Incomplete new order emails – no solution yet

Resolved

(@trevormiddleton)

Can someone (@mikejolley?) *please* give me a definitive answer to the following:

Since November 2017, my client – whose WP/Woocommerce site I didn’t develop – has been received incomplete order notification emails, similar to the following:

New customer order

You have received an order from [first name][second name]. The order is as follows:

Order #xxxx (

Prior to that, they were receiving emails with the full order details on them.

On your advice, I’ve systematically disabled plugins, checked file locations and permissions, and still the problem persists. My client is now getting frustrated – as am I – so can someone please provide an answer?!


### WordPress Environment ###

Home URL: https://www.curryoncooking.com
Site URL: https://www.curryoncooking.com
WC Version: 3.2.6
Log Directory Writable: ✔
WP Version: 4.9.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_GB

### Server Environment ###

Server Info: Apache
PHP Version: 5.6.33
PHP Post Max Size: 8 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.57.0
OpenSSL/1.0.2m

SUHOSIN Installed: –
MySQL Version: 5.6.38
Max Upload Size: 8 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 3.2.6
WC Database Prefix: wp_
Total Database Size: 73.93MB
Database Data Size: 69.34MB
Database Index Size: 4.59MB
wp_woocommerce_sessions: Data: 0.56MB + Index: 0.02MB
wp_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB
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: 0.17MB + Index: 0.08MB
wp_woocommerce_order_itemmeta: Data: 1.78MB + Index: 0.64MB
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: 0.01MB + Index: 0.01MB
wp_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB
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wp_failed_jobs: Data: 0.06MB + Index: 0.00MB
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wp_links: Data: 0.00MB + Index: 0.00MB
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wp_posts: Data: 1.40MB + Index: 0.15MB
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### Post Type Counts ###

attachment: 225
cp_recipe: 12
dt_testimonials: 11
mc4wp-form: 2
nav_menu_item: 13
page: 42
post: 66
product: 25
revision: 555
shop_coupon: 11
shop_order: 586
shop_order_refund: 3
slide: 4
vc_grid_item: 3
wpcf7_contact_form: 3
wpsl_stores: 35

### Security ###

Secure connection (HTTPS): ✔
Hide errors from visitors: ✔

### Active Plugins (30) ###

WooCommerce Xero Integration: by WooThemes – 1.7.3 – Not tested with the active version of WooCommerce
All In One SEO Pack: by Michael Torbert – 2.4.4
All In One WP Security: by Tips and Tricks HQ
Peter Petreski
Ruhul
Ivy – 4.3.1

Antispam Bee: by pluginkollektiv – 2.7.1
BackWPup: by Inpsyde GmbH – 3.4.4
Check Email: by Chris Taylor – 0.5.5
Contact Form 7: by Takayuki Miyoshi – 4.9.2
ConvertPlug: by Brainstorm Force – 2.3.0
Cooked Classic: by Boxy Studio – 2.4.3
CSS Above The Fold: by Pau Iglesias
Blogestudio – 1.0

Custom Facebook Feed: by Smash Balloon – 2.4.6
The7 Post Types: by Dream-Theme – 1.0.2
EWWW Image Optimizer: by Shane Bishop – 4.0.6
Google Analytics Dashboard for WP (GADWP): by Alin Marcu – 5.1.2.5
GTranslate: by Translate AI Multilingual Solutions – 2.8.35
MailChimp for WooCommerce: by MailChimp – 2.1.3 – Not tested with the active version of WooCommerce
MailChimp for WordPress: by ibericode – 4.1.14
Mega Addons For Visual Composer: by Nasir – 2.1
Recent Tweets Widget: by Noah Kagan – 1.6.8
Regenerate Thumbnails: by Alex Mills (Viper007Bond) – 3.0.1
Slider Revolution: by ThemePunch – 5.2.5.3
Social Media and Share Icons (Ultimate Social Media): by UltimatelySocial – 1.8.2
WC Coupons by Country: by AxisThemes – 1.0.0 – Not tested with the active version of WooCommerce
WooCommerce Extended Coupon Features: by Soft79 – 2.6.0.2
Woocommerce Multi Currency Store: by Code Ninjas – 1.9.3 – Not tested with the active version of WooCommerce
WooCommerce: by Automattic – 3.2.6
WordPress Importer: by wordpressdotorg – 0.6.3
WP Admin No Show: by Doug Sparling – 1.7.0
Slimstat Analytics: by Jason Crouse – 4.7.5.1
WP Store Locator: by Tijmen Smit – 2.2.10

