Stripe Webhook Failing – API 2022-11-15

Hello,

...the dashboard within Stripe is saying that the webhook is failing

For better assistance, please provide us with the following:

• Share a copy of your site’s System Status Report: You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.?
• Share the complete message received on your Stripe Dashboard related to the webhook that is failing.

Thank you.

@ihereira here you go

`
### WordPress Environment ###

WordPress address (URL): https://www.matt-thomas-photography.co.uk
Site address (URL): https://www.matt-thomas-photography.co.uk
WC Version: 7.2.2
REST API Version: ?</img> 7.2.2
WC Blocks Version: ?</img> 8.9.2
Action Scheduler Version: ?</img> 3.5.3
Log Directory Writable: ?</img>
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?</img>
Language: en_GB
External object cache: ?</img>

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 8.0.26
PHP Post Max Size: 32 MB
PHP Time Limit: 60
PHP Max Input Vars: 5000
cURL Version: 7.84.0
OpenSSL/1.1.1p

SUHOSIN Installed: –
MySQL Version: 10.5.18-MariaDB-cll-lve
Max Upload Size: 32 MB
Default Timezone is UTC: ?</img>
fsockopen/cURL: ?</img>
SoapClient: ?</img>
DOMDocument: ?</img>
GZip: ?</img>
Multibyte String: ?</img>
Remote Post: ?</img>
Remote Get: ?</img>

### Database ###

WC Database Version: 7.2.2
WC Database Prefix: wp_qahh_
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Database Index Size: 36.29MB
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### Post Type Counts ###

attachment: 1920
bookable_resource: 2
client: 12
display_type: 7
displayed_gallery: 7
easy-pricing-table: 1
email-template: 5
envira: 1
feedback: 19
follow_up_email: 7
gal_display_source: 5
gfw_report: 1
lightbox_library: 7
mc4wp-form: 1
ml-slider: 1
mts_notification_bar: 1
nav_menu_item: 15
ngg_gallery: 10
ngg_pictures: 62
oembed_cache: 4
option-tree: 1
page: 24
portfolio: 19
post: 44
postman_sent_mail: 255
product: 59
product_option_group: 1
product_variation: 5
revision: 39
rp4wp_link: 739
rpt_pricing_table: 1
safecss: 1
shop_order: 2097
shop_order_refund: 26
slideshow: 2
soliloquy: 1
tablepress_table: 1
template: 21
testimonial: 10
uncode_gallery: 8
uncodeblock: 35
user_request: 1
vc_settings_preset: 1
videoplayer: 1
wc_booking: 322
wc_voucher: 1
wp-call-to-action: 1
wpcf7_contact_form: 29
wpforms: 1
yith-wccos-ostatus: 1

### Security ###

Secure connection (HTTPS): ?</img>
Hide errors from visitors: ?</img>

### Active Plugins (22) ###

Akismet Anti-Spam: by Automattic – 5.0.2
Contact Form 7: by Takayuki Miyoshi – 5.7.2
Smash Balloon Instagram Feed: by Smash Balloon – 6.1
LiteSpeed Cache: by LiteSpeed Technologies – 5.3.1
Loco Translate: by Tim Whitlock – 2.6.3
Post SMTP: by Post SMTP – 2.2.3
Rank Math SEO PRO: by Rank Math – 3.0.27
Rank Math SEO: by Rank Math – 1.0.105
Uncode Core: by Undsgn – 2.7.5
Uncode WPBakery Page Builder: by Michael M - WPBakery.com – 6.9.0
Uncode Wireframes: by Uncode – 1.5.0
WPBakery Page Builder Clipboard: by bitorbit – 5.0.2
WooCommerce Bookings: by WooCommerce – 1.15.69
WooCommerce Customer/Order/Coupon Export: by SkyVerge – 5.4.0
WooCommerce Deposits: by WooCommerce – 2.1.1
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WooCommerce Stripe Gateway: by WooCommerce – 7.0.1
WooCommerce Google Analytics Integration: by WooCommerce – 1.5.18
WooCommerce Order Status Control: by SkyVerge – 1.15.0
WooCommerce Product Add-ons: by WooCommerce – 5.0.2
WooCommerce: by Automattic – 7.2.2
Asset CleanUp Pro: Page Speed Booster: by Gabe Livan – 1.2.2.9

### Inactive Plugins (0) ###


### Dropin Plugins (3) ###

advanced-cache.php: advanced-cache.php
maintenance.php: maintenance.php
object-cache.php: object-cache.php

