Order

  • Resolved GIRAUD

    (@fanny3880)


    9 months, 3 weeks ago

    Hey all, Looking for some support here. Since July 17th, I’ve had a problem: I can’t see the contents of the commands, old and new. I’ve tried disabling everything and changing themes, but nothing works. I hope you can find the problem.

    I have done all the updates. Woocommerce 10.0.3.

    Can you please help?

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

Viewing 15 replies - 1 through 15 (of 26 total)
1 2
  • Stef

    (@serafinnyc)

    9 months, 3 weeks ago

    Hey @fanny3880 Just to confirm here, when you say “commands,” are you referring to WooCommerce orders? Like customer orders in the admin?

    Plugin Support LovingBro (woo-hc)

    (@lovingbro)

    9 months, 3 weeks ago

    Hi @fanny3880,

    I understand how concerning it must be to suddenly lose visibility into your order details, especially when it affects both new and past orders. You’ve already taken solid steps by updating everything and testing with plugins and themes disabled, so let’s see what might be going on.

    Just to clarify as @serafinnyc asked, when you mentioned “commands,” are you referring to WooCommerce orders within your site’s admin dashboard?

    Also, did this issue start only after updating to WooCommerce 10.0.3, or was it already happening before the update?

    Once we confirm that, we’ll be better positioned to guide you toward a solution. Looking forward to your reply!

    Thread Starter GIRAUD

    (@fanny3880)

    9 months, 3 weeks ago

    Hello

    Yes in the admin https://go.screenpal.com/watch/cTi33OnI6nw

    I no longer see the items ordered : https://go.screenpal.com/watch/cTi33UnI6nk

    thanks

    Thread Starter GIRAUD

    (@fanny3880)

    9 months, 3 weeks ago

    The problems started just before the update, I also updated the PHP to be sure that it was not this problem

    Sai (woo-hc)

    (@saivutukuru)

    9 months, 3 weeks ago

    Hi @fanny3880,

    Thanks for confirming and for sharing the screen recordings, those are super helpful.

    Since the issue started just before the WooCommerce 10.0.3 update and persists even with all plugins disabled and a default theme, let’s dig a bit deeper:

    1. Could you please share your System Status Report?
      You’ll find it under: WooCommerce → Status → Get system report → Copy for support
      You can paste it in a Pastebin or Gist and share the link here.
       
    2. While viewing the order details screen, can you open your browser’s developer tools and check the Console tab?
      Let us know if you see any JavaScript errors that could point to a conflict or rendering issue.
       
    3. Have there been any recent site migrations, database changes, or custom code added?
      Sometimes these can cause order metadata issues (like missing line items).

    We’ll be happy to investigate further once we have this info!

    Thread Starter GIRAUD

    (@fanny3880)

    9 months, 3 weeks ago

    Hello

    here is the report : gist:803d3158ac13ed55ad490f86bb4813a4

    Apparently no problem with the page code.

    We have not made any changes to the site, this is the error that alerted us.

    Thank you for your interest

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    9 months, 3 weeks ago

    Hi there!

    Thanks for sharing the System Status Report. However, when I try to access the link, I’m seeing a message that says, “This is not the webpage you are looking for.”

    It seems the Gist may be private, expired, or not publicly accessible. Could you please double-check the sharing settings or upload the report again and share the updated public link? Also, please shared the Fatal error logs (if any) under WooCommerce > Status > Logs too.

    Once we have more information, we’ll be able to assist you further.

    Thread Starter GIRAUD

    (@fanny3880)

    9 months, 3 weeks ago

    Oh sorry… it the firt to use this appli…

    System Status Report

    ### WordPress Environment ###

    WordPress address (URL): [Redacted]
    Site address (URL): [Redacted]
    WC Version: 10.0.4
    Legacy REST API Package Version: L’extension Legacy REST API n’est pas installée sur ce site.
    Action Scheduler Version: ✔ 3.9.2
    Log Directory Writable: ✔
    WP Version: 6.8.2
    WP Multisite: –
    WP Memory Limit: 128 Mo
    WP Debug Mode: –
    WP Cron: ✔
    Language: fr_FR
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    Server Architecture: Linux 5.15.0-143-generic x86_64
    PHP Version: 8.3.23
    PHP Post Max Size: 8 Mo
    PHP Time Limit: 30
    PHP Max Input Vars: 1000
    cURL Version: 7.81.0
    OpenSSL/3.0.2

    SUHOSIN Installed: –
    MySQL Version: 10.6.22-MariaDB-0ubuntu0.22.04.1-log
    Max Upload Size: 2 Mo
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔

    ### Database ###

    [REDACTED]

