Download details Disappeared

  • Resolved mia1618

    (@mia1618)


    2 years, 7 months ago

    Hi, I am not sure what is the issue but all the download details for our downloadable and virtual products don’t show.
    The email also doesn’t get sent too.
    These are my configuration for my downloadable products
    https://prnt.sc/2wTIisMEJPWe

    Any reason why download details and emails don’t work?

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

Viewing 15 replies - 1 through 15 (of 23 total)

  • Hello,

    This kind of problem is usually caused by a conflict with your theme or with another plugin. The best way to determine this is to:

    • Temporarily switch your theme to Storefront
    • Disable all plugins except for WooCommerce
    • Test to see if the issue has been resolved

    If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

    Thread Starter mia1618

    (@mia1618)

    Hi @maykato

    I tried what you suggested but still having the issue I already removed all the site plugins only woocommerce left but the download details don’t appear. It only displays the download headers like this https://prnt.sc/OZdrG5CfflGP.
    I’m really not sure what’s causing the issue

    • This reply was modified 2 years, 7 months ago by mia1618.

    Hi @mia1618

    Thanks for conducting the conflict test and for sharing the screenshot of the issue.

    Your configuration for downloadable products is good yet nothing came of the conflict test, which is odd.

    1. Do you have any custom coding in your site? Be sure to disable those (if any) because custom codes can cause conflicts too.

    2. Please share a copy of your site’s System Status so we can check the configuration. 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.

    Thread Starter mia1618

    (@mia1618)

    Hi @margaretwporg We already removed any custom coding we had.

    Also this is the status report

    
### WordPress Environment ###

WordPress address (URL): https://www.kinowear.com
Site address (URL): https://www.kinowear.com
WC Version: 6.3.1
REST API Version: ? 6.3.1
WC Blocks Version: ? 6.9.0
Action Scheduler Version: ? 3.4.0
WC Admin Version: ? 3.2.1
Log Directory Writable: ?
WP Version: 5.9.3
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache/2.4.53 (Unix) OpenSSL/1.0.2g
PHP Version: 7.4.28
PHP Post Max Size: 1 GB
PHP Time Limit: 30
PHP Max Input Vars: 5000
cURL Version: 7.47.0
OpenSSL/1.0.2g

SUHOSIN Installed: –
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Max Upload Size: 512 MB
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fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

