Stopped Working After Update

Hi there – very sorry to hear that.

Firstly can you confirm the wc-ac-settings. If you can see the settings then that is a good start (it means you have the new version of the plugin and it is activated).

Just to check your setup. Can you confirm the following:

1) Are you running on WP multi site?
2) Is the wc-ac-hook settings for ‘Debug Log’ still checked?
3) Do you have ‘Track Order Status’ or ‘Add/Update Contact (when order status is processing)’ checked?
4) The (new) setting of ‘Signup to Marketing’ is defaulted to ‘No’

Get back to me on these questions and we’ll take it from there.

1) I am not running on WP multi-site
2) The debug log is still checked
3) The ‘Track Order Status’ or ‘Add/Update Contact (when order status is processing)’ is checked
4)The signup is defaulted to no

Thanks
DC

Thanks DC.

So couple more things. You’ve probably done this already but can you just confirm for me that the time and date of the last entry in the log is for the last order you received prior to upgrading the plugin, and that there are no entries at all in the log after that time? Actually one extra thought, please check there is not more than one log listed with the prefix ‘wc-ac-hook-*’.

The other thing that will help me troubleshoot, is to understand the plugins and versions of software that you are using. The easy way to do this is to go to WooCommerce > System Status. Click on ‘Get system report’ and ‘Copy for Support’ to cut and then paste it into this forum. It has lots of technical information but nothing compromising to your privacy or security.

Regards,
Matthew

Last Entry was 06-11-2017 @ 10:42:21

See the systems report below.

Thanks
DC

### WordPress Environment ###

WC Version: 3.0.8
Log Directory Writable: ?
WP Version: 4.8
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US

### Server Environment ###

Server Info: Apache
PHP Version: 7.0.15-0ubuntu0.16.04.4
PHP Post Max Size: 100 MB
PHP Time Limit: 3600
PHP Max Input Vars: 5000
cURL Version: 7.47.0
OpenSSL/1.0.2g

SUHOSIN Installed: –
MySQL Version: 5.7.17
Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?
Zapier Integration - Active Feeds: ?  1 active Zapier Feed.
Zapier Integration - Cron Tasks: ?  0 pending Zapier cron tasks.
Zapier Feed #1 Name: ?  Woocommerce Order to Google Sheets
Zapier Feed #1 Webhook URL: ?  https://hooks.zapier.com/hooks/catch/430597/1nkdw4/
Zapier Feed #1 Trigger: ?  New Order
Zapier Feed #1 Test Result: ?  Successfully sent sample data to https://hooks.zapier.com/hooks/catch/430597/1nkdw4/.

### Database ###

WC Database Version: 3.0.8
WC Database Prefix: wp_wg952jsdgr_
woocommerce_sessions: ?
woocommerce_api_keys: ?
woocommerce_attribute_taxonomies: ?
woocommerce_downloadable_product_permissions: ?
woocommerce_order_items: ?
woocommerce_order_itemmeta: ?
woocommerce_tax_rates: ?
woocommerce_tax_rate_locations: ?
woocommerce_shipping_zones: ?
woocommerce_shipping_zone_locations: ?
woocommerce_shipping_zone_methods: ?
woocommerce_payment_tokens: ?
woocommerce_payment_tokenmeta: ?
MaxMind GeoIP Database: ?

### Security ###

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

### Active Plugins (56) ###

ManageWP - Worker: by ManageWP – 4.2.19
Gravity Forms: by rocketgenius – 2.2.3.1
Add Widget After Content: by Arelthia Phillips – 2.2.1
BadgeOS LearnDash Add-On: by LearningTimes
LLC – 1.0.2

