Sync Failing

Hi @primaryjane!

Thank you for reaching out.

Then, I tried the sync again, but it fails every time. Strangely, 2 out of 22 products actually do end up syncing to the Square item library but they have incomplete data (no photo and inventory numbers are all 0).

I understand that after reconnecting Square and WooCommerce again, you have product syncing issues; only two items are synced and are not showing any date, correct?

Since you mentioned you have already enabled logging, kindly share the following with us:

• Your System Status: You can find it via WooCommerce > Status. Select ‘Get system report’ and then ‘Copy for support’. Once you do this, paste your response here.
•  Square Error Log: Share a copy of any Square log found under WooCommerce > Status > Logs (if available).

Thanks.

We are looking forward to your response!

system report:

` WordPress Environment

WordPress address (URL): https://www.primaryjane.com<br>Site address (URL): https://www.primaryjane.com<br>WC Version: 8.6.1<br>REST API Version: ? 8.6.1<br>WC Blocks Version: ? 11.8.0-dev<br>Action Scheduler Version: ? 3.7.1<br>Log Directory Writable: ?<br>WP Version: 6.4.3<br>WP Multisite: –<br>WP Memory Limit: 512 MB<br>WP Debug Mode: –<br>WP Cron: ?<br>Language: en_US<br>External object cache: – Server Environment

Server Info: Apache<br>PHP Version: 8.2.14<br>PHP Post Max Size: 256 MB<br>PHP Time Limit: 3600<br>PHP Max Input Vars: 10000<br>cURL Version: 7.81.0<br>OpenSSL/3.0.2

SUHOSIN Installed: –<br>MySQL Version: 8.0.35-27<br>Max Upload Size: 256 MB<br>Default Timezone is UTC: ?<br>fsockopen/cURL: ?<br>SoapClient: ?<br>DOMDocument: ?<br>GZip: ?<br>Multibyte String: ?<br>Remote Post: ?<br>Remote Get: ? Database

WC Database Version: 8.6.1<br>WC Database Prefix: wp_<br>Total Database Size: 250.55MB<br>Database Data Size: 148.94MB<br>Database Index Size: 101.61MB<br>wp_woocommerce_sessions: Data: 0.16MB + Index: 0.02MB + Engine InnoDB<br>wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wp_woocommerce_order_items: Data: 2.52MB + Index: 1.52MB + Engine InnoDB<br>wp_woocommerce_order_itemmeta: Data: 27.56MB + Index: 18.03MB + Engine InnoDB<br>wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wp_woocommerce_payment_tokens: Data: 0.08MB + Index: 0.02MB + Engine InnoDB<br>wp_woocommerce_payment_tokenmeta: Data: 0.33MB + Index: 0.45MB + Engine InnoDB<br>wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wp_acfw_loyalprog_entries: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wp_acfw_store_credits: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wp_acfw_virtual_coupons: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wp_actionscheduler_actions: Data: 1.47MB + Index: 1.52MB + Engine InnoDB<br>wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wp_actionscheduler_logs: Data: 1.52MB + Index: 1.80MB + Engine InnoDB<br>wp_commentmeta: Data: 0.23MB + Index: 0.27MB + Engine InnoDB<br>wp_comments: Data: 11.52MB + Index: 10.09MB + Engine InnoDB<br>wp_conwr_stats: Data: 0.02MB + 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+ Index: 0.09MB + Engine InnoDB<br>wp_wprss_logs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wp_wt_sc_coupon_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wp_yoast_indexable: Data: 1.52MB + Index: 0.59MB + Engine InnoDB<br>wp_yoast_indexable_hierarchy: Data: 0.09MB + Index: 0.16MB + Engine InnoDB<br>wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wp_yoast_prominent_words: Data: 0.11MB + Index: 0.20MB + Engine InnoDB<br>wp_yoast_seo_links: Data: 0.25MB + Index: 0.19MB + Engine InnoDB<br>wp_yoast_seo_meta: Data: 0.44MB + Index: 0.00MB + Engine InnoDB Post Type Counts

