rokaklih

Hello @qtwrk,

After I’ve created seperate ticket, I’ve got reply from one of the staff in LS with the link -> https://www.litespeedtech.com/support/forum/threads/please-use-the-official-wordpress-forum.16028/.

So I quess, I have to post here on WP forum or I’ve created the wrong ticket?

Hi @qtwrk,

okay , please create a ticket by mail to?support at litespeedtech.com?with reference link to this topic , we will investigate further.

Done, looking forward for your answer!

Hi @qtwrk,

just to be sure I am on the right page, you are taking about that search box , right ?

Yeah, you can see the search box in the header.

For any additional info, I’m available.

Hello @qtwrk,

Thanks for your answer.

please provide the report number

Report number: KGBHEJSI

Looking forward for your answer.

Hello @ckadenge,

I’m afraid we may lack the exact words to share with your client. However, you can inform them that investigations are still underway as the root cause has not yet been identified.

Ok, thanks for your feedback.

In some instances, maintenance work can cause temporary network instability or fluctuations in server performance. These could potentially have indirect effects on your website’s performance, including WooCommerce operations.

Why is that? Because Woocommerce saves data into DB and If the server was down or interrupted mid the Woocommerce operation saving the data into DB, it could cause an error like this?

I would recommend you continue to monitor your site’s performance and let us know if the issues persist.

I will continue to monitor the website and I will let you know if the issue still persists.

Best regards,

Rok!

Hi @doublezed2,

Thanks for your reply.

Since we cannot replicate the issue, it would be best to wait for it to occur again (hopefully it will not) and then collect more data.

Could you please provide some information or guidance on how to communicate with our client regarding the issue we encountered?

If you have any other relevant information, I will be happy to look into that.

The only information I have pertains to scheduled maintenance on web server A2 on April 8, 2024, between 12:00 and 00:01, coinciding with where our client’s website is hosted. I have already contacted A2 support, and they have indicated that the maintenance, conducted on separate servers, should not have impacted WooCommerce functionality on our website.

However, I find this timing coincidental, as the issues with WooCommerce occurred precisely during the maintenance window. Based on your experience, could there be a potential correlation between the maintenance on A2 and the WooCommerce issues we observed?

Best regards,

Rok!

Hello @doublezed2,

Would it be possible for you to translate these notes for me?

Of course:

• Order #6173 -> Held Bank transfers Order status changed from Payment in progress to Held.
• Order #6172 -> Unpaid order canceled – timeout reached. Order status changed from Payment in progress to Cancelled. -> Payment will be made upon delivery. Order status changed from Payment in progress to In processing. -> Order status changed from In Processing to Payment in progress.
• Order #6171 -> Held Bank transfers Order status changed from Payment in progress to Held.

Best regards,

Rok.

Hi @carolm29,

Thanks for getting back at me.

Are you able to find any similarities between the three orders? This could be having similar products, using the same payment gateway or payment method, being on the same account, etc.

I’ve found next similiraties between mentioned 3 orders:

• They were all submitted on the 8. 4. 2024 between 14h and 22h (Slovenia/Ljubljana time)
• Two orders have payment method: Proforma invoice (6173 and 6171)
• Two orders have product from the same product category (6172 and 6171)
• All customers are from Slovenia (our main language is Slovene)
• Total of all orders were under 20eur

Screenshots:

• Order #6173 (https://snipboard.io/SqQiBa.jpg)
• Order #6172 (https://snipboard.io/G9cE2F.jpg)
• Order #6171 (https://snipboard.io/H8Yjb9.jpg)

If you need anything else from me, let me know.

Best regard,

Rok!

Hi @ckadenge,

Thanks for your reply.

That sounds like a plan. Using outdated plugins can cause intermittent issues and it is always a best practice to have plugins up-to-date.

Gotcha.

Are there any other logs under your logs tab? You can also share those with us for further investigations.

Yes, there are only Mailchimp logs, syncing users from Woocommerce to Mailchimp. Could this be related? If yes, tell me where can I send you privately the Logs of Mailchimp, because it contains confidential info.

I would recommend creating?a staging site?and trying to replicate the issue to see if you are able to get similar results. That way, we can be able to proceed with further steps into solving the issue.

We have a staging site and I was not able to replicate the issue unfortunately, even on production site. Since I cannot replicate it, I don’t know what else can we do, except to update plugins to the latest version and monitor website if the problem occurs.

Best regards,

Rok.

Hi @ckadenge,

Thanks for your reply.

01 Outdated Woocommerce

We will update Woocommerce and other plugins in the following week. Firstly I have to contact the client.

02 Woocommerce Error logs

There are no error logs for that specific date.

03 Troubleshooting

Do you have any other suggestions for how we can determine the reason this problem occurred?

Looking forward for your answer!

Best regards,

Rok.

Hello,

I’ve send you the woocommecre system report privately on the link.

Looking forward for your answer.

Best regards,

Rok.

Hi @carolm29,

yes you can close the thread.

Thanks!

Hello!

Thank you for reply and an answer to my question.

I will get in touch with plugin’s support.

Best regards,

Rok!

Hi @webtoffeesupport,

I understand that you’re saving _order_number meta key in both tables, because of compatibility with HPOS.

But I don’t understand why we had two _order_number meta keys in wc_postmeta and two order_number meta keys in wc_order_meta for one order. Because of that our external API stopped working.

My question is why did the duplication of _order_number meta key happend in both tables?

Hi @anastas10s,

I’ve already readen the related documentation.

Maybe we don’t understand each other.

Let me clearify it again, we had two meta_key _order_number in table wc_orders_meta and two meta_key _order_number postmeta. Which caused our external API to stop working.

My question is why we had two meta_key _order_number in both tables? Is the meta_key _order_number created by woocommecre or plugin Sequential Order Numbers for WooCommerce?

Thanks in advance.