Austin M - a11n

Hi @salmouno3. Thanks for confirming that you don’t have access to the dashboard. In that case, you would want to find a way to access the files on your site through a method other than WP Admin, such as cPanel or FTP. Then, please remove the WooCommerce plugin folder from /wp-content/plugins. Once you do, you will hopefully be able to access your dashboard again. You won’t be able to see your orders and other WooCommerce data, but you will be able to access that data again once you reinstall WooCommerce. It is not deleted, just hidden.

From there, you’ll want to figure out exactly what went wrong. If you have any plugins (aside from WooCommerce itself) that are out of date, I’d recommend updating them, along with your theme.

Then, try installing WooCommerce fresh. If this crashes your site again, take the steps above to remove the plugin once more, and then create a staging site once you’re able to access your dashboard again. A staging site is like a duplicate site used for testing purposes. Some hosting providers offer staging sites as part of their plans, but you should be able to use the WP Staging plugin to create one otherwise.

Then, on the staging site, deactivate all your plugins, switch to a default theme such as Twenty Twenty-One, and then once more install WooCommerce. If this doesn’t work, let us know, and we’ll help you troubleshoot further.

If it does work, reactivate your other plugins and theme one at a time and see if the problem resurfaces. If it does, you’ll know what WooCommerce is conflicting with. Let us know, and we’ll help you figure out the next steps.

Thanks!

Hi @austinchui! Based on your error messages, this seems to be a known bug that has been reported to Facebook for WooCommerce developers. You can learn more about this bug here: https://github.com/facebookincubator/facebook-for-woocommerce/issues/1777

The recommended steps for getting around this issue are the following:

1) Check that your pixel is connected. You can troubleshoot pixel issues using the Facebook Pixel Helper Chrome extension.
2) Make sure there aren’t any browser extensions blocking Facebook user agent and IP addresses
3) Enable debug logging for the Facebook plugin on your site, and see if you are getting any obviously errors

If that doesn’t help, I recommend following the GitHub bug report above for any updates on how to fix the issue or when a fix will be released for it.

Hi @choppex86. Glad to hear that did the trick! Feel free to reach out in another thread if you have any further questions!

Hi @regisbrisard. I understand that copying a variable product changes the sync settings for the variations.

I haven’t seen this particular issue before. Do you have logging enabled for the Facebook plugin currently? If so, please find the latest log for it by going to WooCommerce > Status > Logs in your site’s admin area, opening the dropdown by the “View” button, and finding the most recent log file with “facebook” in the name, as shown here: https://d.pr/i/zYVxgL. When you find it, click on it, then click the “View” button to view it.

Then, please copy the contents of the log into pastebin.com, click “Create new paste,” and then send us the resulting URL so that we can take a look.

If logging is not enabled for this plugin currently, please enable it, retest the issue, and then take the steps above to find the resulting log and send it to us.

If you’re not comfortable doing that on a public forum, please contact our support team directly by going to https://woocommerce.com/my-account/create-a-ticket/.

Thanks!

Hi @congdr1996. There are some specific requirements you need to meet for products to be approved by Google. Can you make sure your products meet these requirements? You can see more information about this here: https://docs.woocommerce.com/document/google-listings-and-ads/#product-feed-information

In addition, can you go to Marketing > Google Listings & Ads > Product Feed and make sure all your products are set to “Sync and Show” there? It should automatically mark all products as “Sync and Show” by default.

Thanks!

Hi @lsjl1. OK, at this point, I think it would be good if you contacted our support team directly. Can you do that by going to https://woocommerce.com/my-account/create-a-ticket/? That will allow us to get more information that wouldn’t be appropriate for a public forum, such as login credentials for the site that isn’t working. Thanks! I’ll mark this thread as resolved since we’ll continue this conversation via email instead.

Hi @keybod. I understand you have a failed order where you actually did receive payment.

Can you give me any more information about this order? Was it paid with a credit card, or with some other payment method? If it was paid with some method other than credit card, do you have any other orders using this payment type that have succeeded?

Also, can you post your system status report? You can find that by going to WooCommerce > Status in your site’s admin area, then clicking “Get system report,” then “Copy for support.” If a URL would be easier, it should be yoursite.com/wp-admin/admin.php?page=wc-status&tab=status , replacing “yoursite.com” with your site’s actual URL.

Thanks!

Hi @roadreaper! I understand you’re getting an error when trying to check out.

Do you currently have logging for the Stripe plugin enabled? If not, please enable it by going to WooCommerce > Settings > Payments > Stripe in your dashboard and clicking the checkbox labeled “Log debug messages.”

If you already had logging enabled, please find the log file by going to WooCommerce > Status > Logs, opening the dropdown menu, and looking for the Stripe log with the appropriate date. Once you find it, click it, then click the “View” button.

If you just enabled logging, please wait for the issue to happen again, and then find the log using the above steps.

Then, please copy the contents of the log into https://pastebin.com , click “Create new paste,” and then send the resulting link so that we can take a look.

Thanks!