### Must Use Plugins (2) ###

Asset CleanUp Pro: Plugin Filtering: by Gabriel Livan – 1.0
Stripe Woo Payment Remove Suffix: by Matt Thomas Photography – 1.0

### Settings ###

API Enabled: –
Force SSL: ?</img>
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: booking (booking)
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: ?</img>
Enforce Approved Product Download Directories: ?</img>
Order datastore: WC_Order_Data_Store_CPT

### WC Pages ###

Shop base: #581276 - /online-shop/
Basket: #6 - /basket/
Checkout: #48753 - /checkout/
My account: #128286 - /my-account/
Terms and conditions: #67963 - /terms-and-conditions/

### Theme ###

Name: Uncode Child
Version: 1.0.0
Author URL: https://www.undsgn.com
Child Theme: ?</img>
Parent Theme Name: Uncode
Parent Theme Version: 2.7.6
Parent Theme Author URL: https://www.undsgn.com
WooCommerce Support: ?</img>

### Templates ###

Overrides: uncode/woocommerce/archive-product.php
uncode/woocommerce/cart/cart-item-data.php
uncode-child/woocommerce/cart/mini-cart.php
uncode/woocommerce/checkout/thankyou.php
uncode/woocommerce/content-product-cat.php
uncode/woocommerce/content-product.php
uncode/woocommerce/content-single-product.php
uncode-child/woocommerce/emails/admin-cancelled-order.php
uncode-child/woocommerce/emails/admin-failed-order.php
uncode-child/woocommerce/emails/admin-new-order.php
uncode-child/woocommerce/emails/customer-completed-order.php
uncode-child/woocommerce/emails/customer-invoice.php
uncode-child/woocommerce/emails/customer-new-account.php
uncode-child/woocommerce/emails/customer-note.php
uncode-child/woocommerce/emails/customer-on-hold-order.php
uncode-child/woocommerce/emails/customer-processing-order.php
uncode-child/woocommerce/emails/customer-refunded-order.php
uncode-child/woocommerce/emails/customer-reset-password.php
uncode-child/woocommerce/emails/email-addresses.php
uncode-child/woocommerce/emails/email-footer.php
uncode-child/woocommerce/emails/email-header.php
uncode-child/woocommerce/emails/email-order-details.php
uncode-child/woocommerce/emails/email-order-items.php
uncode-child/woocommerce/emails/email-styles.php
uncode/woocommerce/global/form-login.php
uncode/woocommerce/global/quantity-input.php version 7.2.0 is out of date. The core version is 7.2.1
uncode/woocommerce/loop/add-to-cart.php
uncode/woocommerce/loop/loop-end.php
uncode/woocommerce/loop/loop-start.php
uncode/woocommerce/loop/pagination.php
uncode/woocommerce/myaccount/form-edit-account.php
uncode/woocommerce/myaccount/form-login.php
uncode/woocommerce/myaccount/form-lost-password.php
uncode/woocommerce/myaccount/form-reset-password.php
uncode/woocommerce/myaccount/my-account.php
uncode/woocommerce/myaccount/orders.php
uncode/woocommerce/notices/error.php
uncode/woocommerce/notices/notice.php
uncode/woocommerce/notices/success.php
uncode/woocommerce/order/order-details-customer.php
uncode/woocommerce/order/order-details.php
uncode/woocommerce/product-searchform.php
uncode/woocommerce/single-product/add-to-cart/external.php
uncode/woocommerce/single-product/add-to-cart/grouped.php
uncode/woocommerce/single-product/add-to-cart/simple.php
uncode/woocommerce/single-product/add-to-cart/variable.php
uncode/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php
uncode/woocommerce/single-product/meta.php
uncode/woocommerce/single-product/price.php
uncode/woocommerce/single-product/product-image.php
uncode/woocommerce/single-product/product-thumbnails.php
uncode/woocommerce/single-product/rating.php
uncode/woocommerce/single-product/related.php
uncode-child/woocommerce/single-product/review.php
uncode/woocommerce/single-product/share.php
uncode/woocommerce/single-product/tabs/additional-information.php
uncode/woocommerce/single-product/tabs/description.php
uncode/woocommerce/single-product/tabs/tabs.php
uncode/woocommerce/single-product/up-sells.php
uncode/woocommerce/single-product-reviews.php
uncode/woocommerce/single-product.php
uncode/woocommerce/taxonomy-product-cat.php

