• Resolved Pendco

    (@lpshare)


    My customers have been unable to shop on my ecommerce website for the last two days. The cart hangs up at the checkout and just swirls. There are several fatal errors coming back that are received both from my end and the host’s end…I can’t list them all here.

    After 5 hours on the phone with now 3 advanced support agents that are completely dumbfounded and now more frustrated than I am, I can tell you that something with this plugin ain’t right. All of their explanations surround woocommerce.

    I’m now off to pay for managed hosting support to see if they can figure this out, and I hope no one else has to go through this.

    If I get more specifics on what more they learn I’ll add them, just an fyi for the developers.

Viewing 8 replies - 1 through 8 (of 8 total)
  • Thread Starter Pendco

    (@lpshare)

    Okay, this is the subject line of the email from tech support to the managed support queue:

    “checkout shows never ending loading animation over the shopping cart widget when shipping options are available”

    Along with this error, which was reported by my customers, we also received fatal errors, and critical errors.

    Mirko P.

    (@rainfallnixfig)

    Hi @lpshare,

    Without being able to visit your website is quite difficult to figure out the issue but I understand that there is a loading spinner on your checkout page that does not let customers complete an order.

    We’ve seen this occurring on websites with an incompatible theme/plugin. As a first step, you will want to do a conflict test to see if the issue is caused by a plugin/theme conflict with WooCommerce.

    Here are the steps for doing a conflict test: https://docs.woocommerce.com/document/how-to-test-for-conflicts/.

    If the conflict test doesn’t help resolve the issue, we would need to take a closer look at your setup – so please provide us the following:

    • 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.
    • Fatal Error Log: Share a copy of any fatal error log found under WooCommerce > Status > Logs (if available).

    Thanks!

    Thread Starter Pendco

    (@lpshare)

    Thanks for your reply and assistance!

    I was initially told that the conflict was with WooCommerce Advanced Shipping plugin which also has a companion plugin: WooCommerce Advanced Shipping: Advanced Pricing

    When those plugins were deactivated, the issues still persisted and we were unable to add to cart, edit cart, or checkout.

    Here’s the system stauts report, I did not see a fatal error log report, however I have screen shots of a few of the issues that surfaced sometime today. I’ll see if I can either attach or copy and paste.

    
    ### WordPress Environment ###
    
    WordPress address (URL): https://www.tysconsciouskitchen.com
    Site address (URL): https://www.tysconsciouskitchen.com
    WC Version: 6.2.1
    REST API Version: ✔ 6.2.1
    WC Blocks Version: ✔ 6.7.3
    Action Scheduler Version: ✔ 3.4.0
    WC Admin Version: ✔ 3.1.0
    Log Directory Writable: ✔
    WP Version: 5.9.1
    WP Multisite: –
    WP Memory Limit: 512 MB
    WP Debug Mode: ✔
    WP Cron: –
    Language: en_US
    External object cache: –
    
    ### Server Environment ###
    
    Server Info: Apache
    PHP Version: 8.0.16
    PHP Post Max Size: 100 MB
    PHP Time Limit: 30
    PHP Max Input Vars: 3000
    cURL Version: 7.81.0
    OpenSSL/1.1.1m
    
    SUHOSIN Installed: –
    MySQL Version: 5.7.37
    Max Upload Size: 64 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
    ### Database ###
    
