Timeout on checkout and viewing orders page

`
### WordPress Environment ###

WordPress address (URL): https://engineersmate.com
Site address (URL): https://engineersmate.com
WC Version: 7.6.0
REST API Version: ? 7.6.0
WC Blocks Version: ? 9.8.4
Action Scheduler Version: ? 3.5.4
Log Directory Writable: ?
WP Version: 6.2
WP Multisite: –
WP Memory Limit: 10 GB
WP Debug Mode: ?
WP Cron: ?
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache/2.4.41 (Ubuntu)
PHP Version: 7.4.33
PHP Post Max Size: 30 MB
PHP Time Limit: 600
PHP Max Input Vars: 5000
cURL Version: 7.68.0
OpenSSL/1.1.1f

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.3.38-MariaDB-0ubuntu0.20.04.1
Max Upload Size: 12 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 7.6.0
WC Database Prefix: wp_
Total Database Size: 988.85MB
Database Data Size: 963.84MB
Database Index Size: 25.01MB
wp_woocommerce_sessions: Data: 3.52MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.23MB + Index: 0.08MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 1.52MB + Index: 1.97MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 0.22MB + Index: 0.23MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 0.17MB + Index: 0.13MB + Engine InnoDB
wp_cartflows_ca_cart_abandonment: Data: 0.33MB + Index: 0.00MB + Engine InnoDB
wp_cartflows_ca_email_history: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_cartflows_ca_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cartflows_ca_email_templates_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 1.52MB + Index: 0.45MB + Engine InnoDB
wp_ddp_log: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_easywpsmtp_debug_events: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_easywpsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_feedmanager_channel: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_feedmanager_country: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_feedmanager_feed_status: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_feedmanager_field_categories: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_feedmanager_product_feed: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_feedmanager_product_feedmeta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_feedmanager_source: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_gpf_feeds: Data: 17.50MB + Index: 0.00MB + Engine InnoDB
wp_ig_actions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_blocked_emails: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_campaigns: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_contactmeta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_contacts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_contacts_ips: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_contact_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_forms: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_links: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_lists: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_lists_contacts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_mailing_queue: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_queue: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_sending_queue: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_workflows: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ig_workflows_queue: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_litespeed_avatar: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_litespeed_url: Data: 0.31MB + Index: 0.31MB + Engine InnoDB
wp_litespeed_url_file: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wp_options: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
wp_postmeta: Data: 703.98MB + Index: 0.00MB + Engine InnoDB
wp_posts: Data: 73.59MB + Index: 2.52MB + Engine InnoDB
wp_redirection_404: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
wp_redirection_groups: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_redirection_items: Data: 3.52MB + Index: 0.00MB + Engine InnoDB
wp_redirection_logs: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
wp_smush_dir_images: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_termmeta: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
wp_terms: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_term_relationships: Data: 13.52MB + Index: 0.00MB + Engine InnoDB
wp_term_taxonomy: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_usermeta: Data: 0.50MB + Index: 0.00MB + Engine InnoDB
wp_users: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.11MB + Index: 0.06MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_gpf_render_cache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.16MB + Index: 0.19MB + Engine InnoDB
wp_wc_order_stats: Data: 0.13MB + Index: 0.14MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
wp_wc_product_attributes_lookup: Data: 0.06MB + Index: 0.05MB + Engine InnoDB
wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 12.52MB + Index: 18.09MB + Engine InnoDB
wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_gpf_google_taxonomy: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_quotes: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wpforms_tasks_meta: Data: 120.63MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmm_subscribers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 0.48MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_seo_links: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf-field: 410
acf-field-group: 15
attachment: 6406
customize_changeset: 18
nav_menu_item: 18
oembed_cache: 7
page: 499
post: 2
product: 84341
product_variation: 14181
revision: 9
rvp: 79
shop_coupon: 498
shop_order: 869
shop_order_refund: 24
wp_navigation: 1
wpforms: 2

### Security ###

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

### Active Plugins (13) ###

Advanced Custom Fields PRO: by WP Engine – 6.1.4
Classic Editor: by WordPress Contributors – 1.6.3
Easy WP SMTP: by Easy WP SMTP – 2.1.0
Enginners Mate Builder: by James Thomas Chaplin – 1.0
Flexy Breadcrumb: by PressTigers – 1.2.1
Heartbeat Control by WP Rocket: by WP Rocket – 2.0
WooCommerce Weight Based Shipping: by weightbasedshipping.com – 5.5.1
WooCommerce Contact for Shipping Quote: by Jeroen Sormani – 1.1.1
WooCommerce Opayo (formally SagePay) Form and Direct Gateway: by Andrew Benbow – 4.7.11
WooCommerce PayPal Payments: by WooCommerce – 2.0.4
WooCommerce Sales Report Email: by WooCommerce – 1.1.23
WooCommerce Table Rate Shipping: by Bolder Elements – 4.3.7
WooCommerce: by Automattic – 7.6.0

