Analytics broken?

I’m happy to run some investigatory SQL queries if that helps.

Hi @murrayelliot2

Thanks for following up on the previous thread and for providing the current details.

We’d like to check your site configuration to be able to assist you better. 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.

Additionally, please navigate to WooCommerce > Status > Logs and from the dropdown on the right side, please see if there are any logs starting with the words fatal-error? Please let us know what you find.

Hi, of course, please see below for the system status. There are no “Fatal-error” logs.

### WordPress Environment ###

WordPress address (URL): https://www.herbalhealth.org.uk
Site address (URL): https://www.herbalhealth.org.uk
WC Version: 6.3.1
REST API Version: ? 6.3.1
WC Blocks Version: ? 6.9.0
Action Scheduler Version: ? 3.4.0
WC Admin Version: ? 3.3.2
Log Directory Writable: ?
WP Version: ? 5.8.4 - There is a newer version of WordPress available (5.9.3)
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: nginx/1.14.0
PHP Version: 7.4.27
PHP Post Max Size: 1 GB
PHP Time Limit: 240
PHP Max Input Vars: 10000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.1.48-MariaDB-0ubuntu0.18.04.1
Max Upload Size: 768 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.3.1
WC Database Prefix: wp_
Total Database Size: 122.65MB
Database Data Size: 79.95MB
Database Index Size: 42.70MB
wp_woocommerce_sessions: Data: 1.45MB + Index: 0.02MB + 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: 1.52MB + Index: 0.23MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 4.52MB + Index: 4.97MB + 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: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.13MB + Index: 0.14MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 1.02MB + Index: 0.92MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 1.52MB + Index: 0.34MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 4.52MB + Index: 4.83MB + Engine InnoDB
wp_e_events: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_failed_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_mailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_mailchimp_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 14.08MB + Index: 1.14MB + Engine InnoDB
wp_postmeta: Data: 25.56MB + Index: 21.06MB + Engine InnoDB
wp_posts: Data: 3.52MB + Index: 1.03MB + Engine InnoDB
wp_queue: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 4.52MB + Index: 5.02MB + Engine InnoDB
wp_users: Data: 0.20MB + Index: 0.23MB + Engine InnoDB
wp_wccs_conditions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wccs_condition_meta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wcpdf_invoice_number: Data: 0.14MB + Index: 0.00MB + Engine InnoDB
wp_wcpdf_packing_slip_number: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.30MB + Index: 0.22MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 1.50MB + Index: 0.58MB + Engine InnoDB
wp_wc_order_stats: Data: 0.41MB + Index: 0.39MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.11MB + Index: 0.13MB + Engine InnoDB
wp_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfconfig: Data: 2.25MB + Index: 0.00MB + Engine InnoDB
wp_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilemods: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
wp_wfhits: Data: 0.31MB + Index: 0.08MB + Engine InnoDB
wp_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfissues: Data: 0.08MB + Index: 0.06MB + Engine InnoDB
wp_wfknownfilelist: Data: 2.52MB + Index: 0.00MB + Engine InnoDB
wp_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wflogins: Data: 1.31MB + Index: 0.16MB + Engine InnoDB
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfnotifications: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_wfpendingissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfreversecache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfsnipcache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfstatus: Data: 0.13MB + Index: 0.09MB + Engine InnoDB
wp_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_oppcw_cc: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_oppcw_documents: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_oppcw_ecc: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_oppcw_schema_version: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_oppcw_storage: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_oppcw_transactions: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_wpforms_tasks_meta: Data: 0.05MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 97
custom_css: 1
elementor_library: 23
nav_menu_item: 14
page: 18
post: 6
product: 30
product_variation: 45
revision: 269
seedprod: 2
shop_coupon: 1
shop_order: 6442
shop_order_refund: 13
wpforms: 2

### Security ###

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

### Active Plugins (21) ###

Better Search Replace: by Delicious Brains – 1.3.4
Discount Rules and Dynamic Pricing for WooCommerce: by Asana Plugins – 6.5.0
Easy WP SMTP: by wpecommerce
alexanderfoxc – 1.4.7

