Connection to Rest API keeps breaking

We have had the same problem on 2 sites, not sure if this is a Royal Mail or WooCommerce issue.

We are happy to help provide any information that may assist in getting this resolved ASAP. Running latest versions of WordPress & WooCommerce as of 24/08/2021.

Hi @knewell9,

Let’s see if there is an error on the WooCommerce Logs. Kindly provide us the following:

• 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.
• Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

@cd136 Please open your own topic and we’ll help you there.

Thanks!

Hi @rainfallnixfig

Thank you for getting back to me. I’ve included the System status report although sadly no Error logs are available. i hope this helps.

### WordPress Environment ###

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: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.11
PHP Post Max Size: 1 GB
PHP Time Limit: 300
PHP Max Input Vars: 5000
cURL Version: 7.71.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.3.24-MariaDB-cll-lve
Max Upload Size: 1 GB
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: _
Total Database Size: 87.32MB
Database Data Size: 61.56MB
Database Index Size: 25.76MB
_woocommerce_sessions: Data: 2.02MB + Index: 0.06MB + Engine InnoDB
_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
_woocommerce_order_items: Data: 0.41MB + Index: 0.14MB + Engine InnoDB
_woocommerce_order_itemmeta: Data: 4.52MB + Index: 4.03MB + Engine InnoDB
_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_actionscheduler_actions: Data: 0.08MB + Index: 0.13MB + Engine InnoDB
_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_actionscheduler_logs: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_comments: Data: 2.52MB + Index: 1.70MB + Engine InnoDB
_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_litespeed_img_optm: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_litespeed_url: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_litespeed_url_file: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
_mc4wp_log: Data: 0.19MB + Index: 0.00MB + Engine InnoDB
_options: Data: 7.50MB + Index: 0.22MB + Engine InnoDB
_postmeta: Data: 17.55MB + Index: 14.03MB + Engine InnoDB
_posts: Data: 3.52MB + Index: 0.47MB + Engine InnoDB
_revslider_css: Data: 0.13MB + Index: 0.02MB + Engine InnoDB
_revslider_css_bkp: Data: 0.13MB + Index: 0.00MB + Engine InnoDB
_revslider_layer_animations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_revslider_layer_animations_bkp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_revslider_navigations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_revslider_navigations_bkp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_revslider_sliders: Data: 0.31MB + Index: 0.02MB + Engine InnoDB
_revslider_sliders_bkp: Data: 1.50MB + Index: 0.00MB + Engine InnoDB
_revslider_slides: Data: 4.52MB + Index: 0.02MB + Engine InnoDB
_revslider_slides_bkp: Data: 8.52MB + Index: 0.00MB + Engine InnoDB
_revslider_static_slides: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_revslider_static_slides_bkp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_termmeta: Data: 0.06MB + Index: 0.06MB + Engine InnoDB
_terms: Data: 0.39MB + Index: 0.50MB + Engine InnoDB
_term_relationships: Data: 1.52MB + Index: 0.28MB + Engine InnoDB
_term_taxonomy: Data: 0.42MB + Index: 0.42MB + Engine InnoDB
_tm_taskmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_tm_tasks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_usermeta: Data: 1.52MB + Index: 0.81MB + Engine InnoDB
_users: Data: 0.09MB + Index: 0.05MB + Engine InnoDB
_wcpdf_invoice_number: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_wc_customer_lookup: Data: 0.22MB + Index: 0.19MB + Engine InnoDB
_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_wc_order_coupon_lookup: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
_wc_order_product_lookup: Data: 0.36MB + Index: 0.39MB + Engine InnoDB
_wc_order_stats: Data: 0.25MB + Index: 0.23MB + Engine InnoDB
_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_wc_product_meta_lookup: Data: 0.06MB + Index: 0.09MB + Engine InnoDB
_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_woodmart_wishlists: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
_woodmart_wishlist_products: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_yoast_indexable: Data: 1.52MB + Index: 0.55MB + Engine InnoDB
_yoast_indexable_hierarchy: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_yoast_primary_term: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
_yoast_prominent_words: Data: 0.14MB + Index: 0.14MB + Engine InnoDB
_yoast_seo_links: Data: 0.41MB + Index: 0.28MB + Engine InnoDB
_yoast_seo_meta: Data: 0.11MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 387
cms_block: 65
mc4wp-form: 1
nav_menu_item: 105
page: 26
portfolio: 9
post: 12
product: 225
product_variation: 62
revision: 1
shop_coupon: 7
shop_order: 2052
shop_order_refund: 89
woodmart_sidebar: 2
woodmart_slide: 32
wpcf7_contact_form: 6

