HPOS cannot search order number

Hi @vastdesign,

The timeout errors and site freezing could be due to a number of reasons. It might be a compatibility issue between your plugins and HPOS or a server configuration problem. It’s also possible that your server resources are not sufficient to handle the load.

However, to troubleshoot the issue further, please go to WooCommerce > Settings > Advanced > Features and enable compatibility mode. After doing this, check if the issue has been resolved.

If you continue to experience these issues, please share a copy of the following:

• System Status Report: Navigate to WooCommerce → Status. Select Get System Report and then Download for Support.
• Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here.

Let us know how that goes. Looking forward to helping you.

Here is the status report: https://www.dropbox.com/scl/fi/q746l40cx7xzx8n5o24hr/SystemStatusReport_lifevac.net_2024-03-13T13-22-53.txt?rlkey=yukhi1u9i2t72tvma9vn7igtb&dl=0

We already had compatibility mode on when the error happens.

Fatal error log: https://www.dropbox.com/scl/fi/490ay7rysq734ifuud6ch/fatal-errors-2024-03-13.log?rlkey=mpc1g6niwiu7y2nmfel9r80qh&dl=0

Hi @vastdesign, thank you for the additional details. From your error log, I can see you have a problem with an ‘affiliate-for-woocommerce‘ plugin, but I’m not finding this one on your plugins list. Can you please share more details about this plugin?

Additionally, I’d like to fully understand this issue. in your initial message, you said:

?and when trying to use certain plugins from Woo the site freezes.

Can you please share more details about this? Which plugins would those be?

You also mentioned timeouts, which actions are you trying to perform when you receive a timeout?

And finally, in the title of this thread you’ve mentioned you cannot search order number. Again, can you share more details, please? What happens when you try searching an order? If you can share a screenshot with any error messages or code that’d be helpful!

Could you please provide us with a screenshot (after redacting sensitive customer information) so that we can see what you are describing?

If you don’t already have a screenshot service installed, here are a few free options:
https://snipboard.io
https://skitch.com/
https://getcloudapp.com/
https://awesomescreenshot.com/
https://prnt.sc/
There is also a walkthrough guide here:?https://en.support.wordpress.com/make-a-screenshot/.

Thanks!
-OP

Hi, thanks for the response. I will try and answer one by one.

1. The affiliate plugin froze the site when it was enabled. I disabled it and thats why its not in the plugins list.
2. The Timeout is another issue. When we switch to HPOS, then go to the Orders section and search for an order by its #, the server timesout.

Hey, @vastdesignm, thanks for the information!

The affiliate plugin froze the site when it was enabled. I disabled it and thats why its not in the plugins list.

Ans this was the only plugin that had this issue? If so, please contact their support so they can assist you further with this.

The Timeout is another issue. When we switch to HPOS, then go to the Orders section and search for an order by its #, the server timesout.

1. Your database size seems a bit large. You might need to consider optimizing it. You can use plugins like WP-Optimize for this. Please note we do not provide support for this plugin.
2. While your PHP memory limit is 512, it’s possible that your server’s resources are still being maxed out. You might need to contact your hosting provider to increase your server’s resources, like PHP Post Max Size to 2 GB.
3. Your PHP version is 7.4.33, which is not the latest. Updating to a newer version like PHP 8.1.27 might help as well.

Please let us know how it goes.

Looking forward to your reply.

Have a wonderful day!

Here is a picture of the timeout in HPOS

https://www.dropbox.com/scl/fi/zcxk1xl7c8hcn3r6bd5s0/Screenshot-2024-03-14-at-9.39.00-AM.png?rlkey=tz4zfl1fa3mwke2379woyctzl&dl=0

I changed to PHP 8 and still get the timeout

Hi @vastdesign,

Thank you for the screenshot and the additional details. Can you get in touch with your hosting to increase your PHP memory limit and your timeout limit?

Additionally, can you check and share your error logs after disabling the Affiliate plugin and updating to PHP 8, please?

Thanks!
-OP

Here is the fatal error log

https://www.dropbox.com/scl/fi/2112n116r6e5vtb2j9uxj/fatal-errors-2024-03-18.log?rlkey=ox33j43z27b0g45hk2126jxsv&dl=0

Hi @vastdesign, thank you for the additional details.

Please contact us at Woo.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.

-OP

Woo support won’t help. We even have their enterprise customer success contact and they don’t really help either. They told us to hire a developer from codeable. We did that and still have errors.

Hi @vastdesign, thank you for the details, and apologies for any mix-up.

We’ve reviewed this case internally over the weekend and discussed it with our Customer Success team, and we’ve agreed to continue over tickets; please share this thread when creating a new ticket.

However, as a quick test, from your recent fatal errors log, there’s a plugin causing your site to crash “phone-orders-for-woocommerce-pro”, could you try disabling that plugin temporarily and checking if the issue persists?

Thanks!
-OP