Order attribution tracking is lost after plugin update
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Hi there,
I lost the order attribution tracking on my two websites from 18th June onwards after I updated the woocommerce plugin to version 9.0.2.
Under the Origin column it shows unkown now conversely it use to display the order source, medium, campaign etc before. Could you extend your support to sort this issue out asap please?
Best Regards,
Chirag
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Awaiting your response here, it’s urgent please.
Can someone get back to my query at the earliest?
Hi @chirag2
Thank you for reaching out — we’re happy to help!
As I understand, you are referring to the screen at
wp-admin > Analytics > Orders
. Correct?Nothing in the changelog of WooCommerce suggests such a chance with version 9.0.2, I’m afraid.
Just to clarify, are you seeing this with only the WooCommerce plugin active at the site, or otherwise?
When testing this, with a test site of mine, I can see the column and is being populated as expected.
Could you please provide us with a screenshot, so that we can see what you are describing?
If you don’t already have a screenshot service installed, https://snipboard.io is a good option – for uploading it there, and sharing the link here afterward.
There is also a walkthrough guide here: https://en.support.wordpress.com/make-a-screenshot/We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.
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This reply was modified 7 months, 2 weeks ago by
anastas10s. Reason: added changelog link
Hi @anastas10s ,
Many thanks for your response!
The issue is regarding the order attribution tracking which is under woocommerce > settings > advanced > features and then tick in the checkbox which enables the order attribution tracking on the website for all the incoming orders.
This feature was working perfectly fine untill 17th June but then there was a database update on 18th June & from that day onwards, the traking has been completely disabled by woocommerce, not sure why. You can view this in the below attached screenshot.
I tried going into the settings again & checked the checkbox but everything was perfectly fine as per adviced by woocommerce but the feature hasn’t been working at all ever since.
I have attached the screenshot here https://snipboard.io/eX8L6H.jpg for your better understanding of the isuue & providing the quick resolution.
Look forward to hearing from you at the earliest possible.
Thanks,
Chirag
Hey, @chirag2!
Thanks for the screenshot and for clarifying!
As my colleague mentioned, I was also not able to replicate this issue on my website. There the column is showing the information as expected.
Besides updating WooCommerce, have you made any other changes to the website?
It is possible another plugin is interfering with this. Can you please run a conflict test to check it?
To test, you’ll first want to change the theme on your site to Storefront, then check to see if the issue is still present. It is best to run a test order after switching the theme to make sure. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you.
If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and take a look. If that fixes the problem, re-enable the other plugins one by one (gradually), checking after each, to see where the issue is coming from.
— Be sure you have a good backup in place of your full site and database. You can ask your host for backup functionality or you can consider using a service like Jetpack. If something goes wrong, you will be able to restore it.
— Also, you can consider using a plugin like Health Check & Troubleshooting. This is a plugin developed by the WordPress community and it is helpful to disable plugins without affecting your current site visitors.
— It is important to consider as well a staging functionality in case you would not like to touch your production site (you can ask your host if they offer this service), or you can use WP Staging for quickly spinning up a new test site.
You can find more about this in this guide.
Please let us know about your findings.
Have a wonderful day!
Hi @carolm29 @anastas10s,
Thanks guys for your response!
Please find the system status report beow:
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Thanks,
Chirag
Hi Chirag, @chirag2
Thanks for sharing the SSR with us. The best next step here is testing. Can you please try this with all other plugins disabled except WooCommerce (you can use one of the core payment options to place a few test orders), and using a default theme like Storefront, then see if the issue persists.
If it works fine, the next step would be enabling plugins one by one and placing test orders until you get the issue again, then you can confirm which plugin is the culprit.
Learn more here: https://woocommerce.com/document/how-to-test-for-conflicts/.
I hope this helps so far!
-OPHi There, @omarfpg
As per your recommendation, this activity has been performed but still no positive impact unfortunately.
Would you mind providing a perpectual solution to this issue as we are loosing a big time monitoring for incoming orders at this stage please?
Best Regards,
Chirag
Hey, @chirag2!
Thanks for testing.
