missing woocommerce donwloads report data

  • Resolved mordimpark

    (@mordimpark)


    3 years, 5 months ago

    Hi,

    on our Woocommerce installations the downloads report (described at https://docs.woocommerce.com/document/woocommerce-analytics/#downloads-report) is not showing reliable data. We are selling virtual products (PDF files) and for approximately 95% of our orders the downloads performed by our customers are not tracked and therefore not showing up in downloads report or on “WooCommerce > Orders -> Downloadable Product Permissions” meta box. The download itself is working fine, we do not have customer complaints about failing downloads.

    I am able to reproduce the behavior on a second woocommerce shop with less traffic running on same hoster (domainfactory – df.eu), but when running it on a local raspberry pi test installation with same theme/plugins downloads are counted fine. I already disabled mainly all plugins, but this did not help (woocommerce system report below).

    
### WordPress Environment ###

WordPress address (URL): https://mord-im-park.de
Site address (URL): https://mord-im-park.de
WC Version: 5.3.0
REST API Version: ? 5.3.0
WC Blocks Version: ? 4.9.1
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 2.2.6
Log Directory Writable: ?
WP Version: 5.7.2
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: de_DE
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.19
PHP Post Max Size: 75 MB
PHP Time Limit: 60
PHP Max Input Vars: 1500
cURL Version: 7.61.1
OpenSSL/1.1.1g

