Problem with Redis Object Cache

Hi @webschmiede,

Thank you for your message, and I definitely understand that constantly having to clear the cache is quite cumbersome.

Assuming that you’re using this Redis Object Cache plugin on the website in question, you can specifically exclude the simplybook cache group from the plugin. This will allow Redis Object Cache to do it’s job, without affecting SimplyBook in the process.

You can achieve that with the following code snippet, add it to a new .php file and upload that file to the folder /wp-content/mu-plugins/ on your site for it to take effect.

<?php
define( 'WP_REDIS_IGNORED_GROUPS', array(
    'simplybook',
    // ...
) );

We will also have a look on our end, to see how we might be able to account for this object caching behavior in the plugin itself.

Kind regards, Jarno

Hi @webschmiede,

Yes, these are indeed separate issues. The ‘losing connection’ behavior that you’ve described here should have been resolved with the 3.1.0 release, unless there’s something else going on.

Are you currently already using version 3.1.0 of the SimplyBook plugin on this website?

Kind regards, Jarno

Hi @webschmiede,

Thanks again for your response. This is definitely unusual, and just to indicate; we haven’t received similar reports about such disconnections since the 3.1.0 release. The issue you’re describing is one of the main items that has been addressed in that release.

At the moment, we’re missing some key details to be able to properly investigate this. All previously reported cases were either resolved by 3.1.0 or caused by object caching (and in those cases, it could be fixed by purging or disabling the cache).

As we don’t have any accurate pointers as to what causes this to persist in your case, we’d need some more information to get to the bottom of this:

– Are there any particular actions that seem to trigger the disconnection (e.g., plugin updates or another action)?
– Are there other caching layers active on the server (file-based, server-side) which might cause this to persist regardless of having updated to 3.1.0?
– Do you still experience the issue if you temporarily disable all other plugins and switch to a default theme (e.g., one of the Twenty Twenty themes)?

We realise this is quite a lot to ask, but unfortunately we don’t have any accurate pointers as to why this behavior might persist in your case; even though you’re using the latest version of the plugin.

Kind regards,
Jarno

Hi @webschmiede,

Thanks for the update here. I’ve asked our team to examine this more closely, but we can’t quite determine how it’s possible that you’re still experiencing this problem with the latest 3.1.0 release whereas this update successfully resolved the issue for other users who’ve reported this issue. We have yet to find any indication in the plugin’s code that would explain this behavior.

If you have a staging copy of the site, perhaps you could try replicating the issue there; and let us know which steps and other installed plugins/themes are necessary to trigger this behavior?

If we know how this behaviour can be reproduced on our end, that would allow us to look further into it; but I’m afraid we have too little information to go off at the moment.

Kind regards, Jarno

Hi @webschmiede,

I see, while the behavior remains somewhat inexplicable for me at the moment; rest assured that the notice/connection lost notice doesn’t affect how the widget is actually displayed on the front-end of your website, and should therefore remain perfectly functional.

If you know the steps that are needed to trigger this problem on a fresh WordPress install/staging site, we’d be very interested to know more about this; so please let us know if there’s any additional information about that. Do note that posting or requesting login information to any site (even staging environments) is forbidden on these forums.

Kind regards, Jarno

Hi @webschmiede,

While that does sound similar, it looks like this other site does not use Redis Object Cache, unlike the site that you shared in the original post: is this correct?

I would definitely start with a clean slate by removing the current version of the SimplyBook plugin (3.1.1) on the site, clear cache in any optimisation tools on the site; and then re-install a clean copy of the latest SimplyBook plugin and re-authenticate, to see if this still persists.

Kind regards, Jarno

Hi @webschmiede,

I was hoping to find out which steps are involved to reproduce this issue, as these forums do not allow us to accept offers to login to any site (even if it’s a staging/development website). Please do not share access to any such environment, this will certainly result in action being taken by the forum moderators.

Anyway, are both of these ‘affected’ sites hosted on the same server, by any chance? If this is the case, there could be some server-side mechanism (e.g., caching) that prevents the plugin’s authentication token from being refreshed.

Could you perform the following steps on the ‘new/cloned’ environment?

– Logout from the SimplyBook plugin
– Log back in to the SimplyBook plugin
– Navigate to this page on your site (note: replace example.com with your actual domain):
example.com/wp-admin/options.php
– Confirm that the value of the option simplybook_token_admin is prefixed with v2 (note: do not share the actual value on these forums, just confirm that it’s value contains v2)
– Check the value of the simplybook_refresh_company_token_expiration, and share it in your reply in this thread
– After 1 hour and 1 minute have passed since logging in to SimplyBook, go back to example.com/wp-admin/options.php to check whether the value of simplybook_refresh_company_token_expiration has been changed/updated; and share the new value in your reply here.

Kind regards, Jarno

Hi @webschmiede,

Great, the tokens are properly being refreshed. So, did you still get logged out from the Dashboard after the hour had passed?

Could you also confirm that the value of the option called simplybook_token_admin is prefixed with v2?

If you do experience the logout issue again: please attach the value of the option simplybook_refresh_company_token_expiration as soon as possible after the logout occurs, as I would be very interested to know what it contains at that point.

Kind regards, Jarno

• This reply was modified 10 months ago by Jarno Vos.