• Resolved angel718

    (@angel718)


    HiI have been using this plugin for 7 months with no issues. However now there is a big problem. Whenever someone tries to make a donation using either stripe or PayPal, they get redirected to another page saying “there has been a critical error on this website”.
    I checked the give donation dashboard and there is 20 donations pending since march 31st 2021. I can’t delete pending donations either.

Viewing 8 replies - 1 through 8 (of 8 total)
  • Thread Starter angel718

    (@angel718)

    So I used another plugin to roll back to your previous version of this plugin, and tried a test donation. This donation went through without issue. It seems it is the new update that is causing issue.
    However the other donations are still stuck in pending and have not been successfully charged either.
    Please advise on what to do?
    I can’t exactly ask the donors to make their donations again.

    Plugin Support Matheus Martins

    (@matheusfd)

    Hi @angel718,

    Glad you reached out. I can help you with that.

    For a bit of context, the latest GiveWP update included some database upgrades in order to provide new features right now and for the future, but some hosts running an outdated version of MySQL prevented the upgrade from being completed correctly.

    The first thing you need to check right now is your MySQL version (or MariaDB version, depending on the server you are using). You need to contact your host ask and them to update your MySQL version to 5.7 or later, otherwise, GiveWP will not be able to create the needed database tables.

    After the host updates your database version, do the following:
    1. First, I’d recommend taking a backup of the site that you can confidently restore from. Here’s an article we wrote that explains more clearly how to do that: https://givewp.com/backup-for-faster-troubleshooting/
    2. Enable Advanced Database Updates in Donations -> Settings -> Advanced:
    3. Next, they can run the update in Donations -> Tools -> Data, and based on the Run Order columns, re-run the upgrades (start from number one and go until the end)
    4. Last, go back to in Donations -> Settings -> Advanced and disable Advanced Database Updates.

    Last but not least, if the Donations Update shows up, you can click to upgrade your database.

    If it doesn’t fix the issue, let me know and send it along with your System Info.
    Navigate to Donations –> Tools –> System Info (tab) and click the button to “Get System Report” and copy/paste that in your reply here.

    That will give me some more context to be able to help.

    Please let us know if you have further questions on this or need any additional assistance!`

    Thread Starter angel718

    (@angel718)

    Hi, here is the system report. Also now we’re not receiving emails when a donation is made. Didn’t go back to the newest update of giveWP because the same issue occurred even after following the steps in your message.

    ### WordPress Environment ###
    
    Home URL: https://www.ikyg.com
    Site URL: https://www.ikyg.com
    WP Version: 5.7
    WP Multisite: –
    WP Memory Limit: 512 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    Permalink Structure: /%category%/%postname%/
    Show on Front: posts
    Table Prefix Length: wp_
    Table Prefix Length: 3
    Table Prefix Status: Acceptable
    Admin AJAX: Accessible
    Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, disabled, refunded, failed, revoked, cancelled, abandoned, processing, preapproval, dp-rewrite-republish
    
    ### Server Environment ###
    
    Hosting Provider: DBH: localhost, SRV: www.ikyg.com
    TLS Connection: Connection uses TLS 1.3
    TLS Connection: Probably Okay
    Server Info: LiteSpeed
    PHP Version: 7.4.16
    PHP Post Max Size: 512 MB
    PHP Time Limit: 30
    PHP Max Input Vars: 10000
    PHP Max Upload Size: 512 MB
    cURL Version: 7.71.0, OpenSSL/1.1.1d
    SUHOSIN Installed: –
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    gzip: ✔
    GD Graphics Library: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
    ### GiveWP Configuration ###
    