I understand the importance of solving this quickly, and I assure you we will do everything we can to help you figure out what is going on as soon as possible.
Before providing a solution, we need to find out what is causing this on your website.
To confirm, you did a test order with all plugins but Woo deactivated and the Storefront theme active and it was still unknown, correct?
Can you please share the Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.Looking forward to your reply.
Have a wonderful day!
Hi @carolm29,
There are about 72 fatal errors as per report I could view from my wordpress and I have downloaded them all in a ZIP file. I’m not sure how can I share this file with you?
Just to let you know that I shared this report with you guys previously as well, last week if I remember it correctly but nothing moved on.
Could you let know the way to share this long 72 fatal errors ZIP file with you please as I’m unable to stick on the github link which you provided?
Look forward to hearing from you.
Best Regards,
Chirag
Hi @chirag2
To share the ZIP file containing the error reports, you can use a file-sharing service like Google Drive, Boxpuff, GoolDrive or Dropbox. Once you’ve uploaded the file there, you can share the link with us. If you’re not familiar with these services, I’d be happy to guide you through the process.
Also, I’m sorry to hear that your previous report wasn’t addressed. I assure you that we will look into this matter promptly once we receive the error reports.
Looking forward to hearing from you!
Hi @shameemreza,
Thanks for your response!
Please find below the google drive link for fatal error report:
https://drive.google.com/drive/u/0/folders/1PeBXwhUjo3ukyo7vmQmGxucJ2CKBNxUH
Please feel free to reach out in case you need any more information.
Look forward to hearing from you.
Best Regards,
Chirag
Hello @chirag2,
The Google Drive link seems to have restricted access level. Could you please change it to “anyone with the link” and share the link again?
Thanks!Hi @rajeshml
Apologize, please find the link below with an access:
https://drive.google.com/file/d/1XRca7-4sIpZsnahFWslpjuP7ZCswtFB-/view?usp=sharing
Best Regards,
Chirag
Hey, @chirag2!
Thanks, I was able to download the file.
I checked them all and here are my findings:
Most of the errors (65 of them) are coming from one plugin: Product Assembly / Gift Wrap / … Cost for WooCommerce.
You have some errors (7) about a script reaching maximum execution time, which can usually be solved by optimizing the database or increasing the execution time.
I don’t think those are related to the order attribution issue, but it is good to take a look at them to solve them 🙂
Can you please confirm for us if you made a new test order while running the conflict test? The reason I’m asking is because the orders that are set us unknown won’t change if the issue is gone. To test if it is gone, you would need to run a new order.
The next step in trying to figure this out would be switching the WooCommerce version to see if it changes anything.
We released version 9.1 this week, can you please update Woo and run a test order to see if it still shows as unknown? Please make sure you are not using Express Checkout on the test order, as they do show as unknown even when it is working.
If the issue persists, please try an older version (prior to 9.0.2) and run a test order to see.
You can find older versions to download here.
If you prefer, you can also use a plugin such as WP Rollback to help you with this process. You can find the plugin here.
Please let us know how it goes.
Have a wonderful day!
Hi @carolm29,
Thanks for your response & the time spent on the findings, appreciate it!
All right, let’s address this issue in a few bits now. First thing first, as I mentioned from the beginning that this issue has just not started happening with my one website but across my all three websites [ redundant link removed ] and we are here only talking about one [ redundant link removed ].
2. This plug-in which you’re talking about is not even installed in other two websites but why they have started facing the same issue from the same day I updated their WC database (18 June?
3. As you mentioned about the newer cersion of WC, I just updated my all 3 websites to the newer WC 9.1 version which was followed by a request to update the DB as well & I did that as well with all 3 websites.
4. I fairly understand that the order from unknown to the real source won’t change even if the issue was resolved but there have been new orders coming each day after the test was conducted but the source is still appearing as unknown?
Now I just placed an order after updating the WC version & DB but the source is still coming as unknown.
Please let me know the further resolution on this as I’m more than happy to work along with you guys to this issue out of the way from my all 3 websites.
Look forward to hearing from you.
Best Regards,
Chirag
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