    ### Post Type Counts ###

    attachment: 535
    bsf_custom_fonts: 1
    customize_changeset: 8
    custom_css: 1
    elementor_library: 5
    foogallery: 1
    itsec-dash-card: 13
    itsec-dashboard: 2
    nav_menu_item: 32
    nf_sub: 1005
    page: 14
    post: 2
    product: 130
    product_variation: 768
    revision: 2387
    shop_coupon: 8
    shop_order: 2074
    shop_order_refund: 1
    tablepress_table: 7
    wpforms: 2
    wp_global_styles: 4
    wp_navigation: 1
    wp_template: 2

    ### Security ###

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

    ### Active Plugins (21) ###

    Solid Security Basique: par SolidWP – 9.3.10
    Custom Fonts: par Brainstorm Force – 2.1.15
    Up2pay e-Transactions: par Up2pay e-Transactions – 3.0.9
    Elementor: par Elementor.com – 3.30.3
    FooBox - Lightbox d’image: par FooPlugins – 2.7.35
    FooGallery: par FooPlugins – 2.4.32
    Maximum Products per User for WooCommerce: par WPFactory – 4.3.8
    Min and Max Quantity for WooCommerce: par BeRocket – 1.3.8.1
    Mondial Relay - InPost - WordPress: par Rodolphe Cazemajou-Tournié – 5.6
    Ninja Forms: par Saturday Drive – 3.10.4
    Smart Slider 3: par Nextend – 3.5.1.29
    TablePress: par Tobias Bäthge – 3.1.3
    TinyPNG: par TinyPNG – 3.6.0
    UpdraftPlus - Sauvegarde/Restauration: par TeamUpdraft
    DavidAnderson – 1.25.6

    WooCommerce.com Update Manager: par Automattic – 1.0.3
    WooCommerce Analytics: par WooCommerce – 0.9.11
    Maximum Quantity for WooCommerce Shops: par Naked Cat Plugins (by Webdados) – 2.3
    PDF Invoices & Packing Slips for WooCommerce: par WP Overnight – 4.6.0
    WooCommerce: par Automattic – 10.0.4
    Yoast SEO: par L’équipe Yoast – 25.5
    WP Super Cache: par Automattic – 3.0.0

    ### Inactive Plugins (0) ###


    ### Dropin Plugins () ###

    advanced-cache.php: advanced-cache.php
    maintenance.php: maintenance.php

    ### Must Use Plugins (1) ###

    SecuPress COOKIEHASH: par  – 2.0

    ### Settings ###

    Legacy API Enabled: –
    Force SSL: –
    Currency: EUR (€)
    Currency Position: right_space
    Thousand Separator: 
    Decimal Separator: ,
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    variable (variable)
    woosb (woosb)

    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)

    Connected to WooCommerce.com: ✔
    Enforce Approved Product Download Directories: –
    HPOS feature enabled: ✔
    Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore
    HPOS data sync enabled: ✔
    Enabled Features: analytics
    marketplace
    order_attribution
    site_visibility_badge
    remote_logging
    blueprint
    point_of_sale
    custom_order_tables


    ### Logging ###

    Enabled: ✔
    Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
    Retention period: 30 jours
    Level threshold: –
    Log directory size: 274 Ko

    ### WC Pages ###

    Base de la boutique: #1012 - /boutique/
    Panier: #1013 - /panier/ -  Contient le code court woocommerce_cart
    Commander: #1014 - /commander/ -  Contient le code court woocommerce_checkout
    Mon compte: #1015 - /mon-compte/ -  Contient le code court [woocommerce_my_account]
    Conditions générales de vente et d’utilisation: #2071 - /conditions-generales-de-ventes/

    ### Theme ###

    Name: Astra
    Version: 4.11.7
    Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
    Child Theme: ❌ – Si vous modifiez WooCommerce sur un thème parent que vous n‘avez pas construit personnellement
    nous vous recommandons d‘utiliser un thème enfant. Voir : Comment créer un thème enfant

    Theme type: Thème classique
    WooCommerce Support: ✔

    ### Templates ###

    Overrides: –

    ### Admin ###

    Enabled Features: activity-panels
    analytics
    product-block-editor
    coupons
    core-profiler
    customize-store
    customer-effort-score-tracks
    import-products-task
    experimental-fashion-sample-products
    shipping-smart-defaults
    shipping-setting-tour
    homescreen
    marketing
    mobile-app-banner
    onboarding
    onboarding-tasks
    pattern-toolkit-full-composability
    product-custom-fields
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    printful
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    woo-mobile-welcome
    wc-pay-promotion
    wc-pay-welcome-page
    launch-your-store
    add-to-cart-with-options-stepper-layout

