Checkout not completing

Hi @chrisbdm ??

I’m happy to look into this!

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.

I can then check that to see if I notice anything odd.

In the meantime, it would also be helpful if you could test for Plugin or Theme conflicts using the steps shown here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

Thanks!

Hello @joashrajin

Please see report below.We are using the latest version of Divi builder.

I do have a screen shot of when it bounces back to the top of the page where there is a empty banner box, which when use the inspect feature, shows WooCommerce Error. How Can I share this with you? Thanks.

### WordPress Environment ###

WordPress address (URL): https://bdmarcscan.co.uk
Site address (URL): https://bdmarcscan.co.uk
WC Version: 5.6.0
REST API Version: ? 5.6.0
WC Blocks Version: ? 5.5.1
Action Scheduler Version: ? 3.2.1
WC Admin Version: ? 2.5.1
Log Directory Writable: ?
WP Version: 5.8
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.3.29
PHP Post Max Size: 128 MB
PHP Time Limit: 300
PHP Max Input Vars: 2500
cURL Version: 7.65.0
OpenSSL/1.0.2k-fips

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.2.33-MariaDB-log
Max Upload Size: 128 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.6.0
WC Database Prefix: wp_
Total Database Size: 102.76MB
Database Data Size: 92.27MB
Database Index Size: 10.49MB
wp_woocommerce_sessions: Data: 0.06MB + Index: 0.02MB + 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: 0.05MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 0.06MB + Index: 0.03MB + 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: 0.33MB + Index: 0.70MB + 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: 0.16MB + Index: 0.13MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_eg_grids: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_eg_item_elements: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_eg_item_skins: Data: 1.52MB + Index: 0.03MB + Engine InnoDB
wp_eg_navigation_skins: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_login_redirects: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_options: Data: 4.05MB + Index: 2.20MB + Engine InnoDB
wp_postmeta: Data: 10.27MB + Index: 3.52MB + Engine InnoDB
wp_posts: Data: 68.11MB + Index: 0.61MB + Engine InnoDB
wp_redirects: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_smush_dir_images: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_termmeta: Data: 0.06MB + Index: 0.06MB + Engine InnoDB
wp_terms: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.36MB + Index: 0.14MB + Engine InnoDB
wp_term_taxonomy: Data: 0.06MB + Index: 0.06MB + Engine InnoDB
wp_trp_gettext_en_gb: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_trp_original_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_trp_original_strings: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_usermeta: Data: 0.17MB + Index: 0.13MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.11MB + Index: 0.16MB + 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_wow_skype_new: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_actions_queue: Data: 0.34MB + Index: 0.33MB + Engine InnoDB
wp_wplc_chat_msgs: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_wplc_chat_ratings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_chat_sessions: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_wplc_chat_triggers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_custom_fields: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_departments: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_offline_messages: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_quick_responses: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_roi_conversions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_roi_goals: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wplc_webhooks: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 2.52MB + Index: 0.78MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.11MB + Index: 0.14MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 1.11MB + Index: 0.31MB + Engine InnoDB
wp_yoast_seo_meta: Data: 0.08MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf: 1
attachment: 1725
custom_css: 3
et_body_layout: 2
et_footer_layout: 1
et_pb_layout: 50
et_template: 6
et_theme_builder: 1
kwlogos: 19
language_switcher: 2
nav_menu_item: 28
oembed_cache: 14
page: 71
post: 3
product: 430
product_variation: 194
revision: 1472
shop_coupon: 1
shop_order: 48
soliloquy: 1
wccaf: 1
wpcf7_contact_form: 5

