Sporadic “session expired” warning

  • Resolved georgiedavies

    (@georgiedavies)


    2 years, 11 months ago

    Hi

    I hope you can help. I am getting sporadic “session expired” warnings and customers baskets emptying on my store. This is something I haven’t been able to replicate reliably enough to do any sort of plugin conflict test as it doesn’t always happen.

    I have checkout and basket set to not cache in my caching plugin as I have read that this may be the cause but would you be able to help me figure out what is causing the issue?

    Thanks

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

Viewing 15 replies - 1 through 15 (of 23 total)

  • Hello,

    The link address you’ve shared doesn’t seem to be correct.
    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.

    Thread Starter georgiedavies

    (@georgiedavies)

    Hi @maykato

    Please find it below

    
### WordPress Environment ###

WordPress address (URL): https://yogipod.co.uk
Site address (URL): https://yogipod.co.uk
WC Version: 6.0.0
REST API Version: ? 6.0.0
WC Blocks Version: ? 6.3.3
Action Scheduler Version: ? 3.3.0
WC Admin Version: ? 2.9.4
Log Directory Writable: ?
WP Version: 5.8.2
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: –
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.25
PHP Post Max Size: 256 MB
PHP Time Limit: 600
PHP Max Input Vars: 10000
cURL Version: 7.79.1
OpenSSL/1.1.1l

SUHOSIN Installed: –
MySQL Version: 5.7.36
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.0.0
WC Database Prefix: wpqe_
Total Database Size: 53.49MB
Database Data Size: 45.06MB
Database Index Size: 8.43MB
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### Post Type Counts ###

amn_exact-metrics: 2
attachment: 1592
boxzilla-box: 3
cookielawinfo: 6
cs_template: 6
custom_css: 1
customize_changeset: 2
cwginstocknotifier: 69
email-forms: 3
giftcard: 4
jetpack_migration: 2
mc4wp-form: 1
ml-slide: 22
ml-slider: 9
nav_menu_item: 28
oembed_cache: 48
page: 43
popup_theme: 6
post: 115
product: 82
product_variation: 67
revision: 136
shop_coupon: 42
shop_order: 1035
shop_order_refund: 19
spucpt: 1
the_grid: 20
wdi_instagram: 1
wp_block: 2
wpforms: 1
wpgv_voucher_product: 4
x-portfolio: 10

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (32) ###

Akismet Anti-Spam: by Automattic – 4.2.1
Back In Stock Notifier for WooCommerce | WooCommerce Waitlist Pro: by codewoogeek – 2.4.3
Block Specific Spam Woo Orders: by guwii – 0.53
Code Snippets: by Code Snippets Pro – 2.14.3
GDPR Cookie Consent: by WebToffee – 2.0.6
Cornerstone: by Themeco – 6.1.4
Customer Reviews for WooCommerce: by CusRev – 4.32
Back In Stock Notifier for WooCommerce Add-on: Custom CSS: by codewoogeek – 1.3
Disable XML-RPC: by Philip Erb – 1.0.1
Forget About Shortcode Buttons: by Designs & Code – 2.1.2
Site Kit by Google: by Google – 1.47.0
Health Check & Troubleshooting: by The www.ads-software.com community – 1.4.5
Iconic Image Swap for WooCommerce: by Iconic  – 2.1.0
Smash Balloon Instagram Feed: by Smash Balloon – 2.9.8
Facebook for WordPress: by Facebook – 3.0.6
Sucuri Security - Auditing, Malware Scanner and Hardening: by Sucuri Inc. – 1.8.30
Content Dock: by Themeco – 2.0.6
Custom 404: by Themeco – 2.0.5
Email Forms: by Themeco – 2.0.5
Title Remover: by WPGurus – 1.2.1
UsageDD: by Dion Designs – 1.4.7
W3 Total Cache: by BoldGrid – 2.2.1
Abandoned Cart Reports For WooCommerce: by Small Fish Analytics – 2.6.2
Checkout Field Editor for WooCommerce: by ThemeHigh – 1.5.1
WooCommerce Stripe Gateway: by WooCommerce – 5.9.0
WooCommerce Google Analytics Integration: by WooCommerce – 1.5.5
WooCommerce PayPal Payments: by WooCommerce – 1.6.3
WooCommerce Shipping Estimates: by SkyVerge – 2.4.0
WooCommerce Ultimate Gift Card: by MakeWebBetter  – 2.7.3
WooCommerce: by Automattic – 6.0.0
Yoast SEO: by Team Yoast – 17.8
WPForms Lite: by WPForms – 1.7.1.2

### Inactive Plugins (5) ###

Hummingbird: by WPMU DEV – 3.1.3
Mailchimp for WooCommerce: by Mailchimp – 2.5.4
Smush Pro: by WPMU DEV – 3.9.0
WP-Optimize - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.2.1

WP STAGING: by WP-STAGING – 2.9.0

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Must Use Plugins (1) ###

WP STAGING Optimizer: by René Hermenau – 1.5.1

### Settings ###

API Enabled: ?
Force SSL: –
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
gift-card (gift-card)
grouped (grouped)
pw gift card (pw-gift-card)
simple (simple)
variable (variable)
wgm_gift_card (wgm_gift_card)