BadgeOS: by LearningTimes – 1.4.8.2
Black Studio TinyMCE Widget: by Black Studio – 2.3.2
Contact Form 7: by Takayuki Miyoshi – 4.8
Custom Thank You Page for WooCommerce: by CloudSkyrocket.com – 2.0
Duplicate Post: by Enrico Battocchi – 3.2
EverSafe Media Group Leader Report: by www.uncannyowl.com – 1.0
Fusion Builder: by ThemeFusion – 1.1.6
Fusion Core: by ThemeFusion – 3.1.6
Gravity Forms Zapier Add-on: by rocketgenius – 2.1.3
Intuitive Custom Post Order: by hijiri – 3.0.8
LearnDash Group Registration: by WisdmLabs – 2.1.0
LearnDash Visual Customizer: by SnapOrbital – 1.5.1
LearnDash ProPanel: by LearnDash – 2.0.2
LearnDash WooCommerce Integration: by LearnDash – 1.3.2
MaxButtons Pro: by Max Foundry – 3.04
Mouseflow 4.2: by Mouseflow – 4.2
Multiple Roles: by Florian TIAR – 1.1.4
PressApps Knowledge Base: by PressApps – 2.4.0
Q2W3 Fixed Widget: by Max Bond – 5.0.4
Optimize Database after Deleting Revisions: by CAGE Web Design | Rolf van Gelder
Eindhoven
The Netherlands – 4.2.2

LearnDash LMS: by LearnDash – 2.4.4
ShortPixel Image Optimizer: by ShortPixel – 4.4.2
Thrive Clever Widgets: by Thrive Themes – 1.28
Thrive Leads: by Thrive Themes – 1.95.19
Thrive Ovation: by Thrive Themes – 1.0.15
Tracking Code Manager: by IntellyWP – 1.11.1
Ultimate Member: by Ultimate Member – 1.3.84
Ultimate TinyMCE: by Josh Lobe – 5.7
Uncanny LearnDash Toolkit: by www.uncannyowl.com – 2.0.6
Uncanny LearnDash Toolkit Pro: by Uncanny Owl – 2.0.5
User Shortcodes: by HappyPlugins – 1.0.1
User Switching: by John Blackbourn – 1.0.9
Username Changer: by Daniel J Griffiths – 3.1.0
Users Insights: by Pexeto – 3.1.1
WC-AC Hook: by Matthew Treherne – 1.3
WooCommerce - Autocomplete Orders: by Serious Plugins – 1.1.4
WooCommerce Dynamic Pricing: by Lucas Stark – 3.0.7 – 3.0.9 is available
WooCommerce Email Customizer: by cxThemes – 3.11
WooCommerce FreshBooks: by SkyVerge – 3.10.0
WooCommerce Stripe Gateway: by WooCommerce – 3.1.9
WooCommerce Google Analytics Pro: by SkyVerge – 1.3.3 – 1.3.4 is available
WooCommerce PDF Invoices: by Bas Elbers – 2.9.2
WooCommerce Product Table: by Barn2 Media – 1.6.1
WooCommerce Terms & Conditions Popup: by Patrick Rauland – 1.0.3
WooCommerce URL Coupons: by SkyVerge – 2.5.1
WooCommerce WooCart Pro: by Festi Team – 2.5
WooCommerce Zapier Integration: by OM4 – 1.6.8
WooCommerce: by Automattic – 3.0.8
WooCommerce Helper: by WooCommerce – 1.7.2 – Network enabled
Yoast SEO: by Team Yoast – 4.9
LiveChat: by LiveChat – 3.3.2
WP-Optimize: by David Anderson
Ruhani Rabin
Team Updraft – 2.1.1

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: CAD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: course (course)
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)

### WC Pages ###

Shop base: #11616 - /shop/
Cart: #11619 - /cart/
Checkout: #11622 - /checkout/
My account: #11625 - /my-account/

### Theme ###

Name: Avada Child
Version: – 0 is available
Author URL: 
Child Theme: ?
Parent Theme Name: Avada
Parent Theme Version: 5.1.6
Parent Theme Author URL: https://themeforest.net/user/ThemeFusion
WooCommerce Support: ?

### Templates ###

Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada/woocommerce/checkout/thankyou.php
Avada/woocommerce/loop/loop-start.php
Avada/woocommerce/single-product/add-to-cart/variable.php
Avada/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php

OK I’ll go through this and have a think about it.