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astra-child/woocommerce/auth/form-login.php
astra-child/woocommerce/auth/header.php
astra-child/woocommerce/cart/cart-empty.php
astra-child/woocommerce/cart/cart-item-data.php
astra-child/woocommerce/cart/cart-shipping.php
astra-child/woocommerce/cart/cart-totals.php
astra-child/woocommerce/cart/cart.php
astra-child/woocommerce/cart/cross-sells.php
astra-child/woocommerce/cart/mini-cart.php
astra-child/woocommerce/cart/proceed-to-checkout-button.php
astra-child/woocommerce/cart/shipping-calculator.php
astra-child/woocommerce/checkout/cart-errors.php
astra-child/woocommerce/checkout/form-billing.php
astra-child/woocommerce/checkout/form-checkout.php
astra-child/woocommerce/checkout/form-coupon.php
astra-child/woocommerce/checkout/form-login.php
astra-child/woocommerce/checkout/form-pay.php
astra-child/woocommerce/checkout/form-shipping.php
astra-child/woocommerce/checkout/order-receipt.php
astra-child/woocommerce/checkout/payment-method.php
astra-child/woocommerce/checkout/payment.php
astra-child/woocommerce/checkout/review-order.php
astra-child/woocommerce/checkout/terms.php
astra-child/woocommerce/checkout/thankyou.php
astra-child/woocommerce/content-product-cat.php
astra-child/woocommerce/content-product.php
astra-child/woocommerce/content-single-product.php
astra-child/woocommerce/content-widget-price-filter.php
astra-child/woocommerce/content-widget-product.php
astra-child/woocommerce/content-widget-reviews.php
astra-child/woocommerce/emails/admin-cancelled-order.php
astra-child/woocommerce/emails/admin-failed-order.php
astra-child/woocommerce/emails/admin-new-order.php
astra-child/woocommerce/emails/customer-completed-order.php
astra-child/woocommerce/emails/customer-invoice.php
astra-child/woocommerce/emails/customer-new-account.php
astra-child/woocommerce/emails/customer-note.php
astra-child/woocommerce/emails/customer-on-hold-order.php
astra-child/woocommerce/emails/customer-processing-order.php
astra-child/woocommerce/emails/customer-refunded-order.php
astra-child/woocommerce/emails/customer-reset-password.php
astra-child/woocommerce/emails/email-addresses.php
astra-child/woocommerce/emails/email-customer-details.php
astra-child/woocommerce/emails/email-downloads.php
astra-child/woocommerce/emails/email-footer.php
astra-child/woocommerce/emails/email-header.php
astra-child/woocommerce/emails/email-order-details.php
astra-child/woocommerce/emails/email-order-items.php
astra-child/woocommerce/emails/email-styles.php
astra-child/woocommerce/emails/plain/admin-cancelled-order.php
astra-child/woocommerce/emails/plain/admin-failed-order.php
astra-child/woocommerce/emails/plain/admin-new-order.php
astra-child/woocommerce/emails/plain/customer-completed-order.php
astra-child/woocommerce/emails/plain/customer-invoice.php
astra-child/woocommerce/emails/plain/customer-new-account.php
astra-child/woocommerce/emails/plain/customer-note.php
astra-child/woocommerce/emails/plain/customer-on-hold-order.php
astra-child/woocommerce/emails/plain/customer-processing-order.php
astra-child/woocommerce/emails/plain/customer-refunded-order.php
astra-child/woocommerce/emails/plain/customer-reset-password.php
astra-child/woocommerce/emails/plain/email-addresses.php
astra-child/woocommerce/emails/plain/email-customer-details.php
astra-child/woocommerce/emails/plain/email-downloads.php
astra-child/woocommerce/emails/plain/email-order-details.php
astra-child/woocommerce/emails/plain/email-order-items.php
astra-child/woocommerce/global/breadcrumb.php
astra-child/woocommerce/global/form-login.php
astra-child/woocommerce/global/quantity-input.php
astra-child/woocommerce/global/sidebar.php
astra-child/woocommerce/global/wrapper-end.php
astra-child/woocommerce/global/wrapper-start.php
astra-child/woocommerce/loop/add-to-cart.php
astra-child/woocommerce/loop/loop-end.php
astra-child/woocommerce/loop/loop-start.php
astra-child/woocommerce/loop/no-products-found.php
astra-child/woocommerce/loop/orderby.php
astra-child/woocommerce/loop/pagination.php
astra-child/woocommerce/loop/price.php
astra-child/woocommerce/loop/rating.php
astra-child/woocommerce/loop/result-count.php
astra-child/woocommerce/loop/sale-flash.php
astra-child/woocommerce/myaccount/dashboard.php
astra-child/woocommerce/myaccount/downloads.php
astra-child/woocommerce/myaccount/form-add-payment-method.php
astra-child/woocommerce/myaccount/form-edit-account.php
astra-child/woocommerce/myaccount/form-edit-address.php
astra-child/woocommerce/myaccount/form-login.php
astra-child/woocommerce/myaccount/form-lost-password.php
astra-child/woocommerce/myaccount/form-reset-password.php
astra-child/woocommerce/myaccount/lost-password-confirmation.php
astra-child/woocommerce/myaccount/my-account.php
astra-child/woocommerce/myaccount/my-address.php
astra-child/woocommerce/myaccount/my-downloads.php
astra-child/woocommerce/myaccount/my-orders.php
astra-child/woocommerce/myaccount/navigation.php
astra-child/woocommerce/myaccount/orders.php
astra-child/woocommerce/myaccount/payment-methods.php
astra-child/woocommerce/myaccount/view-order.php
astra-child/woocommerce/notices/error.php
astra-child/woocommerce/notices/notice.php
astra-child/woocommerce/notices/success.php
astra-child/woocommerce/order/form-tracking.php
astra-child/woocommerce/order/order-again.php
astra-child/woocommerce/order/order-details-customer.php
astra-child/woocommerce/order/order-details-item.php
astra-child/woocommerce/order/order-details.php
astra-child/woocommerce/order/order-downloads.php
astra-child/woocommerce/order/tracking.php
astra-child/woocommerce/product-searchform.php
astra-child/woocommerce/single-product/add-to-cart/external.php
astra-child/woocommerce/single-product/add-to-cart/grouped.php
astra-child/woocommerce/single-product/add-to-cart/simple.php
astra-child/woocommerce/single-product/add-to-cart/variable.php
astra-child/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php
astra-child/woocommerce/single-product/add-to-cart/variation.php
astra-child/woocommerce/single-product/meta.php
astra-child/woocommerce/single-product/photoswipe.php
astra-child/woocommerce/single-product/price.php
astra-child/woocommerce/single-product/product-attributes.php
astra-child/woocommerce/single-product/product-image.php
astra-child/woocommerce/single-product/product-thumbnails.php
astra-child/woocommerce/single-product/rating.php
astra-child/woocommerce/single-product/related.php
astra-child/woocommerce/single-product/review-meta.php
astra-child/woocommerce/single-product/review-rating.php
astra-child/woocommerce/single-product/review.php
astra-child/woocommerce/single-product/sale-flash.php
astra-child/woocommerce/single-product/share.php
astra-child/woocommerce/single-product/short-description.php
astra-child/woocommerce/single-product/stock.php
astra-child/woocommerce/single-product/tabs/additional-information.php
astra-child/woocommerce/single-product/tabs/description.php
astra-child/woocommerce/single-product/tabs/tabs.php
astra-child/woocommerce/single-product/title.php
astra-child/woocommerce/single-product/up-sells.php
astra-child/woocommerce/single-product-reviews.php
astra-child/woocommerce/single-product.php
astra-child/woocommerce/taxonomy-product-cat.php
astra-child/woocommerce/taxonomy-product-tag.php

### WooCommerce PayPal Payments ###

Onboarded: –
Shop country code: US
WooCommerce currency supported: ?
PayPal card processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: –
Vault enabled: –
Logging enabled: –
Reference Transactions: –
Used PayPal Checkout plugin: ?