### Security ###

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

### Active Plugins (35) ###

Date and Time Picker by Input WP: by Input WP – 2.1
Attachment Pages Redirect: by Samuel Aguilera – 1.1.2
Black Studio TinyMCE Widget: by Black Studio – 2.6.9
Breadcrumbs Divi Module: by learnhowwp.com – 1.2
Conditional Fields for Contact Form 7: by Jules Colle – 2.0.4
Contact Form 7 Styler for Divi: by DiviPeople – 1.1.13
Classic Editor: by WordPress Contributors – 1.6.2
Contact Form 7: by Takayuki Miyoshi – 5.4.2
Divi/Extra Layout Injector: by Sean Barton – Tortoise IT – 2.3
Duplicate Page: by mndpsingh287 – 4.4.2
Easy WP SMTP: by wpecommerce
alexanderfoxc – 1.4.7

Elegant Themes Updater: by Elegant Themes – 1.1
301 Redirects: by WebFactory Ltd – 2.70
Essential Grid: by ThemePunch – 2.0.9.1
ET Shortcodes: by Elegant Themes – 1.2.1
GTranslate: by Translate AI Multilingual Solutions – 2.9.1
Divi Image Intense: by Superfly – 3.0
Peter’s Login Redirect: by Peter Keung – 2.9.9
Server IP & Memory Usage Display: by Apasionados
Apasionados del Marketing – 2.1.0

WooCommerce – Show only lowest prices in variable products: by Fernando Tellado – 0.9.27
Sticky Menu (or Anything!) on Scroll: by WebFactory Ltd – 2.31
Sucuri Security – Auditing, Malware Scanner and Hardening: by Sucuri Inc. – 1.8.28
Themify – WooCommerce Product Filter: by Themify – 1.3.5
Print Invoice & Delivery Notes for WooCommerce: by Tyche Softwares – 4.6.4
WooCommerce Stripe Gateway: by WooCommerce – 5.4.1
WooCommerce: by Automattic – 5.6.0
WordPress Importer: by wordpressdotorg – 0.7
Yoast SEO: by Team Yoast – 17.1
WP 2FA – Two-factor authentication for WordPress: by WP White Security – 1.7.1
WP-DenyHost: by PerS – 1.3.1
3CX Live Chat: by 3CX – 9.3.1
WP Rollback: by Impress.org – 1.7.1
Smush: by WPMU DEV – 3.9.0
WPC Variations Radio Buttons for WooCommerce: by WPClever – 2.4.7
WPS Hide Login: by WPServeur
NicolasKulka
wpformation – 1.8.6

### Inactive Plugins (0) ###

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

StackCache: by Stack CP –

### 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: –

### WC Pages ###

Shop base: #9 – /shop/
Basket: #366 – /cart/
Checkout: #11 – /checkout/
My account: #12 – /my-account/
Terms and conditions: #36655 – /terms-and-conditions/

### Theme ###

Name: BDM
Version: 1.0.0
Author URL: https://hostcat.co.uk/
Child Theme: ?
Parent Theme Name: Divi
Parent Theme Version: 4.10.6
Parent Theme Author URL: https://www.elegantthemes.com
WooCommerce Support: ?

### Templates ###

Overrides: –

### Action Scheduler ###

Complete: 1,499
Oldest: 2021-08-17 09:17:46 +0100
Newest: 2021-09-08 08:57:39 +0100

### Status report information ###

Generated at: 2021-09-08 13:13:45 +01:00
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• This reply was modified 3 years, 6 months ago by Sambra1985.

Hi @chrisbdm

I do have a screen shot of when it bounces back to the top of the page where there is a empty banner box, which when use the inspect feature, shows WooCommerce Error. How Can I share this with you?

I recommend?https://snipboard.io?for easily sharing screenshots – please follow the instructions on the page, then paste the URL in this chat. It works with Chrome, Firefox, Safari, and Edge.

Hi @maykato

Thanks, the link is https://snipboard.io/jtmM2f.jpg

I’ve also risen the issue with Elegant Themes (who make Divi builder) and they think it could be the a issue with Stripe payment plugin (have tried other payment methods within Woosuch as PayPal and BACSs but the same issue occurs, the bouncing back to the top of the page with blank error banner).

