‘File Not Found’ error for downloadable product orders

  • Resolved Allen Freeman

    (@allenfreeman)


    3 years, 4 months ago

    (NOTE: a similar support request from yesterday [https://www.ads-software.com/support/topic/file-not-found-when-using-product-download-link/] was mistakenly marked as “Solved”, as no solution is provided.)

    Orders for downloadable products present links to customers, but when those links are clicked the resulting page says “File Not Found”.

    All was working fine until yesterday afternoon.

    I tried the process suggested by @maykato in the prior ticket (turned off all plugins except woocommerce, changed the theme to storefront) but that did not resolve the ‘file not found’ error.

    Our downloadable products have always used the delivery setting of ‘X-Accel-Redirect/X-sendfile’ so the one suggestion in the previous ticket is not a solution.

    Any other ideas? Thank you!

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

Viewing 13 replies - 1 through 13 (of 13 total)
  • Thread Starter Allen Freeman

    (@allenfreeman)

    I’m concerned this issue is not a theme or plugin conflict, but something inherent in woocommerce. I deactivated all other plugins besides woo and used a default theme (storefront) in testing, and the link error still existed even then.

    I also tried using “Force Downloads” under File Download Method, but that did not work either.

    My hosting company also reviewed extensively and could not determine a cause of the error after several debugs and different ideas.

    I am posting the server config and woo-related plugins list below, if that is of any help in determining the cause of these non-working product download links:

    Site is running PHP: 7.4
    WordPress Version: 5.7.2
    woocommerce active 5.5.0

    Woocommerce related plugins and their current versions
    woo-order-export-lite active 3.1.9
    affiliatemgr-woo-product-specific-commission active 1.0.2
    autocomplete-woocommerce-orders active 1.3.6
    woocommerce-checkout-manager active 5.4.0
    minmax-quantity-for-woocommerce active 1.3.1.2
    woo-cart-abandonment-recovery active 1.2.13
    continue-shopping-for-woocommerce active 1.4.3
    woocommerce-coupon-codes-renamed-master active 1
    woocommerce-paypal-pro-payment-gateway active 2.9.6
    woo-custom-and-sequential-order-number active 2.6.0
    wpai-woocommerce-add-on active 3.2.6
    woo-custom-related-products active 1.3.2

    Thank you!

    Thread Starter Allen Freeman

    (@allenfreeman)

    
### WordPress Environment ###

WordPress address (URL): https://shop.standardlegal.com
Site address (URL): https://shop.standardlegal.com
WC Version: 5.5.0
REST API Version: ? 5.5.0
WC Blocks Version: ? 5.3.2
Action Scheduler Version: ? 3.2.1
WC Admin Version: ? 2.4.1
Log Directory Writable: ?
WP Version: 5.7.2
WP Multisite: –
WP Memory Limit: 64 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

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Server Info: Apache
PHP Version: 7.4.21
PHP Post Max Size: 64 MB
PHP Time Limit: 0
PHP Max Input Vars: 1000
cURL Version: 7.77.0
OpenSSL/1.1.1k

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Affiliates Manager WooCommerce Product Specific Commission: by wp.insider
affmngr – 1.0.2

Affiliates Manager MailPoet Integration: by wp.insider – 1.0.1
WP Affiliate Manager: by wp.insider
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Oldest: 2021-06-13 17:48:54 -0400
Newest: 2021-07-14 15:43:26 -0400

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Oldest: 2020-02-01 12:28:39 -0500
Newest: 2020-02-01 12:28:39 -0500

### Status report information ###

Generated at: 2021-07-14 16:21:28 -04:00
    Mirko P.

    (@rainfallnixfig)

    Hi @allenfreeman,

    Is the direct link to the file working correctly? You can access the link under Product data > General > Downloadable files > File URL.

    Also, if you go to the Edit Order page can you see the product under “Downloadable product permissions”?

    Thanks.

    Thread Starter Allen Freeman

    (@allenfreeman)

    Yes, the direct links are working.

    Yes, I can see the product under Downloadable product permissions in each order.

    This is an issue with every downloadable product in the store for every customer, not just one…

    The permanent solution to this error is to ensure that you have mod_xsendfile Apache module installed.

    The temporary solution would be to change product download option (This option comes with its own drawbacks).

    The two solution have been explained in detail in this article.

    Thread Starter Allen Freeman

    (@allenfreeman)

    Thanks @elvis89. I just had my hosting company add to the site/server the mod_xsendfile Apache module and htaccess code from the article instructions, but doing so did not resolve the issue.

    Thread Starter Allen Freeman

    (@allenfreeman)

    Perhaps another person experiencing this download link issue can try @elvis89 suggestion and report back if it worked for them? One test is not a conclusion.