### Action Scheduler ###

Complete: 217
Oldest: 2022-03-09 07:45:16 +0000
Newest: 2022-04-08 08:54:08 +0000

Failed: 1
Oldest: –
Newest: –

Pending: 5
Oldest: -0001-11-30 00:00:00 +0000
Newest: 2022-04-12 11:45:05 +0000

### Status report information ###

Generated at: 2022-04-08 05:08:26 -04:00

    Hello,

    I am sorry to hear about this this.

    I’d need to ask for one more piece of information:

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

    Let us know, thanks.

    Thread Starter mia1618

    (@mia1618)

    Hi @ihereira

    Here’s the screenshot of the Logs https://prnt.sc/DXT9dDfMwrmt and the syntax error is this on line 38 https://prnt.sc/DzHdjbUlj9cn. How can we fix this?

    Plugin Support Kaushik S. a11n

    (@kaushiksomaiya)

    Hi there

    Thanks for sharing the error logs, however, it looks like the error logs are from March. Could you please share the error logs from April 6?

    Could you also try verifying the database by going to WooCommerce > Status > Tools > Verify base database tables > Verify Database and see if it works?

    You’ll need to place a new order to test it. ?? Let us know how it goes.

    Thread Starter mia1618

    (@mia1618)

    Hi @kaushiksomaiya

    Couldn’t any other logs than this https://prnt.sc/Dx-ZTx_anao0.

    I’ve verified the database already https://prnt.sc/XW087tC6qM1c.

    I placed a new order but the download still doesn’t work https://prnt.sc/3n7ZAgZREWHT.

    Hi @mia1618

    Thanks for confirming that there are no current error logs.

    The system report shows that multiple caching plugins are in use. As the next step we recommend purging all cache from those. Here’s a helpful guide – https://docs.woocommerce.com/document/configuring-caching-plugins/

    You may also want to check if your host is doing any sort of caching and have them disable it.

    Here’s a step by step guide about clearing cache that you may find helpful: https://www.wpbeginner.com/beginners-guide/how-to-clear-your-cache-in-wordpress/

    Please let us know if the issue persists after trying the above, when you place a new order.

    Cheers

    Thread Starter mia1618

    (@mia1618)

    Hi @margaretwporg

    Already cleared all cache and removed all cache plugins and did an order test again but still the same. No download links on the checkout page https://prnt.sc/2_qvz33ElIUn.

    Plugin Support Paulo P – a11n

    (@paulostp)

    Hello,

    Thanks for clearing the server cache.

    I’ve tested the checkout process with the product you linked in the first post. It seems the checkout page is working fine now and will give me a download link, see the image below.


    Link to image: https://snipboard.io/eCqnI3.jpg

    As for the email, it’s being sent, but there the download link won’t show.


    Link to image: https://snipboard.io/B4UvWA.jpg

    I would suggest that you install WP Mail Logging to check if the email generated by WordPress includes the link.

    If it doesn’t, the next step would be to create a staging site for further testing if you don’t have one already. Your host might have that feature, but you can use WP Staging as an alternative.

    On the staging site:

    • set your theme to Storefront
    • disable all plugins except for WooCommerce and WP Mail Logging
    • test a purchase again and check the mail log

    Let us know how it goes!

    Thread Starter mia1618

    (@mia1618)

    Hi @paulostp

    Can you test again? We added a temporary fix for the customers to get their download link via jquery, If the jquery removes the download details won’t display. https://prnt.sc/5y5svSOu6dUG

    I’ve already disabled the plugins and did some tests but it still doesn’t work.

    Hi @mia1618

    Thank you for the clarification.
    The download link was not displayed on my end:

    Could you let us know which was the jQuery code you had added to fix the issue?

    Also, I’d recommend following the previous directions from @paulostp to create a staging site for further testing.

    Thread Starter mia1618

    (@mia1618)

    Hi @hegenberg

    Here’s the query code I added https://prnt.sc/PwRUAOsHd110.

    There’s currently an issue on wp staging. The live site is being detected as a staging site. So we deactivated it.

    Plugin Support Paulo P – a11n

    (@paulostp)

    Hello @mia1618,

    It’s a shame WP Staging won’t work for you. Ideally, you should find a way to have a site for testing – I suggest you reach out to your host. Something else on your site might be breaking this WooCommerce feature, and it’s best to find out what it is.

    Please note that code customization is outside our scope of support. I’ll leave this one for @hegenberg, who generously offered to check it for you.

Viewing 15 replies - 1 through 15 (of 23 total)
  • The topic ‘Download details Disappeared’ is closed to new replies.