SUHOSIN Installed: –
MySQL Version: 10.4.17-MariaDB
Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.3.0
WC Database Prefix: wp_
Datenbank-Gesamtgr??e: 58.08MB
Datenbank-Datengr??e: 42.48MB
Datenbank-Indexgr??e: 15.60MB
wp_woocommerce_sessions: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Daten: 0.11MB + Index: 0.11MB + Engine InnoDB
wp_woocommerce_tax_rates: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zones: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Daten: 0.57MB + Index: 0.21MB + Engine MyISAM
wp_actionscheduler_claims: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_actionscheduler_groups: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_actionscheduler_logs: Daten: 0.38MB + Index: 0.27MB + Engine MyISAM
wp_bup_appearance_templates: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_appointment_notes: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_bookings: Daten: 0.11MB + Index: 0.02MB + Engine MyISAM
wp_bup_bookings_meta: Daten: 1.62MB + Index: 0.49MB + Engine MyISAM
wp_bup_carts: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_categories: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_filters: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_filter_staff: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_notifications: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_orders: Daten: 0.13MB + Index: 0.02MB + Engine MyISAM
wp_bup_services: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_service_rates: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_service_variable_pricing: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_staff_availability: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_staff_availability_breaks: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_staff_availability_rules: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_bup_staff_days_off: Daten: 0.01MB + Index: 0.01MB + Engine MyISAM
wp_commentmeta: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_comments: Daten: 0.03MB + Index: 0.02MB + Engine MyISAM
wp_email_log: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_glsr_assigned_posts: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_glsr_assigned_terms: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_glsr_assigned_users: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_glsr_ratings: Daten: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_links: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_ms_snippets: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_newsletter: Daten: 0.27MB + Index: 0.10MB + Engine MyISAM
wp_newsletter_emails: Daten: 0.81MB + Index: 0.00MB + Engine MyISAM
wp_newsletter_sent: Daten: 0.20MB + Index: 0.31MB + Engine MyISAM
wp_newsletter_stats: Daten: 0.25MB + Index: 0.14MB + Engine MyISAM
wp_newsletter_user_logs: Daten: 1.19MB + Index: 0.05MB + Engine MyISAM
wp_nextend2_image_storage: Daten: 0.08MB + Index: 0.02MB + Engine MyISAM
wp_nextend2_section_storage: Daten: 1.30MB + Index: 0.01MB + Engine MyISAM
wp_nextend2_smartslider3_generators: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_nextend2_smartslider3_sliders: Daten: 0.15MB + Index: 0.00MB + Engine MyISAM
wp_nextend2_smartslider3_sliders_xref: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_nextend2_smartslider3_slides: Daten: 0.08MB + Index: 0.04MB + Engine MyISAM
wp_nf3_actions: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_nf3_action_meta: Daten: 0.02MB + Index: 0.00MB + Engine MyISAM
wp_nf3_chunks: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_nf3_fields: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_nf3_field_meta: Daten: 0.08MB + Index: 0.01MB + Engine MyISAM
wp_nf3_forms: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_nf3_form_meta: Daten: 0.01MB + Index: 0.00MB + Engine MyISAM
wp_nf3_objects: Daten: 0.04MB + Index: 0.02MB + Engine MyISAM
wp_nf3_object_meta: Daten: 6.24MB + Index: 0.03MB + Engine MyISAM
wp_nf3_relationships: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_nf3_upgrades: Daten: 0.06MB + Index: 0.00MB + Engine MyISAM
wp_options: Daten: 3.10MB + Index: 0.60MB + Engine MyISAM
wp_postmeta: Daten: 2.05MB + Index: 0.75MB + Engine MyISAM
wp_posts: Daten: 2.80MB + Index: 0.20MB + Engine MyISAM
wp_rank_math_404_logs: Daten: 0.01MB + Index: 0.01MB + Engine MyISAM
wp_rank_math_analytics_adsense: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rank_math_analytics_ga: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_rank_math_analytics_gsc: Daten: 6.52MB + Index: 9.06MB + Engine InnoDB
wp_rank_math_analytics_keyword_manager: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rank_math_analytics_objects: Daten: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_rank_math_internal_links: Daten: 0.04MB + Index: 0.01MB + Engine MyISAM
wp_rank_math_internal_meta: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_rank_math_redirections: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_rank_math_redirections_cache: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_rcb_asset_seo_redirect: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rcb_consent: Daten: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_rcb_presets: Daten: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_rcb_revision: Daten: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_rcb_revision_independent: Daten: 1.52MB + Index: 0.02MB + Engine InnoDB
wp_rcb_stats: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_rcb_tcf_features: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rcb_tcf_purposes: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rcb_tcf_special_features: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rcb_tcf_special_purposes: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rcb_tcf_stacks: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rcb_tcf_vendors: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_snippets: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_storeabill_documentmeta: Daten: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_storeabill_documents: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_storeabill_document_itemmeta: Daten: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_storeabill_document_items: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_storeabill_document_noticemeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_storeabill_document_notices: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_storeabill_journals: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_termmeta: Daten: 0.01MB + Index: 0.01MB + Engine MyISAM
wp_terms: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_term_relationships: Daten: 0.01MB + Index: 0.02MB + Engine MyISAM
wp_term_taxonomy: Daten: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_tm_taskmeta: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_tm_tasks: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_usermeta: Daten: 0.15MB + Index: 0.09MB + Engine MyISAM
wp_users: Daten: 0.01MB + Index: 0.02MB + Engine MyISAM
wp_wc_admin_notes: Daten: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_appointments_availability: Daten: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_wc_appointment_relationships: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_category_lookup: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Daten: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_reserved_stock: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfBlockedIPLog: Daten: 0.05MB + Index: 0.05MB + Engine MyISAM
wp_wfBlocks7: Daten: 0.01MB + Index: 0.01MB + Engine MyISAM
wp_wfConfig: Daten: 2.60MB + Index: 0.01MB + Engine MyISAM
wp_wfCrawlers: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfFileChanges: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfFileMods: Daten: 3.77MB + Index: 0.74MB + Engine MyISAM
wp_wfHits: Daten: 0.39MB + Index: 0.13MB + Engine MyISAM
wp_wfHoover: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfIssues: Daten: 0.01MB + Index: 0.01MB + Engine MyISAM
wp_wfKnownFileList: Daten: 2.06MB + Index: 0.23MB + Engine MyISAM
wp_wfLiveTrafficHuman: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfLocs: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfLogins: Daten: 0.29MB + Index: 0.07MB + Engine MyISAM
wp_wfls_2fa_secrets: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_settings: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfNotifications: Daten: 0.07MB + Index: 0.01MB + Engine MyISAM
wp_wfPendingIssues: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfReverseCache: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfSNIPCache: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfStatus: Daten: 0.11MB + Index: 0.05MB + Engine MyISAM
wp_wfTrafficRates: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_gzd_dhl_im_products: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_dhl_im_product_services: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_dhl_labelmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_dhl_labels: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_packaging: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_gzd_packagingmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipmentmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipments: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_gzd_shipment_itemmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipment_items: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_gzd_shipment_labelmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipment_labels: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipping_provider: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_gzd_shipping_providermeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Daten: 0.00MB + Index: 0.00MB + Engine MyISAM

