‘File Not Found’ error for downloadable product orders (PDFs)

Ok – a little bit more now

I’m also using the PDF Watermark plugin, when I deactivated this everything works fine. This is a subscription plugin so I’ll raise a ticket

Hello,

To get a better idea about your site setup, please share a copy of your site’s System Status that is under WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Then please include the report in your response.

### WordPress Environment ###

WordPress address (URL): https://www.airleague.com.au
Site address (URL): https://www.airleague.com.au
WC Version: 6.7.0
REST API Version: ? 6.7.0
WC Blocks Version: ? 7.8.3
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0.1
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_AU
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.30
PHP Post Max Size: 128 MB
PHP Time Limit: 300
PHP Max Input Vars: 5000
cURL Version: 7.71.0
OpenSSL/1.1.1p

SUHOSIN Installed: –
MySQL Version: 10.3.35-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: 6.7.0
WC Database Prefix: w4tp_
Total Database Size: 124.78MB
Database Data Size: 103.72MB
Database Index Size: 21.06MB
w4tp_woocommerce_sessions: Data: 1.94MB + Index: 0.06MB + Engine MyISAM
w4tp_woocommerce_api_keys: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_downloadable_product_permissions: Data: 0.06MB + Index: 0.07MB + Engine MyISAM
w4tp_woocommerce_order_items: Data: 0.03MB + Index: 0.02MB + Engine MyISAM
w4tp_woocommerce_order_itemmeta: Data: 0.35MB + Index: 0.14MB + Engine MyISAM
w4tp_woocommerce_tax_rates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_woocommerce_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_actionscheduler_actions: Data: 0.05MB + Index: 0.04MB + Engine MyISAM
w4tp_actionscheduler_claims: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_actionscheduler_groups: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_actionscheduler_logs: Data: 0.04MB + Index: 0.03MB + Engine MyISAM
w4tp_ahm_assets: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_ahm_asset_links: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_ahm_country: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
w4tp_ahm_coupons: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_ahm_download_stats: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
w4tp_ahm_emails: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
w4tp_ahm_feature_products: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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w4tp_ahm_refunds: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_ahm_sessions: Data: 0.30MB + Index: 0.06MB + Engine MyISAM
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w4tp_ahm_user_download_counts: Data: 0.34MB + Index: 0.10MB + Engine MyISAM
w4tp_ahm_withdraws: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_blc_filters: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_blc_instances: Data: 0.21MB + Index: 0.04MB + Engine MyISAM
w4tp_blc_links: Data: 1.89MB + Index: 0.22MB + Engine MyISAM
w4tp_blc_synch: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
w4tp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
w4tp_comments: Data: 0.14MB + Index: 0.09MB + Engine InnoDB
w4tp_fg_redirect: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
w4tp_itsec_bans: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_itsec_dashboard_events: Data: 0.17MB + Index: 0.13MB + Engine MyISAM
w4tp_itsec_distributed_storage: Data: 4.15MB + Index: 0.00MB + Engine MyISAM
w4tp_itsec_fingerprints: Data: 0.07MB + Index: 0.03MB + Engine MyISAM
w4tp_itsec_geolocation_cache: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
w4tp_itsec_lockouts: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
w4tp_itsec_logs: Data: 1.02MB + Index: 0.17MB + Engine InnoDB
w4tp_itsec_mutexes: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_itsec_opaque_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_itsec_temp: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
w4tp_itsec_user_groups: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_kbp_countdown_entry: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_kbp_form_entry: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_kbp_form_entrymeta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
w4tp_mclean_refs: Data: 0.17MB + Index: 0.04MB + Engine MyISAM
w4tp_mclean_scan: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_options: Data: 9.22MB + Index: 0.17MB + Engine InnoDB
w4tp_postmeta: Data: 35.56MB + Index: 13.03MB + Engine InnoDB
w4tp_posts: Data: 15.52MB + Index: 2.52MB + Engine InnoDB
w4tp_redirection_404: Data: 0.81MB + Index: 0.13MB + Engine MyISAM
w4tp_redirection_groups: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_redirection_items: Data: 0.00MB + Index: 0.02MB + Engine MyISAM
w4tp_redirection_logs: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
w4tp_smush_dir_images: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_termmeta: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
w4tp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
w4tp_term_relationships: Data: 0.41MB + Index: 0.23MB + Engine InnoDB
w4tp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
w4tp_tm_taskmeta: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_tm_tasks: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_ualp_user_activity: Data: 20.55MB + Index: 0.00MB + Engine InnoDB
w4tp_um_metadata: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_usermeta: Data: 4.52MB + Index: 3.03MB + Engine InnoDB
w4tp_users: Data: 0.22MB + Index: 0.17MB + Engine InnoDB
w4tp_wc_admin_notes: Data: 0.04MB + Index: 0.00MB + Engine MyISAM
w4tp_wc_admin_note_actions: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
w4tp_wc_category_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_wc_customer_lookup: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
w4tp_wc_download_log: Data: 0.04MB + Index: 0.04MB + Engine MyISAM
w4tp_wc_order_coupon_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_wc_order_product_lookup: Data: 0.04MB + Index: 0.04MB + Engine MyISAM
w4tp_wc_order_stats: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
w4tp_wc_order_tax_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_wc_product_attributes_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_wc_product_download_directories: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_wc_product_meta_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_wc_rate_limits: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_wc_reserved_stock: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
w4tp_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
w4tp_wc_webhooks: Data: 0.00MB + Index: 0.00MB + Engine MyISAM

