Download files not working

  • Resolved psalterproject

    (@psalterproject)


    1 year, 7 months ago

    Hi there!

    I recently reinstalled Storefront due to (hopefully unrelated) issues with an unwanted popup. However, since then I’ve had trouble with customers not being able to download their purchases. I’ve also noticed that the images on most of the products are not loading properly.

    The problem seems to be fixed by re-uploading the file for the product. However, with 300+ products (most with multiple download options), manually fixing each and every one would be a bit of an agonizing process.

    Thanks in advance for any help you can give!

    See below for the system status report and fatal errors log:

    System status report: 

WordPress Environment

WordPress address (URL): https://gregscheer.com
Site address (URL): https://gregscheer.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: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

Server Environment

Server Info: Apache
PHP Version: 8.2.5
PHP Post Max Size: 64 MB
PHP Time Limit: 50000
PHP Max Input Vars: 5000
cURL Version: 7.64.0
OpenSSL/1.1.1n

SUHOSIN Installed: –
MySQL Version: 10.5.19-MariaDB-1:10.5.19+maria~deb10-log
Max Upload Size: 64 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_ba617e1a58_
Total Database Size: 248.31MB
Database Data Size: 228.68MB
Database Index Size: 19.63MB
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Post Type Counts

attachment: 951
blocks: 8
brizy-project: 1
custom_css: 2
flamingo_contact: 52
flamingo_inbound: 58
ms-albums: 1
ms-artists: 1
ms-music: 20
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oembed_cache: 4
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shop_coupon: 4
shop_order: 555
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wc_product_table: 3
wp_global_styles: 2
wpcf7_contact_form: 1
wpforms: 1

Security

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

Active Plugins (26)

ActiveCampaign: by ActiveCampaign – 8.1.12
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Code Snippets: by Code Snippets Pro – 3.3.0
Contact Form 7: by Takayuki Miyoshi – 5.7.5.1
Disable Theme and Plugin Auto-Update Emails: by KZeni – 2.0.3
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Grid & List toggle for Woocommerce: by phoeniixx – 1.4.2
Health Check & Troubleshooting: by The www.remarpro.com community – 1.6.0
Jetpack: by Automattic – 12.0
Collapse-O-Matic: by twinpictures
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Mediamatic: by plugincraft – 1.7
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UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.23.3

WooCommerce Product Table Lite: by WC Product Table – 2.6.1
WooCommerce PayPal Payments: by WooCommerce – 2.0.4
WooCommerce Shipping & Tax: by WooCommerce – 2.2.4
WooCommerce: by Automattic – 7.6.0
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Settings

API Enabled: –
Force SSL: –
Currency: USD ($)
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: #2301 - /shop/
Cart: #2302 - /cart/
Checkout: #2303 - /checkout/
My account: #2304 - /my-account/
Terms and conditions: ? Page not set

Theme

Name: Storefront
Version: 4.2.0
Author URL: https://woocommerce.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: ?

Templates

Overrides: –

WooCommerce PayPal Payments

Onboarded: ?
Shop country code: US
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
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onboarding
onboarding-tasks
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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
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settings

Daily Cron: ? Next scheduled: 2023-04-22 06:06:29 -04:00
Options: ?
Notes: 135
Onboarding: completed

Action Scheduler

Complete: 315
Oldest: 2023-04-11 10:27:35 -0400
Newest: 2023-04-21 21:52:01 -0400

Failed: 5
Oldest: 2023-02-15 01:07:37 -0500
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Pending: 1
Oldest: 2023-04-22 10:38:34 -0400
Newest: 2023-04-22 10:38:34 -0400

Status report information

Generated at: 2023-04-21 21:52:10 -04:00
`

    Fatal errors log:

    2023-04-12T21:49:27+00:00 CRITICAL Uncaught Error: Failed opening required ‘inc/class-storefront.php’ (include_path=’.:/usr/lib/php8.2′) in /homepages/38/d890046041/htdocs/gregscheer.com/Gregscheer/wp-content/themes/storefront/functions.php:27

    Stack trace:

    #0 /homepages/38/d890046041/htdocs/gregscheer.com/Gregscheer/wp-settings.php(591): include()

    #1 /homepages/38/d890046041/htdocs/gregscheer.com/Gregscheer/wp-config.php(82): require_once(‘/homepages/38/d…’)

    #2 /homepages/38/d890046041/htdocs/gregscheer.com/Gregscheer/wp-load.php(50): require_once(‘/homepages/38/d…’)

    #3 /homepages/38/d890046041/htdocs/gregscheer.com/Gregscheer/wp-blog-header.php(13): require_once(‘/homepages/38/d…’)

    #4 /homepages/38/d890046041/htdocs/gregscheer.com/Gregscheer/index.php(17): require(‘/homepages/38/d…’)

    #5 {main}

      thrown in /homepages/38/d890046041/htdocs/gregscheer.com/Gregscheer/wp-content/themes/storefront/functions.php on line 27

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

Viewing 6 replies - 1 through 6 (of 6 total)

  • Hi @psalterproject

    Thanks for reaching out!

