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Android & iOS Apps – Troubleshooting Errors Loading Data

If you are having trouble loading data such as your store stats, orders, products, or reviews in the Woo app, here are some potential issues that could be causing this problem and how to solve them:

One of the plugins in your site may be causing the issues

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The first thing you should verify is that you are using the most recent version of the plugins you have installed available. You’ll also want to make sure that the WooCommerce database doesn’t need an update following an update to the plugin. 

If you are using the most recent version, you might be experiencing a conflict.

In that case, we recommend disabling all of your plugins except for WooCommerce and Jetpack and then testing the app. If it works, then turn on the plugins, one at a time and test the app after each activation to find the plugin that blocks the mobile app. We suggest starting with caching plugins or any security plugins as they are usually what cause the issue.

Things to consider are whether the app stopped working when you recently installed a new plugin on your site or ran an update. It can help narrow down the issue so it’s easier to troubleshoot where the error is coming from. 

If you find a plugin that is causing an issue, you can try reaching out to the plugin developers support team and let them know that it’s causing conflicts with the app. This way they can try to resolve any issues related to their plugin. Please also let our support team know so we can prevent conflicts on our end also. 

You can read more about running a conflict test and best practices here: https://woocommerce.com/document/how-to-test-for-conflicts

Note: Sometimes a third-party plugin alters the type of a field in the app, then the app fails to recognize the value. We also can’t prevent other plugins from modifying our responses in the app. If a plugin is shown to be submitting invalid data, the best thing that we can suggest is to reach out to the plugin developers and ask them for assistance.

Your site may be experiencing site performance issues

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What may possibly be happening here is that Jetpack is having difficulty maintaining a consistent connection to your site because the server doesn’t respond consistently to our requests.

This is sometimes due to the site performing poorly or the server being overloaded. There are a few things we can recommend to help with this. 

First, you would want to make sure you don’t have any security blocks that may be preventing Jetpack from communicating with your site. 

We’d suggest checking if you have any security plugins, and contacting your hosting provider, then search into server logs for any blocked requests from our servers. Some hosts have a fail2ban log or access.log for example. Our requests look like the following:

  • File: https://yourgroovydomain.com/xmlrpc.php 
  • User-agent header: Jetpack by WordPress.com
  • IPs: https://jetpack.com/support/hosting-faq/#jetpack-whitelist

Please ask them to whitelist the IP addresses listed above. Note that these IP addresses could change (or more could be added) at any time, which could break your connection to Jetpack. For this reason, we actually discourage whitelisting specific IPs, although with some hosts it may be the only option.

Next, make sure you have an updated version of PHP that matches WordPress’ requirements. You should reach out to your host if you need help getting this updated. 

If the issue still remains, you can install a plugin like https://wordpress.org/plugins/query-monitor to check which plugin or theme is the most taxing on your site’s performance by checking what causes the most queries. You can then remove any plugins that may not be entirely necessary but still have a bad impact on your site.

Even if this doesn’t help with the connection issue, it will still have a positive impact on the site and so it’s worth going through the process.

If the issue still remains after you’ve done this, please contact support with a copy of your System Status Report. You’ll need to get that from a browser, not from within the app. You can get it from your dashboard by going to WooCommerce—> Status. 

Orders: Order creation date may be inaccurate

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If your orders aren’t loading, it’s possible that some of the dates of your orders may not be in a valid format. To check this, please go to your site admin > WC > Orders and verify your order creation date. They should all display a valid date format.

Still experiencing issues?

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Make sure that the Jetpack connection on your site is active and working correctly. You can verify some known issues or try reconnecting your site.

If you’re still having difficulty, please fill out our contact form to reach our support team from within the app by going to My Store > Settings icon > Help & Support.


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