webhook errors in log

Hello @goch,

Thank you for reaching out to us, we are here to help.

This notification is not an indicator that any payment failed, it only tells that a test communication call failed. If any payment fails, you will get other notifications in the logs, and you will also see order notes in the order that was affected by this. In my opinion, deactivating our payment method is not required at this moment (but this is your choice, of course).

If you want to check anything regarding this, I would advise you to create a staging site, onboard this with a sandbox account and check if the same thing happens there. If the issue occurs there as well, you may want to perform a full conflict test to rule out eventual issues with the theme or a different plugin. We recommend temporarily activating the default theme Storefront and disabling all other plugins except for?WooCommerce and?PayPal Payments to see if the behavior persists.

Here’s a guide that explains the steps in more detail: How to test for conflicts.

This activity is done to see if any other plugin might be causing the logs entries, because in my own test environment, I am not seeing these entries, so that is why I expect it to be caused by another plugin or possibly even your hosting environment.

Please let me know if this helped you.

Kind regards,
Joost

after disconnecting/reconnecting a couple of times i ended up not having the errors above anymore but I now have those:

2024-04-14T15:09:18+00:00 Warning Failed to create order. PayPal API response: [Error] Unknown error while connecting to PayPal. Status code: 0.

2024-04-14T15:09:18+00:00 Error Order creation failed: [Error] Unknown error while connecting to PayPal. Status code: 0.

So it seems that I have some failed payments. It’s annoying that the error messages do not have more details..

Hello @goch,

This error can happen for various reasons when the plugin cannot connect to PayPal. Could be an outage at PayPal, or maybe some other plugin blocking the connection. This error doesn’t help pinpoint the cause, it only says that the plugin couldn’t connect to PayPal.

Having seems the Webhook verification errors before, this all falls in line with the same situation. So 2 things that could be causing this:

1. The hosting server might be blocking the PayPal webhooks (something your hosting partner should be looking into).
2. Maybe there is a plugin on your site present that blocks the webhooks to PayPal in a certain situation (if this is not a consistent situation). Only by conflict testing you can find out what is causing this. However, you first would need to be able to reproduce the issue, consistently.

If you want further support from our end, we probably need more details from your site, like the system report and full logs.

If you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
(please add the URL of this thread in the ticket as well)

However, I would advise you to first attempt to verify the 2 point above and see if that gives you any direction, where to find the cause of this problem. The best way to move forward on this, would be to create a staging site and test with sandbox account, in order to see if the behavior is also visible there.

Kind regards,
Joost

Hello,

Since we have not heard back from you for over a month, we will mark this thread as resolved. Do not hesitate to open a new thread if you still need our support on this or any other issue.

Kind regards,
Joost