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  • #1034572

    Hello,
    I was hopeful that I had recently solved an issue I am having with WooCommerce, however that does not seem to be the case.

      Here is the basic overall problem:

    We recently began selling a few new products for a limited time. I have had a few customers call and report that they are experiencing issues with the cart. After adding a product or products from the single product page, they continue to the cart. Most of them have mentioned they clicked the ajax icon that appears. Once they have reached the cart page, they either see no products in their cart or they are only taken to a blank page.

    Some of the customers have then gone back to the product and tried again. Upon again adding the products to the cart, they then see double the quantity of the products in the cart. So more or less, the second add to cart does register all of the previously un-registered add to carts.

    I had thought I had the problem fixed by increasing our WordPress Memory to 512 mb and clearing transients and data that seemed unnecessary to keep for longer. I did that on October 31st and did not see any fatal errors or hear the problem arise again until this most recent fatal error today:

    2018-11-15T19:11:41+00:00 CRITICAL Maximum execution time of 30 seconds exceeded in /home/content/a2pnexwpnas03_data01/96/3492596/html/wp-content/plugins/jetpack/modules/widgets/contact-info.php on line 3

    In regards to that error, I’m not sure it’s all that related to anything other than a poor internet connection during an update.

    I have had a few customers call back in with the same problems again today. As we recently sent out 2,500 member mailers and 5,000 direct mailers to non-members, the online store having issues and costing us conversions is something I desperately need to troubleshoot.

      I did try first to troubleshoot with WooCommerce Support. Here is the support thread with them:

    ME: I have had a few customers call and report that they are experiencing issues with the cart.

    After adding a product or products from the single product page, they continue to the cart. Most of them have mentioned they clicked the ajax icon that appears. Once they have reached the cart page, they either see no products in their cart or they are only taken to a blank page.

    Woo: Hey there!

    Are you able to replicate this? I tried doing it on your site, but it all seems like it is working as far as I can see. Can you verify or tell us some more about how to replicate it on your site?

    Cheers!
    Andrew W – WooCommerce Ninja

    ME: Hi Andrew, we were able to replicate this to a degree on Internet Explorer from a PC in the office. When doing this, we added the 9-hole cart card (https://fairwaysmembership.com/product/9-hole-cart-card/) to the cart. We then clicked to view the cart, and the cart showed as empty.

    He then added an 18-Hole Cart Card (https://fairwaysmembership.com/product/18-hole-cart-card/) and both items appeared in the cart and functioned properly.

    When I try to do the same from Safari, the site times out after clicking Add to cart more times than not.

    I used incognito with Chrome and was able to reproduce the error. Here is a video I recorded of the error happening this morning.

    Is this an issue between WooCommerce and our theme or something else? I figured it could also be a caching issue with Comet Cache essentially clearing out carts mid-session.

    Here is the video: https://youtu.be/u2LowNEfWPc

    Here are some screen shots: https://imgur.com/mz1Op2R https://imgur.com/E78U8My

    Woo: Hey there!

    It does sound like you are seeing some issues with caching, and the cart page displaying some cached versions, either a different user’s cart, or a prior version of their cart.

    Here’s our guide to configuring and setting up caching to make sure it works properly on your site: https://docs.woocommerce.com/document/configuring-caching-plugins/

    Cheers!
    Andrew W – WooCommerce Ninja

    ME: Here are some of the fatal errors from earlier today: 2018-10-31T09:11:29+00:00 CRITICAL Allowed memory size of 134217728 bytes exhausted (tried to allocate 12288 bytes) in /home/content/a2pnexwpnas03_data01/96/3492596/html/wp-content/themes/enfold/config-templatebuilder/avia-shortcodes/tab_section/tab_section.php on line 218

    2018-10-31T09:29:25+00:00 CRITICAL Allowed memory size of 134217728 bytes exhausted (tried to allocate 12288 bytes) in /home/content/a2pnexwpnas03_data01/96/3492596/html/wp-content/themes/enfold/config-templatebuilder/avia-shortcodes/tab_section/tab_section.php on line 218

    2018-10-31T09:45:39+00:00 CRITICAL Allowed memory size of 134217728 bytes exhausted (tried to allocate 12288 bytes) in /home/content/a2pnexwpnas03_data01/96/3492596/html/wp-content/themes/enfold/config-templatebuilder/avia-shortcodes/tab_section/tab_section.php on line 218

    Am I correct in assuming these were the cause (and moreover the memory limit) of the issue with the cart? Since upgrading the memory to 512, no fatal errors have been logged.

    Woo: Hi Jonathan,

    Was cache cleared as well? If after clearing plugin and/or server cache as well as upping the memory limit has helped with the initial empty cart error, then you should be all set. I’d also check with your host to exclude caching from cart, checkout, and my account pages just to be sure.

    If the issue still occurs, do let us know!

    ME: Could this be caused by an issue with the avia cart button? It seems the WooCommerce box that appears above a product after clicking add to cart works fine. I believe the issue arises when users hover the cart icon and click view cart. Here is an error I found using inspect with Chrome: https://imgur.com/DEsRGne

    All in all, is this likely caused by hosting, theme (enfold) or woocommerce issues? And are there any settings I can modify to ensure this issue doesn’t occur for customers?

