Order

Resolved GIRAUD
(@fanny3880)

10 months, 3 weeks ago

Hey all, Looking for some support here. Since July 17th, I’ve had a problem: I can’t see the contents of the commands, old and new. I’ve tried disabling everything and changing themes, but nothing works. I hope you can find the problem.

I have done all the updates. Woocommerce 10.0.3.

Can you please help?

The page I need help with: [log in to see the link]

Viewing 11 replies - 16 through 26 (of 26 total)

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Thread Starter

GIRAUD

(@fanny3880)

10 months, 2 weeks ago

Hello,

I’m back… I’ve done several things: PHP, HOST, cleaned the caches, disabled plugins… Nothing changes. I deactivated a plugin that was causing the problem, but that didn’t help me get the order cart details back… it’s as if the link to the products was broken. Even in the WooCommerce statistics, I have the number of products sold, but I can’t tell which ones. I waited a day after the changes to repost the log.

System Status Report

### WordPress Environment ###

WordPress address (URL): [Redacted]
Site address (URL): [Redacted]
WC Version: 10.0.4
Legacy REST API Package Version: L’extension Legacy REST API n’est pas installée sur ce site.
Action Scheduler Version: ✔ 3.9.2
Log Directory Writable: ✔
WP Version: 6.8.2
WP Multisite: –
WP Memory Limit: 256 Mo
WP Debug Mode: –
WP Cron: ✔
Language: fr_FR
External object cache: –

### Server Environment ###

Server Info: Apache
Server Architecture: Linux 5.15.0-143-generic x86_64
PHP Version: 8.3.23
PHP Post Max Size: 8 Mo
PHP Time Limit: 90
PHP Max Input Vars: 1000
cURL Version: 7.81.0
OpenSSL/3.0.2

SUHOSIN Installed: –
MySQL Version: 10.6.22-MariaDB-0ubuntu0.22.04.1-log
Max Upload Size: 2 Mo
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

[REDACTED]

### Post Type Counts ###

attachment: 535
bsf_custom_fonts: 1
customize_changeset: 7
custom_css: 1
elementor_library: 5
foogallery: 1
itsec-dash-card: 13
itsec-dashboard: 2
nav_menu_item: 32
nf_sub: 1006
page: 14
post: 2
product: 130
product_variation: 768
revision: 2396
shop_coupon: 8
shop_order: 2094
shop_order_refund: 1
tablepress_table: 7
wpforms: 2
wp_global_styles: 4
wp_navigation: 1
wp_template: 2

### Security ###

Secure connection (HTTPS): ✔
Hide errors from visitors: ✔

### Active Plugins (20) ###

Custom Fonts: par Brainstorm Force – 2.1.15
Up2pay e-Transactions: par Up2pay e-Transactions – 3.0.9
Elementor: par Elementor.com – 3.30.4
FooBox - Lightbox d’image: par FooPlugins – 2.7.35
FooGallery: par FooPlugins – 2.4.32
Maximum Products per User for WooCommerce: par WPFactory – 4.3.8
Min and Max Quantity for WooCommerce: par BeRocket – 1.3.8.1
Mondial Relay - InPost - WordPress: par Rodolphe Cazemajou-Tournié – 5.6
Ninja Forms: par Saturday Drive – 3.10.4
Smart Slider 3: par Nextend – 3.5.1.29
TablePress: par Tobias Bäthge – 3.1.3
TinyPNG: par TinyPNG – 3.6.0
UpdraftPlus - Sauvegarde/Restauration: par TeamUpdraft
DavidAnderson – 1.25.6

WooCommerce.com Update Manager: par Automattic – 1.0.3
WooCommerce Analytics: par WooCommerce – 0.9.11
Maximum Quantity for WooCommerce Shops: par Naked Cat Plugins (by Webdados) – 2.3
PDF Invoices & Packing Slips for WooCommerce: par WP Overnight – 4.6.1
WooCommerce: par Automattic – 10.0.4
Yoast SEO: par L’équipe Yoast – 25.6
WP Super Cache: par Automattic – 3.0.0

### Inactive Plugins (1) ###

Solid Security Basic: par SolidWP – 9.3.10

### Dropin Plugins () ###

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

### Must Use Plugins (1) ###

SecuPress COOKIEHASH: par  – 2.0

### Settings ###

Legacy API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: right_space
Thousand Separator: 
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)
woosb (woosb)

