We’re sorry error

  • Resolved qwik3r

    (@qwik3r)


    4 years, 9 months ago

    A customer emailed saying they are getting the following error while attempting to checkout with a subscription product (I’m not sure if this is related solely to a subscription product): https://share.getcloudapp.com/eDuy0bkl

    “We’re sorry things don’t appear to be working at the moment”.

    I checked the error log and I see nothing in there that would indicate a problem. I saw orders come through for PayPal today and I tested checkout myself and it worked fine.

    Any idea why that would be?

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Tseten a11n

    (@tibetanitech)

    4 years, 8 months ago

    Hi @qwik3r

    To confirm, did you do a test purchase with the same subscription product that your customer mentioned? Are you able to replicate this same error?

    Thread Starter qwik3r

    (@qwik3r)

    4 years, 8 months ago

    Now i’m getting this error in my PayPal account:

    There was error retrieving applications. Please try again.

    If you wish to report this error please include the following error id: d072e5e76e960

    https://share.getcloudapp.com/Kou4KBXk

    The app that WAS there is no longer there…

    Plugin Support Niall a11n

    (@wpniall)

    4 years, 8 months ago

    Hi @qwik3r,

    Thanks for the update!

    There was error retrieving applications. Please try again.

    If you wish to report this error please include the following error id: d072e5e76e960

    https://share.getcloudapp.com/Kou4KBXk

    The app that WAS there is no longer there…

    Hmm, that is definitely very strange behavior. It is not yet clear whether the issues lie on the PayPal side or the WooCommerce side.

    I think the best option here will be to take a closer look at the site. Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there. Thank you!

    Thread Starter qwik3r

    (@qwik3r)

    4 years, 8 months ago

    It was a PayPal outage, that has been resolved.

    Now regarding the customer who saw the “we’re sorry” error.

    I asked them about their account. They are in the Netherlands and using their paypal balance, nothing seems unusual. I tried my own paypal account and someone else’s as a test order using a live key and it worked fine. So why would this person’s account give them this error?

    Plugin Support Jess – a11n

    (@jlundie)

    4 years, 8 months ago

    Hi @qwik3r,

    Thanks for getting back to us on this! That “we’re sorry” error can be very tricky to troubleshoot, as it doesn’t usually give any additional details on why it happened, even in the logs.

    Could you let us know if this customer has tried to check out again and are still seeing this error? Is this a repeat thing for this customer every time they try to check out on your site?

    Also, could you please go to WooCommerce > Settings > Payments > PayPal Checkout and enable debug logging for PayPal if it wasn’t enabled previously? If they do see this error repeatedly, we can check the logs to see if there is anything there that might help us determine the cause of this.

    Thank you!

    Thread Starter qwik3r

    (@qwik3r)

    4 years, 8 months ago

    They tried several times and could not check out, getting the same error.

    I had debugging on already and there isn’t anything that appears to be out of the ordinary.

    2021-07-06T17:48:42+00:00 WARNING No token stored for customer 2981.

    There are errors in the fatal error log relating to the plugin however: 

    
2021-07-10T04:32:19+00:00 CRITICAL Uncaught WooCommerce\PayPalCommerce\Button\Exception\RuntimeException: Could not validate nonce. in ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-requestdata.php:50
Stack trace:
#0 ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-dataclientidendpoint.php(69): WooCommerce\PayPalCommerce\Button\Endpoint\RequestData->read_request()
#1 ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/class-buttonmodule.php(111): WooCommerce\PayPalCommerce\Button\Endpoint\DataClientIdEndpoint->handle_request()
#2 ///public_html/wp-includes/class-wp-hook.php(292): WooCommerce\PayPalCommerce\Button\ButtonModule::WooCommerce\PayPalCommerce\Button\{closure}()
#3 ///public_html/wp-includes/class-wp-hook in ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-requestdata.php on line 50

2021-07-10T09:26:54+00:00 CRITICAL Uncaught WooCommerce\PayPalCommerce\Button\Exception\RuntimeException: Could not validate nonce. in ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-requestdata.php:50
Stack trace:
#0 ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-dataclientidendpoint.php(69): WooCommerce\PayPalCommerce\Button\Endpoint\RequestData->read_request()
#1 ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/class-buttonmodule.php(111): WooCommerce\PayPalCommerce\Button\Endpoint\DataClientIdEndpoint->handle_request()
#2 ///public_html/wp-includes/class-wp-hook.php(292): WooCommerce\PayPalCommerce\Button\ButtonModule::WooCommerce\PayPalCommerce\Button\{closure}()
#3 ///public_html/wp-includes/class-wp-hook in ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-requestdata.php on line 50

2021-07-10T09:54:40+00:00 CRITICAL Uncaught WooCommerce\PayPalCommerce\Button\Exception\RuntimeException: Could not validate nonce. in ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-requestdata.php:50
Stack trace:
#0 ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-dataclientidendpoint.php(69): WooCommerce\PayPalCommerce\Button\Endpoint\RequestData->read_request()
#1 ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/class-buttonmodule.php(111): WooCommerce\PayPalCommerce\Button\Endpoint\DataClientIdEndpoint->handle_request()
#2 ///public_html/wp-includes/class-wp-hook.php(292): WooCommerce\PayPalCommerce\Button\ButtonModule::WooCommerce\PayPalCommerce\Button\{closure}()
#3 ///public_html/wp-includes/class-wp-hook in ///public_html/wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-button/src/Endpoint/class-requestdata.php on line 50

    `

    • This reply was modified 4 years, 8 months ago by qwik3r.
    Plugin Support Abhi G. a11n

    (@theabhig)

    4 years, 8 months ago

    Hi @qwik3r

    Thanks for sharing the logs.

    I can see this issue is coming from the PayPal Payments extension, which is supported by our marketplace partners.

    To help troubleshoot this, we will need to forward this on to them directly.

    Please navigate to here:
    https://woocommerce.com/my-account/create-a-ticket/

    You may need to create an account before you can access that page.

    Next, from the dropdown, please select PayPal Payments:


    Link to image: https://d.pr/i/F9f7MC

    Please include a link to this forum thread, and provide the error logs so that our partners can see what has already been discussed.

    They will be able to help you further there.

    Thanks!

Viewing 7 replies - 1 through 7 (of 7 total)

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