    WC Database Version: 6.2.1
    WC Database Prefix: wp_
    Total Database Size: 498.53MB
    Database Data Size: 298.65MB
    Database Index Size: 199.88MB
    wp_woocommerce_sessions: Data: 2.52MB + Index: 0.08MB + Engine InnoDB
    wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_woocommerce_order_items: Data: 3.52MB + Index: 1.52MB + Engine InnoDB
    wp_woocommerce_order_itemmeta: Data: 21.56MB + Index: 21.06MB + Engine InnoDB
    wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_woocommerce_payment_tokens: Data: 0.08MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_payment_tokenmeta: Data: 0.16MB + Index: 0.16MB + Engine InnoDB
    wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_actionscheduler_actions: Data: 1.08MB + Index: 0.41MB + Engine MyISAM
    wp_actionscheduler_claims: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_actionscheduler_groups: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    wp_actionscheduler_logs: Data: 0.64MB + Index: 0.51MB + Engine MyISAM
    wp_cartbounty: Data: 0.03MB + Index: 0.00MB + Engine MyISAM
    wp_cartbounty_pro: Data: 1.45MB + Index: 0.06MB + Engine MyISAM
    wp_cartbounty_pro_coupons: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_cartbounty_pro_emails: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_cartbounty_pro_products: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_cartflows_ca_cart_abandonment: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
    wp_cartflows_ca_email_history: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_cartflows_ca_email_templates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_cartflows_ca_email_templates_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_cartflows_visits: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_cartflows_visits_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_commentmeta: Data: 0.31MB + Index: 0.31MB + Engine InnoDB
    wp_comments: Data: 17.55MB + Index: 15.09MB + Engine InnoDB
    wp_csp3_subscribers: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_e_submissions: Data: 0.01MB + Index: 0.04MB + Engine MyISAM
    wp_e_submissions_actions_log: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    wp_e_submissions_values: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
    wp_fsmpt_email_logs: Data: 3.51MB + Index: 0.01MB + Engine MyISAM
    wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_ms_snippets: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_options: Data: 7.45MB + Index: 0.39MB + Engine InnoDB
    wp_pmxi_files: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_pmxi_hash: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_pmxi_history: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_pmxi_images: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_pmxi_imports: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_pmxi_posts: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_pmxi_templates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_postmeta: Data: 81.61MB + Index: 57.17MB + Engine InnoDB
    wp_posts: Data: 18.52MB + Index: 9.06MB + Engine InnoDB
    wp_seopress_significant_keywords: Data: 0.03MB + Index: 0.04MB + Engine MyISAM
    wp_snippets: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_statistics_exclusions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_statistics_historical: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_statistics_pages: Data: 7.65MB + Index: 13.56MB + Engine MyISAM
    wp_statistics_search: Data: 4.09MB + Index: 1.60MB + Engine MyISAM
    wp_statistics_useronline: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_statistics_visit: Data: 0.01MB + Index: 0.02MB + Engine MyISAM
    wp_statistics_visitor: Data: 19.52MB + Index: 16.29MB + Engine MyISAM
    wp_statistics_visitor_relationships: Data: 13.68MB + Index: 19.62MB + Engine MyISAM
    wp_termmeta: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
    wp_terms: Data: 0.09MB + Index: 0.09MB + Engine InnoDB
    wp_term_relationships: Data: 0.19MB + Index: 0.13MB + Engine InnoDB
    wp_term_taxonomy: Data: 0.09MB + Index: 0.11MB + Engine InnoDB
    wp_usermeta: Data: 31.56MB + Index: 33.13MB + Engine InnoDB
    wp_users: Data: 2.52MB + Index: 4.55MB + Engine InnoDB
    wp_wc_admin_notes: Data: 0.03MB + Index: 0.00MB + Engine MyISAM
    wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
    wp_wc_category_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_wc_customer_lookup: Data: 0.76MB + Index: 0.56MB + Engine MyISAM
    wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_order_coupon_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    wp_wc_order_product_lookup: Data: 2.52MB + Index: 1.84MB + Engine MyISAM
    wp_wc_order_stats: Data: 0.95MB + Index: 0.56MB + Engine MyISAM
    wp_wc_order_tax_lookup: Data: 0.36MB + Index: 0.38MB + Engine MyISAM
    wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
    wp_wc_rate_limits: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    wp_wc_reserved_stock: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_exported_csv_items: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_wpforms_entries: Data: 1.26MB + Index: 0.03MB + Engine MyISAM
    wp_wpforms_entry_fields: Data: 0.70MB + Index: 0.14MB + Engine MyISAM
    wp_wpforms_entry_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_wpforms_logs: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    wp_wpforms_tasks_meta: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
    wp_wpmailsmtp_attachment_files: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wpmailsmtp_debug_events: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
    wp_wpmailsmtp_emails_log: Data: 51.52MB + Index: 0.42MB + Engine InnoDB
    wp_wpmailsmtp_email_attachments: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wpmailsmtp_email_tracking_events: Data: 0.25MB + Index: 0.25MB + Engine InnoDB
    wp_wpmailsmtp_email_tracking_links: Data: 0.34MB + Index: 0.09MB + Engine InnoDB
    wp_wpmailsmtp_tasks_meta: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
    
