Disconnects Randomly from Square Account Weekly

  • Resolved BIrdie

    (@goldendust20)


    4 years, 3 months ago

    Hi there. My client is using WooCommerce Square on her WordPress website. About once a week our WordPress website loses connection, or fails to load the CC payment gateway claiming there are “no payment methods for this state.”

    We can typically fix all connection issues by disconnecting and reconnecting, but this is obviously not how this should be working, as it prevents users from checking out until someone notices the plugin lost connection, or a customer calls to complain.

    Are there any known issues I can look at on my end or suggestions that I could track down to find a resolution to this?

    Thanks!

    The page I need help with: [log in to see the link]

Viewing 11 replies - 1 through 11 (of 11 total)

  • Hi there @goldendust20,

    Thanks for reaching out!

    Can you please check if Debug logging is enabled in WooCommerce > Settings > Square and then check the logs in WooCommerce > Status > Logs > choose square logfile from the drop-down?

    You need to know on which day was a disconnect and open the corresponding log file. Please paste these logs here via pastebin.com link and remove any sensitive and personal information from there.

    Also, please check with your hosting if there were any server-side errors around the same time when Square got disconnected.

    Let us know how that goes!

    I am having that same issue with my website https://www.infusedcbdmarketplace.com

    I have disconnected from square and reconnected and it works, then literally the next day was having the same issue again.

    This is really not something to take lightly woocommerce as square tells us to reach out to you because you developed the app

    I also have a client that experiences (and has multiple times) this issue. I think I’ve narrowed it down by finding that the disconnection corresponds with a Woo Commerce scheduled action with the Hook Name: wc_square_refresh_connection

    For some reason this scheduled action gets “canceled” and perhaps that is the result of the connection failure or it is the cause… not sure. I tracked the dates of these canceled tasks to the dates when my customer has notified me that customers are having issues… when I find that Square has randomly disconnected, and I then reconnect.

    Today I ran the “Woo Commerce Database Update” and then searched through the pending tasks to find this action in the pending queue again… but for some reason the “scheduled date” is a week out from today. Not sure why that would be… I then tried to just click the “run” option for that hook, and I got a success message that the action was successfully executed… but the action remains in the pending status, with that future date as the scheduled date.

    At the moment, Square remains connected in the WooCommerce settings area, but my guess is that 7 days from now it will drop… so I’m watching it!

    My hope is that this bug gets resolved, because it makes this plugin unreliable and therefore useless in the realm of online commerce.

    Thread Starter BIrdie

    (@goldendust20)

    Hello there. This is the information that I received in the latest disconnection. No one was logged into the back end at the time. I received a notification via email “There was a problem with your square access token”.

    Thank you for looking into this and finding a solution for our clients that works with this plugin.

    2020-07-16T21:26:24+00:00 CRITICAL Uncaught Error: Call to a member function getIdMappings() on string in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php:352
    Stack trace:
    #0 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(114): WooCommerce\Square\Sync\Manual_Synchronization->upsert_categories()
    #1 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(55): WooCommerce\Square\Sync\Stepped_Job->do_next_step()
    #2 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(172): WooCommerce\Square\Sync\Stepped_Job->run()
    #3 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(123): WooCommerce\Square\Handlers\Background_Job->process_job(Object(WooCommerce\Squ in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php on line 352

    2020-07-16T21:26:29+00:00 CRITICAL Uncaught Error: Call to a member function getIdMappings() on string in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php:352
    Stack trace:
    #0 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(114): WooCommerce\Square\Sync\Manual_Synchronization->upsert_categories()
    #1 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(55): WooCommerce\Square\Sync\Stepped_Job->do_next_step()
    #2 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(172): WooCommerce\Square\Sync\Stepped_Job->run()
    #3 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(123): WooCommerce\Square\Handlers\Background_Job->process_job(Object(WooCommerce\Squ in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php on line 352