    Disabled Features: product-data-views
    experimental-blocks
    experimental-iapi-mini-cart
    experimental-iapi-runtime
    coming-soon-newsletter-template
    minified-js
    product-pre-publish-modal
    settings
    async-product-editor-category-field
    product-editor-template-system
    use-wp-horizon

    Daily Cron: ✔ Next scheduled: 2025-07-23 18:27:40 +02:00
    Options: ✔
    Notes: 221
    Onboarding: completed

    ### Action Scheduler ###

    Terminé: 1 293
    Oldest: 2025-06-22 22:44:34 +0200
    Newest: 2025-07-23 19:45:26 +0200

    Échoué: 17
    Oldest: 2022-03-11 15:58:12 +0100
    Newest: 2025-07-23 00:22:12 +0200

    En cours: 1
    Oldest: –
    Newest: –

    En attente: 6
    Oldest: 2025-07-23 21:01:11 +0200
    Newest: 2026-01-01 00:00:01 +0100


    ### Status report information ###

    Generated at: 2025-07-23 19:45:32 +02:00

    And Fatal Error : https://go.screenpal.com/watch/cTi0bdnIlWh

    2025-07-23T08:27:22+00:00 Critique Maximum execution time of 30 seconds exceeded
    Contexte supplémentaire
    {
    "error": {
    "type": 1,
    "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/updraftplus/backup.php",
    "line": 4132
    },
    "remote-logging": true,
    "backtrace": [
    {
    "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-woocommerce.php",
    "line": 423,
    "function": "critical",
    "class": "WC_Logger",
    "type": "->"
    },
    {
    "function": "log_errors",
    "class": "WooCommerce",
    "type": "->"
    }
    ]
    }
    2025-07-23T08:33:34+00:00 Critique Maximum execution time of 30 seconds exceeded
    Contexte supplémentaire
    {
    "error": {
    "type": 1,
    "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/updraftplus/backup.php",
    "line": 381
    },
    "remote-logging": true,
    "backtrace": [
    {
    "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-woocommerce.php",
    "line": 423,
    "function": "critical",
    "class": "WC_Logger",
    "type": "->"
    },
    {
    "function": "log_errors",
    "class": "WooCommerce",
    "type": "->"
    }
    ]
    }
    2025-07-23T08:41:31+00:00 Critique Maximum execution time of 30 seconds exceeded
    Contexte supplémentaire
    {
    "error": {
    "type": 1,
    "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/updraftplus/backup.php",
    "line": 4132
    },
    "remote-logging": true,
    "backtrace": [
    {
    "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-woocommerce.php",
    "line": 423,
    "function": "critical",
    "class": "WC_Logger",
    "type": "->"
    },
    {
    "function": "log_errors",
    "class": "WooCommerce",
    "type": "->"
    }
    ]
    }
    2025-07-23T10:50:46+00:00 Critique Uncaught TypeError: strpos(): Argument #1 ($haystack) must be of type string, WP_Error given in /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/log-util.php:220
    Contexte supplémentaire
    {
    "error": {
    "type": 1,
    "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/log-util.php",
    "line": 220
    },
    "remote-logging": true,
    "backtrace": [
    "",
    "#0 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/log-util.php(220): strpos()",
    "#1 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/log.php(235): ITSEC_Log_Util::get_entries()",
    "#2 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/modules/site-scanner/Model/Factory.php(22): ITSEC_Log::get_entry()",
    "#3 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/modules/site-scanner/api.php(74): iThemesSecurity\Site_Scanner\Factory->for_log_id()",
    "#4 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/modules/malware-scheduling/class-itsec-malware-scheduling-scanner.php(15): ITSEC_Site_Scanner_API::scan()",
    "#5 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/modules/malware-scheduling/class-itsec-malware-scheduling.php(29): ITSEC_Malware_Scheduling_Scanner::scan()",
    "#6 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php(324): ITSEC_Malware_Scheduling->run_scan()",
    "#7 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()",
    "#8 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/plugin.php(517): WP_Hook->do_action()",
    "#9 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/class-itsec-scheduler.php(383): do_action()",
    "#10 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/class-itsec-scheduler-page-load.php(261): ITSEC_Scheduler->call_action()",
    "#11 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/class-itsec-scheduler-page-load.php(233): ITSEC_Scheduler_Page_Load->run_recurring_event()",
    "#12 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/better-wp-security/core/lib/class-itsec-scheduler-page-load.php(184): ITSEC_Scheduler_Page_Load->run_due_now()",
    "#13 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php(324): ITSEC_Scheduler_Page_Load->init()",
    "#14 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()",
    "#15 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/plugin.php(517): WP_Hook->do_action()",
    "#16 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-settings.php(727): do_action()",
    "#17 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-config.php(99): require_once('…')",
    "#18 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-load.php(50): require_once('…')",
    "#19 /var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-blog-header.php(13): require_once('…')",
    "#20 /var/www/vhosts/romwaterfowl.com/httpdocs/web/index.php(17): require('…')",
    "#21 {main}",
    "thrown"
    ]
    }

    I hope it will be okay

    Plugin Support Frank Remmy (woo-hc)

    (@frankremmy)

    9 months, 3 weeks ago

    Hi @fanny3880,

    Thanks for sharing the system report and the error log; they were helpful!