    Thank you again!

    Woo: Hi Jonathan,

    Thanks for your follow-up email! I am happy to help you further.

    Could this be caused by an issue with the avia cart button? It seems the WooCommerce box that appears above a product after clicking add to cart works fine. I believe the issue arises when users hover the cart icon and click view cart. Here is an error I found using inspect with Chrome: https://imgur.com/DEsRGne

    I think the issue was caused by the theme since the very beginning. We can tell this by the fatal errors you’ve been having:

    134217728 bytes exhausted (tried to allocate 12288 bytes) in /home/content/a2pnexwpnas03_data01/96/3492596/html/wp-content/themes/enfold/config-templatebuilder/avia-shortcodes/tab_section/tab_section.php on line 218
    As you can see the issue is with the theme file. The 2 other errors showed the same.

    All in all, is this likely caused by hosting, theme (enfold) or woocommerce issues? And are there any settings I can modify to ensure this issue doesn’t occur for customers?

    As mentioned above, I think the issue was caused by the theme so I would recommend keeping an eye on it. Make sure it is always updated and also monitor the feedback you receive from your customers. It sounds like the issue is now resolved, correct? If so, as I mentioned, watch it closely for the next few weeks and contact us again in case the issue is back.

    Please let us know if you have any additional questions along the way.

    Best,

    Julia A. – Woo Happiness Engineer
    Automattic, Inc

    Note: This ticket will self-close in 7 days without a reply (not applied to tickets with bug reports which are on-hold).

    Overall, any assistance would be greatly appreciated. With the number of mailers going out this weekend, Facebook ads and email campaigns, we’re expecting a high number of online shop visits. Thank you in advance!

    Video of the error occurring previously with 4.4

    1. Product added to the cart
    2. The cart shows no products having been added.
    3. My best guest as to the issue

    List of plugins:
    Plugins on FairwaysMembership.com (Comet Cache is disbled on shop pages)

    #1034585

    In going through my Enfold > General Styling > Quick CSS I did come across this:
    .woocommerce .blockUI.blockOverlay {
    position: relative!important;
    display: none!important;
    }

    Could this be the culprit of preventing the view cart from showing what should have been added?

    #1035330

    Hi,

    Have you tried remove it? What happen?

    Best regards,
    Basilis

    #1035346

    Hi,

    I deactivated Booster for WooCommerce, but am still seeing many of the same errors. Are there any known conflicts between Enfold and WooCommerce at this time that could be affecting the functionality?

    It doesn’t, however, seem to be a constant problem. Some customers will get through without an issue. Others have had the issue repeatedly with no obvious connection between device type, browser, whether they are logged in or not, etc.

    If you want to log into the backend of the site, please feel free to do so. I also downloaded Query Monitor to try to pinpoint the issue, but haven’t noticed much.

    Thanks in advance for some help!

    #1035655

    I am also now receiving the following error on various orders online:

    Array
    (
    [0] => stdClass Object
    (
    [category] => INVALID_REQUEST_ERROR
    [code] => MISSING_REQUIRED_PARAMETER
    [detail] => Missing required parameter.
    [field] => card_nonce
    )

    )
    Order status changed from Pending payment to Failed.

    After looking into it, this again appears to be a theme issue. Here is some information I found on Square’s Woocommerce forum: (Purchase code hidden if logged out)(Purchase code hidden if logged out) -with/td-p/73107″>card_noonce theme issue

    Even if you guys cannot fix it, can you point me in the direction of what the error is?

    #1035719

    Upon deactivating all of the plugins with the exception of WooCommerce and keeping the Enfold theme, the issue exists.

    If logged out, the cart page always shows as empty. If logged in, the cart page seems to work.

    After switching to twenty seventeen, all works as it should.

    Also, the online store works as it should for another site (www.TheMallardCreek.com) which does not have Enfold updated to 4.5

    • This reply was modified 8 months ago by  npmcgrew.
    #1036179

    Is anyone available to help? I had 46 pageviews on the ‘Cart’ page yesterday and only 4 purchases. At this point, we are starting to lose money because of the theme conflict with WooCoomerce.

    Thanks!!

    #1036917

    Hi,

    I would like to apologize for the late response. I was able to reproduce the issue once on an Opera browser, but I couldn’t pinpoint the issue. Did you set the add to cart button to redirect to the cart page immediately? How did you modify that?

    Best regards,
    Ismael

    #1037099

    Hi Ismael,

    Thanks for getting back to me. In trying to basically put a band-aid on the online store, I did go over to WooCommerce > Settings > Products and ticked both checkboxes for ‘Redirect to Cart page after successful addition’ and ‘Enable AJAX add to cart buttons on archives’

    I did this in hopes that it would allow everything to communicate better to get past the cart issue. However, I believe it is still an issue we’re having. Looking back at the past few days worth of traffic and conversions, the rate is much lower than usual. For example, yesterday we had 2 purchases after 19 cart views. As these are members being influenced to buy a limited-time discount card, our usual % of purchases to cart views is at least in the 50% range.