### Post Type Counts ###

amn_smtp: 1
attachment: 839
cmdm_page: 1
cpt_staff_lst: 1
cpt_staff_lst_item: 8
custom_css: 1
dlm_download: 1
dlm_download_version: 1
flamingo_contact: 1963
flamingo_inbound: 8083
itsec-dash-card: 10
itsec-dashboard: 1
jetpack_migration: 2
jp_img_sitemap: 4
jp_sitemap: 4
jp_sitemap_master: 4
mc4wp-form: 2
nav_menu_item: 82
page: 66
post: 668
product: 25
product_variation: 2
revision: 99
shop_coupon: 91
shop_order: 288
shop_order_refund: 1
tribe_events: 8
tribe_organizer: 3
tribe_venue: 6
ufaq: 15
um_directory: 1
um_form: 3
um_role: 5
wp_block: 2
wp_global_styles: 1
wpcf7_contact_form: 4
wpdmpro: 598
wpsl_stores: 67

### Security ###

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

### Active Plugins (47) ###

VaultPress: by Automattic – 2.2.2
BackupBuddy: by iThemes – 8.7.4.0
Advanced Gutenberg Blocks: by maximebj – 1.9.8
Akismet Anti-Spam: by Automattic – 5.0
Broken Link Checker: by WPMU DEV – 1.11.17
Classic Editor: by WordPress Contributors – 1.6.2
Contact Form 7: by Takayuki Miyoshi – 5.6.1
Download Manager: by W3 Eden
Inc. – 6.2.2

Flamingo: by Takayuki Miyoshi – 2.3
Gantry 5 Framework: by RocketTheme
LLC – 5.5.14

Health Check & Troubleshooting: by The www.ads-software.com community – 1.4.5
Hide Admin Toolbar: by Aftab Muni – 1.0
Import and export users and customers: by codection – 1.19.3.1
iThemes Security Pro: by iThemes – 7.1.3
iThemes Sync: by iThemes – 2.1.10
Jetpack: by Automattic – 11.2
Kadence Blocks - PRO Extension: by Kadence WP – 1.7.12
Kadence Blocks – Gutenberg Blocks for Page Builder Features: by Kadence WP – 2.4.13
Kadence Pro - Premium addon for the Kadence Theme: by Kadence WP – 0.9.13
Media Cleaner: by Jordy Meow – 6.4.2
Members: by MemberPress – 3.2.1
SiteAlert (Formerly WP Health): by SiteAlert – 1.9.7
Photonic Gallery & Lightbox for Flickr, SmugMug, Google Photos & Others: by Sayontan Sinha – 2.82
Post Type Switcher: by Triple J Software
Inc. – 3.2.1

Products Visibility by User Roles: by Addify – 1.2.6
Recent Posts Widget With Thumbnails: by Kybernetik Services – 7.1.1
Redirection: by John Godley – 5.3.1
Spam Comments Cleaner: by Manish Kumar Agarwal – 1.3
Title Remover: by WPGurus – 1.2.1
Ultimate FAQ - WordPress FAQ and Accordion Plugin: by  – 2.1.15
Ultimate Member: by Ultimate Member – 2.4.2
Ultimate Member - reCAPTCHA: by Ultimate Member – 2.3.1
Username Changer: by Widgit Team – 3.2.2
Advanced Order Export For WooCommerce: by AlgolPlus – 3.3.1
WooCommerce Stripe Gateway: by WooCommerce – 6.5.1
WooCommerce PayPal Payments: by WooCommerce – 1.9.1
WooCommerce PDF Watermark: by WooCommerce – 1.4
WooCommerce Shipping & Tax: by WooCommerce – 1.26.3
WooCommerce Smart Coupons: by StoreApps – 5.9.0
WooCommerce: by Automattic – 6.7.0
Smush: by WPMU DEV – 3.10.3
WP Store Locator - CSV Manager: by Tijmen Smit – 1.1.3
WP Store Locator: by Tijmen Smit – 2.2.235
RokCommon Library: by RocketTheme
LLC – 3.2.5

WPDM - Archive Page: by WordPress Download Manager – 4.4.4
WPDM - Gutenberg Blocks: by WordPress Download Manager – 2.1.6
WPDM - TinyMce Button: by Shaon – 2.9.0

