Downloadlink missing in some emails+download expires unknown date

Hi there!

Thank you for getting in touch. Happy to help!

From what I gather, some of the customers face the issue of not receiving their product download emails; while others, who received their download links, see some odd expiration dates.

A picture is worth a thousand words, as the saying goes, therefore, could you share a screenshot of the download settings screen for a product, to sample, please? https://snipboard.io/ is a good (online) tool of choice for sharing it here.

In order to investigate further, 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 either paste them in your response here, or use https://pastebin.com/ for pasting it there and sharing it with us.

Looking forward to hearing from you!

Hello, thank you for the quick reply.
Here is the system status and settings for download products:

Picture:
https://snipboard.io/ZHrMEw.jpg

System Report
### WordPress Environment ###

WordPress address (URL): https://buecher.dinkelliebe.de
Site address (URL): https://buecher.dinkelliebe.de
WC Version: 7.0.1
REST API Version: ? 7.0.1
WC Blocks Version: ? 8.5.2
Action Scheduler Version: ? 3.5.3
Log Directory Writable: ?
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: de_DE
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.30
PHP Post Max Size: 200 MB
PHP Time Limit: 30
PHP Max Input Vars: 10000
cURL Version: 7.68.0
OpenSSL/1.1.1f

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.16-MariaDB-1:10.5.16+maria~focal-log
Max Upload Size: 200 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 7.0.1
Datenbank-Gesamtgr??e: 47.85MB
Datenbank-Datengr??e: 45.01MB
Datenbank-Indexgr??e: 2.84MB
TDtKl_woocommerce_sessions: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_woocommerce_api_keys: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_attribute_taxonomies: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_woocommerce_downloadable_product_permissions: Daten: 0.05MB + Index: 0.06MB + Engine InnoDB
TDtKl_woocommerce_order_items: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_woocommerce_order_itemmeta: Daten: 0.14MB + Index: 0.19MB + Engine InnoDB
TDtKl_woocommerce_tax_rates: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
TDtKl_woocommerce_tax_rate_locations: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_shipping_zones: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_woocommerce_shipping_zone_locations: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_shipping_zone_methods: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_woocommerce_payment_tokens: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_woocommerce_payment_tokenmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_log: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_actionscheduler_actions: Daten: 0.21MB + Index: 0.08MB + Engine MyISAM
TDtKl_actionscheduler_claims: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
TDtKl_actionscheduler_groups: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
TDtKl_actionscheduler_logs: Daten: 0.14MB + Index: 0.10MB + Engine MyISAM
TDtKl_burst_goals: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_burst_sessions: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_burst_statistics: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_cmplz_cookiebanners: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_cmplz_cookies: Daten: 0.05MB + Index: 0.00MB + Engine InnoDB
TDtKl_cmplz_services: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_commentmeta: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
TDtKl_comments: Daten: 0.01MB + Index: 0.01MB + Engine MyISAM
TDtKl_e_events: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_fsmpt_email_logs: Daten: 1.52MB + Index: 0.00MB + Engine InnoDB
TDtKl_koko_analytics_post_stats: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_koko_analytics_referrer_stats: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_koko_analytics_referrer_urls: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_koko_analytics_site_stats: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_links: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
TDtKl_options: Daten: 7.82MB + Index: 0.17MB + Engine MyISAM
TDtKl_postmeta: Daten: 3.39MB + Index: 0.25MB + Engine MyISAM
TDtKl_posts: Daten: 1.46MB + Index: 0.06MB + Engine MyISAM
TDtKl_rank_math_404_logs: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_rank_math_analytics_gsc: Daten: 0.02MB + Index: 0.09MB + Engine InnoDB
TDtKl_rank_math_analytics_objects: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_rank_math_internal_links: Daten: 0.05MB + Index: 0.02MB + Engine InnoDB
TDtKl_rank_math_internal_meta: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_rank_math_redirections: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_rank_math_redirections_cache: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_termmeta: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
TDtKl_terms: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
TDtKl_term_relationships: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
TDtKl_term_taxonomy: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
TDtKl_tm_taskmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_tm_tasks: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_usermeta: Daten: 0.01MB + Index: 0.02MB + Engine MyISAM
TDtKl_users: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
TDtKl_wcpdf_invoice_number: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wcpdf_packing_slip_number: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wc_admin_notes: Daten: 0.06MB + Index: 0.00MB + Engine InnoDB
TDtKl_wc_admin_note_actions: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wc_category_lookup: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wc_customer_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_wc_download_log: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_wc_order_coupon_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_wc_order_product_lookup: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
TDtKl_wc_order_stats: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
TDtKl_wc_order_tax_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_wc_product_attributes_lookup: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wc_product_download_directories: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wc_product_meta_lookup: Daten: 0.02MB + Index: 0.09MB + Engine InnoDB
TDtKl_wc_rate_limits: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wc_reserved_stock: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wc_tax_rate_classes: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wc_webhooks: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wfblockediplog: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wfblocks7: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
TDtKl_wfconfig: Daten: 1.33MB + Index: 0.00MB + Engine InnoDB
TDtKl_wfcrawlers: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wffilechanges: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wffilemods: Daten: 18.55MB + Index: 0.00MB + Engine InnoDB
TDtKl_wfhits: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
TDtKl_wfhoover: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wfissues: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
TDtKl_wfknownfilelist: Daten: 8.52MB + Index: 0.00MB + Engine InnoDB
TDtKl_wflivetraffichuman: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wflocs: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wflogins: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_wfls_2fa_secrets: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_wfls_settings: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wfnotifications: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wfpendingissues: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
TDtKl_wfpklist_template_data: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wfreversecache: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_wfsnipcache: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
TDtKl_wfstatus: Daten: 0.14MB + Index: 0.09MB + Engine InnoDB
TDtKl_wftrafficrates: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_woocommerce_gzd_dhl_im_products: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_gzd_dhl_im_product_services: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_gzd_packaging: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
TDtKl_woocommerce_gzd_packagingmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipmentmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipments: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipment_itemmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipment_items: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipment_labelmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipment_labels: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipping_provider: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
TDtKl_woocommerce_gzd_shipping_providermeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
TDtKl_wpforms_tasks_meta: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