    GiveWP Version: 2.10.1
    GiveWP Cache: Enabled
    Database Updates: All DB Updates Completed.
    Database Updates: All Database Migrations Completed.
    Database Tables: ✔ wp_give_donors✔ wp_give_donormeta✔ wp_give_comments✔ wp_give_commentmeta✔ wp_give_sessions✔ wp_give_formmeta✔ wp_give_sequential_ordering✔ wp_give_donationmeta✔ wp_give_revenue
    GiveWP Cache: Enabled
    GiveWP Cache: ✔New Donation✔Donation Receipt❌New Offline Donation❌Offline Donation Instructions✔New User Registration✔User Registration Information✔Donation Note✔Email access
    Upgraded From: 2.10.0
    Test Mode: Disabled
    Currency Code: USD
    Currency Position: Before
    Decimal Separator: .
    Thousands Separator: ,
    Success Page: https://www.ikyg.com/donation-confirmation/
    Failure Page: https://www.ikyg.com/donation-failed/
    Donation History Page: https://www.ikyg.com/donor-dashboard-2/
    GiveWP Forms Slug: /donations/
    Enabled Payment Gateways: Stripe - Credit Card, PayPal Standard
    Default Payment Gateway: Stripe - Credit Card
    PayPal IPN Verification: Enabled
    PayPal IPN Notifications: IPN received for #23095 ( 4XG09027KA7401115 ) on 03/27/2021 at 21:33. Status VERIFIED
    Donor Email Access: Enabled
    Stripe Webhook Notifications: April 6, 2021 23:52
    
    ### Active GiveWP Add-ons ###
    
    ### Other Active Plugins ###
    
    Advanced Editor Tools (previously TinyMCE Advanced): by Automattic – 5.6.0
    Akismet Anti-Spam: by Automattic – 4.1.9
    AWP Classifieds Plugin: by AWPCP – 4.1.3
    Cryout Serious Theme Settings: by Cryout Creations – 0.5.12
    Easy Google Fonts: by Titanium Themes – 1.4.4
    Elementor: by Elementor.com – 3.1.4
    FooGallery: by FooPlugins – 1.10.3
    Fullwidth Page Templates: by Brainstorm Force – 1.1.1
    InfiniteWP - Client: by Revmakx – 1.9.4.9
    Instagram Feed Pro Personal: by Smash Balloon – 5.12
    Limit Login Attempts: by Johan Eenfeldt – 1.7.1
    LiteSpeed Cache: by LiteSpeed Technologies – 3.6.4
    MailPoet 3 (New): by MailPoet – 3.60.6
    MailPoet 3 Premium (New): by MailPoet – 3.60.0
    MyManagedSite: by MyManagedSite – 1.2.0
    Popup Maker: by Popup Maker – 1.16.1
    Post Views Counter: by Digital Factory – 1.3.4
    Really Simple SSL: by Really Simple Plugins – 4.0.13
    Simple Ads.txt: by Bensword – 1.0
    Simple Custom CSS: by John Regan, Danny Van Kooten – 4.0.4
    Smart Forms: by RedNao – 2.6.40
    Social Media and Share Icons (Ultimate Social Media): by UltimatelySocial – 2.6.6
    The Post Grid: by RadiusTheme – 2.3.6.3
    The Post Grid Pro: by RadiusTheme – 3.6.17
    Thrive Comments: by Thrive Themes – 1.4.16.1
    Thrive Product Manager: by Thrive Themes – 1.2.5
    Unlist Posts & Pages: by Nikhil Chavan – 1.1.5
    WC Speed Drain Repair: by WP Fix It – 1.3
    Webcraftic Robin image optimizer: by Webcraftic  – 1.5.2
    Widget Context: by Kaspars Dambis – 1.3.2
    Widgetize pages Light: by OTWthemes – 2.6
    Wordfence Security: by Wordfence – 7.5.2
    WP Content Copy Protection with Color Design: by Kazuki Yanamoto – 2.3.0
    WP Rollback: by Impress.org – 1.7.1
    Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.1.2
    Yoast SEO: by Team Yoast – 16.1.1
    Yoast SEO Premium: by Team Yoast – 16.1
    
    ### Inactive Plugins ###
    
    EWWW Image Optimizer: by Exactly WWW – 6.1.1
    Heartbeat Control by WP Rocket: by WP Rocket – 2.0
    WP-Sweep: by Lester 'GaMerZ' Chan – 1.1.3
    WP Cerber Security, Anti-spam & Malware Scan: by Cerber Tech Inc. – 8.8.3
    WP Rocket: by WP Media – 2.10.12
    
    ### Active MU Plugins ###
    
    InfiniteWP - Client Loader: by Revmakx –
    installatron_hide_status_test.php: by  –
    
    ### Theme ###
    
    Name: Nirvana NoLink
    Version: 0.7
    Author URL: http://www.cryoutcreations.eu
    Child Theme: Yes
    Parent Theme Name: Nirvana
    Parent Theme Version: 1.5.2
    Parent Theme Author URL: https://www.cryoutcreations.eu
    • This reply was modified 1 month, 1 week ago by angel718.
    Thread Starter angel718