acf-field: 8<br>acf-field-group: 2<br>amn_mi-lite: 3<br>amn_wpforms-lite: 4<br>attachment: 1268<br>custom_css: 3<br>custom-css-js: 9<br>customize_changeset: 2<br>dis_et_pb_layout: 122<br>elementor_library: 19<br>et_body_layout: 3<br>et_footer_layout: 2<br>et_header_layout: 2<br>et_pb_layout: 30<br>et_template: 9<br>et_theme_builder: 1<br>ig_message: 2<br>jetpack_migration: 2<br>jp_img_sitemap: 1<br>jp_sitemap: 1<br>jp_sitemap_master: 1<br>ml-slide: 6<br>ml-slider: 2<br>nav_menu_item: 58<br>oembed_cache: 6<br>page: 34<br>post: 47<br>product: 133<br>product_variation: 232<br>revision: 15<br>shop_coupon: 85<br>shop_order: 7677<br>shop_order_refund: 65<br>shop_subscription: 232<br>wp_global_styles: 1<br>wp_navigation: 1<br>wp_template: 2<br>wpcode: 2<br>wprss_feed: 1<br>wprss_feed_template: 1 Security

Secure connection (HTTPS): ?<br>Hide errors from visitors: ? Active Plugins (35)

Web Accessibility by accessiBe: by accessiBe – 1.17<br>Advanced Custom Fields: by WP Engine – 6.2.7<br>AfterShip Tracking - All-In-One WooCommerce Order Tracking (Free plan available): by AfterShip – 1.17.11<br>Age Gate: by Phil Baker – 3.3.3<br>Autoptimize: by Frank Goossens (futtta) – 3.1.11<br>WP Engine Smart Plugin Manager: by WP Engine – 5.17.50<br>Better Search Replace: by WP Engine – 1.4.5<br>Divi Table Of Contents Maker: by Pee-Aye Creative – 1.2.7<br>Gettext override translations: by Ramon Fincken – 2.0.2<br>Imagify: by Imagify – Optimize Images & Convert WebP – 2.1.3.1<br>WPCode Lite: by WPCode – 2.1.9<br>Klaviyo: by Klaviyo<br>Inc. – 3.3.4

Popups for Divi: by divimode.com – 3.0.5<br>Redirection: by John Godley – 5.4.2<br>Schema App Structured Data: by Hunch Manifest – 1.23.2<br>ShareASale WooCommerce Tracker: by ShareASale.com<br>Inc. – 1.5.4

Shortcodes for Divi: by WP Zone – 1.2.2<br>TargetBay Product and Site reviews: by TargetBay – 1.3.3<br>User Menus: by Code Atlantic – 1.3.2<br>WMF Mobile Redirector: by Webbu – 1.1<br>Woo All Products For Subscriptions: by Woo – 5.0.1<br>WooCommerce Authorize.Net Gateway: by SkyVerge – 3.10.2<br>Woo Gift Cards: by Woo – 1.16.10<br>WooCommerce - Invoice Checkout: by Brad Morris – 1.0.0<br>Woo Product Bundles: by Woo – 7.0.1<br>WooCommerce - ShipStation Integration: by WooCommerce – 4.3.9 (update to version 4.4.0 is available)<br>WooCommerce Square: by WooCommerce – 4.5.1<br>WooCommerce - StampscomEndicia Integration: by Stamps.comEndicia – 2.0.0<br>Woo Subscriptions: by WooCommerce – 6.0.0<br>WooCommerce: by Automattic – 8.6.1 (update to version 8.7.0 is available)<br>Yoast SEO Premium: by Team Yoast – 20.7<br>Yoast SEO: by Team Yoast – 22.2<br>WP Change Default From Email: by Subodh Ghulaxe – 1.1.5<br>WP Mail SMTP: by WP Mail SMTP – 4.0.1<br>WP Rocket: by WP Media – 3.15.9 Inactive Plugins (1)

Google Analytics for WooCommerce: by WooCommerce – 2.0.3 Dropin Plugins (1)

advanced-cache.php: advanced-cache.php Must Use Plugins (7)

Endurance Page Cache: by Mike Hansen – 1.1<br>ET Support Center :: Must-Use Plugins Autoloader: by Elegant Themes –<br>Force Strong Passwords - WPE Edition: by Jason Cosper – 1.8.0<br>WP Engine Cache Plugin: by WP Engine – 1.3.0<br>WP Engine Seamless Login Plugin: by WP Engine – 1.6.1<br>WP Engine Security Auditor: by wpengine – 1.1.1<br>WP Engine System: by WP Engine – 5.0.1 Settings

