Orderinfo missing in about 1 out of 500 orders

could the “HPOS compatibility mode” -> copying to the new tables be interfering ? I dont run HPOS yet, but i activated the compatibilty mode some time ago, not sure when though

Hey there! Thanks for contacting us. I’m happy to help you.

As I understand you are experiencing an issue with some orders where it does not generate it properly and shows as an empty order, correct?

Let’s investigate to help you get back on track.

First of all, you mentioned this is happening on 1/500 orders. Have you noticed any similarities between these orders? Were all of them made with the same payment method? Or maybe they were for the same products or anything else like this?

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.

You mentioned Fatal Error Log did not show anything strange, right? But can you share it with us anyway so we can take a look?
It is under WooCommerce > Status > Logs.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Can you please also share your website’s URL?

Thank you. Looking forward to your reply.

Have a wonderful day!

sorry, havent found any similarities, the orders are different in how many products there are, the time they were bought and also which payment they used.

https://www.skolmagi.nu is the url

here are the logs:

https://gist.github.com/cybertron-payex/f9c535b393cb7be7b3bd4f489d2545f1

Hi @cybertron1

The “HPOS compatibility mode” shouldn’t interfere with normal WooCommerce operations. However, if you suspect it might be causing the issue, you can deactivate it temporarily for testing purposes.

I’ve reviewed your fatal error log and noticed a few issues that you need to address.

The first error is related to an invalid email address being used for billing details. This error is coming from the Dintero Checkout plugin. If the billing email is correct, then the issue might be with the Dintero Checkout plugin itself. You may need to contact their support or check for any updates.

The second error indicates that a process exceeds the maximum execution time of 60 seconds. This could be due to a plugin or theme function that is taking too long to complete. You need to increase the PHP Time Limit from 60 to 1200 and the PHP Post Max Size from 100 MB to 2 GB.

The third error you’re encountering indicates that your website is using up its allocated memory size. This may be due to a plugin, theme, or script that is consuming excessive memory. While your website’s current memory limit of 512 MB is generally sufficient for WooCommerce, it might help to increase the PHP memory limit slightly to see if this resolves the issue.

If the issue persists, enable debug mode by adding these lines to your wp-config.php file:

define( 'WP_DEBUG', true );
define( 'WP_DEBUG_LOG', true );
define( 'WP_DEBUG_DISPLAY', false );

This will create a debug.log file in your wp-content directory, capturing details of errors or issues.

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

First, increasing the php_post_size to 2gb seems extreme but anyway I can′t since I use cloudflare as frontend/cache and they have a hard limit at 100mb (post and file upload as far I know)

second: to let a php script continue firing for 1200s is madness, that means something is reallly wrong, a php script should be done after 60 seconds, I have used 30 seconds as my top before, but I needed some reports that needed a little longer to complete), i will consider raising to 120s max.

about the dintero, yes, I noticed that, but that is one single instance, i got roughly 1000 orders a day, if there was an general error then it would have shown more of those in the fatal log.

I have deactivated the compatibility mode, and I’ll see if that help anything.

Hello @cybertron1,

second: to let a php script continue firing for 1200s is madness, that means something is reallly wrong, a php script should be done after 60 seconds, I have used 30 seconds as my top before, but I needed some reports that needed a little longer to complete), i will consider raising to 120s max.

I understand your concern here, but a 2-minute limit might still cause a bottleneck for some functions.

I can confirm this from the number of failed actions in your system status, which are probably caused by these scripts terminating prematurely.

Link to image: https://d.pr/i/Z6MwD8

In my opinion, 1200 seconds is on the safe side. However, if you’re a bit hesitant, consider increasing it to at least 300 seconds, which is the standard for most WooCommerce installations.

Let us know if you have any other questions. :?)

Have an update and perhaps a breakthrough?

I just helped a customer that had this problem, and I noticed that on this particular order it had created one order that was Completed and one that was in “Waiting for payment”, the one that was completed was empty, but had the correct price/tax and all that. the order that was in Waiting mode, it had TWO of the products the customer had orderd (not 1 line products, but 2 lines of products (same product) .

the calculated subtotal was correct, but tax and totalprice was calculated with only 1 product. I will attach some pictures soon.

https://snipboard.io/yNdMsh.jpg

https://snipboard.io/oTqFzv.jpg

Hey @cybertron1,

This is indeed odd behavior, and one that may be tricky since it seems to be an intermittent issue.

Just to clarify, have you managed to make the recommended changes suggested by @shameemreza and @babylon1999?

The e-mail that the buyer get shows no products but it does show total paid price.
Same with the thankyou page

Circling back to this part of your initial message, can you please share a clear screenshot of both the initial email the customer receives (before you manually add the Product ID and resend the email), as well as the Thank you page.

Custom Order Status Manager for WooCommerce: av Bright Plugins – 1.1.3

Looking at your current active plugins, I can see that you are using a “Custom Order Status Manager” plugin. It’s possible that this plugin may be interfering with the built-in order processing, since it directly targets the Orders.

I have been using Woocommerce with WCFM for about 4 years, the last couple of weeks i have been having issues with order being empty (they only have the payment information). But it happens only like 1/500 orders.

Was the “Custom Order Status Manager for WooCommerce” plugin installed and activated when the issue first popped-up a few weeks ago? This may help narrow down if this is potentially causing a conflict here.

Cheers!

Yes, I have been using the Custom Order Status manager for a couple of months i believe, not really sure when I started using it. Could very well be the problem. But i need that to set status to complete after order are done. (otherway they are stuck in processing (i think it is called)

I will get a screenshot of the thankyou page and the e-mail as well

Also. yes, i increased the values as suggested (but took lower values)

https://snipboard.io/nzU3Y1.jpg

https://snipboard.io/s0QmFk.jpg

I have disabled the plugin and added this snippet, it seems to be doing the same job: 


add_action( 'woocommerce_order_status_processing', 'custom_autocomplete_order' );

function custom_autocomplete_order( $order_id ) {

if ( ! $order_id ) {

return;

}

$order = wc_get_order( $order_id );

$order->update_status( 'completed' );

}

Hi there

Thank you for providing further information.

Circling back to your system status report I noticed your WP Version is not the latest available (6.4.2).

In many cases, outdated software is the root cause of these issues. Can you update the WordPress core and all plugins while keeping an eye on if this still occurs? To avoid disruptions to the live site, it is best to execute changes on staging first.

yeah, the problem has been around longer than the newest update, i usually update around a week or two after release since there are Always interruptions. I have a high traffic site with around 20-25000 visitors a day, so can′t afford downtime more than neccessary. So far it seems that disabling the bright plugin might have helped,..havent found any other bad orders yet…

Hi @cybertron1

It’s great to hear that disabling the plugin has helped resolve the issue. However, I would recommend continuing to monitor your orders closely. If you notice the issue reoccurring, please don’t hesitate to get back in touch with us.

Furthermore, since you have high traffic and sales, you may consider Jetpack, which offers real-time backups and security scanning. This way, even if there’s an issue, you can restore your site to a previous version with minimal downtime.

Meanwhile, I’ll be marking the thread as solved for now, but feel free to open a new one if you have any other questions.

Thanks!