Empty orders - no products, no shipping info / blank page after confirming order

tumil · August 1, 2017

Hi,

some of the orders just randomly (or maybe there is some pattern I don't understand) are empty. Their value is always complete, as if there were some products but there are no products in the order in back office. Also, the table with shipping information is empty.

I am attaching some screens of what's happening

Any ideas?

Edited August 4, 2017 by tumil (see edit history)

Scully · August 2, 2017

Unfortunately, you did not mention your prestashop version nor the payment module used for this kind of orders.

If these orders with missing products are paied by PayPal it might be a known bug.

tumil · August 2, 2017

Oh, my bad. PS version is 1.6.1.6

It happened with both dotpay and bankwire payments (mostly dotpay). The thing is that it doesn't happen every time. Now it seems ok for a couple of orders but it wasn't just two days ago

Scully · August 2, 2017

How long do you have this issue?

Did you recently start with your shop?

Or did you run tests orders and deleted them later on?

Have you taken a look at the error logfile of your server? Does it indicate some anomalies?

tumil · August 2, 2017

It started when I moved my shop to a different hosting but not instantly after that. Week or two later.

I have done some test orders and deleted them using a free module.

Nothing unusual in the error logfile

Scully · August 2, 2017

I might have to do with deleting orders. Some modules do not manage to clear all tables related to order data. There are quite a lot of tables in this context.

What might happen:

You have still some test data related to older test orders. Now new orders are processed but the IDs related to this new orders are already stored or used somewhere else.

Did you run the PS cleaner module with its 3rd option already?

I't might delete such entries but it cannot fix wrong or missing data from the past.

tumil · August 3, 2017

Well, I've been using this deleting orders module on my old shops as well and I have never experienced such problems before.

I'll give this PS Cleaner module a try

That's what I have got from it after using the 3rd option:

DELETE FROM `ps_access` WHERE `id_tab` NOT IN (SELECT `id_tab` FROM `ps_tab`)
(4) linii
DELETE FROM `ps_module_access` WHERE `id_module` NOT IN (SELECT `id_module` FROM `ps_module`)
(1) linii
DELETE FROM `ps_cart_cart_rule` WHERE `id_cart` NOT IN (SELECT `id_cart` FROM `ps_cart`)
(4) linii
DELETE FROM `ps_category_group` WHERE `id_group` NOT IN (SELECT `id_group` FROM `ps_group`)
(1) linii
DELETE FROM `ps_customer_group` WHERE `id_customer` NOT IN (SELECT `id_customer` FROM `ps_customer`)
(1501) linii
DELETE FROM `ps_message` WHERE `id_cart` NOT IN (SELECT `id_cart` FROM `ps_cart`)
(18) linii
DELETE FROM `ps_order_carrier` WHERE `id_order` NOT IN (SELECT `id_order` FROM `ps_orders`)
(5) linii
DELETE FROM `ps_order_detail_tax` WHERE `id_order_detail` NOT IN (SELECT `id_order_detail` FROM `ps_order_detail`)
(7) linii
DELETE FROM `ps_order_invoice` WHERE `id_order` NOT IN (SELECT `id_order` FROM `ps_orders`)
(2) linii
DELETE FROM `ps_order_invoice_payment` WHERE `id_order` NOT IN (SELECT `id_order` FROM `ps_orders`)
(2) linii
DELETE FROM `ps_order_invoice_tax` WHERE `id_order_invoice` NOT IN (SELECT `id_order_invoice` FROM `ps_order_invoice`)
(2) linii
DELETE FROM `ps_product_supplier` WHERE `id_product` NOT IN (SELECT `id_product` FROM `ps_product`)
(1) linii
DELETE FROM `ps_search_index` WHERE `id_product` NOT IN (SELECT `id_product` FROM `ps_product`)
(5770) linii
DELETE FROM `ps_specific_price_priority` WHERE `id_product` NOT IN (SELECT `id_product` FROM `ps_product`)
(8) linii

Edited August 3, 2017 by tumil (see edit history)

tumil · August 3, 2017

May it be somehow connected to cache?