ae_global_templates: 1
astra-advanced-hook: 5
attachment: 52
bc_x1379_op_type: 2
custom_css: 1
customize_changeset: 37
elementor_library: 16
nav_menu_item: 8
page: 23
post: 1
product: 12
product_variation: 8
rcb-cookie: 3
revision: 255
shop_order: 47
woolentor-template: 1
wp_global_styles: 2
wpforms: 2

### Security ###

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

### Active Plugins (22) ###

Koko Analytics: von ibericode – 1.0.35
Antispam Bee: von pluginkollektiv – 2.11.1
Anywhere Elementor: von WPVibes – 1.2.6
Astra Pro: von Brainstorm Force – 3.9.3
Import / Export Customizer Settings: von Brainstorm Force – 1.0.6
Starter Templates: von Brainstorm Force – 3.1.18
Classic Editor: von WordPress-Mitwirkende – 1.6.2
Complianz | GDPR/CCPA Cookie Consent: von Really Simple Plugins – 6.3.5
Complianz – Allgemeine Gesch?ftsbedingungen: von Really Simple Plugins – 1.1.3
Elementor: von Elementor.com – 3.8.1
FluentSMTP: von FluentSMTP & WPManageNinja Team – 2.2.2
Rank Math SEO: von Rank Math – 1.0.102.1
UpdraftPlus – Backup/Restore: von UpdraftPlus.Com
DavidAnderson – 2.22.23.25

Visibility Logic für Elementor: von StaxWP – 2.3.2
Preview E-mails for WooCommerce: von Digamber Pradhan – 2.1.1
Germanized für WooCommerce: von vendidero – 3.11.1
WooCommerce PayPal Payments: von WooCommerce – 2.0.0
PDF Invoices & Packing Slips for WooCommerce: von WP Overnight – 3.2.5
WooCommerce: von Automattic – 7.0.1 (Update auf Version 7.1.0 ist verfügbar)
Wordfence Security: von Wordfence – 7.7.1
WP-Optimize – Clean, Compress, Cache: von David Anderson
Ruhani Rabin
Team Updraft – 3.2.9

WPForms Lite: von WPForms – 1.7.8

### Inactive Plugins (1) ###

WooCommerce Payments: von Automattic – 5.0.3

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: right_space
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: –
Enforce Approved Product Download Directories: ?

### WC Pages ###

Shop-Basis: #1244 – /uebersicht/
Warenkorb: #1766 – /warenkorb/
Kasse: #1771 – /kasse/
Mein Konto: ? Die Sichtbarkeit der Seite sollte ?ffentlich sein
Allgemeine Gesch?ftsbedingungen: #1497 – /allgemeine-geschaeftsbedingungen/

### Theme ###

Name: buecher.dinkelliebe
Version: 1.0.0
Author URL: https://wpastra.com/about/
Child Theme: ?
Parent Theme Name: Astra
Parent Theme Version: 3.9.4
Parent Theme Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
WooCommerce Support: ?

### Templates ###

Overrides: buecher-dinkelliebe/woocommerce/checkout/thankyou.php
buecher-dinkelliebe/woocommerce/emails/customer-completed-order.php
buecher-dinkelliebe/woocommerce/emails/customer-processing-order.php
buecher-dinkelliebe/woocommerce/emails/email-downloads.php
buecher-dinkelliebe/woocommerce/emails/email-order-details.php
buecher-dinkelliebe/woocommerce/emails/email-order-items.php
buecher-dinkelliebe/woocommerce/emails/email-styles.php

### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: DE
WooCommerce currency supported: ?
Advanced Card Processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: ?
Vault enabled: ?
Logging enabled: –
Reference Transactions: –
Used PayPal Checkout plugin: –
Tracking enabled: ?