    I do wonder if this could have been perhaps caused by slow internet? A lot of times, when updating plugins or the theme at my workplace (about 10mbps on a good day), the server can time out. That said, with the new token system for Enfold theme, I don’t know how best to unistall and reinstall the theme to see if that could be the issue.

    Overall, literally any help or thoughts here would be fantastic. I’m at a loss as I can’t identify the problem to begin to find a fix. And, that’s made less fun by an unhappy boss and the holiday selling season right now.

    Thanks again!

    #1038071

    I’ve always appreciated the support service I’ve received with Enfold.

    That said, 2 responses from you guys in 11 days is not okay. It’s the busiest online sales time of the year, and you have offered me no guidance as to how best to troubleshoot this issue with Enfold.

    A simple facebook ad showed that more than $3,500 were added to the cart in 5 days. Of course, because the theme isn’t cooperating, that resulted in $550 worth of sales. Do you see the problem here? If no one is willing to solve the problem, people who depend on our business are going to miss out. So, let’s solve the issue!

    Thanks

    #1040083

    Hi,

    I was away from the forum for a while. Sorry about that. Again, I couldn’t reproduce the issue consistently, so it’s quite difficult to debug. And since we’re working on a live site, we can’t do further tests without bringing it down. Do you have a staging or a dev site where we can test this? This is what I usually get when I add a product to the cart.

    // https://imgur.com/a/nEUXa2Z

    Best regards,
    Ismael

    #1040463

    Hi Ismael,

    Thank you for the response. I managed to get our store for http://www.TheMallardCreek.com back up to speed. It’s currently running on Enfold 4.4.1

    I have noticed that sometimes the issue does not occur. Sometimes it does. Also, when it does, navigating away from the cart page or refreshing seems to fix the issue.

    For FairwaysMembership.com I will add login credentials for the staging site for you to take a look.

    Here is some feedback I received:

    FairwaysMembership.com – Checkout Issue 1: https://imgur.com/NSy3ksE
    FairwaysMembership.com – Checkout Issue 2: https://imgur.com/UKV8exB
    FairwaysMembership.com – My Account: https://imgur.com/r9cDTSG
    FairwaysMembership.com – Logout: https://imgur.com/BliCodS

    Given all of this, I cannot myself pinpoint the problem. A few people have thought caching, some theme incompatability (I did test down to just Enfold and woocommerce active and had the same issues).

    TheMallardCreek.com – Overlay Block: https://imgur.com/1GlWPbn
    TheMallardCreek.com – Overlay Block Fixed with CSS: https://imgur.com/cTojwQU

    .woocommerce .blockUI.blockOverlay {
    position: relative!important;
    display: none!important;
    }

    Error occurring on FairwaysMembrship.com on October 31, 2018: https://www.youtube.com/watch?v=u2LowNEfWPc
    Error occuring on FairwaysMembership.com on December 1, 2018: https://www.youtube.com/watch?v=_A1eFoYGlfg

    (For the time being, I think we may have found the issue and fixed it. The object-cache.php file in wp-content was renamed. I’m not sure if this was something that resulted from an update of Enfold, GoDaddy php or something else.)

    • This reply was modified 7 months, 2 weeks ago by  npmcgrew.
    #1041564

    Hi,

    (For the time being, I think we may have found the issue and fixed it. The object-cache.php file in wp-content was renamed. I’m not sure if this was something that resulted from an update of Enfold, GoDaddy php or something else.)

    Is this fixed? I’m not really sure where to start here, so it would be nice if renaming that file fixed the issue.

    Best regards,
    Ismael

    #1041675

    Hi Ismael,

    It worked for a short while (about an hour), but the issue again came back. I have hired a freelance developer through Codeable to narrow down the issue. I will share information with you if you would like.

    My guess is we’ll ultimately found out that it’s a problem with GoDaddy’s server configuration or caching. My only other guess would be that WooCommerce 3.5.x uses V3 for their API, so perhaps that was something not known during the development and deployment of Enfold 4.5. Although, I’ve never seen your team have that error and imagine it would have been caught rather quickly.

    Today, I think we are going to clone the site onto a server the freelance developer owns and see if that replicates the problem.

    If you have any insights here or if there were any aspects of today’s Enfold 4.5.1 release that you believe would fix the issue, please let me know.

    #1043163

    Hi Ismael,

    It turned out to be a GoDaddy Managed WordPress Hosting issue. Long story short, their built-in wordpress caching cannot be disabled on dynamic pages, such as WooCommerce pages. This was the root cause of why the cart showed as empty and then would show correctly after some amount of time.

    So, we moved FairwaysMembership.com to Kinsta hosting and everything is working well. I did keep the theme to Enfold 4.4.1 because it was working without fail for the first time in weeks, but I don’t think it’s the theme.

    Just thought I would give you the heads up in case you see anything similar from some other Enfold users.

    Have a great holiday season!

    #1043490

    Hi,

    Great! Glad that you found the issue and thanks for the info. I’m sure it will help a lot users.

    Have a nice day!

    Best regards,
    Ismael

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