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: ✔
Enforce Approved Product Download Directories: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –
Enabled Features: analytics
rate_limit_checkout
marketplace
order_attribution
site_visibility_badge
remote_logging
blueprint
point_of_sale


### Logging ###

Enabled: ✔
Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
Retention period: 30&nbsp;jours
Level threshold: –
Log directory size: 314 Ko

### WC Pages ###

Base de la boutique: #1012 - /boutique/
Panier: #1013 - /panier/ -  Contient le code court woocommerce_cart
Commander: #1014 - /commander/ -  Contient le code court woocommerce_checkout
Mon compte: #1015 - /mon-compte/ -  Contient le code court [woocommerce_my_account]
Conditions générales de vente et d’utilisation: #2071 - /conditions-generales-de-ventes/

### Theme ###

Name: Astra
Version: 4.11.8
Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
Child Theme: ❌ – Si vous modifiez WooCommerce sur un thème parent que vous n‘avez pas construit personnellement
nous vous recommandons d‘utiliser un thème enfant. Voir&nbsp;: Comment créer un thème enfant

Theme type: Thème classique
WooCommerce Support: ✔

### Templates ###

Overrides: –

### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customize-store
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
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printful
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subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
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launch-your-store
add-to-cart-with-options-stepper-layout

Disabled Features: product-data-views
experimental-blocks
experimental-iapi-mini-cart
experimental-iapi-runtime
coming-soon-newsletter-template
minified-js
product-pre-publish-modal
settings
async-product-editor-category-field
product-editor-template-system
use-wp-horizon

Daily Cron: ✔ Next scheduled: 2025-07-31 18:27:40 +02:00
Options: ✔
Notes: 222
Onboarding: completed

### Action Scheduler ###

Terminé: 1&nbsp;442
Oldest: 2025-06-30 03:49:54 +0200
Newest: 2025-07-23 23:16:16 +0200

Échoué: 23
Oldest: 2025-06-21 16:03:01 +0200
Newest: 2025-07-23 23:16:47 +0200

En attente: 5
Oldest: 2025-07-30 22:52:27 +0200
Newest: 2026-01-01 00:00:01 +0100


### Status report information ###

Generated at: 2025-07-30 22:23:38 +02:00

I didn’t get a “fatal error”, but I see that in the debogage I have this…

2025-07-30T13:00:25+00:00 Débogage [Shortcode #1] Place Order flow initiated  
Contexte supplémentaire
{
    "order_uid": "f121fa0b-b2bc-49ef-982b-5083f4348490",
    "store_url": "https://romwaterfowl.com",
    "backtrace": [
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-checkout.php",
            "line": 1301,
            "function": "wc_log_order_step"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-ajax.php",
            "line": 543,
            "function": "process_checkout",
            "class": "WC_Checkout",
            "type": "->"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php",
            "line": 324,
            "function": "checkout",
            "class": "WC_AJAX",
            "type": "::"
        }
    ],
    "remote-logging": false
}
2025-07-30T13:00:25+00:00 Débogage [Shortcode #2] Session updated with checkout data and totals calculated  
Contexte supplémentaire
{
    "order_uid": "f121fa0b-b2bc-49ef-982b-5083f4348490",
    "store_url": "https://romwaterfowl.com",
    "backtrace": [
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-checkout.php",
            "line": 1318,
            "function": "wc_log_order_step"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-ajax.php",
            "line": 543,
            "function": "process_checkout",
            "class": "WC_Checkout",
            "type": "->"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php",
            "line": 324,
            "function": "checkout",
            "class": "WC_AJAX",
            "type": "::"
        }
    ],
    "remote-logging": false
}

and I’ve had it for a while

maybe it speaks to you…

For now, my customers are still patient, but I’d like to find a solution. Would uninstalling WooCommerce without touching the database do anything?

Thank for your help

Sai (woo-hc)

(@saivutukuru)

10 months, 2 weeks ago

Hi @fanny3880,

Thanks so much for sharing the detailed updates. I appreciate all the effort you’ve put in.

