eStore – Digital Product Not Sending Link

[Sev]

Hi. I’m a bit confused!! I have several products that I sell – and all are working except for one type – a ‘digital download only’ (audio). What is weird, is that its all been working up until a few days ago. Now when someone buys the audio – they just don’t get sent the link to download it. I’ve looked at the log – and it would appear that everything is ok. Any clues as to what I should be looking for – greatly appreciated.

[wzp]

1. If you go to the Admin Functions, and manually try to generate a download link; is a valid link created? If not; then check the Product Database, to see if the product is still marked as a digital download.

    

2. Does the buyer even receive an email?

    

[Sev]

Hi. Yes – I can create a manual download link (and it works) from the Admin functions area. But it appears that the customer does not receive the email. What should I look at next? Thanks.

[wzp]

OK, now please use the Admin Functions to test whether or not email can be sent from your server, to another email address.

If that works, then please check your debug logs to see if eStore “thinks” it is sending the email, containg the link. There should first be entries describing generation of the download link, followed by the actual sending attempt.

It is “safe” to post unedited copies of the debug log(s) here.

[admin]

Also the following is a good post to read:

https://support.tipsandtricks-hq.com/forums/topic/my-plugin-just-stopped-working

[Sev]

OK – so the email test works (ie WordPress has no problem sending out emails). Then I looked at the debug logs. Very strange – because I reset the logs a few days ago – and yet when I look at them now, the IPN_handle_debug is empty – yet the eStore_postpayment_debug has SOME entries – but seems to be missing some. So I did a test purcahse myself of an audio – and checked the Paypal – and confirmed that payment went through fine.

And yet there is no record of this purchase in either the debug logs nor in the ‘manage customers’ tab. And as a customer, I did not receive an email. Very odd. I can’t work it out? what do you think?

I will post the eStore-postpayment_debug log separately (the test payment I did took place around 10am – and this log only shows activity up to 8.59am – so don’t know why it is missing data). Many thanks.

[Sev]

[deleted log data after checking it]

[wzp]

If IPN processing is not taking place, then no emails will be sent. Please review these relevent threads to determine what the situation might be:

• https://support.tipsandtricks-hq.com/forums/topic/estore-paypal-ipn-not-working-emails-not-being-sent-ipn-debug-log-is-blank

   

• https://support.tipsandtricks-hq.com/forums/topic/estore-blank-ipn-debug-tried-all-methods-paypal-shows-404-error-for-transact

   

• https://support.tipsandtricks-hq.com/forums/topic/what-to-do-if-the-debug-file-is-empty

   

[Sev]

So I’ve worked through the check lists – and the latest thing was I raised a support ticket with our hosting provider (TSO) – and they confirmed that there was an issue with the Paypal IPN and they have now fixed it. But alas, the audio products are still not sending emails back to the customer, nor registering in the plugin store records. Yet non-audio products work fine – ie those that go through the eMember plugin work fine. Any other tests I could conduct to identify the issue? many thanks.

[admin]

Please share a link to your products page where you have the buy button for the mp3 file so I can take a look and check the debug log data.

Are you using the shorten URL link option? You should disable that option if you are using it.

[Sev]

Hi. Here is a link to one of the audios:

[http://www.genekeys.com/shop/1st-gene-key-audio/]

We were using Bitly to shorten the url – but have stopped using that during the troubleshooting test (and the problem is still there).

thanks!

[admin]

Some of your payments are coming in as pending. Thats whey the plugin is not processing those payments. This is another of your PayPal account setup issue.

Please fully read the following post which will help:

https://support.tipsandtricks-hq.com/forums/topic/reasons-for-a-pending-paypal-payment

[Sev]

Hi. Yes – a couple of pending – but one was an e-cheque – so that would be normal – and the other was a donation, so I’m asking Paypal about that. Still uncertain why audio products are not getting processed. Any other things I could check? many thanks.

[admin]

Wait for paypal to address the pending payment issue. Once that is sorted, reset the log file then do ONE transaction with your audio product. The debug will reveal if anything else is still going wrong and what needs to be sorted out.

[Sev]

Paypal report no problem (and I’ve looked at the IPN history – and it shows that the IPNs have been successfully sent out). So I reset the log and made a purchase of an audio. The download link did not get sent through to me as a customer. I’ve copied below the IPN log (and replaced sensitive info with XXXs). Any thoughts as to what I could try next? Does Paypal require https on the shop page, for example? (I’ve got an https cert for the domain – but the shop page is just http). thanks.

[Author]

Posts