### Inactive Plugins (7) ###

Advanced Free - Flat shipping WooCommerce: by PI Websolution – 1.6.4.1
Enable jQuery Migrate Helper: by The WordPress Team – 1.3.0
LiteSpeed Cache: by LiteSpeed Technologies – 5.4
Super Page Cache for Cloudflare: by Optimole – 4.7.3
WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.24
WooCommerce Shipment Tracking: by WooCommerce – 1.6.31
WPForms Lite: by WPForms – 1.8.1.2

### Must Use Plugins (1) ###

Index WP MySQL For Speed Upgrade Filter for mu-plugins.: by  – 1.4.11

### Settings ###

API Enabled: ?
Force SSL: –
Currency: GBP (￡)
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: ?
Order datastore: WC_Order_Data_Store_CPT

### WC Pages ###

Shop base: ? Page not set
Basket: #30 - /basket/
Checkout: #31 - /checkout/
My account: #32 - /my-account/
Terms and conditions: #160877 - /terms-conditions-2/

### Theme ###

Name: ourtheme
Version: (update to version 0 is available)
Author URL: https://engineersmate.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: ? Not declared

### Templates ###

Overrides: ourtheme/single-product.php version - is out of date. The core version is 1.6.4
Outdated Templates: ?
					
					
						Learn how to update

### sagepay ###

MCrypt: ? No
OpenSSL: ? Yes
OpenSSL Methods: ? Yes
PHP Max_Input_Vars: ? 5000
SagePay Form Enabled?: ?
SagePay Direct Enabled?: ?

### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: GB
WooCommerce currency supported: ?
Advanced Card Processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: –
Vault enabled: ?
Logging enabled: –
Reference Transactions: –
Used PayPal Checkout plugin: ?
Tracking enabled: –

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-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
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: block-editor-feature-enabled
minified-js
new-product-management-experience
product-variation-management
settings

Daily Cron: ? Next scheduled: 2023-04-25 09:16:36 +01:00
Options: ?
Notes: 90
Onboarding: completed

### Action Scheduler ###

Complete: 542
Oldest: 2023-03-25 15:46:18 +0000
Newest: 2023-04-25 09:25:30 +0100

Failed: 77
Oldest: 2022-09-15 09:57:04 +0100
Newest: 2023-04-25 09:19:48 +0100

Pending: 2
Oldest: 2023-04-26 09:25:30 +0100
Newest: 2023-05-02 09:19:48 +0100


### Status report information ###

Generated at: 2023-04-25 09:47:33 +01:00
`

Hi @jj1423

Thanks for reaching out!

I understand that you are experiencing timeouts when trying to access your orders page or make a payment for an order on your dedicated web server.

Checking your site’s checkout page, I can see that you are using the payment gateways: PayPal and Opayo here.

For us to investigate this further, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, create a test order using Cash on Delivery and see if you are able to finish the order successfully?

If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.

You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Let us know how it goes!

The theme is now in storefront but i am still having the issue, i have a possible feeling this is to do with the server or the database, i am not sure though. I have been coding for years but am new to databases and servers

Hi @jj1423 ,

Thanks for providing an update!

After checking your site, I noticed that it had quite a slow load – which more than likely points to a server issue.

I went ahead with trying to do a speed and performance test on your site via GTMetrix, however, it failed to produce any results and I was met with the below Analysis Error:

It could potentially be the cause of the issue at hand and you can read more on this error and how to resolve it here:

Lighthouse: First Contentful Paint

Additionally, you can have a look at Troubleshooting a Slow Site and see if any suggestions provided in there make any difference.

Lastly, I’d suggest checking the server-side logs for any errors that could provide more information on the cause of the issue.

Let us know how this goes!

Hello Roxy, the problem is i am not having any issues in the logs even

Hi @jj1423 ,

If I understand correctly, you have already checked the server-side error log and no errors are being recorded, yes?

Can you try the additional 2 suggestions provided in my previous response and see if this makes any difference to the current issue?

Cheers!

Hi @jj1423 ,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – feel free to create a new topic  should you need any further help.

Cheers!