One last obvious thing I can think of is to check that there was no technical failure with the plugin upgrade. I think this is very unlikely since you can see the settings page. But to be certain can you check the following three file sizes.

They will be in your WordPress base installation folder under: wp-content/plugins/wc-ac-hook

wc-ac-hook.php should be 9201 bytes
includes/settings.php should be 4389 bytes
includes/sync-contact.php should be 3344 bytes

They should all have a date of when you upgraded, but the byte count will confirm.

Thanks, Matt

OK here is my thinking. By the way can you get back to me and let me know if you have a testing or staging environment? Depending on this I will tailor my approach to how we troubleshoot.

Just to recap, after the upgrade you are getting no debug log messages and no updates on ActiveCampaign, but you are able to see the wc-ac-hook settings screen.

The code (a callback function) which updates ActiveCampaign and does the debug logging is triggered by any order status change. Now since neither thing is happening that would indicate that the function is not being called or that there is an error or exception not handled by the code.

A simple test for a serious error or exception in the code, is to do a manual order status change from the admin screen e.g. manually complete an order. If the wc-ac-hook PHP code failed inelegantly you would see errors reported on screen. You should also check the debug log just in case.

Assuming the above is not happening then I’m left to investigate why the hook callback function is not being triggered by the order status change. Now forgive me if this is getting a little technical but for the benefit of anyone reading who is familiar with WP/WC development. The registration of the wc-ac-hook callback function is done using:

add_action(‘woocommerce_order_status_changed’, array ($this, ‘order_status_change’), 10, 3)

Now either this registration is not happening or working (which we can test for), or after the registration it is subsequently removed. This could be done by another plugin, but would obviously be unexpected. It would also be odd (to be caused by another plugin) if the problem started exactly at the point of the upgrade to version 1.3, unless changes to other plugins were done at the same time.

So to summarise, can you get back to me with a couple of things. Do you have a testing/staging version of your site? Can you manually complete (or change the status of an order) without any warnings/errors? Do you know what plugins have been added or updated since the problem started? (I appreciate that given 56 plugins that may be tricky to answer! But it may give me a lead to follow).

Hi Matt,

I do have a staging environment. My sites are currently running on WP Engine.

I changed the status of an order that was already completed to processing and then back to complete. There were no errors when performing either of the changes. I’ve checked the log and it also showed no errors. What did appear in the log, though, is a new entry. This is the first time that an entry has been added since the plugin upgrade. The entry was added for when the order was changed to “processing”. No additional entry was added when I changed the order back to complete. Here is the entry:

06-27-2017 @ 17:23:03 – Order ID = 30714 (Status = processing). Contact synced successfully (ActiveCampaign ID = 4417)

I don’t believe I’ve added any new updates around the time the issue started happening. The only thing that happened around that time, give or take a few days, is ActiveCampaign’s release of Deep Data Integration with Woocommerce. I’m not sure if this would affect anything, but I’ve also deactivated it for a while and the issue persisted.

I’ve since reactivated the integration and the woocommerce-customer tags are being applied upon purchase.

I should also mention that I have the plugin on two other sites and they are experiencing the same issue. I also have integrations enabled for woocommerce deep data on those sites.

Thanks
Dave

Dave,

Thanks for doing the test. It was odd that changing the order status to complete did not trigger. Can you check again that the ‘Track Order Status’ option is checked on the options (if this is checked then in theory ANY order status change should trigger). If the option is not (checked) that would explain why the only log entry was for changing the status to processing.

There is no reason why the AC DDI should interfere, and as you say you have temporarily deactivated that plugin to rule that out.

Given you have a staging environment that helps a lot. The deactivation of plugins is the best approach to the next test. I would recommended deactivating all plugins (except WooCommerce and WC-AC Hook) and then repeating the manual change of status on an order (and checking the WC-AC Hook log). If things work then we are getting somewhere.

If things don’t work then I will create a new version of the plugin code (for your staging environment) which provides more debugging information for me.

Regards,
Matt