### Post Type Counts ###

amn_mi-lite: 1
attachment: 434
custom_css: 2
customize_changeset: 40
document_template: 4
global_product_addon: 1
nav_menu_item: 98
nf_sub: 749
oembed_cache: 1
page: 115
post: 3
product: 20
rcb-blocker: 1
rcb-cookie: 3
revision: 366
shop_order: 59
shop_order_refund: 2
site-review: 206
tmm: 9
wc_appointment: 64
wpforms: 1

### Security ###

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

### Active Plugins (3) ###

Ocean Extra: von OceanWP – 1.7.5
Real Cookie Banner: von devowl.io – 2.2.0
WooCommerce: von Automattic – 5.3.0 (Update auf Version 5.4.0 ist verfügbar)

### Inactive Plugins (28) ###

Advanced Editor Tools (previously TinyMCE Advanced): von Automattic – 5.6.0
Booking Ultra Pro Complement: von Booking Ultra Pro – 1.0.40
Booking Ultra Pro CORE: von Booking Ultra Pro – 1.0.88
Booking Ultra Pro Professional & Ultimate: von Booking Ultra Pro – 1.0.5
Classic Editor: von WordPress Contributors – 1.6
Code Snippets: von Code Snippets Pro – 2.14.1
Easy Table of Contents: von Steven A. Zahm – 2.0.17
Germanized for WooCommerce: von vendidero – 3.4.8
Germanized for WooCommerce Pro: von vendidero – 3.2.2
Kadence WooCommerce Email Designer: von Kadence WP – 1.4.7
Newsletter: von Stefano Lissa & The Newsletter Team – 7.1.8
Ninja Forms: von Saturday Drive – 3.5.4
Rank Math SEO: von Rank Math – 1.0.65
Rank Math SEO PRO: von Rank Math – 2.9.0
Shariff Wrapper: von Jan-Peter Lambeck & 3UU – 4.6.5
Simple Local Avatars: von Jake Goldman
10up – 2.2.0

Site Reviews: von Paul Ryley – 5.11.1
Site Reviews: Woocommerce Reviews: von Paul Ryley – 1.3.3
Smart Slider 3 Pro: von Nextend – 3.5.0.8
Team Members: von WP Darko – 5.0.9
UpdraftPlus - Backup/Restore: von UpdraftPlus.Com
DavidAnderson – 2.16.58.25

Vendidero Helper: von Vendidero – 1.3.0
W3 Total Cache: von BoldGrid – 2.1.3
WooCommerce Appointments: von BookingWP – 4.12.0
WooCommerce Google Analytics Integration: von WooCommerce – 1.5.1
Wordfence Security: von Wordfence – 7.5.3
WP-Optimize - Clean, Compress, Cache: von David Anderson
Ruhani Rabin
Team Updraft – 3.1.9

WP Mail SMTP: von WPForms – 2.8.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: right_space
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: appointment (appointment)
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-Basis: ? Die Sichtbarkeit der Seite sollte  ?ffentlich sein
Warenkorb: #2857 - /warenkorb/
Kasse: #2858 - /kasse/
Mein Konto: #2859 - /mein-konto/
Allgemeine Gesch?ftsbedingungen: #186 - /agb/

### Theme ###

Name: OceanWP Child
Version: 1.0
Author URL: https://oceanwp.org/
Child Theme: ?
Parent Theme Name: OceanWP
Parent Theme Version: 2.0.8
Parent Theme Author URL: https://oceanwp.org/about-me/
WooCommerce Support: ?

### Templates ###

Overrides: oceanwp/woocommerce/cart/mini-cart.php
oceanwp/woocommerce/content-single-product.php
oceanwp/woocommerce/loop/loop-start.php
oceanwp/woocommerce/single-product/title.php

### Action Scheduler ###

Abgeschlossen: 2.322
Oldest: 2021-06-07 10:04:28 +0200
Newest: 2021-06-09 06:59:59 +0200

Ausstehend: 27
Oldest: 2021-06-09 08:16:23 +0200
Newest: 2021-07-11 15:30:00 +0200

### Status report information ###

Generated at: 2021-06-09 08:16:36 +02:00

    Do you have any idea how to troubleshoot this problem. As I can reproduce it on two shops running at same hoster but not on a local raspberry pi installation I have the feeling, that it is not a generel woocommerce problem, but somehow interworking problem with hosting environment?

    Thanks a lot in advance,
    Andreas

    • This topic was modified 3 years, 5 months ago by mordimpark.

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

Viewing 12 replies - 1 through 12 (of 12 total)

  • Hi @mordimpark,

    Thank you for all the details you’ve included. I do have a few follow-up questions for you.

