Site in multi-site network not syncing

Hi @skigirl1369, thanks for getting in touch. As a first step, please reply with your store URL and enable remote diagnostics in the plugin by going to the?Settings?tab -> and checking the?Remote Diagnostics?box and we’ll take a look. If we can’t spot anything there, we’ll want to investigate further with your hosting provider.

I have enabled remote diagnostics on all three stores in the network

https://csnh.com/afteraloss/ (sync not working/stuck)
https://csnh.com/planahead (working)
https://csnh.com/ (working)

Thanks so much @skigirl1369, but unfortunately it looks like we’re unable to access remotely. Your server or another plugin may be blocking our remote diagnostics tool.

Have you tried to uninstall & reinstall? If not, give that a try. If that doesn’t work, we’ll want to look at any fatal logs that would be found in your System Report. The System Report can be found by going to WooCommerce > System Status in the WordPress admin menu.

I have uninstalled and reinstalled and activated on each of the three sites and have attempted to connect again. Each is performing the initial sync currently. Though I can see that the two sites that were working appear to be finding coupons, products, and orders (see https://nimb.ws/7Asdlk) while the site with issues still appears stuck and not doing anything (see https://nimb.ws/MGB4Dr). I will check in tomorrow to see what the progress and status us. I have disabled the security plugin in case you are still able to take a look into this for us.

FYI 2 out of the three stores successfully sync’d already. The third is still stuck and won’t run the sync

Hi @skigirl1369 could you send us your system report and any fatal logs from the site that won’t sync? You can start a ticket here and we’ll dive into more details. If you’d prefer to check a few technicals on your end prior to doing that, check out our Wiki for common issues around syncs that stop: https://github.com/mailchimp/mc-woocommerce/wiki.

Thanks!

How do i identify fatal logs? The logs don’t seem to have “fatal” in them. Yet, the plugin still shows “initial sync in progress” from a week ago. I have submitted a ticket referencing this thread as well as including woocommerce system report, links to the classic automation that stopped working in September and the new Journey which has not worked at all, and a screenshot showing that the sync is stuck.

@skigirl1369 have you done the plugin update to version 2.8? If so can you try to run a re-sync on that store that was stuck? The “fatal” error logs can be found in the WooCommerce Tools section, you just have to look for the most recent log file names based on the date.

Also, another common reason that this could be happening is that the Action Scheduler might not be triggering. If you could please take a look to see if you have a bunch of “pending actions” that would be an indicator that something might not be running correctly.

Can we start with those few items and go from there?

Hi @skigirl1369 we wanted to reach and let you know that we’re going to close out this ticket for now since it’s been a few weeks since we’ve been in touch.

Please let us know if you still need any help and we’ll be glad to reopen and troubleshoot further. Please note, that the best way to reach us is over at the GitHub plugin page: https://github.com/mailchimp/mc-woocommerce/. From there, you can receive direct responses from the development team, log new issues, download the latest version, and track existing support tickets.