From what you described, it sounds like the product line items inside the orders are no longer displaying correctly in the WooCommerce admin, even though the order totals and sales data still exist. This might be due to a broken link between orders and their associated product items, or possibly an issue with how that data is being pulled in.

Here’s how we can move forward:

When viewing an order in WooCommerce → Orders, are you seeing any product rows under the order total section? Or is that area completely blank? If possible, please share a screenshot of one of the affected orders (you can blur or redact sensitive info).
A few active plugins, such as Up2pay e-Transactions, PDF Invoices & Packing Slips, or Maximum Quantity rules, might be influencing the order data. Did any of these updates occur around July 17? Even if not, I’d recommend testing by:
- Backing up your site
- Deactivating all plugins except WooCommerce
- Switching to a default theme like Storefront
- Checking an affected order again

Let us know if the product details appear correctly at that point. That will help confirm whether a plugin or theme is interfering.

Let us know what you find after trying the steps above. Happy to keep working with you on this.

Thread Starter

GIRAUD

(@fanny3880)

10 months, 2 weeks ago

Hello,

Here is the screenshot https://go.screenpal.com/watch/cTjnhsnIpbq

This morning I was able to see the items from old orders, before July 17, because until then I couldn’t see them anymore. But not on the new ones.

I tried disabling everything again and changing the theme but no change to the article view.

I notice this message when I’m on Astra : https://go.screenpal.com/watch/cTjn1InIpFg

I don’t understand because my cart page hasn’t been modified for a long time and includes a short code…

I think I’ll redo my cart page and check if there’s a change… is it better to do it with Elementor or the simple editor?

Thanks

Moses M. (woo-hc)

(@mosesmedh)

10 months, 1 week ago

Hi @fanny3880,

Thanks for the clarification. I understand how frustrating this issue must be, and it’s great that your customers are being patient during this.

I recently encountered a similar problem where orders or order details weren’t showing correctly, and it turned out to be related to HPOS and how the theme was retrieving the order ID. Could you check whether HPOS is enabled on your site? You can do this by going to WooCommerce > Settings > Advanced > Features and looking at whether High-Performance Order Storage or Legacy WordPress posts storage is selected.

Now that switching to the Storefront theme allows you to view old order details again, can you also confirm whether you’ve done a full conflict test — that is, deactivating all plugins except WooCommerce while keeping the Storefront theme active — and then checking if the issue persists?

Lastly, please don’t overlook the HPOS check I mentioned above. I noticed my colleague @frankremmy already pointed it out earlier, but it seems it may have been missed.

Thread Starter

GIRAUD

(@fanny3880)

10 months, 1 week ago

Hi,

I had already made changes but maybe not the right ones… here is the screenshot : https://go.screenpal.com/watch/cTjeYLnICSI

Is it good as?

This evening without changing anything I can no longer see the details of the old orders… it’s very annoying.

Plugin Support

Frank Remmy (woo-hc)

(@frankremmy)

10 months, 1 week ago

Hi @consciouscreativeeric,

We truly appreciate you digging into this and laying it out so clearly. I shared it with my team and here’s our findings.

“The cart is clearly visible, I can see the items… And not even 5 minutes later, I looked again, nothing, just the order amount…”

The order items themselves are saved in these tables: wp_woocommerce_order_items and wp_woocommerce_order_itemmeta. So when those entries vanish or appear empty, it’s often because something has directly (and maybe unintentionally) altered the order data without properly maintaining the related item data.

Looking through our site history, we noticed what looks like a rollback or reset around the 19th. That could easily be the smoking gun here.

With your database currently offline: https://share.zight.com/GGujNEwe, we’re hitting a wall in terms of deeper investigation. But realistically, it’ll require someone with strong knowledge of the DB structure to unpack what’s gone wrong.

If you have any way of tracing when those orders and their items were last updated, or if you remember any changes around that time, it might shed some light. And once we’re back up, we’ll definitely pull a more complete report and follow through.

I hope that helps. Let us know if you need anything else.

Thread Starter

GIRAUD

(@fanny3880)

10 months, 1 week ago

Good evening,

On July 20, I tried restoring the extensions with Updraftplus, as I thought the problem was caused by an update. I also updated PHP (from 7.4.33 to 8.2.29). The last updates were made on June 21.

