Store unable to sync

Hi @bryanvalentino, thanks so much for reaching out about your issue. We’ll take things from here and do some testing on our end and report back as soon as we can.
Please note, the best way to reach us is over at the GitHub plugin page. From there, you can receive direct responses from the development team, log new issues, download the latest version and track existing support tickets.

@bryanvalentino can you please explain your situation a little further for us to diagnose where to look first? Did you install the plugin from scratch with 2.3.1 or did you upgrade to that version? Is it syncing at all, slow, or is it completely stuck?

If you upgraded, have you tried to do a RESYNC? If you’re currently in a stuck cycle, the best thing to do would be to add &resync=1 to the overview page -> then reload that page. Once you’ve done that there should be a resync button on that view which should start the process over for you. 24k orders will not take too long to sync so it’s worth it to start over.

We’ve seen that this new version resolves a lot of the API errors that were causing the plugin to halt in it’s tracks previously. Please let us know if that does the trick!

Hi Ryan,

I’ve installed the plugin from scratch. I’ve also manually disconnected the store from mailchimp before I installed 2.3.1. It’s currently stuck and I don’t see any progress at all. We’ve tried adding the &resync=1 but it doesn’t help with the issue.

I’ve checked the error logs and it only shows this:

2020-01-21T01:35:23+00:00 NOTICE action_scheduler.queue_job :: MailChimp_WooCommerce_Single_Order starts in 90 seconds :: obj_id 137581
2020-01-21T01:38:31+00:00 NOTICE action_scheduler.queue_job :: MailChimp_WooCommerce_Single_Order starts in 90 seconds :: obj_id 137589
2020-01-21T22:15:17+00:00 NOTICE sync.started :: Starting Sync :: Tue, Jan 21, 2020 10:15 PM
2020-01-21T22:15:18+00:00 NOTICE action_scheduler.queue_job :: MailChimp_WooCommerce_Process_Coupons_Initial_Sync starts in the next minute
2020-01-21T22:24:33+00:00 NOTICE sync.started :: Starting Sync :: Tue, Jan 21, 2020 10:24 PM
2020-01-21T22:24:33+00:00 NOTICE action_scheduler.queue_job :: MailChimp_WooCommerce_Process_Coupons_Initial_Sync starts in the next minute

We’ve also looked into the WP CLI which you recommend in some of your support threads but the guide doesn’t seem to be of much help to us. Do you have a clearer guide on how we use it? The site that we are working on is on SiteGround.

Hey @bryanvalentino, thanks for providing that additional information. If you’re using Siteground, can you check with them to make sure you have not exceeded your monthly CPU credits? We’ve seen that in the past, and it’s usually a site with high traffic/order volume so that may be why the sync has stopped.

If you’re good to go on that front, we may need to do some digging into your server set up.

@bryanvalentino have you disabled the WP_CRON for any reason? If you have done that, you’ll need to run the action scheduler in the CLI process because it won’t ever fire the jobs off unless the process is running.

If you’re using WPEngine, have them enable the “alternate cron” so it will execute this for you.

If you’re trying to use the CLI, our instructions are here: https://github.com/mailchimp/mc-woocommerce/wiki/Advanced-Queue-Setup-In-CLI-mode

Basically what’s happening is that you’re not able to run the Action Scheduler for some reason. This is a feature of WooCommerce that you would want to have enabled moving forward, so all efforts to get this running properly will help you in many ways other than our plugin. I would start by asking your web host if they know anything about this issue.

Please report back when you can, our priority is getting your plugin syncing again!

Hi Ryan,

Sorry for the late update. We’ve had some progress. We’re now able to sync in the products and the coupons however the syncing is stuck again on the orders. We’ve noticed the following:

– Products stop syncing if the next product is private
– The orders sync stalls if the next order is cancelled

We’ve changed the cancelled order to completed it continued syncing and then stopped again. Do you have any other suggestions on how we can move forward?

Thanks.

@bryanvalentino can you please add me to your admin and send it to ryan (at) vextras.com ? I would like to take a look at a few things – and possibly update the plugin code to reflect this problem. It will be quicker and easier for us to do this instead of going back and forth on the chat here. We have some tweaks that are going to be released in 2.3.2 that might resolve this issue you’re experiencing, but for now, the easiest thing is for me to do this manually if you’re ok with that.

Thanks. Sen you an email with the temporary login.

@bryanvalentino thanks – looks like you turned off the WP CRON, and that’s how the action scheduler works, unless you’ve enabled the CLI version to run on a real cron job. Have you added this in as a true cron job? If you don’t, the action scheduler won’t work correctly.

@ryanhungate We did run action scheduler on a real cron job. That was when it started working. However, it stops on certain points and we don’t see any errors on the logs.

Thanks.

@bryanvalentino that’s interesting to hear, we’ve recently seen this as well in a few other support cases. Please log into your admin, and on the plugin overview screen, please add this query string to the URL and press enter/return.

&restart_order_sync=1

This should start the sync where it left off, and is the recommended approach at the moment vs. starting over. I’ve also sent you an email just now so you could reset that admin account for me to look further.

@bryanvalentino hey just wanted to follow up on this ticket again. Were you able to use that restart option? Everything going ok now? I did try that temporary login again but it didn’t do anything… we’re going to be releasing 2.3.2 soon this week too so stay tuned.

Got an email from Josiah and we’re handling offline – closing this one out.