Orders not showing up

Hi @churchinchicago,

I understand that recent orders are not displayed on the dashboard under WooCommerce > Orders page. Do orders show up if you search them using the “Search orders” filter? This is a bit strange, and the first thing I would do is running a conflict test.

For a full guide on conflict testing, please see: https://docs.woocommerce.com/document/woocommerce-self-service-guide/

If the above does not help, 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).

Let us know how it goes.

Thanks for your reply.

The orders in question do not show up if we search for them using the “Search orders” filter.

The remainder of your suggestions I will not be able to try until mid-week next week.

Hi @churchinchicago ,

Let us know how it goes. We’re here to help further.

Looking forward to receiving further details from you!

I haven’t made much headway on the guide on conflict testing. I will keep trying. In the meantime, here is the system report:

### WordPress Environment ###

WordPress address (URL): https://www.biblesandbooksonline.com
Site address (URL): https://www.biblesandbooksonline.com
WC Version: 5.3.1
REST API Version: ? 5.3.1
WC Blocks Version: ? 4.9.1
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 2.2.6
Log Directory Writable: ?
WP Version: 5.8.1
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: 7.4.20
PHP Post Max Size: 512 MB
PHP Time Limit: 120
PHP Max Input Vars: 1000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 8.0.26-0ubuntu0.20.04.2
Max Upload Size: 512 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.3.1
WC Database Prefix: wp_kv4tnr_
Total Database Size: 28.76MB
Database Data Size: 15.76MB
Database Index Size: 13.00MB
wp_kv4tnr_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_kv4tnr_woocommerce_order_items: Data: 0.09MB + Index: 0.05MB + Engine InnoDB
wp_kv4tnr_woocommerce_order_itemmeta: Data: 0.42MB + Index: 0.52MB + Engine InnoDB
wp_kv4tnr_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_kv4tnr_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_kv4tnr_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_kv4tnr_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_actionscheduler_actions: Data: 0.02MB + Index: 0.11MB + Engine InnoDB
wp_kv4tnr_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_actionscheduler_logs: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_comments: Data: 0.25MB + Index: 0.30MB + Engine InnoDB
wp_kv4tnr_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_options: Data: 1.20MB + Index: 0.08MB + Engine InnoDB
wp_kv4tnr_pmxi_files: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_pmxi_hash: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_pmxi_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_pmxi_images: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_pmxi_imports: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_pmxi_posts: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_pmxi_templates: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_postmeta: Data: 9.52MB + Index: 10.03MB + Engine InnoDB
wp_kv4tnr_posts: Data: 2.52MB + Index: 0.55MB + Engine InnoDB
wp_kv4tnr_term_relationships: Data: 0.11MB + Index: 0.08MB + Engine InnoDB
wp_kv4tnr_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_usermeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_kv4tnr_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_kv4tnr_wc_admin_notes: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_wc_order_product_lookup: Data: 0.05MB + Index: 0.06MB + Engine InnoDB
wp_kv4tnr_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_kv4tnr_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_kv4tnr_wc_product_meta_lookup: Data: 0.16MB + Index: 0.31MB + Engine InnoDB
wp_kv4tnr_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_kv4tnr_wpmm_subscribers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_kv4tnr_wt_iew_ftp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_kv4tnr_wt_iew_mapping_template: Data: 0.06MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 1056
custom_css: 1
nav_menu_item: 9
page: 6
post: 2
product: 971
revision: 283
shop_order: 236

### Security ###

Secure connection (HTTPS): ?
Your store is not using HTTPS. Learn more about HTTPS and SSL Certificates.
Hide errors from visitors: ?

### Active Plugins (15) ###

Akismet Anti-Spam: by Automattic – 4.1.10
Authorize.net Payment Gateway For WooCommerce: by Eshan Varma – 6.2.6
Product CSV Import Export (BASIC): by WebToffee – 2.0.4
Regenerate Thumbnails: by Alex Mills (Viper007Bond) – 3.1.5
Advanced Editor Tools (previously TinyMCE Advanced): by Automattic – 5.6.0
UpdraftPlus – Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.16.61

Woocommerce Products Per Page: by Jeroen Sormani – 1.2.6
Store Toolkit for WooCommerce: by Visser Labs – 2.3.1
WP All Import – WooCommerce Add-On: by Soflyy – 1.4.8
WooCommerce: by Automattic – 5.3.1 (update to version 5.6.0 is available)
WP All Import: by Soflyy – 3.6.1
WP Custom Fields Search: by Don Benjamin – 1.2.31
WP Maintenance Mode: by Designmodo – 2.4.0
WP Maintenance: by Florent Maillefaud – 6.0.3
WP Super Cache: by Automattic – 1.7.3

### Inactive Plugins (0) ###

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### 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: ?

### WC Pages ###

Shop base: #4 – /
Cart: #5 – /cart/
Checkout: #6 – /checkout/
My account: #7 – /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Child Travelify
Version: (update to version 0 is available)
Author URL:
Child Theme: ?
Parent Theme Name: Travelify
Parent Theme Version: 3.0.8
Parent Theme Author URL: https://colorlib.com/wp/
WooCommerce Support: ?

### Templates ###

Overrides: –

### Templates ###

thumbnail:
medium:
medium_large:
large:
1536×1536:
2048×2048:
travelify-featured:
travelify-featured-medium:
travelify-slider:
travelify-gallery:
woocommerce_thumbnail:
woocommerce_single:
woocommerce_gallery_thumbnail:
shop_catalog:
shop_single:
shop_thumbnail:

### Action Scheduler ###

Complete: 12
Oldest: 2021-08-21 19:52:04 +0000
Newest: 2021-08-29 23:42:55 +0000

### Status report information ###

Generated at: 2021-09-21 16:44:52 +00:00
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Thanks for the updates.

