Order status problem

Hi @pzl

Thank you for reaching out!

Can you please navigate to WooCommerce > Orders > click on the affected order and take a screenshot of the Edit order page, including the Order notes on the right side?

Also, in order for us to get a better understanding of your site setup, could you please share a copy of your website’s System Status Report?

You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

Hi Rafy,

How can I share the screenshot?

Below is the System Status Report
Tnks

### WordPress Environment ###

WordPress address (URL): https://jbdistribuidores.com
Site address (URL): https://jbdistribuidores.com
WC Version: 6.8.0
REST API Version: ? 6.8.0
WC Blocks Version: ? 8.0.0
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0.1
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: es_EC
External object cache: ?

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.30
PHP Post Max Size: 256 MB
PHP Time Limit: 256
PHP Max Input Vars: 3000
cURL Version: 7.66.0
OpenSSL/1.1.1q-fips

SUHOSIN Installed: –
MySQL Version: 5.7.38-41-log
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.8.0
WC Database Prefix: glp_
Dimensione totale database: 25.85MB
Dimensione dati database: 20.49MB
Dimensione indice database: 5.36MB
glp_woocommerce_sessions: Dati: 0.05MB + indice: 0.02MB + motore InnoDB
glp_woocommerce_api_keys: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_woocommerce_attribute_taxonomies: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_woocommerce_downloadable_product_permissions: Dati: 0.02MB + indice: 0.06MB + motore InnoDB
glp_woocommerce_order_items: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_woocommerce_order_itemmeta: Dati: 0.06MB + indice: 0.03MB + motore InnoDB
glp_woocommerce_tax_rates: Dati: 0.02MB + indice: 0.06MB + motore InnoDB
glp_woocommerce_tax_rate_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_woocommerce_shipping_zones: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_woocommerce_shipping_zone_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_woocommerce_shipping_zone_methods: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_woocommerce_payment_tokens: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_woocommerce_payment_tokenmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_woocommerce_log: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_actionscheduler_actions: Dati: 0.09MB + indice: 0.13MB + motore InnoDB
glp_actionscheduler_claims: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_actionscheduler_groups: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_actionscheduler_logs: Dati: 0.06MB + indice: 0.03MB + motore InnoDB
glp_awb_critical_css: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_chaty_contact_form_leads: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_commentmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_comments: Dati: 0.02MB + indice: 0.09MB + motore InnoDB
glp_fusion_forms: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_fusion_form_entries: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_fusion_form_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_fusion_form_submissions: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_gla_budget_recommendations: Dati: 0.22MB + indice: 0.14MB + motore InnoDB
glp_gla_merchant_issues: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_gla_shipping_rates: Dati: 0.02MB + indice: 0.05MB + motore InnoDB
glp_gla_shipping_times: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_links: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_custom_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_dynamic_segment_filters: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_feature_flags: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_forms: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_mailpoet_log: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_mailpoet_mapping_to_external_entities: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_newsletters: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_mailpoet_newsletter_links: Dati: 0.02MB + indice: 0.05MB + motore InnoDB
glp_mailpoet_newsletter_option: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_newsletter_option_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_newsletter_posts: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_newsletter_segment: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_newsletter_templates: Dati: 2.52MB + indice: 0.00MB + motore InnoDB
glp_mailpoet_scheduled_tasks: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_mailpoet_scheduled_task_subscribers: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_segments: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_mailpoet_sending_queues: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_mailpoet_settings: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_statistics_bounces: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_mailpoet_statistics_clicks: Dati: 0.02MB + indice: 0.05MB + motore InnoDB