Elementor: by Elementor.com – 3.6.2
Auto Add Products to Cart for WooCommerce: by Asana Plugins – 1.2.0
Jetpack: by Automattic – 10.8
Mailchimp for WooCommerce: by Mailchimp – 2.6.2
Product Sales Report for WooCommerce: by Aspen Grove Studios – 1.5.1
Shortcodes Ultimate: by Vladimir Anokhin – 5.12.0
Orbit Fox Companion: by Themeisle – 2.10.11
Trust Payments Gateway ( 3DS2 ): by Trust Payments – 1.2.0
WooCommerce Fraud Prevention Plugin Premium: by theDotstore – 2.1.0
Advanced Order Export For WooCommerce: by AlgolPlus – 3.2.2
WooCommerce Admin: by WooCommerce – 3.3.2
WooCommerce PDF Invoices & Packing Slips: by WP Overnight – 2.14.2
WooCommerce Shipping & Tax: by WooCommerce – 1.25.25
WooCommerce: by Automattic – 6.3.1
WooCommerce OPPCw: by customweb GmbH – 5.0.24
Wordfence Security: by Wordfence – 7.5.9
WPForms Lite: by WPForms – 1.7.3
WPS Hide Login: by WPServeur
NicolasKulka
wpformation – 1.9.4

### Inactive Plugins (4) ###

Coming Soon Page, Maintenance Mode, Landing Pages & WordPress Website Builder by SeedProd: by SeedProd – 6.10.0
Cyber Fox Christmasify!: by Cyber Fox – 1.2.7
Newsletter, SMTP, Email marketing and Subscribe forms by Sendinblue: by Sendinblue – 3.1.39
Simple Banner: by Ryan Petersen – 2.11.0

### Settings ###

API Enabled: ?
Force SSL: –
Currency: GBP (￡)
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: #56 - /shop/
Cart: #57 - /cart/
Checkout: #58 - /checkout/
My account: #59 - /my-account/
Terms and conditions: #263 - /terms-of-service/

### Theme ###

Name: Hestia Child
Version: 0.1
Author URL: 
Child Theme: ?
Parent Theme Name: Hestia
Parent Theme Version: 3.0.21
Parent Theme Author URL: https://themeisle.com
WooCommerce Support: ?

### Templates ###

Overrides: –

### Action Scheduler ###

Complete: 3,043
Oldest: 2022-03-07 14:13:16 +0000
Newest: 2022-04-06 21:49:55 +0100

Pending: 5
Oldest: 2022-04-06 22:17:49 +0100
Newest: 2022-04-11 22:25:43 +0100

### Status report information ###

Generated at: 2022-04-06 21:50:01 +01:00

I have been investigating the database, and while my orders page looks like this:
https://snipboard.io/5CUg3Q.jpg

The wc_order_stats table looks like this:
https://snipboard.io/92PEDS.jpg – note the two orders with status wc-pending

And the wp_posts table looks like this:
https://snipboard.io/HDMcJA.jpg – note the wc-processing status

Could this be a pointer to the issue? How are these tables updated?

Hi @murrayelliot2,

Thanks for sharing your System Status and additional screenshots.

The wc_order_stats table looks like this:
https://snipboard.io/92PEDS.jpg – note the two orders with status wc-pending

This is definitely not right as the order status in the order admin page should reflect in the database the same exact status.

This kind of problem is usually caused by a conflict with your theme or with another plugin. The best way to proceed in these situations is:

• Create a staging site using the free WP Staging plugin.
• Temporarily switch your theme to Storefront
• Disable all plugins except for WooCommerce
• Place test orders on your staging site

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

Reactivate the theme first and check again. Then, go on and reactivate your other plugins one by one, testing after each, until you find the one causing conflict.

You can find a more detailed explanation on how to do a conflict test here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/.

Let us know how it goes.

Thanks @rainfallnixfig I clearly need to do a lot more testing. It’s a hard one to verifiably reproduce (almost random).

Hi @murrayelliot2

It’s a hard one to verifiably reproduce (almost random).

It seems so. Never mind – please go ahead with the conflict testing and do let us know if we can be of further assistance at any point.

Cheers

We haven’t heard back from you in a while, so I’m marking this thread closed for now – we’ll be here if and/or when you are ready to continue.