UPDATE: I'm doing test orders with my co-worker. One of his orders was empty. All I know is that he got an ERROR 500 when he clicked on 'Confirm Order'. Unfortunately, the dev mode was turned off so I don't know anything more

Edited August 3, 2017 by tumil (see edit history)

Scully · August 3, 2017

In my opinion it is rather not related to a caching issue. Most of caching is disabled when it comes to order processing.

If you get an 500 error, you can log into you server and check the webservers error logfile. This usually remains for days or even months before it's purged or overwritten.

tumil · August 4, 2017

I managed to make an order and get the failure with DEV mode ON. But no information were shown. After clicking "Confirm Order" I got a white screen. Simultaneously my co-worker did the same and the same thing happened to him. I made an order with bankwire, he made it with cashondelivery. Same blank pages

[Fri Aug 04 08:18:26 2017] [error] [client 109.95.151.239] request="GET /szybkie-zakupy HTTP/1.1" pid=140355236284188 uid=3960048 gid=3960048, referer: http://sabipolsklep.pl/
[Fri Aug 04 08:18:54 2017] [error] [client 109.95.151.239] request="POST /szybkie-zakupy?rand=1501827533543 HTTP/1.1" pid=140355236286363 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Fri Aug 04 08:19:07 2017] [error] [client 109.95.151.239] request="POST /szybkie-zakupy HTTP/1.1" pid=140355236286366 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Fri Aug 04 08:19:08 2017] [error] [client 109.95.151.239] PHP Notice:  Undefined index: loading-msg in /home/users/sabipol/public_html/sklep3/modules/magicthumb/magicthumb.php on line 550, referer: https://sabipolsklep.pl/szybkie-zakupy
[Fri Aug 04 08:19:36 2017] [error] [client 109.95.151.239] request="GET /module/bankwire/payment HTTP/1.1" pid=140355236288348 uid=3960048 gid=3960048
[Fri Aug 04 08:19:38 2017] [error] [client 109.95.151.239] PHP Notice:  Undefined index: loading-msg in /home/users/sabipol/public_html/sklep3/modules/magicthumb/magicthumb.php on line 550, referer: https://sabipolsklep.pl/module/bankwire/payment
[Fri Aug 04 08:19:38 2017] [error] [client 109.95.151.239] request="GET /module/bankwire/%3Cbr%20/%3E%3Cb%3ENotice%3C/b%3E:%20%20Undefined%20index:%20paczkomaty_logo%20in%20%3Cb%3E/home/users/sabipol/public_html/sklep3/cache/smarty/compile/9e/44/76/9e44768287b2f28102b8a678468586221a4e064f.file.footer.tpl.cache.php%3C/b%3E%20on%20line%20%3Cb%3E95%3C/b%3E%3Cbr%20/%3E%3Cbr%20/%3E%3Cb%3ENotice%3C/b%3E:%20%20Trying%20to%20get%20property%20of%20non-object%20in%20%3Cb%3E/home/users/sabipol/public_html/sklep3/cache/smarty/compile/9e/44/76/9e44768287b2f28102b8a678468586221a4e064f.file.footer.tpl.cache.php%3C/b%3E%20on%20line%20%3Cb%3E95%3C/b%3E%3Cbr%20/%3E HTTP/1.1" pid=140355236288349 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Fri Aug 04 08:19:38 2017] [error] [client 109.95.151.239] request="GET /themes/warehouse/cache/v_939_6f8abfc76d148260796f1883b3148720.js HTTP/1.1" pid=140355236288371 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Fri Aug 04 08:19:38 2017] [error] [client 109.95.151.239] PHP Notice:  Undefined index: loading-msg in /home/users/sabipol/public_html/sklep3/modules/magicthumb/magicthumb.php on line 550, referer: https://sabipolsklep.pl/module/bankwire/payment
[Fri Aug 04 08:19:42 2017] [error] [client 109.95.151.239] PHP Notice:  Undefined index: loading-msg in /home/users/sabipol/public_html/sklep3/modules/magicthumb/magicthumb.php on line 550, referer: https://sabipolsklep.pl/szybkie-zakupy?addingCartRule=1
[Fri Aug 04 08:19:46 2017] [error] [client 109.95.151.239] PHP Notice:  Undefined index: loading-msg in /home/users/sabipol/public_html/sklep3/modules/magicthumb/magicthumb.php on line 550, referer: https://sabipolsklep.pl/module/cashondelivery/validation
[Fri Aug 04 08:20:03 2017] [error] [client 109.95.151.239] PHP Notice:  Undefined index: loading-msg in /home/users/sabipol/public_html/sklep3/modules/magicthumb/magicthumb.php on line 550, referer: https://sabipolsklep.pl/szybkie-zakupy?isPaymentStep=true
[Fri Aug 04 08:21:27 2017] [error] [client 109.95.151.239] request="GET /module/bankwire/validation HTTP/1.1" pid=140355236267295 uid=3960048 gid=3960048
[Fri Aug 04 08:21:27 2017] [error] [client 109.95.151.239] request="GET /module/bankwire/validation HTTP/1.1" pid=140355236267415 uid=3960048 gid=3960048