glp_mailpoet_statistics_forms: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_statistics_newsletters: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_mailpoet_statistics_opens: Dati: 0.02MB + indice: 0.08MB + motore InnoDB
glp_mailpoet_statistics_unsubscribes: Dati: 0.02MB + indice: 0.05MB + motore InnoDB
glp_mailpoet_statistics_woocommerce_purchases: Dati: 0.02MB + indice: 0.06MB + motore InnoDB
glp_mailpoet_stats_notifications: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_mailpoet_subscribers: Dati: 0.02MB + indice: 0.13MB + motore InnoDB
glp_mailpoet_subscriber_custom_field: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_subscriber_ips: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_subscriber_segment: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_mailpoet_user_agents: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_mailpoet_user_flags: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_options: Dati: 6.47MB + indice: 0.14MB + motore InnoDB
glp_paymentez: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_postmeta: Dati: 2.52MB + indice: 2.02MB + motore InnoDB
glp_posts: Dati: 1.52MB + indice: 0.13MB + motore InnoDB
glp_revslider_css: Dati: 0.14MB + indice: 0.02MB + motore InnoDB
glp_revslider_css_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_revslider_layer_animations: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_revslider_layer_animations_bkp: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_revslider_navigations: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_revslider_navigations_bkp: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_revslider_sliders: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_revslider_sliders_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_revslider_slides: Dati: 0.17MB + indice: 0.02MB + motore InnoDB
glp_revslider_slides_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_revslider_static_slides: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_revslider_static_slides_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_sgs_log_events: Dati: 4.02MB + indice: 0.00MB + motore InnoDB
glp_sgs_log_visitors: Dati: 0.14MB + indice: 0.00MB + motore InnoDB
glp_snippets: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_termmeta: Dati: 0.08MB + indice: 0.03MB + motore InnoDB
glp_terms: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_term_relationships: Dati: 0.05MB + indice: 0.02MB + motore InnoDB
glp_term_taxonomy: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_usermeta: Dati: 0.14MB + indice: 0.03MB + motore InnoDB
glp_users: Dati: 0.02MB + indice: 0.05MB + motore InnoDB
glp_wcuf_upload_sessions: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_wc_admin_notes: Dati: 0.05MB + indice: 0.00MB + motore InnoDB
glp_wc_admin_note_actions: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_wc_category_lookup: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_wc_customer_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_wc_download_log: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_wc_order_coupon_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_wc_order_product_lookup: Dati: 0.02MB + indice: 0.06MB + motore InnoDB
glp_wc_order_stats: Dati: 0.02MB + indice: 0.05MB + motore InnoDB
glp_wc_order_tax_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB
glp_wc_product_attributes_lookup: Dati: 0.17MB + indice: 0.20MB + motore InnoDB
glp_wc_product_download_directories: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_wc_product_meta_lookup: Dati: 0.08MB + indice: 0.09MB + motore InnoDB
glp_wc_rate_limits: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_wc_reserved_stock: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_wc_tax_rate_classes: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_wc_webhooks: Dati: 0.02MB + indice: 0.02MB + motore InnoDB
glp_wdp_orders: Dati: 0.02MB + indice: 0.05MB + motore InnoDB
glp_wdp_order_items: Dati: 0.02MB + indice: 0.06MB + motore InnoDB
glp_wdp_persistent_rules_cache: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_wdp_product_collections: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_wdp_rules: Dati: 0.08MB + indice: 0.03MB + motore InnoDB
glp_wpforms_tasks_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_wpmailsmtp_debug_events: Dati: 0.02MB + indice: 0.00MB + motore InnoDB
glp_wpmailsmtp_tasks_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB

### Post Type Counts ###

attachment: 303
avada_faq: 5
awb_off_canvas: 2
custom_css: 1
elementor_library: 1
fusion_element: 19
fusion_form: 1
fusion_icons: 1
fusion_tb_layout: 5
fusion_tb_section: 12
mailpoet_page: 1
nav_menu_item: 41
page: 14
post: 10
product: 15
product_variation: 255
seedprod: 1
shop_order: 31
slide: 9
vtmin-rule: 1
wp_global_styles: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (22) ###

