Sync during setup (step 4) runs endlessly

Hello @kvdleijnijdam ,

Thank you for reaching out to us, we are here to help. I have seen this situation once before and I think that this is caused by a plugin conflict. Can you please try to deactivate all other plugins (except WooCommerce and Zettle) and retry this onboarding process?

If this results in a successful synchronization, please also test the stock status changes in both directions and also check if a new product gets added to the Zettle library when you add it to the WooCommerce library.

If this does not help, we would like to see the system report and the logs from your site. 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://zettle.inpsyde.com/docs/request-support/
(please add the URL of this thread in the ticket as well)

Kind regards,
Joost

Hello @joostvandevijver,

I was afraid that would be the first suggestion, since the site is a production site. I’ll first see if I can reproduce the issue on our staging site. The initial test there worked like a charm, but I think there’s a difference in plugins/plugin version, so I’ll rectify that and see if I can get the issue to present itself there and if so, try to determine which plugin it is.

I’ll let you know in the next couple of days what the outcome of that is.

Anyway, thanks for the quick reply!

Kind regards,

Karst

Hello @kvdleijnijdam

I understand your situation…, maybe it would be a good idea to create a staging site, removing all products and adding some test products and seeing if you can sync those to Zettle (so that you can leave your live site alone for now)? In that way you can test the process, without affecting the live site and the Zettle library too much (just be sure to not use the same products in this test site to avoid a mess in the Zettle library).

Let me know how that goes.

Kind regards,
Joost

Hello @joostvandevijver,

I’ve tried it on a staging environment after equalizing it with the production environment (copied plugin folder and database from prod to stag). Worked like a charm for some reason. Then I tried it again on the production site and I got the same bug.

Can’t think of anything else that’s different between the two environments so it’s a bit weird.

Hello @kvdleijnijdam

Is your staging site running on the same server as the live environment?
If it is or isn’t, you should really reach out to your hosting partner. This test already confirmed that the issue is not caused by the plugin, since it worked via the staging site. So the different URL or hosting server made a difference for this to be functioning after the change. It could be that the hosting server blocked the return URL from the Zettle server after some time, and this could be the reason only a part of your library got synced. I really think the solution lies with your hosting partner; please get in touch with them.

I am not sure what else we can do here. Let me know if you have any questions or want us to help in any other way.

Kind regards,
Joost

Hello @joostvandevijver,

Thanks for looking into it at least, I’ll get in touch with our hosting partner.

Hello @kvdleijnijdam

I’ll mark this thread for now as resolved, but if you require our continued support we can revert this easily, or you can open a private engagement with us via these instructions.

Kind regards,
Joost

Hello @joostvandevijver.

I got in touch with our hosting provider and they took a look. Turned out our caching plugin was causing the problem. I’m guessing it didn’t do this on the staging environment because the plugin was configured for the production environment (since I just copied the database from prod to stag without changing all the individual settings) so it didn’t cause a conflict. That’s the only thing I can think of.

Thanks for all the help!

Kind regards,

Karst

Hello @kvdleijnijdam

yes, that makes perfect sense. Best is always to create a new API key when you change the URL, otherwise the return URL is not correct and stock updates towards WooCommerce will not be received.
And yes, a caching plugin, could very well be the cause of the initial issue.

Thank you for letting us know, and don’t hesitate to contact us again if you have any new issue or questions.

Kind regards,
Joost

Hi there,

I had the exact same issue and read this thread in a search for a solution. Thanks to the suggestion of Karst, I’ve copied my production webshop to a staging URL and deactivated my LiteSpeed Cache plugin. After that, the initial sync (step 4) from my staging website to Zettle worked perfectly.

@kvdleijnijdam Did you manage to make this work on your production site already? Would it be an option to deactivate the caching plugin, syncing products and then turning it on again?

Many thanks.
Jur