    • Were the files uploaded from the WooCommerce product page, the Media Library, or via third-party service (like DropBox, Google Drive, or Amazon S3)?
    • In WooCommerce > Settings > Products > Downloadable Products, what “File Download Method” is selected?
    • On the local site, does it share the same settings as the live sites? Were product download files added the same way there?

    Let us know and we’ll go from there.

    Thanks!

    Hi,

    thanks for taking care of this problem.Answers to your questions below:

    1) Files were uploaded from product page, so resulting files are stored in wp-content/uploads/woocommerce_uploads/ subfolder

    2) we are using default Force Downloads option, but some time ago I also tried x-accel-redirect/x-sendfile option without success

    3) Yes, my local staging installation is using the same woocommerce / wordpress settings. It was initially configured by importing a backup of our production environment created by updraft plus plugin. Of course product downloads where added the same way on local site as on production environment.
    But the underlying operating system itself and the webserver configuration are definitely not identical (e.g. Raspbian OS on my local environment versus Gentoo used at our production hoster). But as our production environment is a managed hosting system, I do not have full access to all details, but if necessary I can hopefully get some maybe relevant details from hoster.

    Thread Starter mordimpark

    (@mordimpark)

    Hi,

    sorry, unfortunately used the account of our second webshop having identical problem (hosted at same hoster and sharing most configuration settings) to answer your questions. So the answer from raetseldetektive above is valid for mord-im-park as well

    Hi @mordimpark,

    Thanks for the feedback. As you mentioned, it sounds like there could be an issue with the server configuration on the live sites. It could also be a “security” setting on the live server that’s unintentionally causing the problems.

    You could run a conflict test to make sure that’s the case. Then get in touch with the web host to let them know about what’s going on.

    https://docs.woocommerce.com/document/woocommerce-self-service-guide/#section-4

    Let us know what you find out.

    Thread Starter mordimpark

    (@mordimpark)

    Hi @3sonsdevelopment,

    I talked to our web host and their answer is that it could be a “security” or other setting preventing woocommerce to track downloads. They did not yet hear about our problems from other customers, but digital downloads via woocommerce is a rare use case at our web host regarding to technical support, so maybe the problem was just not yet discovered by other customers.

    Our web host is willing to support, but to further investigate, they need to get some technical details, how the downloads are tracked in woocommerce.

    So, do you have any technical information describing the tracking process in detail?

    Thanks a lot in advance

    Thread Starter mordimpark

    (@mordimpark)

    Hi again @3sonsdevelopment,

    any chance to answer my question above? How are the downloads tracked in woocommerce? I need to pass this information to our webhoster to enable them checking if a security option or something similar is blocking downloadtracking.

    Thanks a lot in advance

    Plugin Support Gabriel – a11n

    (@gabrielfuentes)

    Hi there ??

    As previously mentioned, firstly, could you please run a conflict test to make sure that’s the case?

    The best way to check for conflicts is to:

    • Temporarily switch your theme to Storefront
    • Disable all plugins except for WooCommerce
    • Repeat the action that is causing the problem

    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.

    Cheers!

    Thread Starter mordimpark

    (@mordimpark)

    Hi,

    sorry, forgot to answer on conflict. I did a test on another domain hosted at same hoster having all plugins disabled except woocommerce and using storefront theme. Problem also occurs on that setup, so I assume problem is caused by hosting environment.

    So I would need some details how download tracking is done in woocommerce to ask my hoster if they have any settings applied blocking this.

    Cheers, Andreas

    Plugin Support B C. a11n

    (@battouly)

    Hi @mordimpark,

    Here’s how the download and download logs/reports work: https://docs.woocommerce.com/document/digital-downloadable-product-handling/

    Thread Starter mordimpark

    (@mordimpark)

    Hi,

    I was hoping to get some more technical internals how the download tracking is exactly done. Not sure if my hoster can use the details on the website you mentioned to tell my if they are blocking those requests or not. But I will give it a try and send them some questions.

    Thanks a lot so far. Unless you have any additional details on download tracking thread can be closed as the problems seems to occur only at our hosting environment.

    Cheers, Andreas

    Plugin Support abwaita a11n

    (@abwaita)

    Thanks, Andreas for your reply.

    As your hosting company will be able to check further about the server-side issue, I’ll go ahead and mark this thread as resolved.

    Please feel free to create another thread if you have other questions.

    Cheers!

    Multumesc si eu.

Viewing 12 replies - 1 through 12 (of 12 total)
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