    2020-07-16T21:35:47+00:00 CRITICAL Uncaught Error: Call to a member function getObjects() on string in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php:661
    Stack trace:
    #0 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(114): WooCommerce\Square\Sync\Manual_Synchronization->search_matched_products()
    #1 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(55): WooCommerce\Square\Sync\Stepped_Job->do_next_step()
    #2 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(172): WooCommerce\Square\Sync\Stepped_Job->run()
    #3 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(123): WooCommerce\Square\Handlers\Background_Job->process_job(Object(WooCommerce\ in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php on line 661

    2020-07-16T21:37:31+00:00 CRITICAL Uncaught Error: Call to a member function getObjects() on string in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php:661
    Stack trace:
    #0 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(114): WooCommerce\Square\Sync\Manual_Synchronization->search_matched_products()
    #1 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Stepped_Job.php(55): WooCommerce\Square\Sync\Stepped_Job->do_next_step()
    #2 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(172): WooCommerce\Square\Sync\Stepped_Job->run()
    #3 /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Handlers/Background_Job.php(123): WooCommerce\Square\Handlers\Background_Job->process_job(Object(WooCommerce\ in /home/customer/www/healingelementswellness.com/public_html/wp-content/plugins/woocommerce-square/includes/Sync/Manual_Synchronization.php on line 661

    Hi there @goldendust20, @23rdstudios and @gerryleblanc,

    That’s a tricky case we have here!

    At this point, we’d need to take a closer look at your configuration.

    Please contact us at WooCommerce.com > My Account > Tickets. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Hi there @goldendust20, @23rdstudios and @gerryleblanc,

    I’ll mark this thread as Resolved since we’ll be taking care of it via a ticket.

    Cheers!

    Thread Starter BIrdie

    (@goldendust20)

    It’s not resolved. I put in a ticket and it was never responded to.
    I am sure I speak for all of us that this is quite frustrating, and the reviews on the plugin, I suspect are due to flaws that make this plugin unusable as an WooCommerce payment gateway to Square accounts.

    Again, there was no resolution after placing a ticket per your request.

    Hi there @goldendust20,

    I totally understand that the issue itself is not resolved and we’re just taking it to a different channel because we would probably need to log in to your site to understand what’s happening.

    We haven’t been able to replicate this disconnect yet, that’s why we need you to log a ticket where we could gather logs and try to replicate and report to developers if it’s a bug.

    Can you give me your ticket # so I could check the progress?

    Thread Starter BIrdie

    (@goldendust20)

    I went to the link above and put in a request. I didn’t get a ticket number, an agent never responded. I received an email confirmation of my ticket (below), though I am not sure how useful it would be.

    I am happy to provide someone access, I just have no one to provide access to.

    Regarding the disconnecting, it happened and had to be reset again yesterday.

    “Hi there,

    Your support request has been submitted to our team of Happiness Engineers. We normally reply within 24 hours. Rest assured that your email arrived safely and our support team will be in touch as soon as we can.

    If you have any more details to share or happen to find the answer yourself just reply to this email to keep us updated. In the meantime you might want to check out our support documentation here.

    Thank you for your patience and we’ll be in touch soon!

    – The WooCommerce.com support team

    This email is a service from Automattic.”

    Thread Starter BIrdie

    (@goldendust20)

    I received the second email in response to my ticket I opened and linked back to this forum as you requested.

    I try to “reply to the ticket” and there are no tickets.

    “We’ve marked your ticket as solved for now. Please check below for additional comments. If you have further questions, reply to this email or your ticket here: https://woocommerce.com/my-account/tickets/?id=3219087.”

    • This reply was modified 4 years, 3 months ago by BIrdie.

    Hi there @goldendust20,

    Thank you for clarification! I do see that we replied to your ticket on August 13 with the steps on how to securely pass admin access details to us.

    I re-sent this response one more time, can you please check if you got it?

Viewing 11 replies - 1 through 11 (of 11 total)
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