Paymentez: by Paymentez – 3.0
Advanced Dynamic Pricing for WooCommerce: by AlgolPlus – 4.1.3
Click to Chat: by HoliThemes – 3.12
CMP - Coming Soon & Maintenance Plugin: by NiteoThemes – 4.1.2
Avada Builder: by ThemeFusion – 3.8.1
Avada Core: by ThemeFusion – 5.8.1
Google Listings and Ads: by WooCommerce – 2.0.3
Jetpack: by Automattic – 11.2
Kadence WooCommerce Email Designer: by Kadence WP – 1.5.2
Loco Translate: by Tim Whitlock – 2.6.2
PixelYourSite: by PixelYourSite – 9.1.1
Slider Revolution: by ThemePunch – 6.5.25
SiteGround Optimizer: by SiteGround – 7.2.1
SiteGround Optimizer: by SiteGround – 7.2.1
SiteGround Security: by SiteGround – 1.3.0
WooCommerce Weight Based Shipping: by weightbasedshipping.com – 5.3.23
Checkout Field Editor for WooCommerce: by ThemeHigh – 1.7.1
WooCommerce Min/Max Quantities: by WooCommerce – 2.4.10
WooCommerce Upload Files: by Lagudi Domenico – 66.5
WooCommerce: by Automattic – 6.8.0
WP Mail SMTP: by WPForms – 3.5.1
WPForms Lite: by WPForms – 1.7.5.5

### Inactive Plugins (3) ###

Head, Footer and Post Injections: by Stefano Lissa – 3.2.5
MailPoet 3 (New): by MailPoet – 3.94.0
SiteGround Central: by SiteGround – 2.0.5

### Dropin Plugins (1) ###

object-cache.php: Memcached

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #16552 - /catalogo/
Carrello: #16564 - /carrito-de-compras/
Pagamento: #16586 - /caja/
Il mio account: #16576 - /mi-cuenta/
Termini e condizioni: #3 - /informacion-legal/

### Theme ###

Name: Avada Child
Version: 1.0.0
Author URL: https://theme-fusion.com
Child Theme: ?
Parent Theme Name: Avada
Parent Theme Version: 7.8.1
Parent Theme Author URL: https://themeforest.net/user/ThemeFusion
WooCommerce Support: ?

### Templates ###

Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada/woocommerce/checkout/thankyou.php
Avada/woocommerce/loop/loop-start.php
Avada/woocommerce/single-product/add-to-cart/variable.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
experimental-product-tour
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
wc-pay-promotion
wc-pay-welcome-page
wc-pay-subscriptions-page

Disabled Features: minified-js
settings

Daily Cron: ? Next scheduled: 2022-08-12 14:55:05 +00:00
Options: ?
Notes: 46
Onboarding: completed

### Action Scheduler ###

Completato: 204
Oldest: 2022-07-15 16:15:18 +0000
Newest: 2022-08-11 15:04:35 +0000

In attesa: 7
Oldest: 2022-08-11 18:18:33 +0000
Newest: 2022-08-18 15:04:35 +0000

### Status report information ###

Generated at: 2022-08-11 15:36:39 +00:00

Hi Roberto,

How can I share the screenshot?

You can use the snipboard.io tool to share screenshots; follow the instructions there, and once you have the image link, you can paste it here.

Cheers!

Great!
Here are the links

https://snipboard.io/GCnD6O.jpg

https://snipboard.io/0T2Xi9.jpg

https://snipboard.io/GpD1Jl.jpg

Tnks

Thank you for sending the screenshots.

May I ask for another piece of information? Could you also share a copy of your fatal error logs (if available), please? You can find this under WooCommerce → System Status → Logs.

Thanks!

Hi Juan,
the log page is empty.

https://snipboard.io/txUG2X.jpg

Tnks

Hello,

Thanks for sending the screenshots and system status report.

You can do the following to isolate the issue:

— Switch your theme to Storefront.
— Disable all plugins except for WooCommerce and Paymentez.
— Place a test order on your site.

Check if the issue is present at this point, if not, it means there was a conflict and you can reactivate the theme and plugins gradually one by one and check again after each reactivation until the cause of the issue is found.

If you would not like to run this test on your production site you can set up a staging site, ask your host about this functionality, or use a plugin like WP Staging for quickly spinning up a new test site.

I hope this helps.