4.3.0 Not Updating WC After Labels Created

  • Resolved captaincrank

    (@captaincrank)


    2 years, 4 months ago

    We are having to enter tracking numbers manually since updating to V. 4.3.0. Looking in the logs, I see where WC exported fine to ShipStation, but there are no other logs for ShipStation.

    For example… This morning we processed a batch of (3) orders and (1) order later by itself. After processing the labels in ShipStation, it doesn’t appear a connect attempt was even made. There were no expected “shipnotify&order_number=” URLs in our logs for these total (4) orders at all. I don’t see any errors in our server log either. It’s as if ShipStation did not even attempt to update these orders.

    Is this a a plugin problem or a problem with ShipStation itself and what’s the best path forward to resolve this issue?

    Edit:

    In ShipStation online, I checked the (4) orders and selected “Notify Marketplace.” (3) of the (4) orders updated. The (1) order that did not update took me three attempts before it finally updated in our orders.

Viewing 13 replies - 1 through 13 (of 13 total)

  • Hi there @captaincrank ??

    We are having to enter tracking numbers manually since updating to V. 4.3.0.

    Thanks for reaching out, I understand how frustrating that can be. From what I understand, this happened after updating WooCommerce ShipStation Integration only, to the latest version. 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.?

    Additionally, could you also provide us with the fatal error logs (if any) under WooCommerce > Status > Logs.

    Once you’ve copied each, you can use https://pastebin.com/ for pasting it there and sharing it with us.

    Looking forward to hearing from you!

    Thread Starter captaincrank

    (@captaincrank)

    Correct, this problem did not occur prior to V. 4.3.0

    There are no fatal error logs available.

    Pastebin (domain removed for privacy) is: https://pastebin.com/VGZgkKmJ

    Hi there @captaincrank ??

    Correct, this problem did not occur prior to V. 4.3.0

    There are no fatal error logs available.

    I see. Thank you for sharing the System Status report and clarifying further.
    Typically, if orders are being missed, this is most likely due to some sort of connectivity problem, like a security plugin blocking the ShipStation request to the WooCommerce store. Two currently active plugins caught my attention, while browsing the System Status report:
    – WooCommerce Fraud Prevention Plugin Premium: by theDotstore – 2.1.2
    – Wordfence Security: by Wordfence – 7.7.1

    Could you go ahead with temporarily deactivating all plugins except WooCommerce and WooCommerce ShipStation Integration? You can do this manually or use a plugin to help (see below for tools).
    Try to reproduce the problem. Complete an order and use a coupon to set its cost to zero, for example,so that the shipping can be investigated. If the problem is resolved, it’s a plugin conflict.

    If otherwise, let us know.

    Tools to help with troubleshooting

    Meks Quick Plugin Disabler will remember what plugins you had active when you switch it back on.

    You can clone your site to a staging environment and perform tests without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    Please let us know how that goes.

    • This reply was modified 2 years, 4 months ago by anastas10s. Reason: typos
    Thread Starter captaincrank

    (@captaincrank)

    The problem doesn’t appear to be plugin related. I was able to pinpoint the ShipStation server not updating WC. That server resides on IP 18.211.231.40. All other requests from their other servers update orders fine. 18.211.231.40 won’t even pull the thumbnail images on the order screen on ShipStation’s website. I can see the connects from 18.211.231.40 in the logs but it appears as if they’re empty requests not blocked by any security plugin.

    Can you share exactly what you’re seeing in the logs? Is this the debug log from the Shipstation integration that you’re talking about? Are you saying that 18.211.231.40 is a Shipstation owned server?

    Thread Starter captaincrank

    (@captaincrank)

    When labels are printed in ShipStation, the callback to WC is handled from a variety of IPs. In a prior setup we had all of their IPs whitelisted in our firewall, which I believe was (7) IP addresses. But our setup changed a few years back, and we didn’t need to whitelist them anymore so I have no idea how many IP addresses they are operating on now.