    (@angel718)

    So we followed the steps again. Tried a donation via PayPal which did go through. Then we tried one via stripe which did also go through. However we didn’t receive a confirmation email for the donation. Nor an admin notification email for receiving the donation. Which we normally do get. Here is the system info with the updated GiveWP

    ### WordPress Environment ###
    
    Home URL: https://www.ikyg.com
    Site URL: https://www.ikyg.com
    WP Version: 5.7
    WP Multisite: –
    WP Memory Limit: 512 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    Permalink Structure: /%category%/%postname%/
    Show on Front: posts
    Table Prefix Length: wp_
    Table Prefix Length: 3
    Table Prefix Status: Acceptable
    Admin AJAX: Accessible
    Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, disabled, refunded, failed, revoked, cancelled, abandoned, processing, preapproval, dp-rewrite-republish
    
    ### Server Environment ###
    
    Hosting Provider: DBH: localhost, SRV: www.ikyg.com
    TLS Connection: Connection uses TLS 1.3
    TLS Connection: Probably Okay
    Server Info: LiteSpeed
    PHP Version: 7.4.16
    PHP Post Max Size: 512 MB
    PHP Time Limit: 30
    PHP Max Input Vars: 10000
    PHP Max Upload Size: 512 MB
    cURL Version: 7.71.0, OpenSSL/1.1.1d
    SUHOSIN Installed: –
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    gzip: ✔
    GD Graphics Library: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
    ### GiveWP Configuration ###
    
    GiveWP Version: 2.10.1
    GiveWP Cache: Enabled
    Database Updates: All DB Updates Completed.
    Database Updates: All Database Migrations Completed.
    Database Tables: ✔ wp_give_donors✔ wp_give_donormeta✔ wp_give_comments✔ wp_give_commentmeta✔ wp_give_sessions✔ wp_give_formmeta✔ wp_give_sequential_ordering✔ wp_give_donationmeta✔ wp_give_revenue
    GiveWP Cache: Enabled
    GiveWP Cache: ✔New Donation✔Donation Receipt❌New Offline Donation❌Offline Donation Instructions✔New User Registration✔User Registration Information✔Donation Note✔Email access
    Upgraded From: 2.10.0
    Test Mode: Disabled
    Currency Code: USD
    Currency Position: Before
    Decimal Separator: .
    Thousands Separator: ,
    Success Page: https://www.ikyg.com/donation-confirmation/
    Failure Page: https://www.ikyg.com/donation-failed/
    Donation History Page: https://www.ikyg.com/donor-dashboard-2/
    GiveWP Forms Slug: /donations/
    Enabled Payment Gateways: Stripe - Credit Card, PayPal Standard
    Default Payment Gateway: Stripe - Credit Card
    PayPal IPN Verification: Enabled
    PayPal IPN Notifications: IPN received for #23095 ( 4XG09027KA7401115 ) on 03/27/2021 at 21:33. Status VERIFIED
    Donor Email Access: Enabled
    Stripe Webhook Notifications: April 6, 2021 23:52
    