I’ll send you the screenshot of the newspaper : https://go.screenpal.com/watch/cTjfYynImvm

Vue du fichier de journal place-order-debug-ae4f72cc-2025-08-02 :

2025-08-02T19:01:26+00:00 Débogage [Shortcode #1] Place Order flow initiated  
Contexte supplémentaire
{
    "order_uid": "ae4f72cc-559a-4186-bf12-9ba56d2fa521",
    "store_url": "https://romwaterfowl.com",
    "backtrace": [
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-checkout.php",
            "line": 1301,
            "function": "wc_log_order_step"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-ajax.php",
            "line": 543,
            "function": "process_checkout",
            "class": "WC_Checkout",
            "type": "->"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php",
            "line": 324,
            "function": "checkout",
            "class": "WC_AJAX",
            "type": "::"
        }
    ],
    "remote-logging": false
}
2025-08-02T19:01:26+00:00 Débogage [Shortcode #2] Session updated with checkout data and totals calculated  
Contexte supplémentaire
{
    "order_uid": "ae4f72cc-559a-4186-bf12-9ba56d2fa521",
    "store_url": "https://romwaterfowl.com",
    "backtrace": [
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-checkout.php",
            "line": 1318,
            "function": "wc_log_order_step"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-ajax.php",
            "line": 543,
            "function": "process_checkout",
            "class": "WC_Checkout",
            "type": "->"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php",
            "line": 324,
            "function": "checkout",
            "class": "WC_AJAX",
            "type": "::"
        }
    ],
    "remote-logging": false
}

Vue du fichier de journal place-order-debug-5f333045-2025-08-02 :

2025-08-02T19:01:18+00:00 Débogage [Shortcode #1] Place Order flow initiated  
Contexte supplémentaire
{
    "order_uid": "5f333045-cd15-45ad-a11e-0c716946d9a6",
    "store_url": "https://romwaterfowl.com",
    "backtrace": [
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-checkout.php",
            "line": 1301,
            "function": "wc_log_order_step"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-ajax.php",
            "line": 543,
            "function": "process_checkout",
            "class": "WC_Checkout",
            "type": "->"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php",
            "line": 324,
            "function": "checkout",
            "class": "WC_AJAX",
            "type": "::"
        }
    ],
    "remote-logging": false
}
2025-08-02T19:01:18+00:00 Débogage [Shortcode #2] Session updated with checkout data and totals calculated  
Contexte supplémentaire
{
    "order_uid": "5f333045-cd15-45ad-a11e-0c716946d9a6",
    "store_url": "https://romwaterfowl.com",
    "backtrace": [
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-checkout.php",
            "line": 1318,
            "function": "wc_log_order_step"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-content/plugins/woocommerce/includes/class-wc-ajax.php",
            "line": 543,
            "function": "process_checkout",
            "class": "WC_Checkout",
            "type": "->"
        },
        {
            "file": "/var/www/vhosts/romwaterfowl.com/httpdocs/web/wp-includes/class-wp-hook.php",
            "line": 324,
            "function": "checkout",
            "class": "WC_AJAX",
            "type": "::"
        }
    ],
    "remote-logging": false
}Vue du fichier de journal place-order-debug-5f333045-2025-08-02

Thank you for taking my problem seriously because I am lost.

Moses M. (woo-hc)

(@mosesmedh)

10 months, 1 week ago

Hi @fanny3880,

Thank you for sharing the log, and apologies for the delay — we were investigating the issue internally.

The log doesn’t show any errors, just the normal checkout process. Based on what we found, your issue appears to be unique and could be due to a corrupted database, a plugin conflict, or some custom code interfering with data retrieval from your database. To investigate further, it would be best to work with a developer who can examine your site and server configuration, including the database, to identify the root cause.

Since we’re unable to access your site and doing so would go against our support guidelines here on the forum, we recommend reaching out to professionals on platforms like codeable.io for assistance.

Thread Starter

GIRAUD

(@fanny3880)

10 months, 1 week ago

Hello,

ok … Thank you for your interest in my problem.

Moses M. (woo-hc)

(@mosesmedh)

10 months ago

You’re welcome @fanny3880,

Thank you for your reply. If you have any other questions or need help with anything else, please don’t hesitate to reach out or start a new topic — we’ll be happy to assist.

Plugin Support