This is a screen shot from them, might help; https://snipboard.io/dNWFr8.jpg

Hi @chrisbdm,

Thanks for your screenshots.

I must say that 500 errors are a bit generic and are generally caused by PHP Fatal Errors. You can search through your server’s error logs to find the exact error and script location; it is often caused by a customization or plugin which is referencing a deprecated class/function.

Just to check, have you already tried the full conflict testing suggested by @joashrajin above? Here’s more information:

https://docs.woocommerce.com/document/woocommerce-self-service-guide/

Thanks.

Hi @rainfallnixfig

I have some error logs listed (see the screen shot here; https://snipboard.io/NHqhkv.jpg).

Would you like to see a specific one? Thanks

Hi @chrisbdm,

Thanks for the screenshot, seems quite a lot is going on.

So that we can start getting additional context, on the error logs screen, could you kindly share with us the full error logs for the following:
* fatal error log dated 9th Sept.
* Stripe log for 7th Sept.

If the error logs are long, you can share them via https://pastebin.com/. Feel free to remove any sensitive info.

Thanks.

Here’s log for dated 9th. It’s a long one but its basically this repeated over and over again,

2021-09-09T00:01:34+00:00 CRITICAL Uncaught Error: Call to undefined function et_builder_setting_is_on() in /home/sites/4a/2/281ce83eea/public_html/wp-content/themes/Divi/includes/builder/class-et-builder-element.php:1467
Stack trace:
#0 /home/sites/4a/2/281ce83eea/public_html/wp-content/themes/Divi/includes/builder/class-et-builder-element.php(770): ET_Builder_Element::setup_advanced_styles_manager()
#1 /home/sites/4a/2/281ce83eea/public_html/wp-content/plugins/image-intense-v3/n10s-custom-modules.php(1101): ET_Builder_Element->__construct()
#2 /home/sites/4a/2/281ce83eea/public_html/wp-content/plugins/image-intense-v3/divi-n10s-image.php(41): include('/home/sites/4a/...')
#3 /home/sites/4a/2/281ce83eea/public_html/wp-includes/class-wp-hook.php(303): N10S_Custom_Modules(Object(WP))
#4 /home/sites/4a/2/281ce83eea/public_html/wp-includes/class-wp-hook.php(327): WP_Hook->apply_filters(NULL, Array)
#5 /home/sites/4a/2/281ce83eea/public_html/wp-includes/plugin.php(518): WP_Hook->do_action(Array)
#6 /home/sites/4a/2/281ce83eea/public_html/wp-includ in /home/sites/4a/2/281ce83eea/public_html/wp-content/themes/Divi/includes/builder/class-et-builder-element.php on line 1467

• This reply was modified 3 years, 6 months ago by Sambra1985.

Hi @chrisbdm,

Thanks for sharing that error log.

Please change the theme to Storefront and deactivate the plugin Divi Image Intense. See if the warning is displayed after placing an order.

If it’s not showing, reactivate your theme first and check again. If still okay, go on activating Divi Image Intense plugin and check again for the warning error on checkout. If the warning appears you will know that plugin is causing trouble – therefore reach out to the plugin author for further assistance.

Ideally, it’s recommended running a full conflict test deactivating all plugins (except WooCommerce) and switching the theme.

You can read more about plugin and theme conflicts in the documentation here: https://docs.woocommerce.com/document/woocommerce-self-service-guide/

Thanks.

Hello @rainfallnixfig

Yes, turning off Divi Image Intense has resolved the checkout issue without changing the store front theme.

Thanks for your help.

I’ll do some more testing and see how things go.

Hi @chrisbdm

Sounds good! Please let us know how it goes.

Hi @chrisbdm

We’ve not heard back from you in a while, so I’m marking this thread as resolved. If you have further questions, please feel free to open a new topic.

I had the same issue and it was Divi Image Intense causing the error!