completed order items missing in woocommerce dashboard

Hi @lauragoodsell,

That’s strange indeed. Even if a product was trashed/deleted it should appear in the order items just missing the image.

Link to image: https://cld.wthms.co/qwqajx

What do you see on one of the troubled orders?

Yes, this has really baffled me, I can see exactly the same as in your screenshot, apart from the word sunglasses is missing and the image of the item next to it is also missing.

How can I add a screenshot?

Thanks

Laura

Hi Laura,

You can add a screenshot with a service like this: https://snag.gy/

Can you also provide a copy of your System Status Report found under WooCommerce>Status ? It will help us have a better understanding of what may be going on with your site.

This site was not originally built by me, but I am now hosting it and want to try and sort out its problems, this is what I am seeing on an order: https://snag.gy/RVT0Ys.jpg

Below is the woocommerce status report, thank you for helping it is greatly appreciated.

I have removed the domain as it is a client site.

### WordPress Environment ###

Home URL: https://(domain removed)
Site URL: https://
WC Version: 3.4.3
Log Directory Writable: ?
WP Version: 4.9.6
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.2.5
PHP Post Max Size: 128 MB
PHP Time Limit: 60
PHP Max Input Vars: 2500
cURL Version: 7.19.7
NSS/3.27.1

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.1.29-MariaDB
Max Upload Size: 128 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 3.4.2
WC Database Prefix: wp_
Total Database Size: 406.92MB
Database Data Size: 343.98MB
Database Index Size: 62.94MB
wp_woocommerce_sessions: Data: 0.09MB + Index: 0.02MB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.05MB
wp_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB
wp_woocommerce_order_itemmeta: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB
wp_calendar: Data: 0.02MB + Index: 0.00MB
wp_calendar_categories: Data: 0.02MB + Index: 0.00MB
wp_calendar_config: Data: 0.02MB + Index: 0.00MB
wp_commentmeta: Data: 0.14MB + Index: 0.17MB
wp_comments: Data: 1.52MB + Index: 0.88MB
wp_gcl_certificates: Data: 0.02MB + Index: 0.00MB
wp_gcl_transactions: Data: 0.02MB + Index: 0.00MB
wp_gdpr_woocommerce_requests: Data: 0.00MB + Index: 0.00MB
wp_layerslider: Data: 0.05MB + Index: 0.00MB
wp_layerslider_revisions: Data: 0.02MB + Index: 0.00MB
wp_links: Data: 0.02MB + Index: 0.02MB
wp_logger_ginger: Data: 0.02MB + Index: 0.00MB
wp_ngg_album: Data: 0.02MB + Index: 0.02MB
wp_ngg_gallery: Data: 0.02MB + Index: 0.02MB
wp_ngg_pictures: Data: 0.02MB + Index: 0.02MB
wp_options: Data: 321.89MB + Index: 48.77MB
wp_postmeta: Data: 9.52MB + Index: 8.03MB
wp_posts: Data: 2.52MB + Index: 0.75MB
wp_smush_dir_images: Data: 0.02MB + Index: 0.03MB
wp_sm_advanced_search_temp: Data: 0.00MB + Index: 0.00MB
wp_termmeta: Data: 0.01MB + Index: 0.02MB
wp_terms: Data: 0.02MB + Index: 0.03MB
wp_term_relationships: Data: 0.06MB + Index: 0.05MB
wp_term_taxonomy: Data: 0.05MB + Index: 0.03MB
wp_usermeta: Data: 1.52MB + Index: 3.03MB
wp_users: Data: 0.08MB + Index: 0.05MB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB
wp_wfBadLeechers: Data: 0.02MB + Index: 0.00MB
wp_wfBlockedCommentLog: Data: 0.02MB + Index: 0.00MB
wp_wfBlockedIPLog: Data: 0.02MB + Index: 0.00MB
wp_wfBlocks7: Data: 0.02MB + Index: 0.05MB
wp_wfConfig: Data: 0.39MB + Index: 0.00MB
wp_wfCrawlers: Data: 0.02MB + Index: 0.00MB
wp_wfFileChanges: Data: 0.02MB + Index: 0.00MB
wp_wfFileMods: Data: 2.52MB + Index: 0.00MB
wp_wfHits: Data: 1.02MB + Index: 0.23MB
wp_wfHoover: Data: 0.02MB + Index: 0.02MB
wp_wfIssues: Data: 0.02MB + Index: 0.06MB
wp_wfKnownFileList: Data: 1.52MB + Index: 0.00MB
wp_wfLeechers: Data: 0.05MB + Index: 0.00MB
wp_wfLiveTrafficHuman: Data: 0.02MB + Index: 0.02MB
wp_wfLocs: Data: 0.02MB + Index: 0.00MB
wp_wfLogins: Data: 0.02MB + Index: 0.03MB
wp_wfNotifications: Data: 0.02MB + Index: 0.00MB
wp_wfPendingIssues: Data: 0.02MB + Index: 0.06MB
wp_wfReverseCache: Data: 0.02MB + Index: 0.00MB
wp_wfScanners: Data: 0.02MB + Index: 0.00MB
wp_wfSNIPCache: Data: 0.02MB + Index: 0.05MB
wp_wfStatus: Data: 0.13MB + Index: 0.09MB
wp_wfVulnScanners: Data: 0.02MB + Index: 0.00MB

