Unknown error with Checkout (Only on mobile devices)

Hi @ignaciorevuelta

Can you please try switching to a default WordPress theme, such as Storefront , to see if the problem still exists?

@amandasjackson I tried, but the problem still exists

Hi @ignaciorevuelta

Thank you for testing. Can you please go to WooCommerce>Status>Logs and check for any fatal errors that have been logged on the site when attempting to pay for an order while using a mobile device.

Also, do you have logging enabled for your payment methods? If not, I’d recommend enabling logging for each payment gateway on their settings and then test a purchase again on a mobile device. Then check for errors in the Logs.

Hi again! @amandasjackson

No fatal errors, how to enable logging for each payment gateway, I think it’s already enabled because I’ve PayPal logs from different days, but it’s blank logs, also, whenever I try to replicate the error, it doesn’t show any new log

Hi @ignaciorevuelta

If the logs for PayPal are blank, it’s most likely that they are too large to view.

You want to locate the PayPal logs by accessing your website’s files using FTP. If you’re not sure how to do this, your hosting provider should be able to help.

@amandasjackson The problem is that it doesn’t get new logs when the error is reproduced

Hi @ignaciorevuelta

I’m not sure that I understand. Are you saying that there are no log entries or that the log entries are blank?

Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status.

Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

@amandasjackson There are only 2 log entries, which are blank, but it doesn’t correspond with the error, because if so, it should create a new log every time or day I replicate the error, which it doesn’t.

System Report:

### WordPress Environment ###

WordPress address (URL): https://worldpremiumiptv.com
Site address (URL): https://worldpremiumiptv.com
WC Version: 4.0.1
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WC Blocks Version: ? 2.5.14
Action Scheduler Version: ? 3.1.4
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Log Directory Writable: ?
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WP Multisite: –
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WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

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Server Info: LiteSpeed
PHP Version: 7.0.33 - We recommend using PHP version 7.2 or above for greater performance and security. How to update your PHP version
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PHP Time Limit: 30
PHP Max Input Vars: 10000
cURL Version: 7.68.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
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SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
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WC Database Prefix: wp_
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Secure connection (HTTPS): ?
Hide errors from visitors: ?

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Coming Soon Page, Under Construction & Maintenance Mode by SeedProd: by SeedProd – 5.1.0
VVAme chat: by Creame – 3.2.2
Envato Market: by Envato – 2.0.3
PayPal Express Checkout Payment Gateway for WooCommerce ( Basic ): by WebToffee – 1.4.4
GoUrl Bitcoin Payment Gateway & Paid Downloads & Membership: by GoUrl.io – 1.5.3
GoUrl WooCommerce - Bitcoin Altcoin Payment Gateway Addon. White Label Solution: by GoUrl.io – 1.3.1
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Currency: USD ($)
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Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
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exclude-from-search (exclude-from-search)
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Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #614 - /shop/
Cart: #615 - /cart/
Checkout: #616 - /checkout/
My account: #617 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Mirasat
Version: 1.0.6
Author URL: https://like-themes.com/
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

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### Action Scheduler ###

Complete: 96
Oldest: 2020-03-12 23:01:00 +0000
Newest: 2020-04-01 16:46:21 +0000

Pending: 1
Oldest: 2020-04-03 00:53:25 +0000
Newest: 2020-04-03 00:53:25 +0000

Hi @ignaciorevuelta

Thanks for providing the System Status Report!

I tested the checkout on mobile using Bank Transfer and it worked without an issue

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

I see that you are using a 3rd party developed plugin for accepting PayPal Payments on the site:

PayPal Express Checkout Payment Gateway for WooCommerce ( Basic ): by WebToffee – 1.4.4

If the issue on mobile with payments is happening with PayPal, please reach out to their team for further help regarding this issue with their plugin.

@amandasjackson Thanks for the info, that plugin is disabled, did you test on a real mobile? or PC/Mac browser simulating a mobile browser? Because it works if you simulate a mobile browser from PC/Mac, but it doesn’t while testing in a real mobile device, with any payment method. I tested in several mobile devices (iOS, didn’t have the chance to test with Android), and different browsers (Chrome, Safari), and it has the same error. The issue replicates only from mobile devices.

Hi @ignaciorevuelta

> did you test on a real mobile?

Yes, I tested on a real mobile Android device, using Chrome. It works correctly with the Bank Transfer. I did another today to show you as well.

Link to image: https://d.pr/i/RJNi1C

@amandasjackson Can it be iOS the problem then? I tested from several iOS devices, with both Chrome and Safari, but I’m getting the error

Hi @ignaciorevuelta

> Can it be iOS the problem then? I tested from several iOS devices, with both Chrome and Safari, but I’m getting the error

I’m not sure. I don’t have an iOS device to test with, but I can confirm that on Android with Chrome, using the Bank Transfer, it works without issue for me.

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

I have the same problem like Amanda above. The plugin works fine on desktop but on the mobile you can’t get passed the Place Order button – the page gives an error as if some field entry is missing. But nothing is missing. If I change the payment method to something else, then the order is placed successfully.