tumil · August 7, 2017

Now that I think of it... May it be some server issues?

I mean...
Today when I added a new category for the first minute or two I couldn't get to this category page (error 404). This category wasn't shown in some dropdown list in b/o either.

So if there are some delays maybe it somehow affects the order (because as far as we know this is error 500, so timeout problem?)

Scully · August 7, 2017

Error 500 is unusally NOT related to timeouts. It's just a simple misconfiguration somewhere.

The logs don't help since this are not error messages in fact but only warnings. Is this the logfile at the time you really placed orders?

tumil · August 7, 2017

Yes, this is the log file from that time. Here are a few others from faulty orders:

[Sun Aug 06 12:37:36 2017] [error] [client 188.127.29.129] request="GET /szybkie-zakupy HTTP/1.1" pid=140007343927546 uid=3960048 gid=3960048, referer: http://sabipolsklep.pl/219-szklanki-gladkie?id_category=219&n=136
[Sun Aug 06 12:38:19 2017] [error] [client 188.127.29.129] request="GET /themes/warehouse/img/icon/form-ok.png HTTP/1.1" pid=140007343927947 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/themes/warehouse/css/global.css
[Sun Aug 06 12:38:35 2017] [error] [client 188.127.29.129] request="POST /szybkie-zakupy?rand=1502015915321 HTTP/1.1" pid=140007343930299 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 12:40:38 2017] [error] [client 188.127.29.129] request="POST /logowanie?rand=1502016037938 HTTP/1.1" pid=140007343937429 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 12:41:01 2017] [error] [client 188.127.29.129] request="GET /module/dotpay/payment HTTP/1.1" pid=140007343937607 uid=3960048 gid=3960048
[Sun Aug 06 12:41:14 2017] [error] [client 188.127.29.129] request="GET /img/cms/special-tlo.jpg HTTP/1.1" pid=140007343944921 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/modules/iqitmegamenu/css/iqitmegamenu_s_1.css
[Sun Aug 06 12:42:39 2017] [error] [client 188.127.29.129] request="POST /module/dotpay/payment?control=2413&status=OK HTTP/1.1" pid=140007343947472 uid=3960048 gid=3960048
[Sun Aug 06 12:42:40 2017] [error] [client 188.127.29.129] request="GET /potwierdzenie-zamowienia?id_cart=2413&id_module=116&id_order=2243&key=08f2c4fd3241ec764b280aa450f25cf1 HTTP/1.1" pid=140007343947473 uid=3960048 gid=3960048
[Sun Aug 06 12:42:40 2017] [error] [client 188.127.29.129] request="GET /modules/dotpay/img/Dotpay_logo_napis_pl.png HTTP/1.1" pid=140007343947556 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/potwierdzenie-zamowienia?id_cart=2413&id_module=116&id_order=2243&key=08f2c4fd3241ec764b280aa450f25cf1
[Sun Aug 06 12:42:40 2017] [error] [client 188.127.29.129] request="GET /modules/dotpay/img/loading2.gif HTTP/1.1" pid=140007343915734 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/potwierdzenie-zamowienia?id_cart=2413&id_module=116&id_order=2243&key=08f2c4fd3241ec764b280aa450f25cf1
[Sun Aug 06 12:42:41 2017] [error] [client 188.127.29.129] request="GET /img/m/24-mf_image.jpg HTTP/1.1" pid=140007343917555 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/potwierdzenie-zamowienia?id_cart=2413&id_module=116&id_order=2243&key=08f2c4fd3241ec764b280aa450f25cf1
[Sun Aug 06 12:42:41 2017] [error] [client 188.127.29.129] request="GET /img/m/39-mf_image.jpg HTTP/1.1" pid=140007343917605 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/potwierdzenie-zamowienia?id_cart=2413&id_module=116&id_order=2243&key=08f2c4fd3241ec764b280aa450f25cf1




