Problem in Importing some products from supplier

Hello Team,

We have been syncing our store with products from a supplier through multichannel integration platform, we requested around 1800 products and only 800 products were loaded in our store, we opened this issue with supplier & they came back with the following explanation below:
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Dear customer,

The issue is caused by the theme Woodmart that is installed in your WooCommerce.

This causes that products with certain type of properties to not be imported at all. The Multichannel sent all the data and your shop received it, however when trying to add it, the process is blocked by this theme internal data.

Here is an example of one of the import messages:

wp-content/upload/wc-logs/fatal-errorXXX

2020-09-02T12:27:24+00:00 CRITICAL Uncaught Error: Call to undefined function woodmart_admin_scripts_localize() in /home/trendivi/public_html/wp-content/themes/woodmart/inc/integrations/woocommerce/modules/attributes-meta-boxes.php:23

You will need to remove this theme completely to ensure the synchronization is working as intended.
————————————————————————————————

Please suggest how to proceed and resolve this issue at the earliest.

Regards
Partha.

Hello,

Please provide the site admin access to the private area as well as FTP access.

Please provide detailed step by step instructions on how we can reproduce the problem on our own.

Best Regards

Hello Team,

As requested, please find the details where you would be able to locate the log files from File manager in Cpanel.

Mentioned in private content.

Also please find below the website admin access:

Mentioned in private content.

Also as an additional information we contacted our Hosting provider to have a look the logs to let us know where the issue lies, please find their response below:-
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Dear Customer,

There’s nothing wrong with your website on a server level.

The above-mentioned issues you’re experiencing are caused due to 3rd party WordPress plugins that we, as a hosting company, do not support and are not in our area of expertise.

We have increased your PHP limits to the maximum allowed for your plan and unfortunately, this is as far as we could help.

we recommend you contact the plugin vendor themself.

Additionally, we noticed that the error_log of your website has shown the following error:

https://prnt.sc/uavjhy

[03-Sep-2020 12:28:33 UTC] PHP Notice: Undefined property: stdClass::$version in /home/trendivi/public_html/wp-content/plugins/woocommerce/includes/admin/class-wc-admin-status.php on line 255

which could be caused by the missing theme version information of your theme.
————————————————————————————————————————————————-

please let us know if you require any more information, I am also available for telephonic converstion, incase required.
Request you to resolve our problem at the earliest.

Also attached one log file, incase that can of any help for the team to resolve the issues, all the other log files can be accessed through Cpanel as mentioned above.

Regards
Partha.

Hello,

Please provide step by step instructions on how to reproduce the problem so that we could see the error in log file. Please request the host support or person who fulfills the import of the product.

Best Regards

Hello Elise,

Is there any way to have a short call with me to explain the whole topic in detail.
Let me try out here:

1. We have installed Bigbuy plugin (supplier plugin) for all products to be imported from their catalog to our woo-commerce store.

2. Through that plugin we login to supplier portal select the products and click publish.

3. Once we click publish of selected products(1800) we received around 800 products only in our Woo-commerce store installed with Woodmart theme.

4. Missing is around 1000 products to be loaded in our store, we requested Bigbuy to check why all products are not published and they replied about theme issue & they said all products are reaching my store through Bigbuy channel but it is getting filtered out by theme so not getting all products in my store and sent us the log file which is all communicated to you in previous message.

5. We checked the log file showing error & opened a ticket with TMD hosting (our hosting provider – http://www.tmdhosting.com) – ticket no: #679628 – you can contact them directly with this ticket reference no.

6. TMD hosting also replied to us which is communicated to you in earlier communication saying about the issue from theme side.

All the log files can be accessed as all credential are shared and everything is mentioned in the previous message.

please let us know what else is required.
Looking forward for quick response & resolution as it’s getting very much delayed for us.

Thanks for understanding.

If possible I am open for a phone call discussion, phone number mentioned in private content.

Regards
Partha.

Hello,

We need to be able to reproduce the problem. Please, write us step by step instruction of how to import these 1800 products and see the error. Send us the import file if needed.

Kind Regards

Hello Team,

You have all my credentials, all the logs files are available and log file is showing the error,
are you guys not able to get the details from the log files, currently still products are getting loaded in my store & lot of them are getting omitted as well, I clearly see the lot of issues in the log file.

What steps do you want from me, it’s automated process and process is continuously running.

If you read the message from Bigbuy(supplier) and also if you read the message from TMD hosting, there are log file and details are mentioned to help you see the error.

Error is continuously happening as I see in log files, as process is automatically running.
Request you read in detail the message from supplier and hosting, check all the details in the message from them for better understanding, look like you guys are replying for steps but not looking in details in the previous communications and log file which are mentioned in communication.
Did you guys looked in details about the ONE OF STATEMENT FROM TMD hosting pasting it again below:-
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Additionally, we noticed that the error_log of your website has shown the following error:

CHECK THIS LINK BELOW:-

https://prnt.sc/uavjhy

[03-Sep-2020 12:28:33 UTC] PHP Notice: Undefined property: stdClass::$version in /home/trendivi/public_html/wp-content/plugins/woocommerce/includes/admin/class-wc-admin-status.php on line 255

which could be caused by the missing theme version information of your theme.
——————————————————————————————

please give me a call, let’s discuss & explain you verbally about the automated process.
it’s been moving in circle & circle and you guys are not able to solve the problem.

It’s now really getting critical incident.

Need a quick & very urgent support.

MY NUMBER is MENTIONED IN private content

Regards

Hello Team,

Please see my last/above message don’t miss that, along with that sending you again details from my supplier.
———————————————————————–
Dear customer,

The issue is caused by the theme Woodmart that is installed in your WooCommerce.

This causes that products with certain type of properties to not be imported at all. The Multichannel sent all the data and your shop received it, however when trying to add it, the process is blocked by this theme internal data.

Here is an example of one of the import messages:

wp-content/upload/wc-logs/fatal-errorXXX

2020-09-02T12:27:24+00:00 CRITICAL Uncaught Error: Call to undefined function woodmart_admin_scripts_localize() in /home/trendivi/public_html/wp-content/themes/woodmart/inc/integrations/woocommerce/modules/attributes-meta-boxes.php:23

You will need to remove this theme completely to ensure the synchronization is working as intended.

Kind regards,

Support Department
http://www.bigbuy.eu
—————————————————————–

Regards
Partha.

Hello,

We have checked this and see that our theme is not compatible with this system, unfortunately. We can return your money back if you request a refund here https://themeforest.net/refund_requests/new

Kind Regards

Hello Team,

We are running few rounds of testing for some final check with the woodmart theme and will get back to you on the refund.

Regards

Hello Team,

We have uninstalled the woodmart theme as suggested by our supplier and Hosting service and we running the test to come to a final conclusion.

Regards

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