Orders not syncing

Hi @simooo,

Thanks for the post. I certainly understand the concern here and we want to help out as much as we can. That being said, the first thing I’m noticing is that you’re using MailChimp WooCommerce – could you confirm for me that this is the MalChimp for WooCommerce plugin this forum supports? If it is, could you please upgrade the plugin to the latest available version (v. 1.1.1) to see if that clears things up? If the issue persists after updating to the latest version, the MailChimp support team would need to take a look at the connected MailChimp account. To allow them access, please reach out to their support team following the steps outlined in this Knowledge Base article: https://kb.mailchimp.com/accounts/management/mailchimp-support-options#Contact-Support

Thanks again!

Pearl

Hi Pearl,

Thanks for the reply. Yes, the missing “for” was a typo (the full name of the plugin was in the full list of plugins at the bottom of the post).

I’ve updated the plugin to the new version 1.1.1 and re-run the manual sync, however orders are still not syncing. Looking at a specific subscriber which should have an order associated with it I can see that the subscriber was updated in the last sync, but the e-commerce tab is empty.

It’s my understanding that MailChimp support is only available for paid accounts, but maybe you could give me some pointers to where I can start digging on the plugin side to find the problem. Since most of the syncing (minus the orders) work I’m hoping it’s a small problem.

Are there any conditions under which orders would not be synced? Is it possible that payments with price set to zero or that are paid through PayPal Sandbox are ignored?

All the best,

Simon

Hi @simooo,

Thanks for getting back to us. If reaching out to MailChimp support is not an option at this time, there is one other thing we could do to trouble shoot without their help. Frequently syncing issues crop up when there is a theme or plugin conflict present. To determine if that is happening here, could you please temporarily switch to a default WordPress theme and deactivate all other plugins aside from WooCommerce and MailChimp for WooCommerce to see if that gets the sync going? If that works, I would then advise you to switch back to your custom theme, and if all continues to function as intended re-activate each of your plugins one by one until things get stuck again, revealing the conflicting plugin. If the sync remains stuck when using a default WordPress theme and all other plugins are deactivated, however, please reply back here with the name of the default WordPress theme you were using for testing. I’ll then run some additional tests on my end and pass all of this information along to our devs to dig in further.

Warm Regards,

Pearl

Hi Pearl,

I’ve tried switching to the default theme and deactivating all the plugins bar WooCommerce and MailChimp for WooCommerce, but no luck unfortunately.

Anything else I could try? You mentioned running some tests – any details or info I can send you to make that happen?

Cheers,

Simon

Hey @simooo,

Sorry to make things sound so cryptic! To clarify a bit, in this case the testing will simply involve us mirroring your environment on our end with error logging enabled and then making some test purchases to see if we are able to sync records. If we can see the same bad behavior you are observing, that would indicate that it’s the result of a bug in our code rather than a theme or plugin conflict and our developer would have a better idea of what is causing this. Do you mind linking me to the default theme you used during testing so that I’m sure we are using the same one? Thanks again for helping us dig in – we really appreciate it!

Sincerely,

Pearl

Oh no worries!

I was using the Twenty Seventeen theme which ships with WP.

Just to be sure I’ve also done a narrower test case – I was previously using variable products with a booking add-on, plus PolyLang. Even though I ran tests with those plugins turned off, I’ve run additional tests with products created while they were turned off, i.e. just vanilla WooCommerce. Unfortunately the sync will still not process any orders, so the issue doesn’t seem plugin related.

Let me know how it goes. Also, is it possible for me to activate any error logging or diagnostics on my side?

Thanks!

P.S. weirdly, after deleting and reinstalling the MailChimp for WooCommerce plugin the manual sync button is gone. Any idea why this could happen?

Hey @simooo,

Thanks for the reply! I was able to replicate everything you’re describing, which alerted me to a flaw with the plugin – it’s required to fill out every possible field on the “Store Settings” tab in order to properly connect the store, but there is no in-app indication of that. So, if any of the store info list fields are left blank there will be no error messaging, but the connection will not be set and the “List Settings” and “Sync” tab will not be visible. We need to update that in the plugin to prevent confusion. I went ahead passed that along internally to the development team to get the ball rolling there.

That being said, since you aren’t seeing the sync button it sounds like you might have run into the same issue – do you mind returning to the set up tab of MailChimp for WooCommerce and ensuring that all of the form fields are filled out in the “Store Settings” section before moving forward? After I was able to properly re-connect MailChimp for WooCommerce things started syncing as intended. Please feel free to reply back here when you get a chance to let us know if that clears the issue up. The TwentySeventeen theme played well with the plugin on our end, so it’s possible that there was a theme or plugin conflict occurring with the original set up.

Thanks!

Pearl

Hi Pearl,

Just to be clear, the Sync button only disappeared after I reinstalled the plugin, so I’m not sure if it was related to the sync originally not working.

However I can confirm that all store settings fields were filled out both before and after the reinstall, so in my case that probably wasn’t a part of the problem.

I should mention again that it is syncing, it’s only the orders that are failing. Unfortunately this means that all customer appears as having never bought anything, so I’m worried this will mean I won’t be able to use MailChimp at all since it’s crucial that we can customise campaigns based on past purchases.

