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resolved

Physical Products Issue With Stripe Add-On Plugin



7 replies to this topic

#1 tsetford

tsetford

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Posted 03 March 2014 - 07:27 PM

I've been round and round on this issue with my hosting provider today and it looks to be related to the Stripe Add-on. Here's the problem:

After clicking on a physical product from the store, I'm presented with the "Add to Cart" button. After clicking that it takes a long time 10-15 seconds for it to be added to my cart. Doesn't take that long with other product types, it's usually instant (i.e. digital products). Next, I try to click the checkout link. The screen never changes and it appears to be doing nothing. Upon opening up the developer tools in Chrome, I can inspect the ajax call being sent to the server. After a long delay (almost 2 minutes) it finally responds with a 502 error. And the user can't make a purchase. The entire site gets really slow until I remove that item from my cart. Then things speed back up. Due to it being a 502 error, I bugged my hosting provider to look into it. After MANY hours, it was determined that disabling the Stripe-Add-on plugin made the problem go away. Of all plugins I thought would conflict with Exchange, that was the last one I'd pick.

Here is the link you can use the test this out for yourself with the Stripe Add-on enabled:

http://hisstory.staging.wpengine.com/product/his-story-nlt-rpe/

You will be required to create an account, so go ahead and create a test account (it takes a long time due to this issue, so please be patient). After confirming this issue, please let me know and I will deactivate the Stripe Add-on and you can then see that it works as it should (up until I want to pay obviously). Again, this only happens with physical products. Digital and Simple products are not affected.

I'm running Version 1.7.18 of Exchange and Version 1.1.22 of the Stripe Add-on.

This is an urgent issue, my clients are losing sales due to this problem. If it's something that we need to work with my hosting provider, let me know. They are WPEngine.com and have helped my track this issue to this point.

Thanks,
Troy

#2 tsetford

tsetford

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Posted 03 March 2014 - 10:14 PM

Upon further testing, I've narrowed the problem down even further. It appears to be an issue with the Simple Shipping Add-on. As soon as I disabled that add-on, everything worked fine with the Stripe Add-on activated.

To make sure it wasn't anything to do with my install, I loaded a clean install of WordPress add installed just Exchange and enabled the Physical Products Add-on, Stripe Add-on and the Simple shipping add-on. I added a Physical Product and the problem immediately persisted. I then disabled the Simple Shipping Add-on and the problem went away. What's interesting is the site comes to a crawl if that item is left in the cart. Once it's removed, the site response time goes back to normal.

Please let me know if that can be reproduced in your environment or if this is something specific to WPEngine that needs to be addressed.

I've left the link in my first post in the broken state for you to see if necessary.

Thanks,
Troy

#3 tsetford

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Posted 07 March 2014 - 03:19 PM

I would really like some feedback from someone at iThemes regarding this issue. Here is the latest response from my hosting provider:

Quote


I've tested this out and checked out logs up and down and the only thing I can see is that the checkout triggers a script that tries to run for too long. We have a process that kills scripts after they've been running for a minute and this process runs once a minute, so it will allow processes to run anywhere between 1 minute to 1:59, which would explain the length of time you're seeing.

Unfortunately, I'm not really seeing anything that would be causing this, there aren't any out of memory errors or slow MySQL queries. My recommendation would be to get with the plugin developer and see if there's any configuration that we should be aware of on our end that would cause this script to take so long to run.

Jon Rodriguez | Customer Support Specialist
WP Engine - Finely Tuned WordPress


Thanks,
Troy

#4 Elise Alley

Elise Alley

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Posted 10 March 2014 - 02:52 PM

Hi Troy,

I apologize that your original post was missed!

Both the developers and I can replicate this, and they're looking into the issue.  Unfortunately, I don't have an answer for you at this time.  As soon as a fix is available, however, I will report back here.

Again, I apologize that your post was missed initially and I'll let you know as soon as I have an answer for you.  

Thanks,

Elise

#5 tsetford

tsetford

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Posted 10 March 2014 - 03:38 PM

Thanks Elise for the follow up. I feel better knowing it can be reproduced and it's not specific to my hosting provider. I've since disabled the shipping add-on and enabled the mandatory billing address to capture an address to ship to as a work around until this is resolved. Looking forward to the fix :-)

Troy

#6 Elise Alley

Elise Alley

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Posted 11 March 2014 - 03:41 PM

Hey Troy,

We just push out an update to the Stripe add-on (version 1.1.23) that should help correct this issue.  Try updating the add-on and then let us know how it goes.

Thanks,

Elise

#7 tsetford

tsetford

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Posted 11 March 2014 - 06:19 PM

Hi Elise,

Thank you VERY much!! That took care of the issue.

Troy

#8 Elise Alley

Elise Alley

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Posted 12 March 2014 - 08:54 AM

Glad to hear it, Troy!  Let us know if you have any additional questions.

Thanks,

Elise



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