### Settings ###

API Enabled: ✔
Force SSL: –
Currency: GBP (£)
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: #663 - /buy-now/
Basket: #211 - /cart/
Checkout: #212 - /checkout/
My account: #213 - /my-account/
Terms and conditions: ❌ Page not set

### Theme ###

Name: CurryOnCooking
Version: 3.7.1
Author URL: http://curryoncooking.com/
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: CurryOnCooking2016/woocommerce/cart/cart.php version 2.3.8 is out of date. The core version is 3.1.0
CurryOnCooking2016/woocommerce/content-product.php version 2.5.0 is out of date. The core version is 3.0.0
CurryOnCooking2016/woocommerce/content-product_cat.php version 2.5.2 is out of date. The core version is 2.6.1
CurryOnCooking2016/woocommerce/global/breadcrumb.php
CurryOnCooking2016/woocommerce/loop/loop-end.php
CurryOnCooking2016/woocommerce/loop/loop-start.php
CurryOnCooking2016/woocommerce/loop/orderby.php

Outdated Templates: ❌Learn how to update

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

Viewing 6 replies - 1 through 6 (of 6 total)

Plugin Support Hannah S.L.
(@fernashes)

Automattic Happiness Engineer

6 years, 3 months ago

Thanks for summarizing!

Have you done a full conflict test, as follows? You need to disable all plugins and switch the theme to rule out conflicts.

The best way to determine if the issue is being caused by a theme and/or plugin is to do the following:

1. Temporarily switch your theme back to the [Storefront](https://www.woocommerce.com/storefront/) or [Twenty Seventeen](https://wordpress.org/themes/twentyseventeen/) Theme.
2. Disable all plugins except for WooCommerce.
3. Test to see if the issue has been resolved.

If that resolves the issue, then slowly re-enable features until you find the one that’s causing the conflict.

Thread Starter trevormiddleton
(@trevormiddleton)

6 years, 3 months ago

Hi Hannah

With respect, we’re going round in circles. My post (above) tells you ‘On your advice, I’ve systematically disabled plugins, checked file locations and permissions, and still the problem persists’. I’ve tried it: it doesn’t make any difference. The issue persists.

Can this be passed to someone senior – ideally the lead developer – for a definitive answer to a problem that is causing serious inconvenience to my client?! Thank you.

Plugin Support Hannah S.L.
(@fernashes)

Automattic Happiness Engineer

6 years, 3 months ago

Hey there,

Sorry for not being crystal clear on this – from your description, I couldn’t tell if you had disabled all plugins and switched the theme at the same time. It’s crucial that you do it that way.

Once you’ve confirmed, we can take a look at next steps.

Thread Starter trevormiddleton
(@trevormiddleton)

6 years, 3 months ago

Hi Hannah

Yes, indeed I have spent an incredibly tedious and frustrating few weeks systematically disabling plugins on my client’s website, to absolutely no avail. I await a working solution to this issue.

Plugin Support Hannah S.L.
(@fernashes)

Automattic Happiness Engineer

6 years, 3 months ago

Thanks for confirming!

I haven’t heard of any other reports of this problem where the emails are cut off. As we can’t reproduce it on our end, it’s not something that we can create a fix for. This kind of problem tends to be an issue with a conflict, which is why that needed to be confirmed.

I’d like to know if it’s WooCommerce that’s breaking off the emails, or something later in the process. Please install the WP Mail Logging plugin – that’ll log every email sent by your site and allow you see the content. If the email is truncated in those logs, then the problem is happening at generation; if the email is whole, then something is going wrong later in the process.

Here’s the plugin:
https://wordpress.org/plugins/wp-mail-logging/

Please do let me know how it goes!

Plugin Support Hannah S.L.
(@fernashes)

Automattic Happiness Engineer

6 years, 3 months ago

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.

Viewing 6 replies - 1 through 6 (of 6 total)

The topic ‘Incomplete new order emails – no solution yet’ is closed to new replies.