Is it possible to log the syncing process? Maybe that way I can see what’s going wrong.

Thanks!

Hi @simooo,

It’s good to hear back. Hmm, so it sounds like all of the “store details” fields were filled out during setup, so the missing sync tab isn’t related to the issue we observed on our end. We were able to get the Twenty Seventeen theme to function with both the WooCommerce and MailChimp for WooCommerce plugins active, so replicating the setup wasn’t exceptionally helpful this time around.
If contacting MailChimp support directly isn’t an option at this time we may be able to pinpoint what’s going on by reviewing your server’s error logs. If you could provide us with that it may shed some light on the matter. Additionally, screenshots of the entire set up process would be even better.

Thanks!

Pearl

Absolutely. My error log actually seems weirdly empty, but I did find this entry:

[Fri Mar 24 14:43:04.015651 2017] [:error] [pid 30512] [client ::1:64969] PHP Fatal error: Uncaught Error: Call to a member function set_job() on boolean in /Applications/mampstack-7.0.13-1/apache2/htdocs/challenge/chancetochallenge.com/wp-content/plugins/mailchimp-for-woocommerce/includes/vendor/queue/classes/worker/wp-worker.php:48\nStack trace:\n#0 /Applications/mampstack-7.0.13-1/apache2/htdocs/challenge/chancetochallenge.com/wp-content/plugins/mailchimp-for-woocommerce/includes/vendor/queue/classes/worker/wp-http-worker.php(63): WP_Worker->process_next_job()\n#1 /Applications/mampstack-7.0.13-1/apache2/htdocs/challenge/chancetochallenge.com/wp-includes/class-wp-hook.php(298): WP_Http_Worker->maybe_handle('')\n#2 /Applications/mampstack-7.0.13-1/apache2/htdocs/challenge/chancetochallenge.com/wp-includes/class-wp-hook.php(323): WP_Hook->apply_filters('', Array)\n#3 /Applications/mampstack-7.0.13-1/apache2/htdocs/challenge/chancetochallenge.com/wp-includes/plugin.php(453): WP_Hook->do_action(Array)\n#4 /Applications/mampstack-7.0.13-1/apache2/htdocs/challenge/chancetochallenge.com/wp-admin/admin-ajax.p in /Applications/mampstack-7.0.13-1/apache2/htdocs/challenge/chancetochallenge.com/wp-content/plugins/mailchimp-for-woocommerce/includes/vendor/queue/classes/worker/wp-worker.php on line 48, referer: https://localhost:8080/challenge/chancetochallenge.com/wp-admin/admin-ajax.php?action=http_worker&nonce=37bf53bb56

I should say this only seems to have happened a couple of times, and the sync process has run after this without generating any log entries, but maybe the above could provide a clue.

I reinstalled the plugin again. Here are screenshots of the process and the sync result. Please note that I left US as country by accident (and changed it immediately afterwards) but didn’t do that in the previous installs.

https://postimg.org/gallery/31qwwfdmi

Hey @simooo,

Thanks so much for getting back to us with that additional information. I’ve passed all of this over to our developers to dig in further and will follow up here when a conclusion is reached. Thanks again for helping us dig in – while we are unable to provide an ETA for resolution, we hope to have a solution soon.

Warm Regards,

Pearl

Any update here?….I have same problem ??

• This reply was modified 7 years, 7 months ago by ahaostojic.

Hey @ahaostojic,

Thanks for reaching out. To be sure that this is the same issue, could you please confirm that your system meets all of WooCommerce’s server requirements and that the sync gets stuck after syncing some but not all of the data? Additionally, do you mind sharing with us any errors your system is logging? For example, are you also seeing an error message related to the set_job function on your end like the error simoo added earlier in the thread? As much detail as possible about the issue you are running into would help us out – thanks!

In the meantime, if this is the exact same error the bug relating to the set_job feature has not yet been ironed out but I expect that a resolution will be available soon. Thanks again for your patience and assistance while we dig in.

Pearl

Hi Pearl!

Just wanted to let you know that I’ve updated to the new version of the plugin (as well as the new version of WooCommerce) but that the orders still aren’t syncing.

The manual sync button came back though.

Any progress on your side?

Cheers!

Simon

Hey @simooo,

Thanks for the follow up! In this case, do you mind reaching out to the MailChimp support team with a link to this forum post, following the steps outlined here? If you don’t mind, please verify in that email that you are using MailChimp for WooCommerce v 2.0.0 and include your WooCommerce System Status report? Also, do you mind letting us know the steps that were taken when upgrading WooCommerce and MailChimp for WooCoomerce – for example, was WooCommerce upgraded to v. 3.0 or greater before MailChimp for WooCommerce was upgraded?

All of that information will help the MailChimp support team dig in further. They will be able to turn on an internal logging tool to take a peek at the API calls as they come in, which may shed some light on the situation. Also, could you please include any error messages you are getting on your end? If it’s a lot of data attaching it in a .txt file would be excellent.

Thank you again! I’m sorry that things are still getting stuck and hope that we are able to get to the bottom of things soon.

Warm Regards,

Pearl