API Enabled: ?<br>Force SSL: –<br>Currency: USD ($)<br>Currency Position: left<br>Thousand Separator: ,<br>Decimal Separator: .<br>Number of Decimals: 2<br>Taxonomies: Product Types: bundle (bundle)<br>external (external)<br>grouped (grouped)<br>simple (simple)<br>variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)

Connected to Woo.com: ?<br>Enforce Approved Product Download Directories: –<br>HPOS feature screen enabled: –<br>HPOS feature enabled: –<br>Order datastore: WC_Order_Data_Store_CPT<br>HPOS data sync enabled: – WC Pages

Shop base: #6 - /shop-cbd-products/<br>Cart: ? Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block.<br>Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.<br>My account: #9 - /my-account/<br>Terms and conditions: #468 - /terms-conditions/ Theme

Name: Divi-Child<br>Version: 1.0.0<br>Author URL:<br>Child Theme: ?<br>Parent Theme Name: Divi<br>Parent Theme Version: 4.24.2<br>Parent Theme Author URL: https://www.elegantthemes.com<br>WooCommerce Support: ? Templates

Overrides: – Subscriptions

WCS_DEBUG: ? No<br>Subscriptions Mode: ? Live<br>Subscriptions Live URL: https://www.primaryjane.com<br>Subscriptions-core Library Version: 6.8.0<br>Subscription Statuses: wc-active: 23<br>wc-pending-cancel: 1<br>wc-on-hold: 16<br>wc-cancelled: 192

WooCommerce Account Connected: ? Yes<br>Active Product Key: ? Yes<br>Custom Retry Rules: ? No<br>Custom Retry Rule Class: ? No<br>Custom Raw Retry Rule: ? No<br>Custom Retry Rule: ? No<br>Retries Migration Status: ? Completed<br>Report Cache Enabled: ? Yes<br>Cache Update Failures: ? 0 failure Store Setup

Country / State: United States (US) — New Hampshire Subscriptions by Payment Gateway

Authorize.Net Credit Card: wc-active: 23<br>wc-cancelled: 77<br>wc-on-hold: 16<br>wc-pending-cancel: 1

other: wc-cancelled: 114 Payment Gateway Support

Authorize.Net Credit Card: products<br>card_types<br>payment_form<br>inline<br>lightbox<br>tokenization<br>token_editor<br>charge<br>charge-virtual<br>authorization<br>capture_charge<br>customer_decline_messages<br>refunds<br>voids<br>customer_id<br>add_payment_method<br>apple_pay<br>subscriptions<br>subscription_suspension<br>subscription_cancellation<br>subscription_reactivation<br>subscription_amount_changes<br>subscription_date_changes<br>multiple_subscriptions<br>subscription_payment_method_change_customer<br>subscription_payment_method_change_admin Gift Cards

Database Version: 1.16.10<br>Loopback Test: ?<br>Task Queueing Test: ? Product Bundles

Database Version: 7.0.1<br>Loopback Test: ?<br>Template Overrides: – Authorize.Net Credit Card

Environment: Production<br>Tokenization Enabled: ?<br>Debug Mode: Off<br>Webhooks Enabled: ? Admin

Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>product-variation-management<br>product-virtual-downloadable<br>product-external-affiliate<br>product-grouped<br>product-linked<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page

Disabled Features: customize-store<br>minified-js<br>new-product-management-experience<br>product-pre-publish-modal<br>settings<br>async-product-editor-category-field

Daily Cron: ? Next scheduled: 2024-03-21 22:04:49 -04:00<br>Options: ?<br>Notes: 207<br>Onboarding: completed All Products for Woo Subscriptions

Template Overrides: – Action Scheduler

Complete: 6,151<br>Oldest: 2024-02-18 21:36:28 -0500<br>Newest: 2024-03-20 21:38:35 -0400

Pending: 28<br>Oldest: 2024-03-20 23:48:33 -0400<br>Newest: 2024-05-09 14:29:18 -0400 Status report information

Generated at: 2024-03-20 22:18:08 -04:00<br>`

here is the Square log:

