Support » Plugin: WooCommerce » Products disappearing from shop
Products disappearing from shop
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Hi, I have had a number of occurrences of products becoming hidden on my shop without anyone changing the setting in the backend. The shop launches once a week and certain products are selected to be viewable whilst the remainder stay hidden as they are not for sale that week. Each selected product is set to ‘catalogue and search’ in the visibility section and the shop is launched. At some point over the next few days with no outside input from any admins, some products reset to ‘hidden’ and are not, therefore, available for sale.
Have you seen this behaviour before? Any clues as to what is causing it?
Let me know if you need any more info.
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Hello,
At some point over the next few days with no outside input from any admins, some products reset to ‘hidden’ and are not, therefore, available for sale.
Was it working properly before? Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.
@maykato thank you for your reply.
Yes, it has worked previously and there doesn’t seem to be any particular stimulus for the behaviour to start happening. The first occurrence was some time ago (a few months) but I put it down to the other admin user not doing something correctly. Now it’s happened another couple of times it needs looking into.
Here is my system report:
### WordPress Environment ### WordPress address (URL): https://thebakehouse-onlinestore.com Site address (URL): https://thebakehouse-onlinestore.com WC Version: 5.6.0 REST API Version: ✔ 5.6.0 WC Blocks Version: ✔ 5.5.1 Action Scheduler Version: ✔ 3.2.1 WC Admin Version: ✔ 2.5.1 Log Directory Writable: ✔ WP Version: 5.8.1 WP Multisite: – WP Memory Limit: 2 GB WP Debug Mode: – WP Cron: ✔ Language: en_GB External object cache: – ### Server Environment ### Server Info: LiteSpeed PHP Version: 7.4.23 PHP Post Max Size: 1 GB PHP Time Limit: 180 PHP Max Input Vars: 3000 cURL Version: 7.71.0 OpenSSL/1.1.1d SUHOSIN Installed: – MySQL Version: 5.5.5-10.3.31-MariaDB-cll-lve Max Upload Size: 1 GB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ ### Database ### WC Database Version: 5.6.0 WC Database Prefix: _9BK_ Total Database Size: 157.25MB Database Data Size: 119.25MB Database Index Size: 38.00MB 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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) Connected to WooCommerce.com: – ### WC Pages ### Shop base: #15 - /shop/ Basket: #16 - /cart/ Checkout: #17 - /checkout/ My account: #18 - /my-account/ Terms and conditions: ❌ Page not set ### Theme ### Name: Storefront Version: 3.7.0 (update to version 3.8.1 is available) Author URL: https://woocommerce.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: storefront/woocommerce/emails/customer-processing-order.php ### Action Scheduler ### Complete: 617 Oldest: 2021-08-29 10:55:09 +0100 Newest: 2021-09-09 12:39:13 +0100 Pending: 4 Oldest: 2021-09-09 17:09:45 +0100 Newest: 2021-09-14 22:21:27 +0100 ### Status report information ### Generated at: 2021-09-09 16:18:41 +01:00Hi @mparsons501979,
Just to cross-check, when you go to the edit product page of the products that disappear from the shop, are their
Catalog visibilitysettings set to Shop and search results or Hidden?I ask because I see you have some caching going on. Thus, there’s a possibility that the products are just not displayed due to caching rather than changed settings in the backend.
Let us know what you find.
Thanks.@abwaita when we check the setting in the backend, the visibility is set to ‘hidden’ despite us manually changing it to ‘catalog & search’.
Yes, I use a caching plugin (LiteSpeed cache) and have suspected there may be an issue here but the plugin is advertised as only caching what WooCommerce tells it to cache so I have not specified anything to exclude.
Let me know if I need to make any changes here.
I’d recommend creating a staging site, activate WooCommerce and the Storefront theme only, and test to see if the same issue appears on that environment. Your hosting company may offer staging functionality. If not, you can create a staging site using a plugin called WP Staging: https://wordpress.org/plugins/wp-staging/
If the issue disappears on the staging site, that means your site is experiencing a conflict with your theme or plugin – in which case, you’d want to run a full conflict test as explained here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/
@maykato I’ve already got a staging site using WPStaging and haven’t tested it exhaustively to see if I can recreate the same issue. I guess it’s an option but my reason for raising a ticket here was to see if this was a recognised issue and whether there was a known fix. By the sounds of it, it’s not so my next step will be to speak to Litespeed to see if they recognise this as a problem with cache settings. Then I can try to set up a testing regime on the staging site but I know this will be a potentially long and arduous journey.
my reason for raising a ticket here was to see if this was a recognised issue and whether there was a known fix.
Typically, if there are any known bugs with WooCommerce, you can find them on GitHub (https://github.com/woocommerce/woocommerce/issues), but I don’t see anything related to the issue that your site is experiencing.
Also, I have tried this on my test sites which have the latest versions of WordPress, WooCommerce and Storefront(default) theme, and I could not reproduce it. So I believe this issue is coming specifically for your site – it’s likely caused by theme, another plugin or custom coding.
You can check with the Litespeed developers too. Otherwise, the best way to determine the culprit is testing on your staging site.
We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.
@maykato that’s fine to mark it as resolved and thank you for your help
@maykato sorry to revisit this ticket but I’ve discovered what’s been happening that’s caused certain products to disappear and thought I’d share with you.
The shop is launched each week in 2 phases.
Phase 1 – me or another admin will go through the products and select what is being shown on the shop page for the coming week. We do this by clicking ‘quick edit’ and then changing the visibility to ‘catalog & search’. Once all products are showing we move to phase 2 a little later that same day.
Phase 2 – we go through the now visible products and add stock using the ‘quick edit’ function once again. What I’ve spotted is that some products are pre-selected as ‘hidden’ in the visibility drop-down despite them actually being visible in the shop. So when we navigate to the stock section and input our stock quantity and click ‘update’, we hadn’t noticed that the visibility was showing ‘hidden’ rather than ‘catalog & search’ so of course the site makes it hidden and the product disappears from view.
Make sense? It’s an odd one as not all products have the same problem. The vast majority still have ‘catalog & search’ as the pre-selected option which is why we didn’t see all the products disappear. But for some reason, a number do have ‘hidden’ pre-selected and, unless you’re looking out for it, you’ll miss it and hide products by accident.
Do you still think this could be a plugin conflict? I’m yet to test it on my staging site tbh, just wondered if this was something you’d seen before.
Many thanks
Hi @mparsons501979,
We haven’t seen any other instances of this issue yet, and trying the conflict test (https://docs.woocommerce.com/document/how-to-test-for-conflicts/) on your staging site seems to be the best course of action so we can make sure that this issue is reproducible using just the Storefront theme and the WooCommerce plugin. Like Maykato said earlier, this is likely caused by the theme, another plugin, or custom coding.
Please update us with your findings!
- The topic ‘Products disappearing from shop’ is closed to new replies.