[Sun Aug 06 13:57:26 2017] [error] [client 86.3.75.142] request="GET /szybkie-zakupy HTTP/1.1" pid=140007343932965 uid=3960048 gid=3960048, referer: http://sabipolsklep.pl/kieliszki-do-wina/1997-rcr-melodia-kieliszek-czerwone-wino-270ml-kpl-6szt-8007815256525.html
[Sun Aug 06 13:57:27 2017] [error] [client 86.3.75.142] request="GET /js/jquery/plugins/fancybox/jquery.fancybox.css HTTP/1.1" pid=140007343934334 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 13:57:27 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/css/autoload/uniform.default.css HTTP/1.1" pid=140007343934409 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 13:57:27 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/css/addresses.css HTTP/1.1" pid=140007343932967 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 13:57:27 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/css/modules/blocksearch_mod/blocksearch_mod.css HTTP/1.1" pid=140007343934411 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 13:57:27 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/css/modules/themeeditor/css/options/hsidebar.css HTTP/1.1" pid=140007343934431 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 13:57:56 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/img/icon/form-ok.png HTTP/1.1" pid=140007343936931 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/themes/warehouse/css/global.css
[Sun Aug 06 13:59:38 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502021730335 HTTP/1.1" pid=140007343942661 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 13:59:38 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502021730441 HTTP/1.1" pid=140007343942662 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 13:59:38 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502021730445 HTTP/1.1" pid=140007343942663 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:00:01 2017] [error] [client 86.3.75.142] request="POST /logowanie?rand=1502021750377 HTTP/1.1" pid=140007343944468 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:00:06 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502021757912 HTTP/1.1" pid=140007343944469 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:00:23 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502021775611 HTTP/1.1" pid=140007343945356 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:00:34 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502021786492 HTTP/1.1" pid=140007343947565 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:01:44 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343918671 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:01:44 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343918738 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:01:44 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343920241 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:01:44 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343918740 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:01:44 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343920657 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:01:44 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343920536 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:02:14 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343921627 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:02:14 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343921708 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:02:14 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343921631 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:02:14 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343921632 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:02:14 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343921765 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:02:14 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343921766 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:03:12 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343923259 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:03:12 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343924886 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:03:12 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343925009 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:03:12 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343925636 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:03:12 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343925581 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:03:12 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343925654 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:03:50 2017] [error] [client 86.3.75.142] request="GET /img/m/24-mf_image.jpg HTTP/1.1" pid=140007343931249 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:03:50 2017] [error] [client 86.3.75.142] request="GET /img/m/39-mf_image.jpg HTTP/1.1" pid=140007343931250 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:03:51 2017] [error] [client 86.3.75.142] request="GET /img/m/41-mf_image.jpg HTTP/1.1" pid=140007343931267 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:03:51 2017] [error] [client 86.3.75.142] request="GET /img/m/48-mf_image.jpg HTTP/1.1" pid=140007343931268 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:03:51 2017] [error] [client 86.3.75.142] request="GET /img/m/2-mf_image.jpg HTTP/1.1" pid=140007343931269 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:04:36 2017] [error] [client 86.3.75.142] request="GET /module/bankwire/validation HTTP/1.1" pid=140007343931339 uid=3960048 gid=3960048
[Sun Aug 06 14:05:21 2017] [error] [client 86.3.75.142] request="POST /?rand=1502022073304 HTTP/1.1" pid=140007343931342 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:06:37 2017] [error] [client 86.3.75.142] request="POST /module/bankwire/validation HTTP/1.1" pid=140007343941281 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:08:00 2017] [error] [client 86.3.75.142] request="GET /module/bankwire/payment HTTP/1.1" pid=140007343916281 uid=3960048 gid=3960048
[Sun Aug 06 14:08:02 2017] [error] [client 86.3.75.142] request="GET /modules/cookielaw/cookielaw.css HTTP/1.1" pid=140007343916398 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:08:02 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/css/modules/facebookslide/facebookslide.css HTTP/1.1" pid=140007343916512 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:08:02 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/css/modules/blocknewsletter/blocknewsletter.css HTTP/1.1" pid=140007343916328 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:08:02 2017] [error] [client 86.3.75.142] request="GET /modules/blockfooterhtml/blockfooterhtml.css HTTP/1.1" pid=140007343916338 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/bankwire/payment
[Sun Aug 06 14:09:03 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502022295393 HTTP/1.1" pid=140007343918142 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:09:05 2017] [error] [client 86.3.75.142] request="GET /themes/warehouse/img/fancybox_overlay.png HTTP/1.1" pid=140007343921609 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/themes/warehouse/css/global.css
[Sun Aug 06 14:09:54 2017] [error] [client 86.3.75.142] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343922920 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 14:11:50 2017] [error] [client 86.3.75.142] request="POST /szybkie-zakupy?rand=1502022462629 HTTP/1.1" pid=140007343926341 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy