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: #855 - /shop/
Basket: #869 - /basket/
Checkout: #870 - /checkout/
My account: #871 - /my-account/
Terms and conditions: #905 - /shop-terms-and-conditions/

### Theme ###

Name: X
Version: 9.1.4
Author URL: https://theme.co
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: –

### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: GB
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: 9,759
Oldest: 2021-11-21 13:56:27 +0000
Newest: 2021-12-19 17:11:57 +0000

Pending: 10
Oldest: 2021-12-19 17:12:30 +0000
Newest: 2021-12-25 03:14:27 +0000

### Status report information ###

Generated at: 2021-12-19 17:12:12 +00:00
    Thread Starter georgiedavies

    (@georgiedavies)

    Hi @maykato is there any update? I would really like to get this sorted

    Hi @georgiedavies

    WP Cron: –

    I noticed that WordPress Cron is not enabled on your WordPress setup. Can you please contact your host and let them know? By default, WP-Cron should be enabled as WooCommerce relies on it for running scheduled jobs.

    It appears you are using a custom made theme. Can you please temporarily switch your theme to Storefront and disable all plugins except for WooCommerce to see if that fixes the issue?

    You are welcome to test this out on a staging site using a plugin like WP Staging.

    You can find a more detailed explanation on how to do a conflict test here.

    Thread Starter georgiedavies

    (@georgiedavies)

    Hi @margaretwporg

    WP-Cron has been re-enabled. The problem with trying to run a conflict test is I can’t always replicate the issue. Sometimes the session expires at checkout and sometimes it doesn’t. It can expire twice in a row and then not expire at all. The only reason I know it might have happened is if a customer lets me know.

    Is there anyway of looking at what might have happened without doing a plug in conflict as I’m not sure this will necessarily catch the problem as it is sporadic

    Thanks

    Mirko P.

    (@rainfallnixfig)

    Hi @georgiedavies,

    Please make sure that server-side caching is also disabled for cart and checkout pages. Your host should be able to check and help with this.

    Thanks.

    Thread Starter georgiedavies

    (@georgiedavies)

    Hi @rainfallnixfig

    I have checked with my host and they do not operate any server-side caching. Any other ideas?

    Thanks

    @georgiedavies

    Since we’re unable to reproduce the issue, could you set up a staging site and monitor for issues? This guide can help in this case

    Thread Starter georgiedavies

    (@georgiedavies)

    @oaoyadeyi yes I can do this but I am unsure what you mean by monitor for issues? The issue with the session expiring is sporadic and not something that I can always recreate. How will setting up a staging site help wit identifying issues when there will be no live orders being made?

    Mirko P.

    (@rainfallnixfig)

    Hi @georgiedavies,

    Thanks for getting back to us.

    I understand that this could be hard to figure out. Do you see any fatal error logs under WooCommerce > Status > Logs?

    You could also install a debugging plugin like WP Debugging.

    It will log all errors to the debug.log file which will be helpful for troubleshooting issues. Read the plugin documentation and if you need clarification on how it works you can contact authors directly on their support forum.

    Before installing the plugin make sure you have a full backup in place. If something goes wrong it’s nice to know that you can restore your site to the previous state.

    Mirko P.

    (@rainfallnixfig)

    Hi there,

    We haven’t heard from you in a while, so I’m going to mark this as resolved. Feel free to start a new thread if you have any more questions.

    Thread Starter georgiedavies

    (@georgiedavies)

    Hi Mirko

    Sorry I have taken some time off over Christmas. This issue hasn’t been resolved as I have had no advice on what to do.

    Is this a problem you have seen before? The Woocommerce system report requested has been posted further up the post. Please check that.

    There are some fatal error logs. Which ones would be useful to look at? I’m sorry I am not a developer. I have checked to see if there is a fatal error log for one of the days a customer reported having problems with “session expiring” but there is no error log for those days. There are a couple that relate to the Woocommerce Stripe Gateway and Woocommerce PayPal Payments

    Please let me know

    Mirko P.

    (@rainfallnixfig)

    Hi @georgiedavies,

    Sorry to hear you’re still facing the issue.

    I’d suggest you enable debugging in WordPress and try to figure out what’s causing the issue. WordPress debug will log any errors detected on your site. There are plugins for debugging but you can also consult the documentation below for further guidance:

    – https://www.ads-software.com/support/article/debugging-in-wordpress/
    – https://wpforms.com/developers/how-to-enable-debugging-in-wordpress/

    Thread Starter georgiedavies

    (@georgiedavies)

    Thanks @rainfallnixfig

    I am not a developer, what am I looking for in debugging reports though?

    Are there no pointers you can give me on how to fix this? As I am not able to reliably replicate the problem it is very hard to know what to look for.

    Could it be a conflict with either PayPal or Stripe? I use the official
    WooCommerce PayPal Payments and WooCommerce Stripe Gateway by Woocommerce

    Hello there,

    We understand what you are saying. To take a better look of the issue, please provide the following:

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

    Thanks.

Viewing 15 replies - 1 through 15 (of 23 total)
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