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This topic contains 15 replies, has 2 voices.

Last updated by Carlos Rojas 6 days, 19 hours ago.

Assigned support staff: Carlos Rojas.

Author Posts
March 22, 2019 at 1:35 pm #3440629

Jean-Philippe

When we go to checkout, it take 15-20 second to process the order
The issus appear to come from wc-ajax=checkout that take more than 10 second to process

This issue happen only if wpml and wpml woocommerce is activated.
It's the same problem as https://wpml.org/forums/topic/wpml-and-woocommerce-checkout-is-slow and this thread is from a year ago.

March 22, 2019 at 6:40 pm #3443631

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hello,
Thank you for contacting WPML support.

I would like to ask you to follow this steps in order to isolate the cause of the issue:
- Back up your site first before making any change, this is for security reasons.
- Deactivate all the plugins that are not related to WPML.
- Switch for a moment to a WordPress default theme like Twenty Seventeen.
- If the issue is gone, activate one by one to see with which one there is an interaction issue.

Could you tell me the result of this steps?

Kind regards,
Carlos

March 25, 2019 at 12:23 pm #3453363

Jean-Philippe

I tested it with only wpml, wpml woocommerce and woocommerce on twenty nineteen. It still take 15-20 second to process the order. wc-ajax=checkout run for about 10-15 second before getting an response.
Re-tested without wpml and wpml woocommerce and the whole process took 3-4 second

March 25, 2019 at 1:42 pm #3454187

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,
Thank you very much for your feedback.

In this case I would like to request temporary access (wp-admin and FTP) to your site to take better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Regards,
Carlos

March 25, 2019 at 4:46 pm #3456415

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,
Thank you very much for the information provided.

I applied several troubleshooting steps. Could you tell me if the issue persists?

Regards,
Carlos

March 25, 2019 at 7:19 pm #3457713

Jean-Philippe

okay it's worse, wc-ajax=checkout run for about 19-20 seconds before getting a response.
Whole process took almost 30 seconds

March 25, 2019 at 7:54 pm #3457847

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,

I just created an order and it only took 3.03s. Could you describe the steps you are following in order to reproduce the issue?

Regards,
Carlos

March 25, 2019 at 8:16 pm #3458005

Jean-Philippe

Yes the load time is 3.0s but that the load time of the Thank-you page.
Activate the preserve log option and display only XHR request. You will see that after clicking "Commander" the wc-ajax=checkout will run for around 15-20 seconds before loading the Thank-you page.
This time is not included in the load time of the Thank-you page because it is performed before that page is loaded.

March 26, 2019 at 12:22 pm #3462197

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,
Thank you very much for your message.

This time I was able to reproduce the issue correctly. I have escalated this ticket to our 2nd tier of support where our specialists will take a deeper look and will try to find a solution.

I will get back to you as soon as possible.
Best regards,
Carlos

April 3, 2019 at 1:59 pm #3526861

Jean-Philippe

Did you get an answer from the 2nd tier support?

April 3, 2019 at 3:33 pm #3528155

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,

I haven't get answer yet. I will keep you updated about the evolution of the ticket.

Regards,
Carlos

April 9, 2019 at 12:31 pm #3566845

Jean-Philippe

Do you need more information? Been almost 2 week now. The issues seem to been present since last years for a lot of user, as stated in : https://wpml.org/forums/topic/wpml-and-woocommerce-checkout-is-slow

April 9, 2019 at 3:05 pm #3568603

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi,

Our 2nd tier specialists are already working on this issue. I will get back to you as soon as I get an answer from then and I will keep you updated about the evolution of this ticket.

Thank you very much for your patience.
Best regards,
Carlos

April 11, 2019 at 12:58 pm #3587843

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,

This ticket has been escalated to our developer team which will try to find a solution in the code for this issue.

I will keep you updated.
Regards,
Carlos

April 12, 2019 at 1:24 pm #3599463

Jean-Philippe

Thx for the follow up.