    We have no fatal errors in the WC debug logs and no activity in the WC debug logs either from notifications sent back to WC from ShipStation IP 18.211.231.40. For example, I ran a batch of (4) orders, (3) of which updated the status to processed in WC after printing labels. The activity for the successful status updates are logged, but (1) did not update, is not logged in WC debug logs and the notification came from IP 18.211.231.40.

    I can go to server logs and see the connect from IP 18.211.231.40, but it looks like an empty data/quick disconnect from this IP. Here’s a snippet:

    HTTP/1.1″ 200 279 “-” “RestSharp/106.3.1.0” | TLSv1.3 | – – 0.001 – 0 NC:000000 UP:-DT

    After going to ShipStation, and clicking “notify marketplace” for the order that did not update from IP 18.211.231.40, the notification was sent back to WC from a different IP 52.203.135.90 which was successful. Here’s a snippet of the successful update from IP 52.203.135.90:

    HTTP/1.1″ 200 31 “-” “RestSharp/106.3.1.0” | TLSv1.3 | 0.938 0.956 0.956 – 0 NC:000000 UP:-DT

    I may roll back to the previous version of this plugin to see if that makes a difference. We’re not blocking that IP, so it must either be the plugin or something on ShipStation’s side. Either way, the workaround for us will be logging into ShipStation and resending those failed notifications as it’s easier than copying and pasting tracking info.

    Hi there @captaincrank ??

    Either way, the workaround for us will be logging into ShipStation and resending those failed notifications as it’s easier than copying and pasting tracking info.

    Noted.

    I may roll back to the previous version of this plugin to see if that makes a difference.

    If you could go ahead with trying that, it would be awesome. Let us know of the findings, please!

    Furthermore, know that you’re welcome to 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.

    We seem to be experiencing the same issue as well with Version 4.3.0 of ShipStation integration. Some orders are updated and others are not. This started happening on Oct 13th when we upgraded.
    We have no IPs blocked on the server.

    I’ll rollback the plugin for now.

    Thread Starter captaincrank

    (@captaincrank)

    Rolling back the plugin to V. 4.2.0 did not resolve the problem for us and is isolated to communications from ShipStation’s IP 18.211.231.40. FWIW, our site is hosted with SiteGround. We also have WordFence installed, and when active we can see all calls to ShipStation in real-time except those coming from IP 18.211.231.40.

    Please post back if you find a solution.

    Hi @contemplate

    I understand you are experiencing the same issue, while issues could be similar, usually, the site’s configuration is different for each context. I recommend creating a new thread, https://www.ads-software.com/support/plugin/woocommerce-shipstation-integration/#new-topic-0.

    We want to make sure that every user’s issues receive their own thread with proper attention.

    * Frequently Asked Questions.

    Hello, @captaincrank

    I was checking the system status report provided:

    WC Version: 6.9.4
    WC Database Version: 6.9.4

    I can see WooCommerce and your database are not using the latest versions. As a general recommendation, you will want to update them. You can update your WooCommerce version under WP dashboard > plugins. And your database under WooCommerce > status > tools > update database. I understand they are not minor changes.

    If that does not help, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page, and don’t forget to include a link to this forum thread in your response.

    Thanks.

    Thread Starter captaincrank

    (@captaincrank)

    I am pleased to report the callbacks from ShipStation’s IP 18.211.231.40 are now sending data and updating orders as completed with tracking info as expected. My guess is there was a problem with their server sending empty data. We did not update anything and am running the latest version of this plugin with the older version of WC (6.9.4) as we await some bugs to be fixed in WC 7.

    Hi @captaincrank

    I’m glad you were able to find a solution to your inquiry here and thanks for sharing it with the community too! ??

    If you have a few minutes, we’d love it if you could leave us a review:

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

    Thanks!

Viewing 13 replies - 1 through 13 (of 13 total)
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