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
experimental-product-tour
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ? Next scheduled: 2022-11-25 17:38:09 +01:00
Options: ?
Notes: 62
Onboarding: completed

### Action Scheduler ###

Complete: 492
Oldest: 2022-11-02 20:01:09 +0100
Newest: 2022-11-25 13:09:46 +0100

Failed: 171
Oldest: 2022-09-27 09:51:33 +0200
Newest: 2022-11-25 17:34:44 +0100

Pending: 10
Oldest: 2022-11-25 18:34:44 +0100
Newest: 2022-12-06 09:42:25 +0100

### Status report information ###

Generated at: 2022-11-25 17:35:11 +01:00
`

Best Regards

Hi there,

Thank you for reaching back with the site’s System Status Report (SSR), and sorry for the late reply, we had a problem in our internal system recently.

While inspecting it, I understand that:
* the Preview E-mails for WooCommerce: von Digamber Pradhan – 2.1.1 is used to preview the emails sent out. I am not sure if the plugin is capable of making edits to the email templates themselves, though.
* The currently active theme has added custom templates. More specifically, the following:

### Templates ###

buecher-dinkelliebe/woocommerce/emails/email-downloads.php

Therefore, I suggest the following game plan:
1. Temporarily switch the active theme to Storefront and see if the issue persists.
2. If the issue stops, feel free to go ahead with getting in touch with the currently active theme’s support channel, regarding it.
3. Otherwise (if the issue persists), let us know

I hope that helps!

• This reply was modified 1 year, 11 months ago by anastas10s. Reason: typo

Hello,

1. i installed the preview plugin after the problems occurred to check if there is a download link.
2. i added the template and not my theme. I have only adjusted the text in it, nothing else.
3. if I change the theme it destroys my shop. This option is not available.

Do you have any idea about the expiry date of the download (-0001-11-30)?

With kind regards

Hello @jidwictut9,

I would like to learn more about your site’s setup.

First, you mention the customers are seeing the following expiry date -0001-11-30 which I assume is from my the account page.

Checking your system status report, the account page is not public. Do you have some sort of third-party configuration to handle the my account page?

If so please disable it and publish the native my account page that’s handled by WooCommerce by navigating to WooCommerce > Settings > Advance.

Link to image: https://d.pr/i/uuhmAR

Do you still see the problem after doing so?

Look forward to hearing back from you.

Hello, thank you for the quick reply.

The customers only see the expiration date in the order completed email because they don’t have to create an account. For this reason, this page is also not published.
The customers where the problem occurred did not see the date or the complete section with the download (see picture 1). Under the colored text should be the section with the download (see picture 2). But it is missing completely.
With these orders, I then determined this with the date. Is it related?

1. https://snipboard.io/rLP5x7.jpg
2. https://snipboard.io/Vkl0xs.jpg

Best Regards

Hello @jidwictut9,

So the whole section with the Download link is not rendering, only order information. This should only happen if the payment is made in cash as the order will be on hold.

Since there’s a plugin overriding the WooCommerce template the first step is to disbale it, even if it’s not adding anything as you mentioned. If you need to check the email logs, you can use WP Mail Logging instead.

As per the documentation, the problem is most likely caused by a missing table in the database.

An easy fix is to change the database prefix using this plugin.

If you’re not comfortable doing all of this on the live version of your site, you can create a staging environment using WP-STAGING.

Let us know how it goes.

Hello and thank you for your reply!
About your tips:
1. as I mentioned above, no plugin overwrites the template. I used Woocommerce’s built-in function to copy the template and changed only the text and nothing else!!!!!

https://snipboard.io/BMzTVC.jpg

2.I use FluentSMTP to check if the emails were sent since I have these problems.

3.I also read this post about the missing database. But as you can see above the database is available (**_woocommerce_downloadable_product_permissions: Data: 0.05MB + Index: 0.06MB + Engine InnoDB)!!!!!!!

I find it strange that it doesn’t happen all the time but only occasionally. One order works fine and the next one doesn’t…..etc.

With kind regards

Hi there @jidwictut9,

Thank you for providing further information on this.

I am testing this, with a test installation of mine and I’m afraid I cannot replicate the issue.

I was able to see the download link, and everything else, as expected; both on the order confirmation page and the order’s email.

Can you please perform a conflict test on your site and let us know of your findings?

Here are some steps you can follow:

The best way to determine if the issue is being caused by a theme and/or plugin is to:

1. Temporarily switch your theme to Storefront or Twenty Twenty theme.
2. Try to reproduce the problem: Check whether you still encounter the issue!

If the problem is resolved, it’s a theme conflict. If not, continue to the next steps.

3. Temporarily deactivate all plugins except WooCommerce. You can do this manually or use a plugin to help (see below for tools).
4. Try to reproduce the problem again. If the problem is resolved, it’s a plugin conflict. To figure out which plugin is causing the problem, continue to the next step.
5. Reactivate your other plugins one by one, testing after each, until you find the one causing conflict.

For more detailed instructions, check out How to test for plugin and theme conflicts.

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.