2024-03-21T01:00:40+00:00Notice Starting step cycle: validate_products Additional context2024-03-21T01:00:40+00:00Notice Completed job step: validate_products (Validated products: 1) Additional context2024-03-21T01:00:40+00:00Notice Completed step cycle: validate_products (0.03s) Additional context2024-03-21T01:00:40+00:00Notice Starting step cycle: extract_category_ids Additional context2024-03-21T01:00:40+00:00Notice Completed job step: extract_category_ids (Extracted categories: 6) Additional context2024-03-21T01:00:40+00:00Notice Completed step cycle: extract_category_ids (0.02s) Additional context2024-03-21T01:00:41+00:00Notice Starting step cycle: refresh_category_mappings Additional context2024-03-21T01:00:41+00:00Notice Authorization error occurred, attempting a refresh. Additional context2024-03-21T01:00:41+00:00Notice Refreshing connection… Additional context2024-03-21T01:00:41+00:00Notice No refresh token stored, cannot refresh connection. Additional context2024-03-21T01:00:41+00:00Notice Disconnected due to invalid authorization. Please try connecting again. Additional context2024-03-21T01:00:41+00:00Notice Request Request method: uri: batchRetrieveCatalogObjects user-agent: WooCommerce-Square/4.5.1 (WooCommerce/8.6.1; WordPress/6.4.3) headers: Array ( ) body: duration: 0.24541s CONTEXT: {“_legacy”:true} 2024-03-21T01:00:41+00:00Notice Response Response code: 401 message: headers: Array ( [0] => HTTP/2 401 [date] => Thu, 21 Mar 2024 01:00:41 GMT [content-type] => application/json [content-length] => 161 [cf-ray] => 867a01a75852681f-SEA [cf-cache-status] => DYNAMIC [strict-transport-security] => max-age=631152000; includeSubDomains; preload [vary] => Origin, Accept-Encoding [x-content-type-options] => nosniff [x-download-options] => noopen [x-envoy-decorator-operation] => /v2/catalog/** [x-frame-options] => SAMEORIGIN [x-permitted-cross-domain-policies] => none [x-sq-dc] => aws [x-sq-envoy-safe-auth-decision] => UNAUTHORIZED [x-sq-region] => us-west-2 [x-xss-protection] => 1; mode=block [set-cookie] => __cf_bm=Y6twbZsDFa6pF856A8wdzSyRvOBdBztCMSIksFTuVMk-1710982841-1.0.1.1-gOl05lQtF8_yFpYK_x0E.Do7RFYHjNhg5i4VUlO1BYRLaChHVNDDVvIkJ2A1iZgvsoX_OCC_muwJ_p5XTQxHQw; path=/; expires=Thu, 21-Mar-24 01:30:41 GMT; domain=.connect.squareup.com; HttpOnly; Secure; SameSite=None [server] => cloudflare ) body: Array ( [0] => Square\Models\Error Object ( [category:Square\Models\Error:private] => AUTHENTICATION_ERROR [code:Square\Models\Error:private] => UNAUTHORIZED [detail:Square\Models\Error:private] => This request could not be authorized. [field:Square\Models\Error:private] => ) ) CONTEXT: {“_legacy”:true} 2024-03-21T01:00:41+00:00Notice Failed step cycle: refresh_category_mappings (0.62s) – [UNAUTHORIZED] This request could not be authorized. Additional context2024-03-21T01:00:41+00:00Notice [UNAUTHORIZED] This request could not be authorized. Additional context2024-03-21T01:08:33+00:00Notice Starting step cycle: validate_products Additional context2024-03-21T01:08:33+00:00Notice Completed job step: validate_products (Validated products: 1) Additional context2024-03-21T01:08:33+00:00Notice Completed step cycle: validate_products (0.02s) Additional context2024-03-21T01:08:34+00:00Notice Starting step cycle: extract_category_ids Additional context2024-03-21T01:08:34+00:00Notice Completed job step: extract_category_ids (Extracted categories: 5) Additional context2024-03-21T01:08:34+00:00Notice Completed step cycle: extract_category_ids (0.02s) Additional context2024-03-21T01:08:34+00:00Notice Starting step cycle: refresh_category_mappings Additional context2024-03-21T01:08:34+00:00Notice Authorization error occurred, attempting a refresh. Additional context2024-03-21T01:08:34+00:00Notice Refreshing connection… Additional context2024-03-21T01:08:34+00:00Notice No refresh token stored, cannot refresh connection. Additional context2024-03-21T01:08:34+00:00Notice Disconnected due to invalid authorization. Please try connecting again. Additional context2024-03-21T01:08:34+00:00Notice Request Request method: uri: batchRetrieveCatalogObjects user-agent: WooCommerce-Square/4.5.1 (WooCommerce/8.6.1; WordPress/6.4.3) headers: Array ( ) body: duration: 0.17946s CONTEXT: {“_legacy”:true} 2024-03-21T01:08:34+00:00Notice Response Response code: 401 message: headers: Array ( [0] => HTTP/2 401 [date] => Thu, 21 Mar 2024 01:08:34 GMT [content-type] => application/json [content-length] => 161 [cf-ray] => 867a0d3269ca309f-SEA [cf-cache-status] => DYNAMIC [strict-transport-security] => max-age=631152000; includeSubDomains; preload [vary] => Origin, Accept-Encoding [x-content-type-options] => nosniff [x-download-options] => noopen [x-envoy-decorator-operation] => /v2/catalog/** [x-frame-options] => SAMEORIGIN [x-permitted-cross-domain-policies] => none [x-sq-dc] => aws [x-sq-envoy-safe-auth-decision] => UNAUTHORIZED [x-sq-region] => us-west-2 [x-xss-protection] => 1; mode=block [set-cookie] => __cf_bm=gjYyYu3RVm9Ssfs3G.YPcPG1eeaR1QhzwIoCaXGUcCg-1710983314-1.0.1.1-TRiQqiyxPcVXYEPalt1.lXkmJDkX6El.5A785LhaxAV4Yo8t_5p3DdOxsdFko7CtM.SV89QNUletOxCNOAFp_w; path=/; expires=Thu, 21-Mar-24 01:38:34 GMT; domain=.connect.squareup.com; HttpOnly; Secure; SameSite=None [server] => cloudflare ) body: Array ( [0] => Square\Models\Error Object ( [category:Square\Models\Error:private] => AUTHENTICATION_ERROR [code:Square\Models\Error:private] => UNAUTHORIZED [detail:Square\Models\Error:private] => This request could not be authorized. [field:Square\Models\Error:private] => ) ) CONTEXT: {“_legacy”:true} 2024-03-21T01:08:34+00:00Notice Failed step cycle: refresh_category_mappings (0.23s) – [UNAUTHORIZED] This request could not be authorized. Additional context2024-03-21T01:08:34+00:00Notice [UNAUTHORIZED] This request could not be authorized