[Sun Aug 06 18:16:47 2017] [error] [client 79.191.253.206] request="POST /szybkie-zakupy HTTP/1.1" pid=140007343944374 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 18:17:26 2017] [error] [client 79.191.253.206] request="GET /adres?back=order-opc.php%3Fstep%3D1&id_address=2358 HTTP/1.1" pid=140007343946661 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy
[Sun Aug 06 18:17:47 2017] [error] [client 79.191.253.206] request="POST /adres HTTP/1.1" pid=140007343917948 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/adres?back=order-opc.php%3Fstep%3D1&id_address=2358
[Sun Aug 06 18:19:05 2017] [error] [client 79.191.253.206] request="POST /szybkie-zakupy?rand=1502036345714 HTTP/1.1" pid=140007343919040 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:19:05 2017] [error] [client 79.191.253.206] request="POST /szybkie-zakupy?rand=1502036345912 HTTP/1.1" pid=140007343919042 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:19:05 2017] [error] [client 79.191.253.206] request="POST /szybkie-zakupy?rand=1502036345915 HTTP/1.1" pid=140007343919044 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:19:25 2017] [error] [client 79.191.253.206] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343921590 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:19:25 2017] [error] [client 79.191.253.206] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343922472 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:19:25 2017] [error] [client 79.191.253.206] request="POST /modules/paczkomatyinpost/ajax.php HTTP/1.1" pid=140007343922534 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:20:33 2017] [error] [client 79.191.253.206] request="POST /szybkie-zakupy?rand=1502036433944 HTTP/1.1" pid=140007343925968 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:20:33 2017] [error] [client 79.191.253.206] request="POST /szybkie-zakupy?rand=1502036434442 HTTP/1.1" pid=140007343926600 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:21:07 2017] [error] [client 79.191.253.206] request="POST /szybkie-zakupy?rand=1502036467761 HTTP/1.1" pid=140007343930950 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/szybkie-zakupy?step=1
[Sun Aug 06 18:22:18 2017] [error] [client 79.191.253.206] request="POST /?rand=1502036538955 HTTP/1.1" pid=140007343933202 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/cashondelivery/validation
[Sun Aug 06 18:22:56 2017] [error] [client 79.191.253.206] request="POST /module/cashondelivery/validation HTTP/1.1" pid=140007343936663 uid=3960048 gid=3960048, referer: https://sabipolsklep.pl/module/cashondelivery/validation

Scully · August 7, 2017

Is this the access log or the error log? What I am missing is a more detailled error message which points to some cause. Like this message as example:

mod_fcgid: stderr: Next PDOException: SQLSTATE[HY000] [2002] php_network_getaddresses: getaddrinfo failed: Name or service not known in ...../cleanimage.php:10

tumil · August 7, 2017

It's the error log. I'll try to contact my hosting provider to see if there's any detailed log than this

Update: Nope. No more details from him unfortunetaly :/

Edited August 7, 2017 by tumil (see edit history)

tumil · August 7, 2017

I took a look at the b/o log tab and there is A LOT of:

Frontcontroller::init - Cart cannot be loaded or an order has already been placed using this cart

Scully · August 7, 2017

Enable DEV Mode again an post an URL to your shop !

