Sync never finishes

Hello @reallydeej, thank you for reaching out!

I understand you are having trouble syncing your products. So that we can help understand the issue better, could you please enable?Square sync/connectivity logging?that can be enabled in?WooCommerce > Settings > Square.?This logging helps troubleshoot Square sync and connectivity issues, and its log files start with?square.

Once this is enabled, please try syncing your products again and share with us any error logs that start with square. You can find the logs under WooCommerce > Status > Logs

Please also share with us System Status Report, which you can find via WooCommerce > Status > Get system report > Copy for support. You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

System status report – https://gist.github.com/DeeJ/544f671dde94485c41a94a7614cd43cb

Have enabled square error logging but nothing is showing up in the logs yet. Is there a way to cancel a sync & force it to start again? The existing sync is still stuck on running & I can’t see how to stop it.

And here’s one of the square logs, all 141k+ lines of it – https://gist.github.com/DeeJ/2053ca9619bd795120c73ff95aac5493

• This reply was modified 10 months, 2 weeks ago by ReallyDeeJ.

Hours later, still stuck on 97%, still no actual errors showing in the WC logs…

Hi there @reallydeej ??

Thank you for reaching back, with further details on this.

Hours later, still stuck on 97%, still no actual errors showing in the WC logs…

From what I gather, the Sync Setting would be Square, for the site (as products, inventory, etc, are to be pulled from Square). Could you confirm that is the case, in the plugin’s settings, please?

As a next step, I’d recommend making sure all the requirements are met at the production environment.

In the site’s System Status Report (SSR), it appears that both caching and security plugins are installed. It is best to take a look at this document, for recommended caching settings and troubleshooting sync issues, if the chance to do so did not appear already.

I hope this is helpful! Please let us know if you have any further questions or concerns.
We will be happy to help you further.

Hey @anastas10s,

Yes, the sync setting is set to Square.

Yes, all the requirements are met:
– PHP 7.4+ – PHP 8.2
– WordPress 5.8+ – WP 6.4.2
– WooCommerce 6.8+ – WC 8.5.1 (just upgraded from 8.4 to see if it made a difference, it didnt)
– A Square account – YES
– An SSL certificate to use the payment gateway – YES
– Background processing to support automatic product sync – YES

I’ve temporarily disabled Wordfence (as that wasn’t enabled on staging when everything was working) but still no change. We do have W3TC caching plugin installed, this was also on staging & we only have static page caching enabled for users who don’t have anything in their cart + JS minification, we’re not doing things like object caching, disabling this plugin also makes no difference. As for the caching setting in that doc you linked, yes we have PHP opcache.save_comments enabled.

As for troubleshooting the sync issues:
– Are SKUs set for your Square and WooCommerce products? YES
– Is the Square product assigned to the Location that’s configured in the plugin settings? YES
– Does your site support background processing? YES

Still stuck in the same spot with a sync that won’t go past 97%, won’t end, won’t give any errors (apache logs, WC logs, nothing…)

The lack of any sort of error message or really any thread to pull is quite frustrating.

Hi @reallydeej,

Thank you for providing such detailed information. I understand how frustrating it can be when things don’t work as expected.

I’ve checked your system status reports and error logs to understand your issue better. From the error log you shared, it’s clear that the request went through successfully (HTTP 200 status code), and it returned a list of items along with their individual inventory counts. Each of these items has a unique catalog_object_id, and the state shows the current stock status of each item.

However, next, I’d like you to take a few steps. Could you please downgrade your PHP version from 8.2.11 to 8.1.27? Also, try increasing your PHP Post Max Size from 80 MB to 2 GB, and extend your PHP Time Limit from 30 to 1200. Then, let’s check if the syncing is complete successfully.

Let us know how that goes. Looking forward to helping you.

I changed the PHP version from 8.2 to 8.1.27, set max post size to 2GB & time limit to 1200 & still no change.

I even re-imported the entire site from staging to production again. The issue is still occurring except now instead of being stuck at 97% it gets stuck at 104% :-\

Looking at the Ajax request that returns the sync status it returns this, the percentage, imported / updated/ skipped products counts don’t change, I can’t see any indication that the sync is actually progressing. Or working at all.

{
“success”: true,
“data”: {
“action”: “sync”,
“id”: “8b235662178f6896e165d8330960c193”,
“job_products_count”: 71,
“percentage”: 104.22535211267605,
“imported_products_count”: 74,
“updated_products_count”: 0,
“skipped_products_count”: 0,
“status”: “processing”
}
}

This site was meant to launch 2 days ago & this is currently holding everything up.

Still no error message or anything useful to give any indication of what the problem may be.

Some further info. We’re using square for processing payments, this works. When purchasing an item the stock level on square goes down as expected, but because this sync isn’t working the stock level in WooCommerce never gets updated.

Still zero indication as to why the sync has stalled.

HI @reallydeej,

Did you try disconnecting Square account and connecting again?

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

Make sure to include a link to this thread, so we know what has been done already.

Thanks!

Yes, I tried disconnecting & reconnecting square, many many times… Still no change.

Creating a support ticket now.

Hi @reallydeej,

Thanks for lettings us know. I hope to have it sorted out soon

If you have any other questions, please don’t hesitate to ask.