Hi @primaryjane,

The error logs you’ve shared indicate you’re encountering an authorization error when refreshing category mappings. The error message “[UNAUTHORIZED] This request could not be authorized” suggests that the request to the Square server is being denied due to invalid credentials.

The key message here is “No refresh token stored, cannot refresh connection”. This means that the system does not have the necessary credentials to re-establish a connection to the server.

To resolve this issue, you’ll need to reauthorize your connection. You can do it in WooCommerce > Settings > Square tab. More info: https://woo.com/document/woocommerce-square/setup-and-configuration-of-the-woocommerce-square/#section-5

If this makes no difference, we’ll need to have a closer look. Please contact us at Woo.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

Looking forward to hearing from you!

Thanks, but yea that makes no difference. I have tried it prior to seeing your message, twice or three times now.

Hi @primaryjane.

Seems like we’ll need to have a closer look. Could you please open a ticket about this from Woo.com > My profile > Support?

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.

Thanks!

Hey,

thanks I am on a support live chat with woo now. Do I still need to open a ticket?

Hi @primaryjane,

There’s no need to open a separate ticket if you are currently in a live chat with one of our Happiness Engineers. Our live chat support should be able to assist you directly and in real time.

However, if you need to step away from the chat or if the issue isn’t resolved during your chat session, please go ahead and open a ticket. This will ensure that your issue is tracked and addressed as quickly as possible.

Also, don’t forget to include a link to this forum thread so that our Happiness Engineer can track what’s already been done.

Let us know if there’s anything else we can assist you with.