Scully · August 7, 2017

I took a look at the b/o log tab and there is A LOT of:
Frontcontroller::init - Cart cannot be loaded or an order has already been placed using this cart

This is an indication of orders which are tried to submit more than once.

It can happen if you use the back button after the final confirmation and to resend again.

It's likely not your real problem.

Enable Dev Mode and submit your shops url.

Edited August 7, 2017 by Scully (see edit history)

tumil · August 7, 2017

Dev mode enabled

http://sabipolsklep.pl

Scully · August 7, 2017

Back to basics: I guess you have set your site into MAINTENANCE mode and NOT DEV mode.

DEV mode ist set by editing the file ./config/defines.inc.php

There you have to change this line

    define('_PS_MODE_DEV_', false);

into this:

    define('_PS_MODE_DEV_', true);

tumil · August 7, 2017

My bad, dev mode was enabled but I forgot that I left the shop open only for my ip

Now it's ok

Scully · August 7, 2017

Ok, without having done anything else:

<b>Undefined index: loading-msg in <b>/home/users/sabipol/public_html/sklep3/modules/magicthumb/magicthumb.php on line 550<br>

This appears quite at the top of your page. I would just disable the module magicthumb.

And I placed an order without any problems except the above message using the first payment method on your site.

Overall impression:

Your site loads slowly - use use some modules which create a lot of traffic. The start pages loads appx. 8 MB of size, some singe images are 1 MB of size and you have more than one. Overall - my impression - the shop is almost unusable from a shop visitors point of view. After appx. 5 minutes of testing, my browser crashed - I guess due to memory issues.

You slider might have caused this probably because I saw that the large slider images were loaded ands loaded again in an infinite loop.

Turn of DEV mode now and check your error logfile for modules which trigger error messages. There might be more than just one.

And improve slider and images in the sense they get smaller.

Edited August 7, 2017 by Scully (see edit history)

tumil · August 7, 2017

The magicthumb module is used for the products' images so I cannot really disable it.

To be honest, I was almost sure that you won't get any error as it happens totally randomly (or by a pattern I cannot resolve), as I said earlier. NOT every order gets an error. I have already done more than hundred test orders and I've got an error only once (tho with dev mode turned off :/ ) Yet throughout the last weekend I got about 5 faulty orders from different customers.

And thanks for your opinion. Yet the whole idea of how the shop looks is about that (almost) fullscreen slider so a smaller image would just make it ugly on bigger desktops.

I'll check the error logfile.

I have finally found a topic with simillar problem. And, well, I wouldn't say it's common but quite a few people got this kind of problems as well:

https://www.prestashop.com/forums/topic/466782-cart-cannot-be-loaded-or-an-order-has-already-been-placed-using-this-cart/page-5

The thing is that there are tons of different solutions and I just don't know which one would refer to my situation as I still haven't managed to get the faulty error with dev mode turned on

Scully · August 7, 2017

You could also try to figure out if the blank screen comes from a specific payment method. The payment methods hook into the final confirmation steps which is order validation. I tested only one payment, but maybe not the one which triggers the error.

Then I would contact the module magicthumb. It writes your log full of warning messages which shouln't be the case. It's probably only a minor fix to solve this.

And what image sizes concern: If I'd use my mobile phone to visit your site, reloading you start page appx. 100 times would result in my mobile data volume to be exhausted. I wouln't use that large images. There are also quite good online tools to shrink images without loosing quality.