### Inactive Plugins (4) ###

Staff List Pro: by abcFolio – 2.8.1
User Activity Log: by Solwin Infotech – 1.4.9
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.3
WP-Optimize - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.2.6

### Dropin Plugins (1) ###

maintenance.php: maintenance.php

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

Health Check Troubleshooting Mode: by  – 1.7.1

### Settings ###

API Enabled: –
Force SSL: –
Currency: AUD ($)
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: ?
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #48822 - /qmstore/
Cart: #48823 - /cart/
Checkout: #48824 - /checkout/
My account: #48825 - /my-account/
Terms and conditions: #48979 - /terms-and-conditions/

### Theme ###

Name: Callisto
Version: 1.4.0
Author URL: https://rockettheme.com
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: AU
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: ?

### 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
homescreen
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
wc-pay-promotion
wc-pay-welcome-page
wc-pay-subscriptions-page

Disabled Features: minified-js
settings

Daily Cron: ? Next scheduled: 2022-08-06 21:11:27 +10:00
Options: ?
Notes: 92
Onboarding: completed

### Action Scheduler ###

Complete: 110
Oldest: 2022-07-07 07:44:09 +1000
Newest: 2022-08-06 21:10:44 +1000

Pending: 1
Oldest: 2022-08-07 08:08:40 +1000
Newest: 2022-08-07 08:08:40 +1000

### Smart Coupons related settings ###

Number of coupons to show: 5
Number of characters in auto-generated coupon code: 
Valid order status for auto-generating coupon: processing
completed

Include tax in the amount of the generated gift card: no
Deduct credit/gift before doing tax calculations: no
Gift Card discount is inclusive of tax: no
Automatic deletion: no
Coupon emails: yes
Printing coupons: yes
Sell gift cards at less price?: no
Use gift card applied in first subscription order for subsequent renewals until credit reaches zero: yes
Renewal orders should not generate coupons even when they include a product that issues coupons: no
Allow sending of coupons to others: yes
Allow schedule sending of coupons?: no
Combine emails: no
Auto generated coupon email: yes
Combined auto generated coupons email: no
Acknowledgement email: yes
Enable taxes: no
Prices entered with tax: no
Rounding: no
Display prices in the shop: excl
Display prices during cart and checkout: excl
Display tax totals: itemized
Enable the use of coupon codes: yes
Calculate coupon discounts sequentially: no
Account endpoints > Coupons: wc-smart-coupons

### Status report information ###

Generated at: 2022-08-06 21:30:21 +10:00

Hi @bgrinter!

Thank you for sending the system status report.

Since you have the WooCommerce PDF Watermark extension on your site, you can access WooCommerce premium support.

In this case, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.
?
You can include a link to this forum thread to keep track of what’s already been done.
?
We will be able to help you further there.

Cheers!

Hi Juan,

I’ve opened a ticket on woocommerce.com, ticket #48755

Regards,
Brian

Got an initial reply for the support, they offered to send 1.3 (but no attachment), sent two followup emails but no reply. Bit frustrating as I have customers complaining they can’t download their purchases

Regards,
Brian

Hello @bgrinter!

Thanks for the follow-up!

Got an initial reply for the support, they offered to send 1.3 (but no attachment), sent two followup emails but no reply. Bit frustrating as I have customers complaining they can’t download their purchases

I understand you received an initial response with an offer to send version 1.3 of the WooCommerce PDF Watermark plugin. Searching through our records for ticket #48755 returns no results.

It could be that you submitted your support ticket directly to OPMC, our marketplace vendors for the WooCommerce PDF Watermark plugin, who replied to you via email.

If you respond to the email they sent you indicating that they would be providing you with version 1.3, OPMC should respond to that support request and send you a copy of the plugin.

If the above doesn’t work, please know that you can create a support ticket with us here at WooCommerce.com and we can follow up with OPMC for you.

Hope this helps!

@babylon1999 still waiting on update to ticket 48755

Hi @bgrinter

Could you please double-check the ticket number for us?

48755 is 5 digits and ticket numbers with WooCommerce.com are 7 digits.

If you can paste the contents of the ticket (removing any sensitive information) in here, that might help us track it down.

Alternatively, please feel free to create another ticket at https://woocommerce.com/my-account/create-a-ticket/?form=ticket and we can look into this directly.

Thanks!

@theabhig this was raised with developer OPMC

Your request (48755) has been updated. To add additional comments, reply to this email.

Hi @bgrinter thanks for that clarification.

We can ask OPMC for an update on what happened with your ticket, but we would need to know the email you used for your purchase of the WooCommerce PDF Watermark extension.

As this is a public forum, if you can create a ticket with us and letting us know your email address privately, we can reach out to OPMC with your email address and ask them for an update.