - /shop/checkout/
    My account: #15268 - /shop/my-account/
    Terms and conditions: #673 - /shop/terms/
    
    ### Theme ###
    
    Name: Avada
    Version: 5.5.1
    Author URL: http://themeforest.net/user/ThemeFusion
    Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
    WooCommerce Support: ✔
    
    ### Templates ###
    
    Overrides: Avada/woocommerce/cart/cart.php
    Avada/woocommerce/checkout/form-pay.php
    Avada/woocommerce/checkout/review-order.php
    Avada/woocommerce/checkout/thankyou.php
    Avada/woocommerce/loop/loop-start.php
    Avada/woocommerce/single-product/add-to-cart/variable.php
    Avada/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php
    Avada/woocommerce/single-product/short-description.php
    Avada/woocommerce/single-product/tabs/additional-information.php
    Avada/woocommerce/single-product/tabs/description.php
    
    ### Braintree (Credit Card) ###
    
    Environment: Production
    Tokenization Enabled: –
    Debug Mode: Off
    
    ### Braintree (PayPal) ###
    
    Environment: Production
    Tokenization Enabled: –
    Debug Mode: Off
    

    Please advise. Thank you!
    Chris

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

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Support RK

    (@riaanknoetze)

    Hi There,

    When processing the checkout, can you check the “Network” tab on your browser tools – I’m specifically looking for the value of the “Time to First Byte” (TTFB) section. The reason I’m asking is that this might be an issue related to server latency rather than anything from WooCommerce, WordPress or your Payment Gateway 🙂

    I looked at the “LOGS” tab in the Woocommerce admin “Status” area. Found 3 Fatal Errors are listed there from yesterday. I suspect these are related to our latency issue, although I probably did 13 test purchases yesterday:

    2018-04-23T01:24:59+00:00 CRITICAL Allowed memory size of 536870912 bytes exhausted (tried to allocate 1052672 bytes)

    2018-05-01T01:25:38+00:00 CRITICAL Allowed memory size of 536870912 bytes exhausted (tried to allocate 1052672 bytes)

    2018-05-08T18:06:27+00:00 CRITICAL Allowed memory size of 536870912 bytes exhausted (tried to allocate 1052672 bytes)
    I contacted our webhost (InMotion) and they maxed out our server memory from 512 mb to 1 GB.

    Before I do the next set of purchase tests, where can I find the network, and specifically TTFB info in the browser? I looked in Chrome under “Developer Tools, and saw the Task Manager, which has a “network” column, but don’t see where TTFB would be found there. Please advise. Thanks.

    TTFB INFO: Here is the TTFB “Network” info from a test transaction I ran just now:

    1) Loading the checkout page: 1.44 sec
    2) After clicking “Place Order” and running Checkout process: 2.51 sec

    Total processing time took 24 sec before confirmation/thank you/order ID appears. Browser behavior was the same as before (after clicking “Place Order” the screen goes opaque/greyish and doesn’t show spinning wheel, so it looks frozen). No fatal errors were generated in the Woocommerce LOG related to this transaction.

    OTHER OBSERVATIONS, POSSIBLY RELATED:

    JQMIGRATE appears to be generating UNCAUGHT TypeError: Cannot read property ‘style’ of null at —
    – (index):214 generated 3 times during the checkout process)
    – ?key=wc_order_5af31eb76a843:211(anonymous) @ (same “?key=ww_order…”)

    WOOCOMMERCE SETTINGS > CHECKOUT SECTION: a) we don’t use “PayPal Express checkout”, and I don’t even see it there as an option now; b) could the order of the gateways have anything to do with this? We have only 2 gateway ID’s enabled: Braintree_credit_card gateway ID first, then braintree_paypal gateway ID second;

    SHOP/CART PAGE LOAD: The cart is set to automatically redirect to the cart page when a person adds a product to the cart… what seems strange is that the “PayPal Checkout” yellow button doesn’t appear underneath the “Proceed to Checkout” button for 3 – 4 seconds.

    Thank you for your help.

    • This reply was modified 1 year, 7 months ago by Chris.
    Plugin Support Hannah S.

    (@fernashes)

    Automattic Happiness Engineer

    Thanks for all of this information and I’m sorry for the delay in getting back to you.

    It goes beyond what we can troubleshoot through the forums. However, we do offer support for the PayPal Powered By Braintree plugin through WooCommerce.com. Can you please do the following:

    1. Set up a staging site (either check with your host for options, or use the https://wordpress.org/plugins/wp-staging/ plugin) and make sure you can replicate the problem
    2. Disable all plugins except for WooCommerce and PayPal Powered by Braintree, switch the theme to Twenty Seventeen, and make sure you can still replicate the problem
    3. Create a ticket via https://woocommerce.com/my-account/create-a-ticket/ and please include a reference to this thread, a copy of the system status report, and both admin and FTP credentials for the staging site. I’m asking for all of this now, as you’ve already done quite a bit of troubleshooting and we’d like to make sure we have all of the right tools available. For the login, please make sure it’s an administrator user, using woologin@wocoommerce.com, and send the password through a https://quickforget.com link.

    We’ll do our best to help you get this sorted out!

    Plugin Support RK

    (@riaanknoetze)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Hey @clang777 how did you solve this issue?

    @clang777 do you solve?? I have the same problem

    • This reply was modified 1 year, 2 months ago by cashismatt.
    pabchu

    (@pabchu)

    Try to deactivate Jetpack. This is causing a lag after clicking place order in my case.

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