    But it does seems odd that this download link functionality worked perfectly for years without the suggested apache module installed on our server…

    Plugin Author Barry

    (@barryhughes-1)

    There are quite a few voices in this thread and it’s not absolutely clear that everyone is facing the exact same problem, but let me share some notes that may be useful to at least some of you.

    Currently, WooCommerce supports three different file download methods:

    • Force Downloads
    • X-Accel-Redirect/X-Sendfile
    • Redirect Only

    However, each of those can fail for different reasons. Up until recently one of the ways in which we handled failures was via a set of fallbacks:

    • If the file cannot be served by X-Accel, fallback on Force Download
    • If the file cannot be served by Force Download, fallback on Redirect
    • If the file cannot be served by Redirect, display an error message

    However, in the 5.5.0 release, the fallback on the Redirect method was removed.

    But it does seems odd that this download link functionality worked perfectly for years without the suggested apache module installed on our server…

    Based on this, it is quite likely that you were (perhaps inadvertently) relying on the set of fallbacks I described above. However, the change I described (which was released in 5.5.0) prevented that from happening. What you would likely need to do, to restore things, is either:

    • Explicitly enable the Redirect Only download method (very fast and easy to do, but please read the rest of this note first of all)
    • Or, configure things so that you can successfully use one of the other methods (potentially more complex, depending on your hosting setup, but provides optimal protection for your digital products)

    More advice on digital product handling can be found here:

    docs.woocommerce.com/document/digital-downloadable-product-handling

    As you’ll see mentioned there, an issue to be aware of with the Redirect method is this:

    When users download a file, their link redirects to the file. Using this method means your files will be unprotected and whoever has the upload link will be able to access the file, even when they are not logged in.

    That is why the fallback was removed—we did not want merchants who had selected a method that avoids exposing the source URL of the asset (such as Force Download) to inadvertently have that URL exposed via the Redirect method.

    Thread Starter Allen Freeman

    (@allenfreeman)

    After reading all of the above, exchanging with Barry on github, and working with our hosting company, we found that installing the apache xsendfile mod to the server (as suggested from the article linked to by @elvis89) and putting the download files directly into the woo media folders (instead of serving them from a subdomain), that the X-Accel/Sendfile download method is now working for us.

    Thanks Elvis and Barry!

    Plugin Author Barry

    (@barryhughes-1)

    You’re welcome, and our apologies (to everyone) for the disruption.

    Just as a re-cap for others: it is quite possible your digital products were being served via a redirect (even if you had selected Force Download or X-Accel/X-Sendfile in the settings screen). So, changing that setting to Redirect Only is a probable quick fix in most cases and it sounds like a number of you have already discovered that.

    Of course, you may prefer to stick with one of the other options…but if they are not working then some configuration work may be needed. For that, please take a look at (and if you are talking to your hosting provider, refer them to) this article:

    docs.woocommerce.com/document/digital-downloadable-product-handling

    In the meantime we are exploring some further adjustments in response to this issue.

    @barryhughes-1 I have been using the force download option (until now) and I don’t think you’re right about products being served via redirect anyway, as previously when using forced download setting, the file would download straight to a downloads folder, whereas using the redirect option, it opens the file in a browser window (which also exposes the file URL – where the other method does not).
    I would prefer the files to download, rather than open, especially as I’m serving some audio files and these now open in a browser window using the redirect setting – and I know some less-than-tech-savvy people don’t always know how to download these.

    Plugin Author Barry

    (@barryhughes-1)

    Thanks for the note, @musikapublishing.

    There are at least a few possibilities here. The first is that the problem you are facing is, at core, of a different nature to that faced by the OP (even if there are similar symptoms).

    The second is that some of the force downloads were working as expected, and others were not (it may depend on individual file permissions, or it could be that files are stored in a range of different places—some local to your server and some not).

    The third is that the problem is exactly what I outlined, but the difference is explained by the fact that when the preferred option is Force Downloads, an initial attempt is made to serve the file that way and, as part of that attempt, a range of headers (think of these as hints or instructions, if you like) are sent to the browser first of all. Those are mostly incompatible with a redirect (which takes the form of a location header) so it would certainly be unusual but, depending on both the browser being used and actually the server-side setup, it’s just possible that would result in the redirect acting like a force download.

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    I’m closing this topic and archiving all of the “I have this problem too” replies.

    If you need support then per the forum guidelines please start your own topic.

    https://www.ads-software.com/support/forum-user-guide/faq/#i-have-the-same-problem-can-i-just-reply-to-someone-elses-post-with-me-too

    You can do so here.

    https://www.ads-software.com/support/plugin/woocommerce/

Viewing 13 replies - 1 through 13 (of 13 total)
  • The topic ‘‘File Not Found’ error for downloadable product orders’ is closed to new replies.