    I understand that you recently reinstalled Storefront due to an unwanted popup issue and since then, you’ve faced problems with customers not being able to download their purchases and images not loading properly. Furthermore, re-uploading the files for each product is a time-consuming process, especially when you have 300+ products with multiple download options, correct?

    To address the download issue, please ensure that the file paths for your downloadable products are correct. You can do this by navigating to the product edit page in your WooCommerce dashboard and checking the file path under the Downloadable Files section.

    Meanwhile, as per the error logs, this is pointing to your theme. Can you please delete the existing theme and try to do a fresh install of the default Storefront theme and see if this resolves the issue?

    As for the images not loading properly, can you please share with us a clear screenshot of what you see on your end so that we could address you more effectively?

    If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

    Meanwhile, this might be due to incorrect image URLs or caching issues. To resolve this, please follow these steps:

    1. Clear Cache: If you’re using a caching plugin or your hosting provider has server-level caching enabled, please clear the cache. This will help in loading the updated images on your website.
    2. Check Image URLs: Ensure that the image URLs are correct and pointing to the right location. You can do this by inspecting the image element in your browser and checking the ‘src’ attribute.
    3. Clear your browser’s cache or try another browser or in incognito mode

    Please give these a try and let us know how that goes!

    Thread Starter psalterproject

    (@psalterproject)

    Thanks for your reply! Unfortunately none of these suggestions have resolved the issues.

    For troubleshooting purposes, I focused on one product “A Guardian’s Prayer.” I reinstalled Storefront, verified that the file path for the downloadable product was correct, and purchased the free leadsheet. Unfortunately the download link led to a File Not Found page (see below).

    As for the image not showing up (see screenshot below), I tried clearing the browser cache, using a different browser, and using an incognito browser. I don’t have a caching plugin and while I’m not sure about our host that seems like a long shot. I’m not particularly familiar with inspecting elements but I did find the src attribute and as far as I could tell everything looked as it should.

    Any other ideas?

    Saif

    (@babylon1999)

    Hello @psalterproject,

    For troubleshooting purposes, I focused on one product “A Guardian’s Prayer.” I reinstalled Storefront, verified that the file path for the downloadable product was correct, and purchased the free leadsheet. Unfortunately the download link led to a File Not Found page (see below).

    One thing you can try flushing the permalinks by navigating to Dashboard > Settings > Permalinks.

    Once in there, click the ‘Save Changes’ button (you don’t need to make actual changes), this should re-write the rules for your site’s .htaccess file.

    If that doesn’t help, then please try disabling all plugins except WooCommerce. If the problem is not present after doing so, then you know there was a plugin conflict. You can enable plugins one by one again to find the culprit.

    Regarding the image issue, it appears to be related to Jetpack’s Site Accelerator. Could you please try disabling this feature altogether and attempt refreshing your server cache?

    Let us know how it goes!

    Thread Starter psalterproject

    (@psalterproject)

    I tried resetting the permalinks. I tried troubleshooting plugins for conflicts. I tried disabling the Jetpack site accelerator. I tried refreshing the server cache. Nothing’s working. I’m baffled. Any other ideas?

    Saif

    (@babylon1999)

    I tried resetting the permalinks. I tried troubleshooting plugins for conflicts. I tried disabling the Jetpack site accelerator. I tried refreshing the server cache. Nothing’s working. I’m baffled. Any other ideas?

    I understand your frustration at this point. I took another look and it seems like both problems are connected and lead back to something wrong in the media library since you mentioned re-uploading the file fixes the issue.

    For example, the product image for this product (https://gregscheer.com/product/ah-holy-jesus/) is missing even from the uploads directory (https://gregscheer.com/wp-content/uploads/2022/03/ah_holy_jesus-piano-scaled.jpg).

    Can you please navigate to the media library and confirm whether the product files and missing images are present there?

    Look forward to hearing back from you.

    Hi @psalterproject

    We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please start a new topic.

    Thanks!

Viewing 6 replies - 1 through 6 (of 6 total)
  • The topic ‘Download files not working’ is closed to new replies.

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