Edited August 7, 2017 by Scully (see edit history)

tumil · August 11, 2017

I managed to deal with the images without this module and disable it. For a while even the order problem disappeared but unfortunetaly it's back.

It's not connected to any payment method. I think it already have appeared with every one of them

Scully · August 11, 2017

Missing order details might be related to some database inconsistencies or an error thrown somewhere. I would processd with investigating your error logfile with timestamps of orders which don't have order details or the confirmation page goes blank. I haven't seen any case in years where the error logfile did not show details but you haven't reported back on this.

tumil · August 11, 2017

The logfile doesn't show any more details other than these I pasted earlier and hosting provider says that there are no more details which wouldn't be included in the logfile I have access to.

Scully · August 11, 2017

I don't trust logfiles I haven't seen. Turn on DEV mode (you can also do this just for once specific IP address) and test until you get an order with blank page. Then post the error logfile here with a 5 minute slot when you entered the order. If this is not an opinion for you, I'm out of this.

jagdfieber · October 4, 2017

Hi scully,

sorry for hooking into this.

We are experiencing exactly the same issue as described by tumil. The problem is that our log files are completely useless as they don't contain any logs related to the error 500.

Is there anything we can do to pinpoint the error? Since it occurs very irregularly, it's very hard for us to reproduce it or find a pattern why it happens.

Scully · October 4, 2017

You could enable DEBUG modue in your definces.inc.php. It is possible to enable this ONLY for you IP address so customers are not disturbed with strange debug data.

Once enabled you could run test orders until the error occurs. Furthermore you might have disabled error reporting in your hosting panel which can take precedence in some cases.

jagdfieber · October 6, 2017

Hi scully,

thanks for getting back to me.

You could enable DEBUG modue in your definces.inc.php.

Debug mode has been turned on the entire time, still no entries in the PHP error log.

But the PrestShop log says (± 1 minute around order):

Frontcontroller::init - Cart cannot be loaded or an order has already been placed using this cart

@tumil, does your PrestaShop also has these notices?

Searching for this error message, I stumbled upon this thread: https://www.prestashop.com/forums/topic/466782-cart-cannot-be-loaded-or-an-order-has-already-been-placed-using-this-cart/. It seems to be related to the bug but there doesn't seem to be a working solution (see https://www.prestashop.com/forums/topic/466782-cart-cannot-be-loaded-or-an-order-has-already-been-placed-using-this-cart/?p=2613871).

Can you state whether the notice is related to the original problem? Some people question that (see https://www.prestashop.com/forums/topic/466782-cart-cannot-be-loaded-or-an-order-has-already-been-placed-using-this-cart/?p=2614542).

Any help is much appreciated. Thank you!

Edited October 6, 2017 by jagdfieber (see edit history)

Scully · October 6, 2017

Cart cannot be loaded or an order has already been placed using this cart

This error is most likely not related to your issue. Its a bug which exists in many 1.6. versions. We fixed it long ago but it appears which every new release the error comes back.

jagdfieber · October 11, 2017

You are right, the notice also appears for "complete" orders.

Accoring to our hosting company, all PHP related errors get logged and as I said, PrestaShop dev mode ist turned on. Still no errors in the log.

I'm really running out of ideas ...

NIKESLB · January 26, 2018

I had the exact problem. At the log I could find this error:

PHP Fatal Error - Address in mailbox given (email) does not comply with RFC 2822, 3.6.2.

It happens because the Swift library updated his rules about the grammar. So to solve the problem just comment the function _assertValidAddress() at \tools\swift\classes\Swift\Mime\Headers\MailboxHeader.php.

Ex:

private function _assertValidAddress($address)
    {
        /*if (!preg_match('/^'.$this->getGrammar()->getDefinition('addr-spec').'$/D',
            $address)) {
            throw new Swift_RfcComplianceException(
                'Address in mailbox given ['.$address.
                '] does not comply with RFC 2822, 3.6.2.'
                );
        }*/
    }

musicmaster · January 26, 2018

Note that empty orders usually mean that the shopping cart hasn't been converted. So when you look for a cart with exactly the same amount as what the customer ordered you know what the customer wanted.

Empty orders - no products, no shipping info / blank page after confirming order

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