    ### Active GiveWP Add-ons ###
    
    ### Other Active Plugins ###
    
    Advanced Editor Tools (previously TinyMCE Advanced): by Automattic – 5.6.0
    Akismet Anti-Spam: by Automattic – 4.1.9
    AWP Classifieds Plugin: by AWPCP – 4.1.3
    Change Password Protected Message: by pipdig – 2.1.0
    Cryout Serious Theme Settings: by Cryout Creations – 0.5.12
    Easy Google Fonts: by Titanium Themes – 1.4.4
    Elementor: by Elementor.com – 3.1.4
    FooGallery: by FooPlugins – 1.10.3
    Fullwidth Page Templates: by Brainstorm Force – 1.1.1
    InfiniteWP - Client: by Revmakx – 1.9.4.9
    Instagram Feed Pro Personal: by Smash Balloon – 5.12
    Limit Login Attempts: by Johan Eenfeldt – 1.7.1
    LiteSpeed Cache: by LiteSpeed Technologies – 3.6.4
    MailPoet 3 (New): by MailPoet – 3.60.6
    MailPoet 3 Premium (New): by MailPoet – 3.60.0
    MyManagedSite: by MyManagedSite – 1.2.0
    Popup Maker: by Popup Maker – 1.16.1
    Post Views Counter: by Digital Factory – 1.3.4
    Really Simple SSL: by Really Simple Plugins – 4.0.13
    Simple Ads.txt: by Bensword – 1.0
    Simple Custom CSS: by John Regan, Danny Van Kooten – 4.0.4
    Smart Forms: by RedNao – 2.6.40
    Social Media and Share Icons (Ultimate Social Media): by UltimatelySocial – 2.6.6
    The Post Grid: by RadiusTheme – 2.3.6.3
    The Post Grid Pro: by RadiusTheme – 3.6.17
    Thrive Comments: by Thrive Themes – 1.4.16.1
    Thrive Product Manager: by Thrive Themes – 1.2.5
    Unlist Posts & Pages: by Nikhil Chavan – 1.1.5
    WC Speed Drain Repair: by WP Fix It – 1.3
    Webcraftic Robin image optimizer: by Webcraftic  – 1.5.2
    Widget Context: by Kaspars Dambis – 1.3.2
    Widgetize pages Light: by OTWthemes – 2.6
    Wordfence Security: by Wordfence – 7.5.2
    WP Content Copy Protection with Color Design: by Kazuki Yanamoto – 2.3.0
    WP Rollback: by Impress.org – 1.7.1
    Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.1.2
    Yoast SEO: by Team Yoast – 16.1.1
    Yoast SEO Premium: by Team Yoast – 16.1
    
    ### Inactive Plugins ###
    
    EWWW Image Optimizer: by Exactly WWW – 6.1.1
    Heartbeat Control by WP Rocket: by WP Rocket – 2.0
    WP-Sweep: by Lester 'GaMerZ' Chan – 1.1.3
    WP Cerber Security, Anti-spam & Malware Scan: by Cerber Tech Inc. – 8.8.3
    WP Rocket: by WP Media – 2.10.12
    
    ### Active MU Plugins ###
    
    InfiniteWP - Client Loader: by Revmakx –
    installatron_hide_status_test.php: by  –
    
    ### Theme ###
    
    Name: Nirvana NoLink
    Version: 0.7
    Author URL: http://www.cryoutcreations.eu
    Child Theme: Yes
    Parent Theme Name: Nirvana
    Parent Theme Version: 1.5.2
    Parent Theme Author URL: https://www.cryoutcreations.eu
    • This reply was modified 1 month, 1 week ago by angel718.
    Thread Starter angel718

    (@angel718)

    So we managed to fix the donation issue. But there are no emails being sent out to donators or even notifications of donations sent to us via email at all. Went through your troubleshooting steps and everything is in order. We were getting notifications, but realised they stopped about 2 weeks ago.
    Also the other question. Will the pending donations that were affected by the critical error go through again or will they eventually be abandoned or fail?

    Thread Starter angel718

    (@angel718)

    In regards to the email notifications.
    I tried to send a test email just now and received nothing. We use an outlook business email address. So I decided to try a gmail email address as the send from email and it worked. I received a notification email. Then I noticed that the outlook business email address was all uppercase. I made this lower case and tried a test, and received the notification emails. I also then made the email upper case again as before. Tried a test email and received it.
    Not sure what the issue was. But it seems to be working after I made it a gmail address. Now it accepts the outlook address.

    Also the other question. Will the pending donations that were affected by the critical error go through again or will they eventually be abandoned or fail? Need to know this so I can know what my next steps are.

    Plugin Contributor Ben Meredith

    (@benmeredithgmailcom)

    Hi there,

    Glad to hear you got things resolved!

    A few things: if the donation is pending, the emails are not triggered, so be aware of that.

    Also, manually setting them to complete _will_ trigger the emails.

    You can manually set them to complete for the donations that were affected here, otherwise they’ll transition to abandoned.

    For future reference: email troubles are often hard to diagnose, so we wrote this article to try and help:
    https://givewp.com/documentation/core/settings/emails/troubleshooting-common-email-problems/

    Thanks!

    Thread Starter angel718

    (@angel718)

    But manually putting the donations to completed will not process the payments, right?
    I’m assuming that the donator would need to redo the donations. Am I right?

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