    ### Post Type Counts ###
    
    acf-field: 1
    acf-field-group: 1
    attachment: 410
    br_minmax_limitation: 4
    custom_css: 1
    customize_changeset: 3
    dtwcbe_woo_library: 1
    elementor_library: 27
    mc4wp-form: 1
    nav_menu_item: 31
    oembed_cache: 21
    page: 26
    post: 196
    product: 53
    product_variation: 3
    revision: 3274
    seedprod: 2
    seopress_404: 13193
    shop_coupon: 4
    shop_order: 13154
    shop_order_refund: 11
    wp_global_styles: 1
    wpforms: 2
    
    ### Security ###
    
    Secure connection (HTTPS): ✔
    Hide errors from visitors: ❌Error messages should not be shown to visitors.
    
    ### Active Plugins (33) ###
    
    Actions Pack: by Wpfolk – 2.3.9
    Advanced Custom Fields PRO: by Delicious Brains – 5.12
    Akismet Anti-Spam: by Automattic – 4.2.2
    Code Snippets: by Code Snippets Pro – 2.14.3
    Coming Soon Page, Maintenance Mode & Landing Pages by SeedProd: by SeedProd – 6.9.0.8
    Elementor Pro: by Elementor.com – 3.6.3
    Elementor: by Elementor.com – 3.5.6
    Erident Custom Login and Dashboard: by Libin V Babu – 3.5.9
    Facebook for WooCommerce: by Facebook – 2.6.11
    Hide WooCommerce Product Shipping Information: by Caleb Burks – 1.0
    Jetpack: by Automattic – 10.6
    MC4WP: Mailchimp for WordPress: by ibericode – 4.8.6
    Min and Max Quantity for WooCommerce: by BeRocket – 1.3.2.3
    Ocean Extra: by OceanWP – 1.9.3
    PHP Compatibility Checker: by WP Engine – 1.5.2
    WooCommerce Weight Based Shipping +: by weightbasedshipping.com – 5.3.19
    CartBounty Pro - Save and recover abandoned carts for WooCommerce: by Streamline.lv – 9.7.2.2
    WooCommerce Advanced Shipping - Advanced Pricing: by Jeroen Sormani – 2.2.1
    WooCommerce Advanced Shipping: by Jeroen Sormani – 1.1.0
    WooCommerce Customer/Order/Coupon CSV Import Suite: by SkyVerge – 3.8.7
    WooCommerce Stripe Gateway: by WooCommerce – 6.2.0
    WooCommerce PayPal Payments: by WooCommerce – 1.6.5
    WooCommerce Sequential Order Numbers: by SkyVerge – 1.9.5
    WooCommerce - ShipStation Integration: by WooCommerce – 4.1.48
    WooCommerce: by Automattic – 6.2.1
    StoreCustomizer: by Kaira – 2.3.7
    WP Fastest Cache: by Emre Vona – 0.9.9
    WP Mail SMTP Pro: by WPForms – 3.3.0
    WP Rollback: by GiveWP.com – 1.7.1
    SEOPress PRO: by SEOPress – 5.4.3
    SEOPress: by SEOPress – 5.4.4
    WPForms Custom Captcha: by WPForms – 1.3.2
    WPForms: by WPForms – 1.7.2.2
    
    ### Inactive Plugins (5) ###
    
    CartBounty - Save and recover abandoned carts for WooCommerce: by Streamline.lv – 7.1.2.3
    CartFlows: by CartFlows Inc – 1.8.2
    CartFlows Pro: by CartFlows Inc – 1.8.0
    WP Mail SMTP: by WPForms – 3.3.0
    WP Statistics: by VeronaLabs – 13.1.6
    
    ### Dropin Plugins (1) ###
    
    maintenance.php: maintenance.php
    
    ### Settings ###
    
    API Enabled: –
    Force SSL: –
    Currency: USD ($)
    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)
    
    Connected to WooCommerce.com: –
    
    ### WC Pages ###
    
    Shop base: #40 - /shop/
    Cart: #7028 - /cart/
    Checkout: #7029 - /checkout/
    My account: #7030 - /my-account/
    Terms and conditions: #42 - /terms-and-conditions/
    