Just two things for now:
1. From the SSR, I see that your WooCommerce is a bit outdated, could you also try updating it?

2. Further, as you continue troubleshooting, I would just add one more test to the list: checking if these orders exist.

If the orders were indeed created on your site, kindly check the emails you received when they were created. From there, retrieve the order number (it’ll be in the format #1234). From there, try to open the order page from

https://www.biblesandbooksonline.com/wp-admin/post.php?post=1234&action=edit

*Be sure to replace 1234 with the actual order number.

Let us know if you’re able to access the order page when you try the above.

Thanks.

1. We updated WooCommerce as you suggested.

2. We have three missing orders, namely #6570, #6571 and #6572. When I substitute 6570 in the suggested link https://www.biblesandbooksonline.com/wp-admin/post.php?post=1234&action=edit I get an Auto Draft screen. When I substitute 6571 I get an order, but it’s for an order that took over the 6571 order number that had apparently been deleted. When I substitute 6572 I get the message “You attempted to edit an item that doesn’t exist. Perhaps it was deleted”?

We don’t remember deleting any of these orders, so it remains a mystery what happened to them.

In an unrelated topic, the emails we receive are going to spam mail. Is there any way to ensure they come to our regular email?

Thanks for your assistance.

Hi @churchinchicago,

When I substitute 6570 in the suggested link https://www.biblesandbooksonline.com/wp-admin/post.php?post=1234&action=edit I get an Auto Draft screen.

If possible, share with us more details about this “auto draft” screen. A screenshot of it would also be appreciated. You can use https://snipboard.io/ to share screenshots here.

When I substitute 6571 I get an order, but it’s for an order that took over the 6571 order number that had apparently been deleted.

It’s a bit unlikely. Is it possible to share a bit on how you arrived at this conclusion?

When I substitute 6572 I get the message “You attempted to edit an item that doesn’t exist. Perhaps it was deleted”?

For some reason, either the order did not exist or was deleted.

One key thing to point out is that WooCommerce order numbers are not always sequential, they’re most likely going to be random. Due to this, it might appear as though you have missing orders in between numbers, but in reality, none is missing. Thus, when you have an order #6571, the next one might not be #6572 since this number could have been already assigned to a post by WordPress.
That said, there are plugins like Sequential Numbers Pro that offer the ability to have order numbers in a given sequence.

Thanks.

I’m not clear how to use https://snipboard.io/ to capture print screens. I follow the directions on https://snipboard.io/ (first click on Alt Print Screen on the screen I want to copy, come back to https://snipboard.io/ and press Ctrl-V}, and it displays the print screen, but I don’t see how to share the screen to this message I am trying to write. Sorry to bother you, but could you give more instructions how I can share the print screen?

Hello @churchinchicago,

but I don’t see how to share the screen to this message I am trying to write.

You can simply click on the ‘Copy Image URL’ icon and press Ctrl-V to paste it onto this thread.

Link to image: https://i.imgur.com/RufzW9C.png

Cheers.

Responding to abwaita’s message,

For order 6570 I get an Auto Draft screen. There’s not much to share other than it is an auto draft of a post. Here if I’ve followed Mirko P.’s instructions correctly is a screenshot:

https://snipboard.io/CHaXUR.jpg

For order 6571 we had an order. Perhaps the order was deleted and a new order took over the number.

For order 6572 the user insists it did exist but doesn’t remember deleting it (if even she knew how to delete orders).

We are aware that WooCommerce order numbers are not always sequential. That shouldn’t factor in here.

Thank you.

Hi @churchinchicago,

Thanks for getting back to us.

Sometimes issues happen with the database and orders or other post types are not correctly fetched. Please go to WooCommerce > Status > Tools and click on “Update database” and “Verify database” – see if that helps.

Link to image: https://i.imgur.com/isiq1H6.png

You can also check directly in the database if such orders are present. Orders are stored in “wp_kv4tnr_posts” table where the “post_type = shop_order”. That only stores the basic info as Order’s title and date with an “ID”. All the details of that order are stored in “wp_kv4tnr_postmeta” table and you can search via “post_id” (e.g. post_id=6570)

Make sure to backup your site and database before making any changes.

Thanks.

I tried updating and verifying the database and it didn’t seem to change anything – I still cannot find missing orders.

As for checking directly in the database I don’t know how to access the database. Can you help with that?

Thanks.

Hi @churchinchicago,

While we keep investigating this issue, please ensure you have a full backup in place of your site and database. You can use UpdraftPlus as it’s one of the plugins installed on your site.

As for accessing the database and checking if you can locate orders #6570, #6571 and #6572, I do not recommend doing it yourself if you do not know exactly how to proceed and have no experience with this type of operation as doing that more likely could be causing further trouble.

In that case, we’d suggest consulting a local developer or one of the official WooCommerce Partners for further assistance.

We’ll take your advice to not proceed on our own to access the database. We probably won’t hire a local developer or WooCommerce Partner to help us but rather will just wait to see if the problem reoccurs. Thanks for your assistance.

Hi @churchinchicago,

Thanks for your response.

Sure! If you are able to access the database and locate those orders, you can also retrieve them. As mentioned, this can sometimes be a complex task and it is best to do it after duplicating the site and database, so that you will be sure that nothing will happen to your live site.

For now, I’m going to close this thread. If you have more questions please feel free to open a new topic.

Have a nice day!