Outdated Templates: ?</img>
					
					
						Learn how to update

### Templates ###

Overrides: uncode-child/woocommerce-bookings/emails/admin-booking-cancelled.php
uncode-child/woocommerce-bookings/emails/admin-new-booking.php
uncode-child/woocommerce-bookings/emails/customer-booking-cancelled.php
uncode-child/woocommerce-bookings/emails/customer-booking-confirmed.php
uncode-child/woocommerce-bookings/emails/customer-booking-notification.php
uncode-child/woocommerce-bookings/emails/customer-booking-pending-confirmation.php
uncode-child/woocommerce-bookings/emails/customer-booking-reminder.php


### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
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: minified-js
new-product-management-experience
settings

Daily Cron: ?</img> Next scheduled: 2022-12-29 22:05:27 +00:00
Options: ?</img>
Notes: 3
Onboarding: completed

### WooCommerce Customer/Order/Coupon Export ###

Automated exports: 1
Custom formats: 2
Next export: Not scheduled

### Action Scheduler ###

Canceled: 83
Oldest: 2022-12-04 00:34:07 +0000
Newest: 2022-12-19 00:35:27 +0000

Complete: 6,861
Oldest: 2022-11-30 23:11:31 +0000
Newest: 2022-12-29 16:38:33 +0000

Pending: 9
Oldest: 2022-12-29 16:43:33 +0000
Newest: 2023-01-26 01:55:44 +0000


### Status report information ###

Generated at: 2022-12-29 16:39:05 +00:00
`

Then within the dashboard of Stripe it is saying

Response
ERR
Timed out connecting to remote host

However I have spoken to my host and there are no issues??

Hi @mattthomas-photography

Thanks for sharing the System Status Report.

Can you please share with us a clear screenshot of the error message you see on your end so that we could address you more effectively? You could redact any sensitive or confidential information.

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

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs that starts with woocommerce-gateway-stripe.

Thanks!

Here’s the screenshot of the message

https://snipboard.io/rVvaQe.jpg

There’s no fatal errors in the log files, so not sure where else to look. I did get Stripe to rollback the API to the older 2019-09-09 as that’s the same version on this plug-in but still doesn’t look like there’s any change

Hello,

The response error I can see on the screenshot provided is:

Timed out connecting to remote host

It is not related to the API version, but to a conflict on the site.

To help you find the cause of the issue, you can run a conflict test: https://woocommerce.com/document/woocommerce-self-service-guide/#section-4

You can also generate new API keys (this is optional) and set up the extension again, according to this instructions below:

https://woocommerce.com/document/stripe/#setup-and-configuration

I hope this helps.

I have already created new API keys for the Stripe account but I’m not sure how there’s any conflict when I’ve had this site running for a while and not had any problems till the last month?

Can it be cache related as do I need to make sure that page isn’t cached for the webhook? As payments are going through fine but just this webhook having the issue

Hi @mattthomas-photography

Can it be cache related as do I need to make sure that page isn’t cached for the webhook? As payments are going through fine but just this webhook having the issue

LiteSpeed Cache: by LiteSpeed Technologies – 5.3.1

### Dropin Plugins (3) ###

advanced-cache.php: advanced-cache.php
maintenance.php: maintenance.php
object-cache.php: object-cache.php

You could try to have your host purge cache from the following plugins above and disable them temporarily and see if this works?

@xue28 so disable the LiteSpeed cache plug-in and then run a test transaction to see if the error still occurrs? As not sure how to disable the drop in plug-in and within my hosting system there isn’t a purge option

Hello @mattthomas-photography,

As not sure how to disable the drop in plug-in and within my hosting system there isn’t a purge option

You can contact your hosting provider, perhaps they need to do it manually.

Let us know your findings!

Turned off cache and purged but nothing still the same issue! Totally lost with what to do as there doesn’t seem like no clear fix. At this rate I’ll just turn off the webhook and stop the errors as spent a week trying to fix this!

Hello @mattthomas-photography,

No worries, we’ll help figure it out.

Did you perform the conflict test previously request?

If not, then you can do so by:

• 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.

Let us know your findings!

Yes I done all of this and still even when using just the basic setup there is the error on the Stripe dashboard for the webhook. So the setup of the site isn’t the problem there’s something else that’s going on that’s causing the problem

I even tried a different Stripe plug-in and that was same effort, on the dashboard for the webhook saying error can’t connect to remote host

There was another level of security on my site that the hosting provider had put in place. However tweaking those settings and updating the Stripe dashboard, everything seems to be working fine now

There was another level of security on my site that the hosting provider had put in place. However tweaking those settings and updating the Stripe dashboard, everything seems to be working fine now

I am happy for you that you’ve found the conflicting setting, and it’s resolved now.

I’ll go ahead close this thread for now. But feel free to submit a new question if you have any other questions at all.