### Post Type Counts ###

attachment: 649
avia_framework_post: 7
custom_css: 1
display_type: 7
displayed_gallery: 4
gal_display_source: 5
jetpack_migration: 2
lightbox_library: 7
mc4wp-form: 1
nav_menu_item: 57
ngg_gallery: 4
ngg_pictures: 15
oembed_cache: 3
options: 11
page: 27
post: 14
product: 189
product_variation: 186
revision: 284
shop_coupon: 1
shop_order: 916
shop_order_refund: 20
slide: 5
user_request: 1

### Security ###

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

### Active Plugins (22) ###

ManageWP - Worker: by ManageWP – 4.5.0
Akismet Anti-Spam: by Automattic – 4.0.8
All-in-One WP Migration Unlimited Extension: by ServMask – 2.16
All-in-One WP Migration: by ServMask – 6.70
Duplicate Post: by Enrico Battocchi – 3.2.2
Export Users to CSV: by Matt Cromwell – 1.1.1
GDPR Woocommerce: by Willows Consulting Ltd. – 1.0.0 – Not tested with the active version of WooCommerce
WPGC Lite: by GC Development Team – 1.290
Jetpack by WordPress.com: by Automattic – 6.2.1
Pinterest Pin It Button On Image Hover And After Post & Page Content: by Weblizar – 2.6
Shortcodes Ultimate: by Vladimir Anokhin – 5.0.4
Sidebar Login: by Mike Jolley – 2.7.3
Smart Manager: by StoreApps – 3.19.0
WooCommerce Customizer: by SkyVerge – 2.5.0 – Not tested with the active version of WooCommerce
WooCommerce Sequential Order Numbers Pro: by SkyVerge – 1.6.5 – Not tested with the active version of WooCommerce
WooCommerce Sold Out Products: by Gerhard Potgieter – 1.0.4 – Not tested with the active version of WooCommerce
WooCommerce - Store Exporter Deluxe: by Visser Labs – 2.8
Woocommerce Weight & Country Based Shipping: by Jeriff Cheng – 1.1 – Not tested with the active version of WooCommerce
WooCommerce: by Automattic – 3.4.3
Wordfence Security: by Wordfence – 7.1.7
Yoast SEO: by Team Yoast – 7.6.1
Smush: by WPMU DEV – 2.7.9.1

### 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)

### WC Pages ###

Shop base: #3485 - /shop-3/
Cart: #35 - /cart/
Checkout: #36 - /checkout/
My account: #37 - /my-account/
Terms and conditions: #64 - /sales-information/

### Theme ###

Name: Enfold
Version: 4.4.1
Author URL: https://kriesi.at
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: –

### Templates ###

Extended logging mode for Store Exporter Deluxe: ?Inactive?Turn on Logging mode
Debugging mode for Store Exporter Deluxe: ?Inactive?Turn on Debugging mode
Scheduled Export to FTP: ?
Scheduled Export to SFTP: ? The required SFTP functions are not available; ssh2_connect()
ssh2_auth_password()
ssh2_sftp(). Contact your hosting provider.

• This reply was modified 6 years, 5 months ago by lauragoodsell.

Hi there,

The first thing that jumps out at me in that system status report is that the WooCommerce database version is not the same as the WooCommerce version which is an indication that the database update was not completed after updating to WooCommerce 3.4.3.

I would expect an admin notice to be present with a purple button and a prompt to update the database. If so, can you update the database and see if that helps?

If there is no button, you can force a database update by visiting /wp-admin/admin.php?page=wc-settings&do_update_woocommerce=1

Kind regards,

Hi,

Thank you, I have now updated the version and, both woocommerce and the database are now on version 3.4.3

I’m afraid I am still having the same issue, the item on the order is still missing https://snag.gy/cPgRxY.jpg

Thank you for your help.

Regards

Hi there,

In your previous responses you mentioned that this is with orders prior to “5 June going back”. You also stated that you are now hosting the site. Was this site migrated or moved around that date? If not, what other changes were made to the site around that date?

Hi,

I migrated the website over in April and since then have updated WordPress, the theme (Enfold) and various plugins, adding a couple more (Wordfence) and making some edits to content. I have also deactivated all plugins and changed the theme to see if this made a difference but it didn’t, I have even tried different browsers (clutching at straws!) any suggestions greatly appreciated.

Thank you

Laura

Hi Laura,

The system status report indicates that you have Sequential Order Numbers Pro installed on your site (though it is quite outdated). If that was purchased through WooCommerce.com AND the subscription for that product is up-to-date you would be entitled to premium support. If that is the case, I would urge you to open a support request here: https://woocommerce.com/my-account/create-a-ticket/? – make sure to select WooCommerce and ‘General WooCommerce Query’

You would need to be logged in to the WooCommerce.com account that made the purchase of Sequential Order Numbers Pro in order to have those options available to you.

To expedite the process, please include the following:

1. The URL to this thread
2. Please create an Administrator user account for the email address [email protected] so that we can take a look. Please see full instructions on how to create a new user and password here. There is no need to send us the password, we can reset it ourselves via the lost password functionality and please either delete the user or change it to another role when we are finished helping.

If the subscription for that premium extension is not current then the next best thing I can think of would be to have you examine the error logs. There may be useful information in the WooCommerce fatal error log which can be found by going to WooCommerce -> Status -> Logs and selecting and viewing any log files whose name begins with ‘fatal’ for clues as to what is causing this behavior. If there is no useful information there, then you may need to find the actual server PHP error logs and you may need your hosts help in locating those.

Kind regards,

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