    Based on the log, a few things stood out that could be affecting the visibility of ordered items:

    • Your PHP execution time is currently set to 30 seconds, which may be too low since your orders contain many items or if WooCommerce is processing data from the HPOS system.
    • HPOS (High-Performance Order Storage) is enabled and syncing, but some plugins may not be fully compatible, which can cause item display issues.

    I would suggest you:

    1. Try raising the PHP execution time limit from 30 to 60 or 90 seconds. This helps prevent timeouts when loading larger orders. Your hosting provider can help with it.
    2. Go to WooCommerce → Settings → Advanced → Features → Order storage data and click on the ‘Sync X pending order(s)’ button you would see.
    3. Disable HPOS and see if the ordered items show up again: https://woocommerce.com/document/high-performance-order-storage/#disabling-hpos.

    I hope that helps. Let us know if you need anything else.

    Thread Starter GIRAUD

    (@fanny3880)

    9 months, 3 weeks ago

    Hey,

    Thank you for your reply. I’ve already made the change in WooCommerce.

    What method do you recommend for PHP? I’ve seen several options. Can’t we do it directly from WordPress? Do we have to do it on the host?

    Moses M. (woo-hc)

    (@mosesmedh)

    9 months, 3 weeks ago

    Hi @fanny3880,

    If you’re referring to increasing the max execution time in PHP, there are several ways to do it depending on your hosting environment. You can adjust it via the .htaccess file (for Apache), edit the php.ini file, modify the wp-config.php, or use a .user.ini file.

    However, the best approach is to first reach out to your hosting provider for guidance. Some hosts have these settings locked or limited, and even if you change it in wp-config.php — which is usually the easiest method — the change might not take effect unless it’s supported by the server.

    Thread Starter GIRAUD

    (@fanny3880)

    9 months, 3 weeks ago

    Thanks!

    It’s not easy…I’ll check with my host.

    For the moment, I don’t see any changes with the HPOS modification, perhaps with new orders.

    Plugin Support LovingBro (woo-hc)

    (@lovingbro)

    9 months, 3 weeks ago

    Hi @fanny3880,

    I understand this issue has been tricky to resolve, especially with no change yet after modifying HPOS settings and working through PHP configuration options. You’re doing a great job narrowing down the causes step by step, and checking in with your host for help with the execution time limit is a smart move.

    Since changes to order storage like disabling HPOS may not immediately affect existing orders, it’s worth placing a test order to confirm whether new ones now display line items correctly. That will help verify if the change had an effect.

    If the issue still persists with new orders as well, feel free to share another update and we’ll gladly keep looking into this with you! Let’s see how it goes!

    Thread Starter GIRAUD

    (@fanny3880)

    9 months, 3 weeks ago

    Hello,

    I looked at old orders this morning (before July 17th). The cart is clearly visible, I can see the items… And not even 5 minutes later, I looked again, nothing, just the order amount… I don’t understand this variable. There’s been nothing, no movement in the report… Does this mean anything to you? I tried making a test order, but there was no change.

    I hope the PHP adjustment will solve the problem…

    Thank you very much for your help, we feel less alone when faced with this bug…

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    9 months, 3 weeks ago

    Hi there,

    Thanks for the update. Once you’ve made the PHP adjustment, please monitor the issue to see if it resolves the problem.

    If you’re still experiencing the same issue afterward, I’d recommend creating a staging site for further testing. On the staging site, please:

    1. Deactivate all plugins except WooCommerce
    2. Place a few test orders to see if the issue with missing order details persists

    Since you mentioned that the order details appeared and then disappeared within minutes, this could also be related to caching. Please try the following steps:

    • Clear your object cache, server-side cache, and any plugin-based cache
    • View the same order in a private/incognito browser window or after clearing your browser cache

    You can use this plugin to quickly create a staging site:
    🔗 https://wordpress.org/plugins/wp-staging/

    Let us know how it goes — we’re here to help!

Viewing 15 replies - 1 through 15 (of 26 total)
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The topic ‘Order’ is closed to new replies.

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