    ### Theme ###
    
    Name: OceanWP
    Version: 3.1.3
    Author URL: https://oceanwp.org/about-me/
    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: oceanwp/woocommerce/cart/mini-cart.php
    oceanwp/woocommerce/content-single-product.php
    oceanwp/woocommerce/loop/loop-start.php
    oceanwp/woocommerce/single-product/title.php
    
    ### WooCommerce PayPal Payments ###
    
    Onboarded: ✔
    Shop country code: US
    WooCommerce currency supported: ✔
    PayPal card processing available in country: ✔
    Pay Later messaging available in country: ✔
    Webhook status: –
    Vault enabled: ✔
    Logging enabled: –
    Reference Transactions: –
    Used PayPal Checkout plugin: ✔
    
    ### Action Scheduler ###
    
    Complete: 3,996
    Oldest: 2022-02-20 16:08:16 -0500
    Newest: 2022-02-28 19:33:12 -0500
    
    Pending: 11
    Oldest: 2022-02-28 19:48:12 -0500
    Newest: 2022-03-07 14:00:04 -0500
    
    ### Status report information ###
    
    Generated at: 2022-02-28 19:39:40 -05:00
    
    • This reply was modified 2 years, 3 months ago by Pendco.
    • This reply was modified 2 years, 3 months ago by Pendco.
    Mirko P.

    (@rainfallnixfig)

    Hi @lpshare,

    Upon checking your System Status Report I can see you still have 33 active plugins.

    ### Active Plugins (33) ###

    Did you have a chance to read the documentation I shared above and perform a full conflict test? For your convenience, I’m going to summarize the steps to follow here:

    • Temporarily switch your theme to Storefront
    • Disable all plugins except for WooCommerce
    • Repeat the action that is causing the problem

    If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated.

    To figure out which plugin is causing the problem, reactivate your theme first and check again. Then, your other plugins one by one, testing after each, until you find the one causing conflict.

    If you can’t do the conflict test on your live site, we suggest creating a staging site using the free WP Staging plugin – https://wordpress.org/plugins/wp-staging/.

    Let us know how it goes.

    Thread Starter Pendco

    (@lpshare)

    Hey @rainfallnixfig!

    I saw it, however 3 tech support agents had already performed those tests earlier so I didn’t think I needed to do it, but I am glad I did anyway! One said it was a shipping plugin the other said it was woocommerce, the 3rd had no clue.

    Since the site was down anyway, I decided to try all of it myself using your instructions and was able to find that it was actually three plugins in error: WooCommerce Advanced Shipping, PayPal & Stripe. While testing each I found they all produced the loading spinner on the checkout page preventing completion of the transaction.

    As a workaround to the plugins, I used the shipping functionality built within WooCommerce for my US customers, and I’ll have to add the Intl. shipping later. I also found that the PayPal function within WooCommerce settings worked fine, even without the activation of the separate PayPal plugin!…interesting.

    There’s still more to do but at least the site is back up and functional. The paid managed hosting team said they’d get to me in a couple of days, so for me, waiting wasn’t an option. Thanks for pushing me LOL!

    I appreciate your support and guidance, thanks again!

    Plugin Support Paulo P – a11n

    (@paulostp)

    Hello,

    Thanks for writing back! It’s great that you were able to start solving the issue with your shop.

    it was actually three plugins in error: WooCommerce Advanced Shipping, PayPal & Stripe. While testing each I found they all produced the loading spinner on the checkout page preventing completion of the transaction

    The fact that 3 different plugins are having the same issue leads to me to believe that it’s a conflict with your current theme, like Mirko hinted at earlier.

    I would suggest you create the staging site, so you can perform extensive troubleshooting without affecting the live site. Then, the first step would be activating the Storefront theme.

    Please let us know if we can be of any further assistance.

    Thread Starter Pendco

    (@lpshare)

    Thanks for your support! I was able to setup the staging site and do more extensive testing. There was a theme
    update and luckily the checkout error did resolve. I still have my work cut out for me but at least the site is open and running. Thanks again!

    Hi @lpshare

    Thank you for the update. Glad to hear your site is working now! I’m marking this thread as resolved now. If you have any further questions, please feel free to create a new topic.

Viewing 8 replies - 1 through 8 (of 8 total)
  • The topic ‘WooCommerce Shop Is No Longer Working’ is closed to new replies.