### Security ###

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

### Active Plugins (18) ###

Query Monitor: by John Blackbourn – 3.7.1
Contact Form 7: by Takayuki Miyoshi – 5.4.2
Google Tag Manager for WordPress: by Thomas Geiger – 1.13.1
WPBakery Page Builder: by Michael M - WPBakery.com – 6.7.0
LiteSpeed Cache: by LiteSpeed Technologies – 4.3
Loco Translate: by Tim Whitlock – 2.5.3
MC4WP: Mailchimp for WordPress: by ibericode – 4.8.6
MC4WP: Mailchimp for WordPress Premium: by ibericode – 4.8.18
Safe SVG: by Daryll Doyle – 1.9.9
WooCommerce Email Customizer: by cxThemes – 3.33
WooCommerce Stripe Gateway: by WooCommerce – 5.4.0
WooCommerce PDF Invoices & Packing Slips: by Ewout Fernhout – 2.9.3
WooCommerce: by Automattic – 5.6.0
Woodmart Core: by  – 1.0.29
Yoast SEO Premium: by Team Yoast – 16.9
Yoast SEO: by Team Yoast – 16.9
ReCaptcha v2 for Contact Form 7: by IQComputing – 1.3.5
Yoast SEO: WooCommerce: by Team Yoast – 14.3

### Inactive Plugins (1) ###

Slider Revolution: by ThemePunch – 6.5.7

### Dropin Plugins (1) ###

db.php: Query Monitor Database Class

### 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: #10 - /shop/
Bag: #11 - /cart/
Checkout: #12 - /checkout/
My account: #13 - /my-account/
Terms and conditions: #2882 - /terms-and-conditions/

### Theme ###

Name: Woodmart Child
Version: 1.0.0
Author URL: https://xtemos.com
Child Theme: ?
Parent Theme Name: Woodmart
Parent Theme Version: 6.1.4
Parent Theme Author URL: https://themeforest.net/user/xtemos
WooCommerce Support: ?

### Templates ###

Overrides: woodmart/woocommerce/archive-product.php
woodmart/woocommerce/cart/cart-item-data.php
woodmart/woocommerce/cart/cart.php
woodmart/woocommerce/cart/cross-sells.php
woodmart/woocommerce/cart/mini-cart.php
woodmart/woocommerce/checkout/form-checkout.php
woodmart/woocommerce/checkout/thankyou.php
woodmart/woocommerce/content-product-cat.php
woodmart/woocommerce/content-product.php
woodmart/woocommerce/content-single-product.php
woodmart/woocommerce/content-widget-product.php
woodmart/woocommerce/global/breadcrumb.php
woodmart/woocommerce/global/form-login.php
woodmart/woocommerce/global/quantity-input.php
woodmart/woocommerce/loop/add-to-cart.php
woodmart/woocommerce/loop/loop-end.php
woodmart/woocommerce/loop/loop-start.php
woodmart/woocommerce/loop/no-products-found.php
woodmart/woocommerce/loop/orderby.php
woodmart/woocommerce/loop/pagination.php
woodmart/woocommerce/loop/sale-flash.php
woodmart/woocommerce/myaccount/form-login.php
woodmart/woocommerce/product-searchform.php
woodmart/woocommerce/single-product/add-to-cart/grouped.php
woodmart/woocommerce/single-product/add-to-cart/variable.php
woodmart/woocommerce/single-product/meta.php
woodmart/woocommerce/single-product/product-image.php
woodmart/woocommerce/single-product/product-thumbnails.php
woodmart/woocommerce/single-product/rating.php
woodmart/woocommerce/single-product/related.php
woodmart/woocommerce/single-product/sale-flash.php
woodmart/woocommerce/single-product/tabs/tabs.php
woodmart/woocommerce/single-product/title.php
woodmart/woocommerce/single-product/up-sells.php
woodmart/woocommerce/single-product.php

### Action Scheduler ###

Canceled: 1
Oldest: 2021-08-24 01:27:22 +0100
Newest: 2021-08-24 01:27:22 +0100

Complete: 216
Oldest: 2021-07-28 12:17:53 +0100
Newest: 2021-08-24 21:56:14 +0100

### Status report information ###

Generated at: 2021-08-24 22:49:35 +01:00

Hi @knewell9,

Thanks for sending over your System Status Report.

Upon checking the Royal Mail Click & Drop Help Centre it sounds like, when attempting to make a connection, some cache or security plugins can interfere and cause connection issues and so these may need to be disabled temporarily in order for the integration to work correctly. Also, make sure that the minimum requirements are met.

I see you have LiteSpeed Cache active and you may want to temporarily deactivate that plugin and monitor the connection. If still dropping, please perform a full conflict testing following our guide: https://docs.woocommerce.com/document/how-to-test-for-conflicts/.

Thanks.

Hi @knewell9,

It’s been a while since we hear from you so I was just checking in to see if you were able to make some headway with the issue.

If you’re still facing challenges, please contact Royal Mail directly as we do not offer the Click and Drop functionality as explained in our Royal Mail documentation.
Here’s how to reach Royal Mail – https://personal.help.royalmail.com/app/contact

Hope this leads to a resolution.
Thanks.